Front-End Guest Services
Resume:
Linette Boyer-Gold
*********@*****.*** Camp Hill, PA
Objective
Highly motivated, goal-oriented and strong work ethic professional. Seeking a position to use my 27 years of Medicare experience with an industry-leading Health Insurance organization. Work Experience
Target Mechanicsburg, PA & Montgomeryville, PA
SERVICE ADVOCATE
11/2017 - 04/2024
• Provide oversight of front-end operation areas, including guest services, the front-end check lanes, drive up service and the front-end carts.
• Responsible for performing the daily cash office process. This includes performing manual safe counts, depositing prior day funds and preparing next day funds.
National Government Services Harrisburg, PA
PROVIDER ENROLLMENT MANAGER
• 10 years of Manager/Supervisor experience for staff ranging from 65 to 32 direct reports.
• Provided review and approval for JK B PE subcontractor timeliness and quality Corrective Action Requests
(CARs).
• Represented JK B PE for on-site meetings with CMS.
• Developed and maintained JK B PE Risk Management Register.
• Facilitated numerous PE projects for NGS J6/JK Part B PE consistency initiatives.
• Completed the monthly JK B PE Medicare Status Reports issued to CMS.
• Implemented productivity monitoring for JK B PE NGS auxiliary workload job functions.
• Supported NGS Procurement with job descriptions and work orders for temporary contractor staff.
• Primary responsibility for temporary contractor staff expense reports, work order revisions and time sheet review and approval.
• Interfaced with JK Part B PE subcontractor on business issues related to NGS internal audits, CFO/CMS external audits, NGS timeliness and quality CARs.
• Facilitated weekly meetings with the JK Part B PE subcontractor and NGS support departments to discuss, log and resolve day-to-day processing/system issues.
• Prepared JK B PE/NGS budget forecast/plan and completed staff performance reviews/salary adjustments. Responsible for ensuring staff training, coaching and mentoring.
• Volunteered and led a special project to develop and implement the Jurisdiction 11/NGS subcontractor Audit & Reimbursement quality and timeliness standards review program. 11/2007 - 12/2013
• 11 years of business/system analyst experience.
• Primary responsibility for the Jurisdiction 9 and Jurisdiction 8 MAC workload transitions.
• Represented CNI during the Jurisdiction 8 MAC kick-off meeting held at CMS.
• Worked closely with the CMS Jurisdiction Implementation Leads to answer questions, discuss and determine follow- up actions to resolve issues and concerns.
• Responsible for overall MAC implementation oversight, which included providing weekly status report updates, participation in MAC weekly workgroup and status calls as well as answered questions based on prior MAC implementations.
• Developed and presented MAC jurisdiction Best Practices and Lessons Learned documentation.
• Performed back-up analyst tasks for the Jurisdiction 12, Jurisdiction 15 and Jurisdiction 6 MAC implementations.
• Led Qualified Chain Provider (QCP) project for CMS by performing research and analysis to identify CMS follow-up activities.
03/2014 - 08/2015
CNI Norman, OK
PROJECT MANAGEMENT
Linette Boyer-Gold
*********@*****.*** Camp Hill, PA
National Government Services Harrisburg, PA
BUSINESS SYSTEMS OPERATIONS MANAGER
11/2006 - 10/2007
• 10 years of Manager/Supervisor experience.
• Manager for 22 Systems Business Analysts (BA's).
• Responsible for BAs testing and implementing Part B file maintenance and system releases.
• Responsible for BAs performing system maintenance and updating Part B Operations guideline procedures.
• Responsible for BAs performing Part B system updates for new/revised local/National Medical Policy changes.
• Liaison between Medicare Operations and the Shared System Maintainer/local data center.
• Prepared JK B PE/NGS budget forecast/plan and completed staff performance reviews/salary adjustments.
• Responsible for ensuring staff training, coaching and mentoring. Empire Medicare Services Harrisburg, PA
OPERATIONS SUPPORT MANAGER
02/2001 - 10/2006
• 10 years of Manager/Supervisor experience.
• Manager for a staff of 17 analysts and 3 contractor/programmer temporary staff.
• Responsible for BAs and programmers/consultants that analyzed and implemented Part B Operational improvements to increase overall efficiency and eliminate manual work efforts.
• Prepared JK B PE/NGS budget forecast/plan and completed staff performance reviews/salary adjustments.
• Worked with Operations units to develop and maintain a repository of department initiated process improvement ideas/projects.
• Responsible for ensuring staff training, coaching and mentoring.
• Developed monthly reports and quantified process improvement results (e.g., reduced suspensions and increased productivity),
• Used measurements, analysis and process alternatives to arrive at best practices. Empire Medicare Services Harrisburg, PA
SENIOR BUSINESS ANALYST
05/1999 - 01/2001
• 11 years of system business analyst experience.
• Liaison between Manager and Business Systems Analysts.
• Analyzed, tested and implemented Part B Medicare Multi-Carrier System (MCS) releases and file maintenance.
• Analyzed, tested and implemented Part B system updates for new/revised Local/National Medical Policy changes.
• Liaison between Medicare Operations and the Shared System Maintainer/local data center.
• Reviewed, analyzed and commented on system specifications.
• Led review sessions with technical and operational staff members. Education 08/1983 - 09/1985
Post-secondary education, no degree or certificate Harrisburg Area Community College
Qualifications and Achievements
Seminars 12/01/2006 High Impact Presentation, Dale Carnegie - 2006 Leadership Development Program - 2005 Speak with Confidence and Clarity - 2005 Strengthening Your People Skills - 2005 Confident, Assertive, in Charge – Dale Carnegie: Developing the Attitudes of Leadership - 2004 Coaching Criticism & Discipline Skills for Managers and Supervisors - 2004 Coaching and Team-building Skills for Managers - 2004 Management Support Workshop - 2004 Empire Medicare Services Process Improvement Training - 2002 Skills
Proficient in Microsoft Word, Excel, PowerPoint, Visio, Project References are available upon request
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