Sr Operations Manager Business Intelligence resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Take-charge professional delivering executive support and leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes operations and project management, accounting, , database management, vendor negotiations and contract management.

DISC Personality: DC

Logistician, ISTJ-T

  • Project management
  • Business Inteligence
  • Database management
  • Policy, program, and process development
  • Supervision and training
  • Performance improvements
  • Analytical
  • Compliance and Quality Assurance
  • URAC and ACHC Accreditation
  • HRSA, 340B drug purchasing program
  • Expert in pharmacy claims processing and authorizations
  • Expert in pharmacy patient assistance programs
Sr. Operations Manager/Business Intelligence , 03/2013 to 09/2022
ComcastAnn Arbor, MI,
  • Devised and implemented strategies to improve workflow through automation.
  • Designed and implemented hiring and training practices for personnel, training materials, and standard operating procedures.
  • Established short- and long-term company goals, policies and procedures, monitoring progress and results.
  • Designed and analyzed internal reporting systems and procedures for company.
  • Trained over 45 employees on business principles, best practices, protocol and system usage.
  • Devised and implemented strategies to promote organizational growth, penetrate new markets and improve patient care standards and initiatives.
  • Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
  • Managed daily operations, client relations and IT.
  • Analyzed strategic, core and support processes and recommended improvements to streamline and automate processes.
  • Streamlined operational efficiencies by coordinating staff development and succession planning.
  • Generated reports detailing project information and predictions.
  • Completed internal and external audits according to established procedures.
  • Evaluated physical and digital records to determine potential risk and check compliance with guidelines.
  • Managed configuration, installation and troubleshooting of new applications for company.
  • Oversaw 4 successful implementation's of new pharmacy system software.
  • Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.
  • Managed daily operations and monitoring of the 340B drug purchasing program.
  • Negotiated contractual agreements with 340B Entity's and TPA's
  • Audited all points of service where 340B participation occurs to ensure compliance with 340B program requisites, including entity and patient qualifications and ensured consistent processes are followed across all.
  • Facilitated response and compliance with HRSA Audit's
  • Monitored and optimized pharmacy drug purchases and inventory to meet COGS set forth in budget
  • Managed full-cycle human resource operational activities.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
  • Engaged with management teams to receive and evaluate appraisals on current project status, plan improvements collaboratively, gauge successes of implemented programs and update or align new company objectives.
Care Coordinator Manager - HIV/HepC Specialist, 03/2013 to 09/2022
TFP Wellness Systems (of CAN Community Health)City, STATE,
  • Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
  • Established strong work network by building professional relationships with physicians and fellow employees.
  • Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
  • Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
  • Assisted patients in selecting appropriate courses of actions and obtaining needed support.
  • Gathered and analyzed patient information to determine special program eligibility.
  • Created and implemented a full service patient assistance program to assist patient's with applications for manufacture PAP's, grant based foundation programs, and local and state based assistance programs such as ADAP, and Ryan White.
  • Improved patient outcomes through value-added services.
  • Led and motivated 15 employees through supervision, training and coaching on duties and daily operational activities.
  • Headed clinical oversight to devise and establish policies, procedures and best practices in alignment with regulatory requirements.
  • Reviewed and responded to payor audits
Administrative Assistant, 04/2010 to 08/2011
Rockwell Building SystemsCity, STATE,
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
  • Directed customer communication to appropriate department personnel.
  • Tracked and submitted employee timesheets to prepare for payroll processing.
  • Maintained accurate department and customer records.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
  • Verified insurance and eligibility for subcontractor enrollments
Customer Service Representative, 12/2009 to 04/2010
Company NameCity, State,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Managed customer expectations by clarifying needs, identifying options and recommending services.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Pharmacy Technician, 01/2007 to 12/2009
Company NameCity, State,
  • Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
  • Teamed with peers, technicians and pharmacists to prioritize and complete orders.
  • Verified prescriptions and drug labels, documents and packages.
  • Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
  • Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
  • 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.
Pharmacy Technician, 01/2004 to 11/2006
Company NameCity, State,
  • Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
  • Interpreted and processed medication orders under supervision of pharmacist.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
  • Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
  • Verified patients' identities at pickup to prevent sale of wrong medications.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
Education and Training
Certification: Green Belt, Expected in 2022
Aveta Business Institute - Pittsburgh, PA,
Certification: HIV 500/501, Expected in 2015
FL Department of Health - Tallahassee, FL,
Certification: HIV Case Management, Expected in 2015
AIDS Education Training Center - Southeast,
: Human Services, Expected in 2014
Hillsborough Community College - Tampa, FL
Certification: Pharmacy Technician (Licensed, FL), Expected in 2013
FL Pharmacy Association - Tallahassee, FL,
Certification: Black Belt, Expected in
Aveta Business Institute - Pittsburgh, PA,

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Resume Overview

School Attended

  • Aveta Business Institute
  • FL Department of Health
  • AIDS Education Training Center
  • Hillsborough Community College
  • FL Pharmacy Association
  • Aveta Business Institute

Job Titles Held:

  • Sr. Operations Manager/Business Intelligence
  • Care Coordinator Manager - HIV/HepC Specialist
  • Administrative Assistant
  • Customer Service Representative
  • Pharmacy Technician
  • Pharmacy Technician


  • Certification
  • Certification
  • Certification
  • Some College (No Degree)
  • Certification
  • Certification

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