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Response to RFP No. MED13002 State of West Virginia ... - DHHR

Response to RFP No. MED13002 State of West Virginia ... - DHHR

Tracker, along with

Tracker, along with creating and tracking change requests for service (RFS) in Service Center to resolve issues and escalate risks to project executives. o Managed and coordinated activities for Data Governance program to gain data consistency and improve data quality and integrity throughout a bank holding company. Developed overall integrated project plan consisting of three projects led by IBM along with two other vendors, reporting project status to IBM and client executives Technical Analyst • Accenture, Atlanta, GA Implemented package integration solutions for the healthcare industry. o Provided the analysis, design, development, and deployment for a healthcare client/server application, HSD Diamond 950 C/S by using SQL, PL/SQL, and ORACLE. o Created and executed automated test scripts using WinRunner and TestDirector to adequately test the professional and institutional claims for the software application, HSD Diamond 950 C/S. o Led efforts for unit, product, system, and regression testing of a data loader application. o Configured test data for reimbursement terms of ancillary providers and executed component and assembly tests for professional/ancillary pricing configuration of healthcare claims. PRGX USA, Inc. – Pamela Crayon 2

ILEANA STARWOOD Customer Service Manager More than 15 years customer service experience with expertise in process improvements, including education, communication and rollout; training, performance management and problem resolutions. Ileana holds a Bachelor Science degree in Business Management ‐Health Information along with post‐graduate certifications in Professional Counseling and Executive Leadership and Management. Ileana brings to this contract a deep and broad understanding as well as hands on experience in ensuring effective customer/provider services as required by our clients. Education • University of Notre Dame – Executive Leadership and Management Certificate – 2009 • University of Central Florida – Post Graduate Studies; Professional Counseling ‐ 2002 • International College – Bachelor of Science, Business Management‐Health Information – 1998 Previous Work Experience Product Support Manager, Classic Revenue Cycle Solutions • McKesson Corporation o Provided leadership and direction for the Classic Revenue Cycle Solutions Support Organization o Managed high visibility customer escalations and expectations, ensuring timely responses and problem resolution o Supervised inbound call routing and response times, and provide reporting/trending analysis via the AVAYA Contact Center solution o Accountable for achieving and maintaining service levels and satisfaction goals o Formulate organizational strategies and process improvements, including education, communication and roll‐out o Responsible for analyst recruitment, training, development, and management of employee performance o Built and maintained effective working relationships with all areas of McKesson, Partners and Customers o Participate in disaster recovery management process o Led the Service Capability and Performance (SCP) Standards project and successfully achieved certification for the support organization o Led the implementation and education of the SAP Customer Relationship Manager (CRM) tool for the support and services organizations PRGX USA, Inc. – Ileana Starwood 1

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