Amanda Bosserman
Virginia Beach
Summary
Manager of Service Delivery at Gainwell Technologies with extensive experience in utilizing MS programs, requirements management tools, SQL, SDLC, care management, and configuration software. Possesses strong problem-solving, organizational, and decision-making abilities to effectively address challenges and drive successful outcomes. Proven track record in coordinating tasks for design, development, and implementation (DDI) projects with both co-located and off-site teams. Collaborative leader dedicated to fostering an engaged and empowering work culture by partnering with coworkers. Demonstrated strength in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager Service Delivery
Gainwell Technologies
07.2023 - Current
- Company Overview: (Formerly Molina Medicaid Solutions and DXC Technology)
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Controlled resources and assets for department activities to comply with industry standards and government regulations
- Maximized performance by monitoring daily activities and mentoring team members
- Planned and budgeted accurately to provide business with resources needed to operate smoothly
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Communicated clearly with employees, suppliers, and stakeholders to keep everyone on same page and working toward established business goals
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization
- Recruited, interviewed, and hired employees and implemented mentoring program to promote positive feedback and engagement
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Managed and motivated employees to be productive and engaged in work
- Facilitate successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members
Advisor Business Analyst
Gainwell Technologies
09.2011 - 07.2023
- Company Overview: (Formerly Molina Medicaid Solutions and DXC Technology)
- Lead for the Care Management MITA Business Area for the New Jersey MMIS Implementation
- Lead for the Care Management MITA Business Area for the OH FI Implementation
- Coordinate tasks and resources with care management vendor for software solution
- Analyze client business requirements and processes through documentation analysis, requirements to commercial-off-the-shelf (RCS) workshops, discovery sessions and workflow analysis
- Develop and conduct system functional testing including development, systems integration, regression, and user acceptance
- Develop and maintain system documentation and detailed system design
- Work with the EDI team to assess the HIPAA 278 transaction
- Work with the interface team to develop and define business rules to exchange data via ETL and XML
- Utilize SCRUM for sprint release management
- Utilize agile waterfall methodology during requirements gathering sessions
- Kept project teams on-task with proactive control of budgets, schedules, and scopes
- Identify, address and either resolve or escalate project issues as needed
- Maintain close connection with project personnel to quickly identify and resolve problems
- Update project plans based on changing objectives, specifications, and staff availability
- Define scopes, managed resources and oversaw schedules in line with stakeholder and project owner specifications
- Proactively identified and solved complex problems impacting operations management and business direction
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Coordinate tasks and resources with care management product vendor for software solution
- Successfully led key projects which resulted in implementation of the baseline Care Management solution
- Worked with the proposal team to complete writing assignments for request for proposal (RFP) sections
- Attended kickoff meetings and writers’ workshops
- Developed questions pertaining to assigned sections for submission to the State
- Participated in section planning for assigned section
- Researched and wrote compliant responses that followed the prescribed format
- Established a new onboarding process to support influx of new team members
- Established and delivered a new hire training process to ensure our new team members had the opportunity to gain the most foundational understanding of our core claims adjudication system
- Support cross-functional teams to establish a process to effectively complete tasks
- Established an effective project time tracking tool to support team members amongst parallel projects
- Established repeatable implementation playbook to support team members shifting to new projects
- QNXT product Benefit configuration experience
- QNXT product Contract configuration experience
- QNXT product Utilization Management (Case Management, Prior Authorization) configuration experience
- QNXT product Fee Schedule configuration experience
- (Formerly Molina Medicaid Solutions and DXC Technology)
Certified Pharmacy Technician
Kmart Pharmacy
02.2005 - 08.2011
- Prepared medications for patients
- Received and verified prescriptions
- Priced and filled prescriptions
- Obtained pharmacist's approval
- Completed patient paperwork related to filling the prescription
- Assisted with insurance claims processing
- Stocked and priced medication inventory
- Delivered medications to patients and facilities
- Maintained pharmacy safety by adhering to infection-control procedures, policies, and regulations
- Worked with insurance companies to process claims, resolve problems, and obtain payments
- Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests
- Merchandised related products to drive pharmacy department sales
- Established and updated patient profiles, including lists of medications and insurance details
- Assisted pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency
- Verified and filled over two hundred prescriptions per day in busy retail pharmacy setting
- Managed medication stocks, including conducting counts, labeling products, and maintaining controls
- Created new customer profiles and updated changes such as demographics, allergies, and new medications in pharmacy computer systems
Education
Certified Professional Coder - Healthcare
AAPC
01.2014
Certified Scrum Master - SDLC Methodology
ASPE Systems Development Life Cycle (SDLC Training
01.2013
Health Sciences Certificate - Healthcare
Tidewater Community College
Norfolk, VA01.2011
Skills
- Analyze business requirements
- Documentation analysis
- Workshops
- Discovery sessions
- Workflow analysis
- Conduct testing
- Functional testing
- Regression testing
- User acceptance testing
- Integration testing
- Performance testing
- Quality assurance documentation
- Elicit requirements
- Business process documentation
- Use cases
- Scenarios
- Communicate with business units
- Define system requirements
- Prepare system documentation
- Review system specifications
- Change control processes
- Balance technology and business issues
- Communicate with technology experts
- Communicate with business experts
- Enforce project deadlines
- Data analysis
- SQL
- Business liaison
- Written communication skills
- Verbal communication skills
- Public speaking
- Presentation skills
- Requirements traceability
- Track requirements status
- Lead internal tasks
- Manage schedule deadlines
- Prioritization
- Employee Development
- Contract Management
- Teamwork
- Collaboration
- Team Leadership
- Professionalism
- Conduct performance reviews
- Staff management
- Task delegation
- Decision-making
Certification
- Certified Professional Coder
- Certified Scrum Master
Timeline
Manager Service Delivery
Gainwell Technologies
07.2023 - Current
Advisor Business Analyst
Gainwell Technologies
09.2011 - 07.2023
Certified Pharmacy Technician
Kmart Pharmacy
02.2005 - 08.2011
Certified Scrum Master - SDLC Methodology
ASPE Systems Development Life Cycle (SDLC Training
Health Sciences Certificate - Healthcare
Tidewater Community College
Certified Professional Coder - Healthcare
AAPC
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