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Susan Schirmer

The document provides a summary of qualifications for Susan Schirmer including over 13 years of experience in training and developing training materials. She has held roles as a Trainer Coordinator, Supervisor of Provider Data Management, and Senior Service Center Trainer. Her experience includes writing training documentation, presenting classroom and online training, testing systems, and analyzing business needs to develop effective training programs.

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SUSAN SCHIRMER 717-343-0155 SUMMARY OF QUALIFICATIONS Experience in the development, implementation and monitoring of processes to meet customer and business unit’s needs. Work with claims processing, payment policies, Leadership and soft skills. Responsible for testing training programs/modules. Designs, develops and edits training documentation and database to support policies, procedures, system enhancements, and provider contracting. Serve as product and process expert and resource to teams. Excellent presentation skills, written and oral communication skills. Develops succession plans based on Needs Analysis to provide a smooth transition without performance gaps using Adult Learning principles and company goals. Participates in QA testing and system analysis to enhance future development of databases used. 13 years of experience with:  Writing, maintaining, and reviewing training material and help content for applications.  Reviews and maintains training material for accuracy for existing application functionality  Writes training material for new application functionality, as it is developed.  QA Testing 10 years of experience with:  Reads, reviews, and analyzes requirements documents for new application functionality or changes to existing application functionality.  Coordinates with requirements document POC to ask questions and suggest improvements/corrections during development cycle.  Assist in system analysis to facilitate future system updates  QA System Tester
SUMMARY OF WORK EXPERIENCE Leidos, Inc. Camp Hill, PA 11/2014 – Present Trainer Coordinator/Account Managment  Develop training materials such as User Guides, Facilitator Guides, worksheets, tests, lesson plans, Visio flow charts  Present on and offsite training classes  System testing during system releases  Creates and maintain Help files  Assist Conversion Team with new customers by being the point of contact, presents demo’s, answers questions and assists in converting their information to our system  Elearning creation and updates  Analyze current user functions and develop system updates  Account Management/Security  QA system tester UNITED CONCORDIA, Harrisburg, PA 2/2014 – 11/2014 Supervisor, Provider Data Management  Supervise a staff of 16 provider data representatives, monitor inventory, time and attendance, quality and production on a daily basis.  Develop curriculum and train new hire and in-service classes.  Acts as a liaison between departments.  Train, develop and mentor staff.  Hire, promote, review and manage performance of staff.  Assign, monitor, and review progress and accuracy of work.  Ensure continuous improvement of processes and delivery of results within assigned unit/area.  Provide leadership during periods of transition as the organization changes to respond to business opportunities/challenges, and new technologies.  Uploaded training materials using Sharepoint software, Power point and company websites (Public domains not used per HIPAA).
COVENTRY HEALTH CARE, Harrisburg, PA 9/1998 – 2/2014 Sr. Service Center Trainer (Trainer/Business Analyst roles)  Develop, implement and monitor training programs and processes to meet or exceed customer service requirements of service and business units within customer service operations.  Partners with Management on several work groups to design and implement programs that improve Attrition, Team Dynamics and system flow.  Develop, implement, and conduct training programs such as claims processing and adjustments, payment policies and benefits, customer service, policy and procedural changes, CPT and ICD9, Managed Care Overviews and/or remedial training on topics identified through quality review.  Develop and conduct training assessments, competency testing as well as follow-up testing to determine effectiveness of training programs/modules and to document employee profiles.  Analyzes Business needs and develops effective training programs to close gaps between performance and business needs.  gathering, writing, and analyzing business requirements from users  Develops training plans based on analysis of results. An example of this would be the development of the Claims Workshop. It was brought to my attention that staff was lacking in certain areas of Claim Processing. Instead of pulling everyone off the floor for several hours, I developed modules to address the necessary gaps. It was more time efficient and targeted the exact problem. Management loved it because it saved time and money.  Drive proactive resolution of skill and competency deficiencies.  Serve as a coach and mentor to new Associate Trainers and Trainers.  involvement in business operations or system development and documentation  Develop and edit training documentation and database to support policies, procedures, system enhancements, provider contracting, etc.  Partner with Business Managers and Service Leaders to manage staff development and support skill pathing by identifying gaps in skills and competencies.  Develop training solutions and conduct/coordinate the delivery of appropriate training. Partners with Business Managers and Service Leaders to manage staff development and support skill pathing by identifying gaps in skills and competencies. An example of this is the development of the Peer/Mentor Course. I established a need to build a program in which individuals would be screened to be the mentors and then go through several training classes on Time Management, Coaching Skills, Goal Setting, etc… It was my 2006 CSOIP Project and went very well. I taught the classes, evaluated the results myself and asked for outside evaluation from mentors, new hires and management. The ADDIE model was used as my basis for building this course.  I was heavily involved in the development and maintenance of the New Hire Curriculum. I attended and often lead bi-weekly or monthly meetings for updates.
 I was active in the development and maintenance of the Come On In program. I served on the review committee for 3 years (not consecutive) to update this program.  Often a liaison between programmers and business units to develop and teach curriculum on new computer programs.  Serve as product and process expert and resource to teams.  Classroom training includes both new hires (phones and claims) as well as existing staff continuing education.  Expert knowledge in the adult learning principles and coach associate trainers on ISD and ADDIE models.  Excellent writing and listening skills with the ability to speak clearly and concisely to convey information.  25% U.S. travel presenting tailored/specific curriculum and tests based on the Plan or project need  Uploaded training materials using LMS software, Sharepoint, Power point and company websites (Public domains not used per HIPAA).  Assist in system analysis to facilitate future system updates  QA System Tester 8/1999 – 4/2000 Utilization Management Service Representative  Set up, approved and serviced Authorizations for procedures, surgeries and rehab, both in and outpatient, for all in State Plans.  Was the team liaison in working with CSO to update Authorizations so claims could be handled in a timely manner.  Worked closely with the nursing staff to get needed approval or additional information for medical services.  Trained new employees. 9/1998 – 8/1999 Integrated Claims Processor/Customer Service Specialist for Advantra  Processed claims of varied types, focusing on Coordination of Benefits. Met all metrics required by the Team. Also mentored new employees on claim processing.  Handled a large volume of incoming customer service calls, including supervisor calls for our Medicare line. These calls varied in difficulty and included Benefit, Claim, Enrollment and Plan design questions.  Provided timely and accurate follow up on varied problems or needs through careful investigation and analysis.
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  • 1. SUSAN SCHIRMER 717-343-0155 SUMMARY OF QUALIFICATIONS Experience in the development, implementation and monitoring of processes to meet customer and business unit’s needs. Work with claims processing, payment policies, Leadership and soft skills. Responsible for testing training programs/modules. Designs, develops and edits training documentation and database to support policies, procedures, system enhancements, and provider contracting. Serve as product and process expert and resource to teams. Excellent presentation skills, written and oral communication skills. Develops succession plans based on Needs Analysis to provide a smooth transition without performance gaps using Adult Learning principles and company goals. Participates in QA testing and system analysis to enhance future development of databases used. 13 years of experience with:  Writing, maintaining, and reviewing training material and help content for applications.  Reviews and maintains training material for accuracy for existing application functionality  Writes training material for new application functionality, as it is developed.  QA Testing 10 years of experience with:  Reads, reviews, and analyzes requirements documents for new application functionality or changes to existing application functionality.  Coordinates with requirements document POC to ask questions and suggest improvements/corrections during development cycle.  Assist in system analysis to facilitate future system updates  QA System Tester
  • 2. SUMMARY OF WORK EXPERIENCE Leidos, Inc. Camp Hill, PA 11/2014 – Present Trainer Coordinator/Account Managment  Develop training materials such as User Guides, Facilitator Guides, worksheets, tests, lesson plans, Visio flow charts  Present on and offsite training classes  System testing during system releases  Creates and maintain Help files  Assist Conversion Team with new customers by being the point of contact, presents demo’s, answers questions and assists in converting their information to our system  Elearning creation and updates  Analyze current user functions and develop system updates  Account Management/Security  QA system tester UNITED CONCORDIA, Harrisburg, PA 2/2014 – 11/2014 Supervisor, Provider Data Management  Supervise a staff of 16 provider data representatives, monitor inventory, time and attendance, quality and production on a daily basis.  Develop curriculum and train new hire and in-service classes.  Acts as a liaison between departments.  Train, develop and mentor staff.  Hire, promote, review and manage performance of staff.  Assign, monitor, and review progress and accuracy of work.  Ensure continuous improvement of processes and delivery of results within assigned unit/area.  Provide leadership during periods of transition as the organization changes to respond to business opportunities/challenges, and new technologies.  Uploaded training materials using Sharepoint software, Power point and company websites (Public domains not used per HIPAA).
  • 3. COVENTRY HEALTH CARE, Harrisburg, PA 9/1998 – 2/2014 Sr. Service Center Trainer (Trainer/Business Analyst roles)  Develop, implement and monitor training programs and processes to meet or exceed customer service requirements of service and business units within customer service operations.  Partners with Management on several work groups to design and implement programs that improve Attrition, Team Dynamics and system flow.  Develop, implement, and conduct training programs such as claims processing and adjustments, payment policies and benefits, customer service, policy and procedural changes, CPT and ICD9, Managed Care Overviews and/or remedial training on topics identified through quality review.  Develop and conduct training assessments, competency testing as well as follow-up testing to determine effectiveness of training programs/modules and to document employee profiles.  Analyzes Business needs and develops effective training programs to close gaps between performance and business needs.  gathering, writing, and analyzing business requirements from users  Develops training plans based on analysis of results. An example of this would be the development of the Claims Workshop. It was brought to my attention that staff was lacking in certain areas of Claim Processing. Instead of pulling everyone off the floor for several hours, I developed modules to address the necessary gaps. It was more time efficient and targeted the exact problem. Management loved it because it saved time and money.  Drive proactive resolution of skill and competency deficiencies.  Serve as a coach and mentor to new Associate Trainers and Trainers.  involvement in business operations or system development and documentation  Develop and edit training documentation and database to support policies, procedures, system enhancements, provider contracting, etc.  Partner with Business Managers and Service Leaders to manage staff development and support skill pathing by identifying gaps in skills and competencies.  Develop training solutions and conduct/coordinate the delivery of appropriate training. Partners with Business Managers and Service Leaders to manage staff development and support skill pathing by identifying gaps in skills and competencies. An example of this is the development of the Peer/Mentor Course. I established a need to build a program in which individuals would be screened to be the mentors and then go through several training classes on Time Management, Coaching Skills, Goal Setting, etc… It was my 2006 CSOIP Project and went very well. I taught the classes, evaluated the results myself and asked for outside evaluation from mentors, new hires and management. The ADDIE model was used as my basis for building this course.  I was heavily involved in the development and maintenance of the New Hire Curriculum. I attended and often lead bi-weekly or monthly meetings for updates.
  • 4.  I was active in the development and maintenance of the Come On In program. I served on the review committee for 3 years (not consecutive) to update this program.  Often a liaison between programmers and business units to develop and teach curriculum on new computer programs.  Serve as product and process expert and resource to teams.  Classroom training includes both new hires (phones and claims) as well as existing staff continuing education.  Expert knowledge in the adult learning principles and coach associate trainers on ISD and ADDIE models.  Excellent writing and listening skills with the ability to speak clearly and concisely to convey information.  25% U.S. travel presenting tailored/specific curriculum and tests based on the Plan or project need  Uploaded training materials using LMS software, Sharepoint, Power point and company websites (Public domains not used per HIPAA).  Assist in system analysis to facilitate future system updates  QA System Tester 8/1999 – 4/2000 Utilization Management Service Representative  Set up, approved and serviced Authorizations for procedures, surgeries and rehab, both in and outpatient, for all in State Plans.  Was the team liaison in working with CSO to update Authorizations so claims could be handled in a timely manner.  Worked closely with the nursing staff to get needed approval or additional information for medical services.  Trained new employees. 9/1998 – 8/1999 Integrated Claims Processor/Customer Service Specialist for Advantra  Processed claims of varied types, focusing on Coordination of Benefits. Met all metrics required by the Team. Also mentored new employees on claim processing.  Handled a large volume of incoming customer service calls, including supervisor calls for our Medicare line. These calls varied in difficulty and included Benefit, Claim, Enrollment and Plan design questions.  Provided timely and accurate follow up on varied problems or needs through careful investigation and analysis.