JEANN BRYANT-JONES

Houston, TX 77068 H: (281) 781-8199 / C: (281) 250-3600 jashanti6@gmail.com www.linkedin.com/in/jeannejones6

Project Management
HUMAN RESOURCES OUTSOURCING ~ CUSTOMER SERVICE ~ CLIENT REQUIREMENTS ANALYSIS ~ IMPLEMENTATION
REQUIREMENT PROJECT MANAGEMENT ~ HEALTHCARE CLAIMS & BILLING ~ TEAM-BUILDING & LEADERSHIP ~
CONSULTING ~ PROCESS IMPROVEMENTS ~ PERFORMANCE MANAGEMENT

R OFI LE

I am passionate about my work and the impact that it has on my clients and their employees. I am an accomplished, multifaceted Client Requirement Manager and, Healthcare Administration management professional with extensive experience
in client consulting, analyzing requirements, project management, process/performance management, healthcare
insurance billing, customer service, medical claims payment, and team-leadership. I offer solid implementation requirement
project management experience with the ability to define requirements and facilitate delivery within timeline, scope, and
budget constraints. Advanced talents in gap/root cause analysis, change control, risk management, and quality assurance.
Adept throughout the complete software development lifecycle from initiation and planning, to execution and closing.
Possess polished communication and interpersonal skills instrumental to effectively interfacing with business stakeholders
ranging from clients to senior management and team members.

Selected Achievements:

Managed overall integration of Corporate Exchange (healthcare reform) for major clients Sears, Aon, and
Walgreens, encompassing the vendors United HealthCare, Aetna, BCBS IL, CIGNA National, Healthnet, and
Kaiser.
Project managed and develop new eligibility carrier testing process for all Aon Hewitt clients.
Implemented several new client implementations within 3 months outside of standard time line of 6 8 months.
This influenced clients to contract with Aon on additional services and increased revenue.
Recovered $500K+ for Humana Healthcare by collaboratively developing National Provider Project Database to
identify funds paid in error to hospitals and providers.
Dramatically expedited medical claim turnaround time at Humana from >three months to two weeks.
Surpassed goal of 85% of claims finalized in 30 days by finalizing 98.9% of claims in 14 days for Humana.
Championed dramatic improvement in quality standards at Humana from 79% to 98.9%.

R OFE SS I ON AL

X PE RI EN CE

Aon Corporation (Hewitt Associates LLC, Houston, TX), 2005 to 2014

Lead Requirement Analyst (Implementation Requirement Project Manager) (2012 2014)
Spearheaded multiple client implementations including analysis, test plans, SOPs, test execution, and directing
team in all aspects of requirements process for major clients such as Boeing, Sears, Walgreens, DuPont,
McKesson, and Aon Corporation.
Participated in implementing new EGWP (employer group waiver plans) for 22 clients.
Managed, trained, mentored, coached and developed new Requirement Analysts.
Served as SME for implementation team in regards to plan provisions, best practices, service delivery model,
ongoing processing, and application of client's and Aon Hewitt's business objectives and requirements.
Facilitated health plan acceptance testing including defining test scenarios, questionnaires, timelines, testing
environments, unique processing, and testing sign-off with health plan.
Requirements Analyst (Project Manager Consultant) (2010 to 2012)
Steered set-up and delivery of services for annual enrollment process serving Fortune 500 and mid-market clients
from defining requirements and project scope, to coordinating implementation and adherence to best practices.
Facilitated compliance with Connections national delivery model for all health plans, clients and internal partners
(plan management, financial manager, customer service, premium payment team, and design consultants).
Continued ...

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Professional Experience continued ...

Project Manager / Consultant (2005 to 2010)

Orchestrated complete set-up and delivery of services for annual enrollment process serving large population
clients; defined requirements, resolved discrepancies, finalized project scope, created schedules, and led
implementation.
Ensured alignment with Connections national delivery model for all health plans, clients and internal partners.
As single point of contact for clients and vendors, swiftly resolved issues to achieve high-quality client service.

Mercer Human Resource Consulting, Houston, TX, 2004

Customer Service Enrollment Specialist
Responded to inquiries from clients' employees regarding enrollment, health benefits, savings, retirement plans,
and other HR-related services.
Directed administrative project involving benefits calculations, data management, and process improvement.
Humana Healthcare Plans, San Antonio, TX, 1997 to 2004
Supervisor II Focus Improvement Team (2002 to 2004)
Managed full-scope claims processing for provider projects, conducted medical provider reviews, administered
performance evaluations, and oversaw service departments.
Analyzed existing customer service and claims processing procedures and made recommendations for

improvement and streamlining as required.

Trained new employees and developed cross-training material for multiple operational areas, enabling
employees to fulfill multiple job functions as necessary.

Supervisor Medical Claims/Customer Service (2000 to 2002)

Applied strong leadership talents toward training, motivating and directing 41 personnel in delivering unparalleled
customer service via claims payment processing for HMO, PPO, ASO, Medicare, and IPA Risk providers.
Successfully increased unit production from 10 to 16 claims per hour.
Developed production reports for national team that boosted productivity, accelerated claim turnaround time, and
reduced necessary staff by 10%.
Saved thousands of dollars in possible fines by strictly enforcing compliance with new federal regulations such as
HB610 and HB2600.
Supervisor Front-End (1998 to 2000)
Directed operations within multiple departments encompassing Front-End, Provider File Maintenance, Eligibility
and Enrollment, Data Entry, Stop Payment and Tracer Analyst.
Considerably slashed turnaround time from >100 days to only five days.
Financial Recovery Specialist /Special Project Coordinator (1997 to 1998)
Participated in design, testing and implementation of financial recovery system used to identify possible
overpayments; successfully recouped $500K+ in funds.

DU C A TI ON

Bachelors Degree in Business Administration, Almeda University, Houston, TX

Business Management, Phoenix University, Houston, TX
Administrative Assistant / Information Processing Specialist, Chenier Business School, San Angelo, TX
Business Administration, Angelo State University, San Angelo, TX
Business Administration / Accounting, Louisiana State University, Baton Rouge, LA
Continued ...

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ER T I FI CA T I ON S

Process Reengineering Certificate

Systematic Problem Solving Certificate
Performance Management Certificate
Benchmarking Certificate

DDI T I ONA L

Think Like a Client

Leading Through Change
High Performance Work Teams
Managing Conflict
Implementation Requirement Analyst
Interviewing for Selection

OM PU T ER

Process Variation and Control Charts Certificate

Train the Trainer Certificate
Medical Billing and Coding Certification
Customer Service Representative Certification

R A IN IN G

Communicating Across Cultures

Impressions of Excellence
Leader Built to Last
Project Management
Leading for Success
Coaching and Development

KIL LS

Microsoft Office (Word, Excel, PowerPoint), Microsoft Project 2010, Outlook, Imaging IBM 6000, NetMeeting, Live Meeting,
Citrix, Mainframe programming, Lotus Notes 8.5, Meridian, Office Communicator