Business Analyst Process Improvement

Leonora Camacho Kelly

Solon Springs WI ***** 715-***-**** *************@*****.***

Business Analyst

Pro-active, process driven and system-oriented Business Analyst with expertise in the healthcare industry. Proven history of collaborating with various departments to meet goals and objectives in a timely fashion. Solution oriented attitude and conscientious of process improvements, establishing benchmarks for successful outcomes. Organized and meticulous with exceptional verbal and written communication skills.

Core Competencies

Process Improvement Budget Management Risk Evaluation Forecasting / Reporting Team Training and Development Microsoft Office- Excel / Word / PowerPoint Customer Resource Management (CRM) Programs

Work Experience

United Healthcare, Eau Claire, WI, Duluth, MN March 2016 - May 2024

Sr. Business Analyst: Individual Family Plans (IFP Exchanges) (Remote)

Supported IFP IRT and Enrollment Operations teams for IFP Exchanges.

Analyzed and evaluated root cause of data/reporting issues that prevent member access to IFP benefits.

Represent UHC-IFP in CMS Technical Workgroup bi-weekly meetings, delivering regulatory and operational news to leadership and operations team. Focus on process improvement or new process implementation for areas of improvement.

Provided Daily ID Card status reporting to Operations and ensure integrity of File Management through collaboration with ECG//CMS/Facets and SBE Reporting Systems.

IFP Exchanges Business Manager

Supervised 15 Issue Resolution Specialists for Individual Family Plan – Enrollment and Operations teams.

Provided direction in root cause analysis and project management ensuring TAT within CMS guidelines impacting member benefit enrollment.

M&R Collections Supervisor (On-Site/Remote)

Coordinate, supervise and be accountable for the daily activities of the production team. Supervised 20 Collection Representatives.

Performed real time analysis of performance data and responded appropriately. Evaluated and identified areas of improvement to meet Average Handle Time, Right Party Connects Overall Success Rates.

Adhered to TAT in response to member concerns.

Identified and implemented new process improvements for issue resolution between Reconciliation and Enrollment Departments.

West Business Services, Appleton, WI September 2012 - November 2014

Inside Sales Lead Representative

Senior Lead involved in training and monitoring of inside sales representatives to improve call outcomes and attain sales goals and ensure 3rd party client satisfaction.

Additional Relevant Experience

Our House Senior Living, Sun Prairie

Executive Director

Leonora Camacho Kelly 715-***-**** Page 2

Dove Healthcare, Nursing & Rehabilitation, Eau Claire, WI

Regional Director - Health Information

Alamosa PCS, Eau Claire, WI

Account Executive, Retail Indirect Accounts

United Parcel Service, Milwaukee, WI

Commercial Account Executive Northwestern Wisconsin

Education

Bachelor of Science (BS) Health Care Administration

University Wisconsin - Eau Claire

Bachelor of Science (BS) Fashion Merchandising

University Wisconsin-Stout

Licenses and Certifications

Master Gardener Certification, Wisconsin

Wisconsin Broker License

Certified Dementia and Alzheimer’s Specialist

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