kristie santos

Serves as audit representative and/or coordinator for broader departmental audits, including annual audits, control audits, and focused audits due to special business requests. Determines what information is needed for the audit and coordinates the information gathering process for the department. Using information obtained from audits, determines root cause of specific issues and formulates tactical recommendations for quality and process improvements. Supports the implementation of necessary remediation strategies as needed.

Assisted Membership Professionals with training on enrollment/renewal of Small Groups. Assisted with escalated issues that need quick resolution. Provided job aids with any processes within the Membership Professional role. I processed new & renewal business when necessary for medical, dental & ancillary product lines of coverage. I was a member of the SWAT Team, which processed any new/renewal group issue that occurred after the new/renewal group processed. This would be a plan change or correction that would have been needed after the initial group set up or renewal. I had a strong rapport with the Sales Community and offered my support and training resources to Sales whenever the opportunity presented itself. Being a SWAT Team member I worked closely with Underwriting to process any approved changes or corrections needed or requested by Underwriting.

The Business Systems Analyst handles functions related to managing the day-to-day execution of data for their domain systems support area. Through their area knowledge (application/system)​,​ the incumbent provides subject matter expertise to define and validate requirements, business functional design, and technical design for medium business issues within their domain areas. In addition, the Business Systems Analyst is looked to support quality assurance, testing, software upgrades, and problem resolution. This position works directly with IS or the software vendor to address business issues within their domain area. Support the Membership Operations Department with processes changes, enhancements or system issues. Analyze system problems or obstacles that prevent membership from day to day process flows. Offer training and/or resource material with system changes, enhancements or problem issues.