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Director of Consumer Support

Implementation Specialist…….Senior Business Analyst…….Multimillion-Dollar Budget Control
Talented corporate leader and visionary Director of Consumer Service and Support that demonstrates exceptional talent in strategizing and applying tactics in business planning and development, new emerging technologies, and policy direction. High energy executive with finger on the pulse of today’s global consumer business with significant contacts that can be leveraged. Highly credible and talented executive on the fast track with strong background in public relations, consulting, customer service, management, technical and operational analysis.

CORE STRENGTHS

 Senior Business Analyst
 Public Relations
 Project Management
 Customer Service/Support
 Healthcare Industry
 Government Contracts
 Telecommunications
 Client Software Training

PROFESSIONAL EXPERIENCE
Director of Consumer Support – Family Health Council of Central PA, Camp Hill, PA 2003 to Present
NextGen Implementation Specialist and Trainer
 Develop training manuals used in training client healthcare staff, and travel to Healthcare Agencies in central PA training staff on the NextGen EPM product, with implementations in 6 practices in 13 locations.
 Create quality measures that ensure high levels of customer support and satisfaction while managing the Electronic Practice Management Help Desk.
 Collaborate with internal and external IT Vendors required to support the practices with NextGen’s implementations.
Billing Manager
 Developed effective billing manuals and trained Healthcare Practices staff on billing Electronic Data Interface files, and processes for billing claims and claim remittances.
 Created efficient processes for billing to PA Department of Welfare for Medicaid claims, and provide research to determine trends in healthcare claims denied for payment.
Program Analyst/Contract Manager for state programs (Departments of Welfare, Health and Agriculture)
 Oversee million dollar contract budgets for three health care programs, and create spreadsheets to analyze and design quarterly financial reports for the Department of Health.
 Participated with the Department of Health and CDC with a STD screening and testing project, and team review and analyses of replacement of current billing system.
 Serve as Project Lead on multiple projects to enhance current standards and processes, and oversee onsite monitoring of audits from the Department of Health.
 Provided key support initiatives for Department of Health with the conversion of their billing system (PROMISe).
 Collaborated with workgroup evaluating and analyzing the impacts of the Medicaid Waiver to healthcare agencies and health programs for Pennsylvania, and worked with coalitions and fiscal agents across the state of Pennsylvania.
 Co-Chair on a statewide quality initiative with the Department of Health, and liaison between the Family Health Council and state departments that fund the state’s healthcare programs.
 Participated on multiple Department of Health committees to review unmet needs in Pennsylvania, assisting in Quality Management committee.
 Partnered with program funders to develop new system processes associated with invoicing.
 Participated on a Board Task Force in developing a Public Relations standard, and implementation of new funding contracts.
 Liaison between Penn State Research and council staff on a research project for women, and supported agencies with community activities, creating quarterly and annual projections for multiple programs.

 Managed requirements for several health care programs in central Pennsylvania, and created operational manuals for the health care agencies supporting the federal and state funded health programs.
Program Consultant
 Developed and implemented healthcare manuals for Federal and State funded programs; Family Planning (Title X, XX, V), HIV / Aids, STD, for network of healthcare providers.
 Trained healthcare practices staff on program requirements and usage.

Out of State Claims Analyst – Highmark Blue shield, Camp Hill, PA 2002 to 2003
 Provided claims support to out of state healthcare providers.
 Researched and identified system problems and made recommendations on system enhancements, and claim denials.

Assistant Manager/Call Center – Members First Credit Union, Mechanicsburg, PA 2000 to 2002
 Provided management assistance for all Help Desk escalated customer issues and complaints.
 Developed and implemented monitoring tool for Credit Union, and policies and procedures for the call center staff that provided effective and efficient customer support and satisfaction increases.

Additional Related Experience:
Senior Business Analyst/Consultant – EDS, Camp Hill, PA – 1986 to 1999
Sales Support Supervisor (part-time) – Country Market Stauffers, Kissel Hill, PA – 1986 to 2010

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