Olivia Mitchell

About Olivia Mitchell

Senior Business Analyst with over 15 years experience in Healthcare software managing complex IT projects and exceeding expectations. Practiced in obtaining clarifying business requirements, performing gap analysis between goals and existing procedures/skill sets, and designing process and system improvements. Extensive experience in Electronic Data Interchange (EDI), Electronic Media Claims (EMC) and American National Standard Institute (ANSI) X12 transaction sets. Subject Matter Expert for working with Medicare and State Medicaid Paper and Electronic billing requirements and Commercial Clearinghouses. Strong interpersonal skills, highly adept at diplomatically facilitating discussions and negotiations with stakeholders. Recognized project management skills.

Experience

1. Senior Business Analyst

   NASA - National Aeronautics and Space Administration

   Sep 2024 — Present

   Facilitated customers discovery sessions to understand their needs and translate these into relevant and actionable requirements from which to build new cloud-based web services and solutions or modify existing ones.Draft, maintain, and update WSO SLAs and Operating Level Agreements (OLAs), including management through the review and signature process.Interface with SAFe Business Owners, Product Management, and Product Owners to understand, validate, and document customer requirements in support of the agile release train.Coordinate, integrate, and manage customer requests related to cloud-based services.Serve as the interface to the customer, including coordinating and/or facilitating meetings, documenting tickets and service requests, and contacting vendors.Identify trending issues, escalate issues to management, and communicate any impacts to the customers.Research product or service problems by determining root cause of the problem, then providing guidance to government on potential solutions

Education

• Hampton University

  B.A., Political Science

  1984 — 1988

• Kutztown University of Pennsylvania

  MPA, Public Administration

  1988 — 1990

Skills

• Business Analysis
• Ehr
• Emr
• Process Improvement
• Program Management
• Cross-Functional Team Leadership
• Microsoft Office
• Visio
• Software Implementation
• Healthcare Information Technology
• Management
• Team Building
• Customer Service
• Leadership
• Training
• Hipaa
• U.s. Health Insurance Portability and Accountability Act (Hipaa)
• Strategic Planning
• Healthcare
• Software Documentation