Summary
Overview
Work History
Education
Skills
Timeline
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HARRIET (Hattie) O’DONNELL

HARRIET (Hattie) O’DONNELL

Stanchfield,MN

Summary

Proficient Operations Analyst with 14+ years of insight managing complex deployments. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control and data retention.

Overview

16
16
years of professional experience

Work History

Operations Analyst

LHI - Logistics Health Incorporated
11.2021 - 04.2023
  • Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction for victims and first responders of 9/11.
  • Created custom reports and visualizations to support decision-making processes for Leadership and cross functional departments.
  • Identified and analyzed project risks and developed mitigation strategies

Senior Business Analyst

UnitedHealth Group
05.2013 - 10.2021
  • Established new process in medical claim review for issues requiring prior authorization, previously gap in process and reduced "double work" being conducted between 2 teams
  • Collaborated with internal Business Partners and streamlined processes such as launch of new process with reoccurring meetings between departments that aided in reduction of claim processing errors, decrease in escalated issues to management, reduction in overall turn around time and elimination of 5 days of unnecessary review sent to Teams as "middle man."
  • Created new reports for better oversight on total open inventory for Advocate teams which quickly reduced amount of total aged issues by 40% within 3 months.
  • Trained numerous departments on advanced excel skills including use of formulas, pivots, VBA code and macros which provided each individual ability to pull their own reports without need of SME.

Senior Network Account Representative

UHN - UnitedHealth Network
11.2009 - 05.2013
  • Provided support to Network Managers for several leased networks in different states such as Minnesota, Wisconsin, North and South Dakota, Michigan, Maine and United States Virgin Islands.
  • Identified issues for Providers that eliminated repeat calls and collaborated with appropriate departments to assist Providers in resolving claim issues for patients and their billing department which was not expected by Providers.
  • Received recognition in UHCs Everything Matters company wide communication in March 2011 due to Provider contacting Corporate to inform them of positive service experience.

RRE - Rapid Resolution Expert

UnitedHealth Group
02.2008 - 11.2009
  • Assisted Supervisors with deescalating issues via inbound and outbound calls with Members which reduced manager workload while adhering to Metric Goals.
  • Formulated and implemented training programs by applying learning principles and individual differences.

CSR - Customer Service Representative

UnitedHealth Group
08.2007 - 02.2008
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Promoted by upper Management within 5.5 months from exceeding required metrics, Member satisfaction surveys and reduced calls triaged as "escalated."

Education

High School Diploma -

SouthWest High School
Minneapolis
06.2004

Skills

  • SSRS
  • Process Improvement
  • Advanced Microsoft Office
  • Six Sigma
  • Agile
  • Team Member Development
  • Operational Improvement Planning
  • Data Analysis

Timeline

Operations Analyst

LHI - Logistics Health Incorporated
11.2021 - 04.2023

Senior Business Analyst

UnitedHealth Group
05.2013 - 10.2021

Senior Network Account Representative

UHN - UnitedHealth Network
11.2009 - 05.2013

RRE - Rapid Resolution Expert

UnitedHealth Group
02.2008 - 11.2009

CSR - Customer Service Representative

UnitedHealth Group
08.2007 - 02.2008

High School Diploma -

SouthWest High School

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HARRIET (Hattie) O’DONNELL