BARBARA PRATT

Dynamic Senior Business Operations Analyst with management experience and a proven track record at Highmark Blue Cross Blue Shield, excelling in business process improvement and strategic thinking. Achieved significant cost savings through resource optimization and enhanced team productivity via effective communication. Skilled in Tableau dashboards and committed to fostering collaboration for operational excellence.

• Led a team that included Highmark's Marketing Team (Tonic), Legal, Compliance, Sales, Clinical, Branding, Operations and government agencies to consolidate, eliminate or rewrite over 1100 corporate outgoing mailed materials. Earned the mailed materials Center for Plain Language - Clearmark Award. https://centerforplainlanguage.org/2022-clearmark-winners/
• Led National Customer Service and Clinical teams to meet 100% of SLAs by trending, analyzing results, identifying areas for improvement and creating streamlined business processes.
• Designed and worked with data scientists to implement a single source Customer Service Benefit Quoting platform. Platform used corporate wide by service and claims teams. Outcomes include: Call handle time reduced by 1 minute, Claims adjudication reduced by 45 seconds, benefit quoting errors reduced by 5%. The platform handles more than a million transactions per year. Awarded the Highmark Think Up reward.
• Initiated and implemented an Interactive Voice Response (IVR) process for all Highmark toll free numbers to identify callers and route them to the appropriate service teams, reducing transfers, call time and caller abrasion. Awarded the Highmark Higher Up award.
• Designed and handled daily task using a workflow solution to streamline processes related to handling non-network exception claim payments and determinations. Reduced the time of review and payment from 21 days to 5 days.
• Managed 4 Supervisors and up to 160 Customer Service Representatives at a time across multiple campuses in a customer service Training Lab environment. Oversaw daily activities such as; time management, workforce planning, training, curriculum, hiring, onboarding, coaching, quality review, evaluation and release to service units or disciplinary action up to an including termination.