Shirin Durant

PROGRAM MANAGEMENT

• Effectively manages multiple projects to ensure objectives and goals are met and exceeded
• Ability to manage project teams at all levels of the organization
• Ability to see the bigger picture ensuring overlapping and intertwined projects are coordinated to ensure the goals and quality are in line with the company's expectations
• Quickly and thoroughly utilize analytical skills to promote “fact-based” decision making
• Proficiency in program and project management tools
• Prepare effective and comprehensive “game plan” to ensure effective resource management
• Responsible for the implementation of a Project Management Office which standardizes the expectations for project management
• Provided data from previous projects and project teams to assist in the long-range planning process for the next year
• Consolidated data from all active projects to accurately report status for those projects including schedule, budget, and overall project status

PROJECT MANAGEMENT

• Successfully implemented over twenty-eight projects ranging from workflow change projects, adding new products, software development including process automation and machine learning projects, merger and acquisitions, seismic imaging, customer management, and ecommerce site
• Developed project plans identifying key issues, approaches and performance metrics.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Led and assisted technical upgrade projects by working and coordinating with consultants and developers for integrations.
• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Monitored project performance to identify areas of improvement and make adjustments.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Provided detailed project status updates to stakeholders and executive management.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Organized internal audits and led efforts to determine and remedy deficiencies.
• Proposed and implemented system enhancements to improve performance and reliability of storage environment.
• Designed, documented and executed system upgrades and patch management using update manager.
• Works closely with diverse global teams to define project scope, timelines, and expectations
• Defines project communication and change management processes
• Prepares implementation plans, including assisting with delivery and installation of software solutions
• Manages highly visible client facing projects ensuring accurate identification of key deliverables and project reporting Implements and defines standard deployment processes for team
• Anticipates and resolves any issues that may impede project deliverables
• Provides consistent updates on project workflows and deliverables
• Stays abreast of industry trends through participation in Project Management Institute

LEADERSHIP & TEAM BUILDING

• Monitored staff performance through analysis of processing audits
• Increased employee morale through encouraging them to achieve their goals
• Established improvement plans for struggling employees through training, mentoring, or adjustments to their responsibilities
• Increased productivity by creating a training plan and implementing a workflow change to utilize a system already in place which reduced four different redundancies
• Developed training materials, standards, and milestones for numerous enterprise software systems, operational workflows, and procedures
• Facilitated and customized training with external vendors when it was more cost-effective
• Trained and managed over 180 new hires in a one-year period to accommodate a large customer contract
• Build trust with my staff through integrity, loyalty, and my sincere concern for their well-being
• Created and facilitated training with internal and external employees and contractors
• Assisted with training and acclimatization of new project managers, business analysts and assisted new developers, quality assurance and helpdesk staff
• Fostered an environment of collaboration where each person was encouraged to raise concerns and propose innovative ideas

OPERATIONS MANAGEMENT

• Managed the production of several product lines from order through delivery
• Monitored all work to ensure each order was complete based on the priorities set
• Documented the entire workflow including a full definition of done manual for each product
• Collaborated with customer support on a regular basis to ensure client needs were being met
• Studied each workflow process and assisted as needed to meet client demands
• Served as the first line helpdesk support for internal and external staff
• Prepare and keep the backlog of development requests organized and prioritized

BUSINESS ANALYSIS AND PROCESS REDESIGN

• Analyze operational workflows and provide solutions to increase efficiency and reduce redundancies
• Used root cause analysis to determine bottlenecks and areas for improvement
• Documented requirements and potential solutions based on my findings
• Facilitated weekly meetings with appropriate mangers to report successes and discuss any roadblocks or potential improvements
• Lead various pilot projects, for example, the analysis of a new data source to determine if it provided the appropriate quality for the products the company offered
• Managed the implementation of an acquired proprietary software and determined areas for improvement or additional automation potential
• Analyze, document, and suggest enhancements to operational workflows and processes
• Led two major software and process redesign projects from ideation to implementation
• Prepare, manage, and facilitate project proposals and deadlines, for the executive scoring committee
• Function as an intermediary for the Operations team and the Development team for our proprietary enterprise software development team

SCRUM MASTER

• Directed day to day scrum progress including facilitation of daily scrum meetings, bi-weekly planning sessions, and status meetings
• Managed resource allocation to ensure every project had the appropriate skills and availability required
• Actively prioritized team workload to ensure results were delivered on time and within budget
• Effectively utilized “referee” skills to ensure the development team was focused on the agreed work during a sprint
• Managed team to ensure adherence to SDLC and project management methodologies
• Worked closely with operations and the development group on defining, implementing, and troubleshooting an automated work in progress system for managing and processing work
• Manage and maintain development product backlog and priorities
• Analyzed data to determine effectiveness of current processes and identify potential bugs or enhancements
• Managed helpdesk requests for my division; including troubleshooting errors, investigation, and data analysis to determine cause of errors, resolving any outages

COMMUNICATION & CONFLICT RESOLUTION

• Facilitates communication between internal and external project teams
• Effectively utilize root cause analysis to determine source of conflicts Facilitate communication within the Scrum Team, Product Owner, customer, and the organization
• Addressed and resolved impediments to the success of each project
• Facilitate meetings with various stakeholders to discuss requests, priorities, current development, future projects, and requirements gathering
• Negotiation with all levels of staff from the user to the corporate executives

OTHER SKILLS

• Effectively manage time to take care of multiple priority tasks
• Utilize my cheerful outlook to bring peace to tense situations
• Employ active listening skills to get to the heart of the matter
• Bring thoroughness & diligence to my work
• Management motto: If our people are happy and excited about the work they do, then I will be successful as a manager and our projects will be successful
• Constantly learning new skills and techniques to enhance my abilities
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• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
• Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
• Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
• Researched, tested, and implemented a new electronic medical records system.
• Utilized Project Management skills and techniques to create, execute, and monitor a successful transition from paper medical records to an electronic medical records system.
• Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
• Addressed and remedied all patient or team member issues.
• Oversaw accounting, budgeting, and financial reporting.
• Developed policies and procedures for effective practice management.
• Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
• Created and implemented organizational policies and procedures.
• Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
• Managed six employees with various personalities and from different cultures.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Negotiated and executed contracts on behalf of our doctors.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Supported medical staff by providing organized and accurate medical records.
• Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
• Maintained patient records systems by archiving, scanning and indexing important documents and files.
• Assisted in training new staff on the new electronic medical record system.

• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Evaluated client needs and developed tailored solutions to increase positive customer ratings.
• Educated clients on new products or services to increase customer engagement with brand.
• Coordinated with internal teams to facilitate prompt delivery of client projects.
• Monitored and analyzed customer feedback to identify opportunities for improvement.
• Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
• Interacted with physicians and other healthcare staff to ask questions regarding patient services.
• Resourcefully used various coding books, procedure manuals, and on-line encoders.
• Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
• Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
• Correctly coded and billed medical claims for various outpatient medical procedures, office visits, and surgical procedures.
• Reviewed patient charts to better understand health histories, diagnoses, and treatments.
• Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
• Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
• Communicated with insurance companies to research and resolved coding discrepancies.
• Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
• Utilized electronic medical record systems to store, retrieve and process patient data.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Executed record filing system to improve document organization and management.
• Scheduled office meetings and client appointments for staff teams.
• Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Assisted development and implementation of new administrative procedures.
• Drafted correspondence and other documents for department heads in company's voice.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Completed forms, reports, logs and records to quickly handle all documentation for over fourteen retail stores and kiosks.
• Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
• Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
• Implemented inventory-management strategies to maximize availability and decrease waste.
• Created and updated regular inventory reports and records.
• Analyzed inventory data to identify and address stock discrepancies.
• Recorded information, shortages, and discrepancies to keep records current and accurate.
• Maintained sufficient inventory levels to meet customer demands at all times.
• Participated in regular cycle counts to confirm accuracy of inventory records.
• Monitored inventory levels to confirm compliance with company policy.
• Strengthened inventory processes to balance supply needs with budget and space limitations.
• Designed and implemented successful inventory control system to track inventory levels and optimize stock levels.
• Coordinated with suppliers to guarantee timely delivery of inventory and materials.
• Developed and implemented policies and procedures for inventory management.
• Established re-order points and monitored supplier performance.
• Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Assisted coworkers and staff members with special tasks on daily basis.
• Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Evaluated performance against goals and distributed daily reports for twenty one retail stores.
• Boosted morale, implemented friendly competitions, and reward strategies to increase sales revenue.

• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Kept accounts in balance and ran daily reports to verify totals.
• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Prepared weekly employee work schedules to meet operational needs.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Checked guests in out of hotel, made reservations, and processed payments.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Entered and updated sensitive customer information during check-ins and room changes.
• Maintained transaction security by verifying payment cards against identification.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Defined clear targets and objectives and communicated to other team members.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Worked with customers to develop payment plans and bring accounts current.
• Reviewed billing problems, researched issues, and resolved concerns.
• Performed billing, collection, and reporting functions for office generating over $1.2M annually.
• Trained and mentored staff on procedures, compliance requirements, and collections techniques.
• Performed testing for billing modules, enhancing new functionality and process improvements.
• Supported Office Manager with special projects and additional job duties.
• Evaluated and negotiated contracts to procure favorable financial terms.
• Established internal audit procedures to validate and improve accuracy of financial reporting.
• Utilized financial software to prepare consolidated financial statements.
• Analyzed business processes to identify cost savings and operational efficiencies.
• Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to the doctors.
• Updated account information to maintain customer records.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
• Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
• Evaluated implementation personnel training procedures, taking customer feedback and overall [Type] performance metrics into account when designing future training guidelines.
• Participated in system development life cycle from requirements analysis through system implementation.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Defined enterprise processes and best practices and tailored enterprise processes for applications.
• Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
• Interacted with physicians and other healthcare staff to ask questions regarding patient services.
• Resourcefully used various coding books, procedure manuals, and on-line encoders.
• Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
• Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
• Correctly coded and billed medical claims for three doctor's offices and one CRNA.
• Communicated with insurance companies to research and resolved coding discrepancies.
• Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
• Created and maintained up-to-date patient medical records to enable tracking history and preserve consistent information.
• Performed on-site coding audits to determine accuracy and compliance with coding guidelines.
• Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
• Reviewed patient charts to better understand health histories, diagnoses, and treatments.
• Trained and mentored junior coders to support growth and development amd apply high-quality coding practices.
• Monitored changes in coding regulations to provide recommendations for compliance.
• Communicated effectively with staff, patients, and insurance companies by mail and telephone.
• Followed up with medical staff regarding missing information in patient records.
• Verified accuracy of patient information in medical records.
• Input data into computer programs and filing systems.