Working for a healthcare engagement platform company to provide product management for the portal portfolios and mobile app line of business. Collect and analyze feedback from the market as well as customers and work closely with Healthx executive leadership to build a roadmap in line with the company’s vision. Facilitate communication across the organization and to customers. Report directly to CEO and collaborate with Executive Management Team on product initiatives.

o Worked closely with internal business partners and external clients to develop roadmap
o Worked with scrum teams in planning and execution of work; owned delivery of user stories and acceptance criteria
o Created UI mock-ups and worked with internal teams on design
o Approved integration and test plans created by QA
o Created a new platform and UI from a legacy version. Responsible for the on-boarding of new application to a customer population of 10,000+ users.

o Provided Agile coaching and guidance across 4 scrum teams
o Established metrics for use across all scrum teams to clearly communicate business value
o Led cross functional teams from different parts of the company to address and break down silos and improve communication.
o Implemented Kanban on “support/break-fix” scrum teams.

o Managed a team of 15 support representatives
o Maintained a deep knowledge of business objectives, practices, and processes of functional areas
o Created standard metrics and reporting on department efficiency and communicated across departments
o Increased SLA from 60% ticket resolution rate to 85% resolution rate
o Established a training and mentoring program within department
o Established a career advancement path for support representatives

o Triaged, researched, and documentation of complex support issues
o Worked with Product Owners on development projects related to client needs; including requirements/user story input and UAT testing
o Set up and configured sites for new and existing clients, which included the analysis of EDI files
o Created standardized support and training documentation
o Trained cross-functional team members on new processes, products, and tools

o Performed system analysis, design, and programming for assigned projects
o Functioned as a liaison between Information Services and end user community
o Served as a technical resource to user departments
o Developed standardized user and system documentation
o Managed the technical project to convert professional claims from paper to electronic format (837) for all payers; this included programming the claim logic.

o Utilized internal queries, internal resource tools, must initiate delicate-in-nature phone calls to other carriers, members, groups, providers, attorneys, CMS and Medicaid and report to identify members who are or should be enrolled in other coverage.
o Reviewed claim history to identify claims requiring reconciliation, whether processed or pended, as well as recovered in error.

o Posted Payments/Denials/Co-Pays and Deductibles to patient accounts
o Reviewed and Followed up on remittance advice for payment errors, denials and under payments
o Interpreted EOB and collections report
o Initiated charge entries and appeals when necessary
o Followed up on all claims from billing through final resolution