Pamela Hall Resume

1. P M. H
6519 Lexington Avenue, Pennsauken, NJ 08109 ■ H: (609) 828-6080 ■ pamelahall898@gmail.com
Goal oriented Operations Manager dedicated to high levels of customer satisfaction and meeting
aggressive business goals is seeking a position that offers the opportunity to demonstrate a solid
history of process improvement, implementation of strategic initiatives and team leadership. Areas
of expertise include inventory management, project implementation, issue resolution and the
development of proven quality assurance initiatives.
Operations management with a
concentration in Benefits administration,
claims processing, provider
reimbursement, member services
Team Development and goal planning
Expert inventory management
Complex problem solving
Building and maintaining partnerships
Excellent verbal and wri en
communication
Proficiency in Microsoft Office Suite;
Word, Project, Excel, Access, Power
Point
Manager - Business Configuration, 08/2015 to 09/2016
AmeriHealth Administrators – Philadelphia, PA
Accountable for daily system configuration functions; benefits, provider reimbursement, claims
processing
Developed quality control and assurance methodologies to ensure processing accuracy
Created tracking and inventory management reporting to monitor workflow
Developed and facilitated associate training curriculum
Established communication via cross functional team meetings
Developed measurable team goals in alignment with corporate objectives
Promoted associate engagement by requiring individual long and short term goal planning
Acted as subject ma er expert in claims processing and benefit application
Identified tasks and established timelines in support of process and technical implementations
Educated associates in developing business requirements, testing scenarios and maintaining
configuration design documentation
Professional Summary
Skills
Experience

2. Director - Benefits Support and Product Operations, 04/2013 to 08/2015
Independence Blue Cross – Philadelphia, PA
Directed a team of 40 + analysts responsible for the implementation of product offerings
Achieved and maintained configuration accuracy at 99.8%
Managed and provided leadership to benefits delivery team through professional, technical
and cultural transformation
Demonstrated strategic thinking and coordinated efforts in support of corporate mission and
goals
Provided strategic and tactical leadership using a consultative approach leveraging technology
in improving efficiency and effectiveness
Maintained oversight and inventory management for multiple work streams and business
processes
Key contributor in contractual negotiations for resourcing and support
Communicated effectively and negotiated with all levels of associates including senior
leadership, key stakeholders and customers
Managed delivery of multiple projects ensuring timeliness, accuracy and budgetary goals were
met or exceeded
Managed associate performance and ensured compliance with corporate policies
Recognized and utilized diverse skill levels and strengths to achieve departmental goals
Encouraged associate development through coaching, mentoring and the employment of
sustainable, achievable and measurable goals
Manager - Benefits Support Services and Analytics, 04/2005 to 04/2015
Independence Blue Cross – Philadelphia, PA
Managed daily operations of a fast-paced production configuration team
Ensured the on-time and accurate completion of client benefit renewals
Maintained oversight of departmental quality measures improving accuracy by 10% annually
Ensured the delivery of project implementations, on time and under budget
Provided resolution to complex issues and system limitations
Managed the team through system enhancement and software releases
Documented business requirements, solution strategies, testing and defect management plans
Facilitated multiple cross-functional work-groups
Researched and designed feasibility assessments of new product offerings and designs based on
system capabilities
Participated in projects utilizing Lean Six Sigma methodologies designed to reduce
administrative costs and increase process efficiency

3. Lead Business Systems Analyst, 04/2000 to 04/2005
Independence Blue Cross – Philadelphia, PA
Acted as technical liaison to cross-functional business areas with a concentration in benefits
application and claims processing
Elicited and documented business requirements
Documented functional or design specifications in response to business requirements
Performed testing of production fixes, enhancements and new functionality
Supported system enhancements through release management and quality assurance planning
and execution
Improved accuracy of customers' experience by developing and applying technical solutions to
manual processes
Drafted and maintained cross-functional project plans
Coordinated with cross-functional development teams to resolve issues and develop solutions
Provided guidance and direction in the development of user acceptance and functional test
scenarios
Supported all benefits and claims technical requirements and configuration requests
Developed methods of performing mass updates via SQL to reduce manual data entry
Provided impact assessment and performance management reporting
High School Diploma: College Preparatory, Jun 1982
Camden Catholic High School - Cherry Hill, NJ
Bachelor of Science: Currently pursuing achieving a 4.0 GPA,
Community College of Philadelphia - Philadelphia, PA
Education