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Provide extraordinaryresults leading & turning around organizations while establishing synergisticteams.
I am able to translate customer needs into specific resolution training strategies that improve the member
experience while counseling management on issues affecting operational functions. Leverage expert
analysis and insights to promulgate lean approaches and team empowerment that drives operational
improvements to instill quality best practices.
Operational Leadership Project Management
Training & Development Problem Solving
Quality Improvement Data Analysis
Experience & Achievements
United HealthCare 2006- Current
Business Process Quality Management (Billing Quality Analyst)
Responsible for training of BPQM Specialists on Commission and Credentialing quality
programs. Training includes review of source documentation, Business Operations Policy &
Procedures,Production Source Systems and Quality Databases.
Responsible for conducting Audit the Auditor quality evaluations of work completed by BPQM
Specialists to ensure each audit was completed within compliance of Quality standards; provide
coaching feedback sessions as needed to reduce errors and improve performance.
Subject Matter Expert/Team Lead for Commission/Credentialing & Eligibility Quality teams. I
assist with the resolution of complex audits or questions regarding our Quality Program and
Assist BPQM Specialists and Leadership with resolution of quality appeals and questions
stemming from quality results and opportunities identified.
Responsible for the review of weekly and monthly Production Accuracy Reports prior to
distribution to Business Operation Leadership. Reports include results for Business Operations
Corporate Individual and End to End quality programs; detailing audit accuracy; opportunity
findings and trends.
Responsible for the preparation of audit documentation as required for Sarbanes Oxley review by
the external audit team of Ernst & Young LLP as well as meet with them to explain the Quality
processes and walk-though an audit example.
Responsible for creating and updating socialization documentation to outline current and the on-
boarding of new quality programs. Facilitate meeting and presentations to the Commission/
Credentialing and Eligibility teams,Business Process Quality Leadership and Business
Operations teams using software applications Microsoft Power Point and Microsoft Visio.
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Responsible for completing Focus Audits to identify areas of risk and/or area for improvement.
Audits results include the purpose of the audit, sample size, recommendation of process change or
identity opportunity of quality improvement.
Research and assist with solving complex discrepancies found during the quality review process.
Resolution may also include creating a temporary work around process.
Ensure timely and accurate completion of assigned production samples before weekly and month-
end deadlines. Production results and opportunity finding are entered into the Microsoft Access
Maintained an Audit the Auditor production accuracy of 100% for 12 months
Sales Support Consultant
Reviewed and approved salespersons' compensation information forms before forwarding them to
External Producer Compensation Department for payment
Provided direction and guidance to resolve process and paperwork requirements; liaison between
the Middle Market Sales Personnel and the External Producer Compensation Department
Analyzed compensation reports to resolve compensation discrepancies
Worked with Aetna’s Information Technology teams to unit test changes made to the online
reports and report discrepancies to the project team
First Community Bank 1995-1998
Supervised and coached a team of 3 tellers and 2 customer service representatives to consistently
meet and/or exceed BankBoston customer standards
Processed customer transactions and responded to product and service inquires in an accurate and
Assisted branch manager to set team objectives, sales, and service goals
Ensured transactions complied with Federal, State and local laws as well as BankBoston policies
Conducted monthly and quarterly audits of the staff and office
Contributed to BankBoston income and expense management by encouraging the cross-sale of
the banks products, services and keeping all losses and fraud to a minimum.
• Microsoft Word 2010 •Microsoft Excel 2010 •Adobe Acrobat XI Standard
• Microsoft Access 2010 •Microsoft Visio 2003 •Six Sigma Yellow Belt Certification
• Microsoft PowerPoint 2010 •Microsoft SharePoint