ANGELA M. BROWN
Noblesville
Summary
Expert in curriculum design and development, specializing in engaging training products that adhere to quality standards. Demonstrated leadership in managing diverse teams, prioritizing continuous improvement and stakeholder engagement. Recognized for significant contributions to employee development and success in optimizing training processes.
Overview
27
27
years of professional experience
Work History
Sr. Account Manager
State Farm Insurance Agency Inc.
01.2018 - Current
- Serviced current State Farm customers and generated new business for home and auto insurance. Managed customer accounts and assessed clients' insurance needs and asset coverage. Completed continuing education on system and policy updates and maintained licensing in Indiana, Ohio, Michigan, and Kentucky. Also licensed to insure in Ohio, Michigan, and Kentucky.
- Managed client relationships to ensure satisfaction and retention.
- Coordinated insurance policy renewals and updates for clients.
- Developed customized coverage plans based on client needs.
Medicare Subject Matter Expert (SME)
Highpoint Global
01.2014 - 01.2018
- Developed user-centric training products and curriculum that adhered to quality standards and ensured logical progression.
- Provided expert knowledge on customer service best practices and industry standards.
- Developed training materials for onboarding new team members and improving skills.
- Collaborated with cross-functional teams to enhance service delivery processes.
HIT CPI Comm Systems Coordinator
National Government Services/WellPoint Subsidiary
01.2011 - 01.2013
- Coordinated operational user communications for Predictive Modeling Development Team on CPI contract, ensuring alignment with stakeholder expectations and timely reporting of deliverables. Manage stakeholder expectations and report deliverables. Developed Communication Management Plans to streamline collection, dissemination, and storage of project information, enhancing clarity for project team and stakeholders. The Communication Management Plan also defines which groups do not have access to specific information and what type of information will not be widely distributed. Collaborated with Subject Matter Experts to support users and facilitate learning through tailored training plans and weekly updates of frequently asked questions. Perform front-end system release testing and peer script reviews.
- Coordinated system updates for operational efficiency across multiple departments.
- Managed user access and permissions within secured information systems.
- Assisted in developing training materials for new software implementations.
Medicare Lead Claims Trainer Sr.
National Government Services/WellPoint Subsidiary
01.2006 - 01.2011
- Developed lesson plans and created exams to enhance adult learners' critical thinking skills for effective claim processing. Monitor inventory reports of aging inventory. Researched and resolved a high volume of complex claims questions generated by associates. Completed SLAs and consulted with management on each requested training session. Scheduled and conducted weekly supplemental training sessions to support processors in overcoming specific challenges. Track and monitor performance and implement process improvements. Perform extensive research on complex claims/cases to ensure CMS rules are applied. Traveled to other CMS locations to cross train associates on new or current processes.
- Developed training materials for claims processing procedures and policies.
- Conducted workshops to enhance staff knowledge of claims management systems.
- Facilitated onboarding sessions for new employees in the claims department.
Lead Business Analyst II
National Government Services/WellPoint Subsidiary
01.2000 - 01.2006
- My main responsibilities were to formulate and define business systems scope and objectives through research and fact-finding, combined with a basic understanding of business systems and Medical Insurance industry requirements. Essential duties to include but are not limited to: Analyzed business and user needs to identify and document requirements. Create and update standard operating procedures for ISO attainment. Coordinated and completed system release testing. Wrote test cases and completed quality production check out on new software and or system releases. Analyzed change requests from Centers of Medicare and Medicaid services for implementation and responded timely for the department. Completed cost tool estimates affiliated with each change requests. Acted as Project Manager for special projects, including SAS-70 audit and CPIC, ensuring timely completion and alignment with goals. Mentor and provide training to refund investigators and Team Leads within the unit on change requests and process changes from CMS and company wide release updates. Executed tasks aligned with project needs to support successful outcomes.
- Led cross-functional teams to analyze business requirements and design solutions.
- Collaborated with stakeholders to gather and document user needs and specifications.
- Developed process maps to improve operational efficiencies and identify gaps.
Education
Master's degree - Health Information Technology Degree
Kaplan University
Indianapolis, IN07-2013
Bachelor of Arts Degree - Organizational Leadership and Development
Indiana Tech
Indianapolis, Indiana06-2008
Skills
- Self-starter and team player
- Curriculum design and development
- Quality assurance standards
- Learning management systems
- Training delivery and development
- Coaching and mentoring techniques
- Program implementation
- Positive mindset and motivation
- Client relationship management
- Insurance compliance and policy adherence
- Project management skills
- Team collaboration and synergy
- Adaptability and flexibility
- Data analysis and interpretation
- Account management strategies
- Risk assessment methodologies
- Communication management skills
- Business analysis techniques
- System testing and evaluation
- Process improvement initiatives
- Attention to detail in execution
- Effective communication skills
- Time management proficiency
- Strategic thinking abilities
- Stakeholder communication strategies
- Problem-solving capabilities
- Leadership development initiatives
- Employee engagement strategies
- Designing teaching aids for learning enhancement
Accomplishments
- Implemented process improvement strategies for department procedures that contributed to significant revenue increases and higher-quality assurance standards.
- Effectively managed all key performance claims processors to reduce inventory levels below objective metrics. Forecast daily workload, projected work volume and scorecard performance evaluation to meet strategic goals set by the Leadership Team.
- Significantly enhanced staff morale and improved teamwork by organizing staff monthly meetings where accomplishments, problems and process improvements were discussed, and strategies were developed and implemented.
- Dynamic, highly innovative professional skilled at planning, developing, conducting consultative, educational training and public presentations to audiences as large as 25+.
Timeline
Sr. Account Manager
State Farm Insurance Agency Inc.
01.2018 - Current
Medicare Subject Matter Expert (SME)
Highpoint Global
01.2014 - 01.2018
HIT CPI Comm Systems Coordinator
National Government Services/WellPoint Subsidiary
01.2011 - 01.2013
Medicare Lead Claims Trainer Sr.
National Government Services/WellPoint Subsidiary
01.2006 - 01.2011
Lead Business Analyst II
National Government Services/WellPoint Subsidiary
01.2000 - 01.2006
Master's degree - Health Information Technology Degree
Kaplan University
Bachelor of Arts Degree - Organizational Leadership and Development
Indiana Tech