Senior Encounter Analyst Interest Resume Lead
Resume:
Patrick A. Schuster
Dunmore, PA 18512
570-***-**** (cell)
*************@*****.***
PROFESSIONAL PROFILE
With over 30 years of experience in cost optimization, client relations, quality assurance, and investigative support, I consistently deliver successful project outcomes.
PROFESSIONAL HISTORY
Cognizant/TMG Health, Jessup, PA
Claims Business Analyst (April 2016 – Present). Promoted from Reporting Analyst to lead business process analysis and improvements, serving as the primary stakeholder liaison for new client implementations.
Serve as stakeholder liaison to elicit, analyze, and communicate requirements for changes to business processes, policies, and systems.
Assist with new client implementations, including Medicare, Medicaid, and DSNP, by supporting discovery sessions to understand client processes.
Lead weekly client meetings to ensure project alignment and proactively address challenges, resulting in successful, on-time implementations.
Prioritize solutions based on feasibility, cost-effectiveness, impact, and alignment with organizational goals.
Define and document business, user, and functional requirements to capture stakeholder goals and objectives.
Reporting Analyst (March 2014 – April 2016). Managed in-depth data analysis, Ad Hoc Claims Requests, and project management to support senior decision-making.
Conducted data analysis using SQL, Proclaim, and Facets to identify trends, uncover insights, and support data-driven decisions.
Knowledge of CMS and state Medicaid regulations
Completed Ad-Hoc Claims Requests from internal and external customers within company guidelines.
Managed assigned projects from inception to completion.
Net Driven, Scranton, PA. Client Relationship Manager (January 2013 – February 2014)
Client Relationship Manager
Built strong client relationships by providing timely and effective solutions.
Promoted and maintained high client retention levels.
Utilized Salesforce CRM to track, manage, and report client product selections, including websites, internet marketing, software features, and customization projects.
Proactively monitored client accounts, delivered solutions, and collaborated with clients to optimize ROI. Introduced add-on products, services, and promotions to enhance client experience and drive long-term growth.
Unitrin Direct Auto Insurance, Scranton, PA, September 2006-January 2013
Data and Reporting Analyst
Compiled, analyzed, and interpreted statistical and financial data, leveraging knowledge of Unitrin Services Group’s systems.
Prepared, analyzed, and interpreted management information and financial reports.
Interpreted quantitative data to recommend and interpret quantitative data to recommend and implement business improvements. Reviewed phone calls and emails related to sales, customer service, and underwriting.
Developed efficiencies and cost savings in quality control and operations.
Integrated quality control findings with training, human resources, and operations functions.
Provided benchmark quality assurance for policyholders, services, sales, and underwriting.
Underwriter
Analyzed data to identify discrepancies or missing information affecting policy accuracy.
Managed the cancellation and non-renewal process, ensuring accurate and timely processing while minimizing risks and negative customer impact.
Handled all inbound underwriting calls and coordinated with sales, customer service, and claims to ensure seamless experiences and efficient issue resolution.
Cigna Healthcare, Scranton, PA, March 2005- September 2006
Customer Service Associate
Provided customer service to plan members and providers by addressing questions and concerns regarding Cigna Insurance.
Trained new hire classes on various products and monitored calls to track progress on three occasions.
Earned eight Cigna Champion Awards for outstanding customer service
Collaborated with AVP to track and record daily call trends.
Alliance Capital, Scranton, PA, October 2000-July 2004
Account Manager
Managed a portfolio of 130 full-service 401(k) plan contracts for high-profile clients, overseeing all aspects of plan administration and client service.
Ensured 401(k) plan compliance by reviewing all plan maintenance requests against IRS regulations.
Collected, analyzed, and reported key data to create accurate monthly forecasts.
Analyzed monthly task and time data to identify workflow improvements and implemented recommendations that increased team productivity by 15%.
Prudential Investments, Scranton, PA, February 1998-September 2000
Account Executive
Managed a portfolio of 250 client contracts, including 401(k) and 403(b) plans, serving a diverse client base.
Provided client support by assisting with plan upgrades, resolving participant issues, and troubleshooting internet access and navigation challenges.
Assisted financial advisors with enrollment meetings, resolved plan issues, and researched payroll items, demonstrating knowledge of insurance products and payroll processes.
Successfully obtained NASD Series 6 and 63 securities licenses, along with a Life, Health, and Accident Insurance license (inactive as of 7/06)
Researched outstanding issues and maintained communication between participants, plan sponsors, and financial advisors.
Fleet Bank, Scranton, PA, February 1995-February 1998
Customer Service Specialist
Investigated and analyzed customer complaints and inquiries to identify root causes and potential solutions.
Offered bank products to business customers to improve account access.
Achieved sales incentives for two years before promotion to the complaint research department.
Provided phone support to departments transitioning out of the Scranton office.
EDUCATION
B.A. Communications, University of Scranton, Scranton, PA
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