Shannon Steward

• Lead I&B readiness efforts, partnering with the Shield Advance Conversion & implementation teams, to ensure all data conversion activities are completed in support of migration timeline and volumes. • Lead different LOBs through the mock, cutover & conversion processes and speaking to the progress to stakeholders, and playbook development. • Manage the manual conversion analysis. • Track and manage reported issues resulting from conversion and arrange resolution for each issue. • Lead all validation efforts and manages resources needs for all test cycles. • Ensure all staff conversion trainings are scheduled, DLPS are reviewed and current prior to cutover. • Lead the analysis to reduce all manual conversion work to less than 2% prior to go live. • Ensure 100% of bills are reviewed during mock and cutover. Complete analysis on the results and all issues are remediated prior to bills going out to members. • Ensure the ID card sample includes all combinations of data, issues are analyzed and remediated prior to go live. • Support the Readiness Project Manager with the project plan, issues and risk logs. • Ensure operation staff is well prepared to support dual operation activities for each conversion wave.

• • Roadmap creation and enhancement prioritization. • Stakeholder management. • Vendor management. • Requirement elaboration and socialization. • Shield Advance support/participation. • Facets requirement solutions and support of conversion activities related to billing. • Collaboration with senior executives relative to eBilling projects. • Participate in release night for testing defect resolution and any additional regression testing needs. • Provide eBilling UAT for defect and enhancement solutions. • Participate in daily stand up and Scrum calls for Member Portal. • Write up analysis on defects related to eBilling as well as define solutions. • Differentiate FAD and defect. • Cash operations support related to Oracle in addition to other payment methods. • Facilitate reconciliation process improvements for accounts receivables. • Keep the best interest of the company and subscribers at the forefront of all processes and solutions.

• • Support and prioritization of portal backlog/work queue. • Triage and manage all P3/P4 defects for Member Portal. • Log all SMS tickets impacting, Member/eBilling portals. • Report and manage all eBilling defects: analyze initial report of issue, determine root cause, log issue into Oracle support tool, work with Oracle team on resolution, report final resolution to business partners. • Work with Product Manager on improvements to eBilling. Make suggestions for improvement based on data, knowledge of both tool and business need. • Work with Product Manager to prioritize enhancements (to improve user experience and resolve potential defects). • Collaborate with senior executives relative to eBilling projects. • Maintain and distribute monthly status report to eBilling Stakeholders. • Facilitate monthly stakeholder meeting to review status report. • Participate in release night for testing defect resolution and any additional regression testing needs. • Provide eBilling UAT for defect and enhancement solutions. • Participate in daily stand up and scrum calls for Member Portal. • Write up analysis on defects regarding member portal and eBilling products. • Differentiate FAD and defect.

• • Answer questions and/or rectifying issues stemming from many areas within Blue Shield. • Act as support/liaison between Blue Shield and Oracle with SSEP bill pay system. • Provide complex analytical support of IFP billing and SSEP. • Create, run, and analyze daily, weekly and monthly reports specific to processor quality, productivity, inventory and other various data. • Responsible for department dashboard reporting. • Define team requirements and objectives and provide analysis/input toward operational efficiency. • Identify opportunities for improvement in operational. • Develop and implement process improvements. • Maintain current documentation for DLP’s and approve changes. • Ensure quality and production goals are met by each team member. • Create and maintain employee engagement. • Keep the best interest of the company and subscribers at the forefront of all processes.