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Joy Chiffens
309 Englewood Road,
Wilmington, DE 19001
Home: (302) 478-9876 Email: joy.chiffens@comcast.net
Summary:
Resourceful, experienced
information systems manager with successful record of accomplishments across multiple
types of large and complex enterprise environments. Extensive background managing staff, application
development, security, IT audit, systems integration projects and
budgets. Advanced technical and communication skills, driven to provide
superior strategic oversight, organization, and leadership of company resources
to achieve corporate goals. Advocate and practitioner of accountability, integrity,
and teamwork.
Education:
Philadelphia
University, B.S. Business Administration, Marketing Major
Drexel
University Master’s Certificate in Project Management
Project
Management Institute (PMI) certification in PM Essentials, Project Leadership,
Scope & Quality, Schedule & Cost, Risk & Contract, HR &
Communications
PEGA
certification, ITIL Certification
Military:
US Army Veteran, Honorable Discharge, D.A.V.
Technologies:
ASPECT Security, C, CICS, COBOL, Crystal
Reports, Data Dictionary, DB2, DC, DLI, EmpireTime, FoxPro, HIPAA, IBM
Mainframe, IDMS, IE, IMS, ITIL, J2EE, JAVA, JCL, Linux, MS Office Suite, MS
Project/ Enterprise, MQ, Oracle, OS/JCL, OS/MVS, PEGA, Perl, PVCS, SQL, Sybase,
Tealeaf, Teamsite, Test Director, TogetherSoft, TSO/SPF, UNIX, VB Script,
Visio, Visual Basic, VSAM, Websphere, Windows XP/NT
Work Experience:
7/2011 – Present
VOLT Technical Resources
Senior Project Manager Consultant
Amerihealth Mercy
Effective
deployment of infrastructure needed to support the phased integration of
PerformCare / business units into a unified Amerihealth Family of Companies
domain, thus eliminating costs by sharing and leveraging their enterprise
systems, e-mail and Intranet services. Provided
leadership and managed the project portfolio for all activities to include
resources, issues, quality management, budget, risks, status updates,
dashboard, and governance/team meetings at multiple locations. Other successful project contributions
included new business L.A. Care Health Plan infrastructure site planning and
deployment in Louisiana, enterprise Exchange 2010 upgrade configuration, and
deployment of informational kiosks placed throughout corporate headquarters.
10/2010 – 4/2011
CDI Corporation
Project Manager Consultant
BlueCross BlueShield of Delaware
Achieved results
for mission critical and major migration effort of
Blue2 instance, routing and operational processes supported by CareFirst to
administrative services provider, Highmark. Blue2
is used by Blue Plans to facilitate their Inter-Plan business processes in
real-time by providing common Plan services and inter-Plan messaging
services.
Project Scope Included
the following:
·
Blue2 infrastructure: line connectivity, MQ queues, similar file
share for image storage as implemented at CareFirst, hardware and software
·
Highmark installation of a single instance
of the Blue2 application configuring BCBSDE as a separate Business
Owner ID (BOID)
·
LDAP and application security configuration
·
Development of Phase Zero reports
·
Mailbox setup for BCBSDE clients
·
Operational procedures to support new file
storage approach
·
BCBSA Business Associate Profile (BAP)
updates for test and production message routing changes
·
Test environment configuration to support
CareFirst test environment and separate Highmark test environment until fully
transitioned
·
P2P testing and re-certification of Blue2
v4.2
·
Receipt and archival of any historical
images or reports housed on CareFirst file share(s)
·
CareFirst application configuration changes
to terminate support for BCBSDE
Successfully documented all project
activities and managed resources to the schedule, and introduced practical
solution for migration of document attachments to Vignette image archive. Effective leadership qualities helped improve
provider satisfaction and facilitated operational excellence.
11/2009 – Present
FBHC, Division of Senior Social Services
Business Operations Manager
Responsible for providing part
time process and operational support to this family owned business to
include quality reporting, analysis and audits, and for developing plans and
programs to support continuous quality improvement using applicable
tools. Analyze, design, and implement new product development and
computerized enhancements. Provide direction to team to ensure operating
and financial goals are achieved. Build and leverage strong relationships
with key customers and clients to monitor customer service levels and assist in
providing additional FBHC programs and services. Lead continuous
improvement initiatives, actively coach, and assist team members to ensure a
common vision and understanding of the critical role they play in the execution
of FBHC strategy and business practices.
9/2001 –
10/2009
Independence Blue
Cross
Manager IS
Business Systems
Responsible for development and
maintenance of high performing e-Business solutions via innovative use of
best-in-class technology while focusing on delivering value in short time
frames. Accountable for the day to day website and portal production
support and development, including managing business relationships, staff,
budgets, as well as IT relationships, problem solving, increasing use of
automation, and directing operational improvements. Applications
portfolio includes member facing, agent facing, benefit administrator facing,
provider and pharmacy facing portals, 15 websites, and Tealeaf auditing and
administrative support. Development emphasis on Human-Computer
Interface (HCI) factors to achieve high user acceptance value with emphasis on
usability. Responsible for software development staff, application
security, contracting, vendor management as well as establishing offshore and
outsource vendor arrangements at IBC and La Cruz Azul de Puerto Rico
(PRHP).
Detailed leadership experience in project
development methodologies to include Waterfall and Agile combined with ITIL
best practices for successful IT service management. Provided direction,
guidance, and leadership to IS Claims department of information systems
professionals. Managed an annual budget for lights-on production support
of high volume claims transaction processing, as well as applications development,
testing and implementation for projects at various levels of complexity.
Worked with the business areas to identify and implement strategies to enhance
revenue and to meet Blue Exchange, Medicare, and HIPAA mandates.
Managed IBC’s PlanMate claims adjudication
enhancements (recognized as #1 PPO in the nation), as well as the
cross-functional development of Consumer Directed Health Care, Other Party
Liability, HIPPA transactions and IQ Plus claims outboards. Actively
participated in the vendor search, contract negotiations, defining of service
level agreements and outsourcing of target maintenance support activities
realizing significant savings in operational expenses over three years.
Received IBC Best of the Best and Winner Circle awards for distinct project
excellence.
11/1998 – 9/2001
Independence Blue
Cross
IS Project
Leader
Supervised programming and technical staff
supporting HIPAA reporting, Family Planning, Pharmacy, and Medicare
pre-enrollment. Responsible for yearly performance reviews, software
selection and project management related to claims, enrollment, and encounter
processing. Accountable for budget, human resource, and retention issues
for staff of 13 Information Systems professionals. Directed the
development and implementation of critical client server and mainframe projects
to include Infocare (Medicare), PC65, Keystone 65 and successful launch of KIS
website for Family Planning.
05/1998 – 11/1998
Interim
Technology Inc.
Project
Manager Consultant
Developed high level and detail test plans
for Bankers Trust’s EURO Dollar Intra-Bank testing effort, which was
implemented and successfully completed in September of 1998. Managed
consultant and in-house staffs performing assessment, remediation and testing
to over 4,800 end-user applications located at six national sites.
Additional contributions to this effort included end-user surveys, development
of hardware/software configuration and management strategies, deployment of two
regional test labs, and the coordination and harvesting of all business
critical applications.
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