Carri Metts Caylor
Principal Business Analyst - Salesforce @AccentCare
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WORK HISTORY
Principal Business Analyst - Salesforce @AccentCare
McKinney, TX, US
AccentCare, Inc, McKinney, TX - Nationwide Personal Care, Home Health and Hospice Provider Principal Business Analyst 01/2022 to current• Lead analyst for custom Salesforce Intake Management system supporting complex patient onboarding workflows. Led root cause analysis and issue triaging for production support, balancing short-term fixes with long-term platform stability and scalability.• Partnered with stakeholders in clinical operations, IT, compliance, and data governance to prioritize enhancement requests and maintain a robust intake pipeline.• Authored and maintained business requirement documents (BRDs), user stories, system optimizations, integration mapping.• Authored 80+ knowledge articles to support end-users and internal teams; established internal knowledge management standards. • Drove strategic story backlog grooming, improving prioritization and reducing ungroomed stories by 80%.• Reduced referral API submission errors from 12% to 1%, enhancing data accuracy, workflow efficiency and timely patient admission, utilizing development to prevent failures.• Consistently processed client data requests with an average of less than one day.
EDUCATION
Broward College
Computer Science
SKILLS
ABOUT CARRI METTS CAYLOR
Experienced Principal Business Analyst and Healthcare Revenue Cycle Leader with over 20 years of expertise in healthcare IT, EHR/EMR systems, claims processing, and RCM operations across acute, post-acute, hospice, and outpatient settings. Proven track record of leading enterprise-wide implementations, optimizing intake workflows, and integrating HL7/EDI solutions. Skilled in Salesforce, ServiceNow, SQL, and Agile methodologies.Core Competencies• Principal Business Analysis & Workflow Design• Agile / Scrum Methodologies• Salesforce & ServiceNow Platform Integration• HL7, EDI (835, 837, 270/271, NCPDP)• CMS-1500 / UB-04, CPT, ICD-10 Coding• Revenue Cycle Optimization (Hospital, Hospice, Ancillary)• Claims & Billing Systems Implementation• Client & Cross-Functional Team Training• SQL Data Analysis & Reporting• SharePoint Design & Knowledge ManagementTechnical Skills• Languages/Standards: Sequel, JSON, XML, HTML, Visual Basic, ANSI X12(EDI)• Platforms & Tools: Salesforce (Admin Certified), ServiceNow, JIRA, SharePoint, Visio, Access, Excel, Outlook, Word, PowerPoint, HL7, NCPDP, Crystal Reports• Healthcare Systems: GE Centricity, Medical Manager, Misys and HCHB
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