Susan Peck

Results-driven Business Analyst with 14+ years of experience partnering with clients, business stakeholders, and technical teams to deliver process improvements, system enhancements, implementations, onboarding initiatives, and operational support. Proven ability to gather requirements, analyze business processes, resolve complex issues, and coordinate cross-functional teams to achieve business objectives. Recognized for building strong client relationships, improving operational efficiency, and translating business needs into practical solutions.

Experienced in Agile and Waterfall environments with a strong background in healthcare, technology, customer support, and business operations.

Temporary Independent Contractor – Operations, Records Management & Digital Analysis at THINK GIG, LLC / DR. THEODORE GRELLNER, DDS (2024-08 – Present)

• Manage operational transition activities during the closure of a healthcare practice, ensuring continuity, compliance, and effective records management.
• Digitize, organize, and secured large volumes of records, improving accessibility, retrieval efficiency, and audit readiness.
• Develop process improvements for records retention, information management, and operational workflows.
• Leverage AI and data analysis tools to evaluate digital visibility and identify opportunities for business growth and market positioning.

Business Systems Analyst at CHANGE HEALTHCARE (2022-09 – 2024-05)

• Partnered with business stakeholders, clients, developers, and QA teams to analyze requirements and implement system enhancements.
• Facilitated requirements gathering sessions and translated business needs into user stories, process documentation, and functional requirements.
• Coordinated issue resolution efforts by researching production problems, identifying root causes, and managing corrective actions.
• Supported multiple enterprise clients by ensuring successful implementation, system stability, and ongoing operational support.
• Collaborated across departments to improve workflows, increase efficiency, and enhance customer satisfaction.
• Assisted with testing, validation, and deployment activities to support successful project delivery.

Project Lead at AETNA INFORMATION SERVICES (2020-06 – 2022-09)

• Led cross-functional implementation and operational initiatives involving business process improvements, system enhancements, and client support.
• Served as the primary liaison between business stakeholders, technical teams, vendors, and clients.
• Developed implementation plans, onboarding materials, user guides, and process documentation.
• Managed project timelines, risks, dependencies, and stakeholder communications.
• Maintained strong client relationships through proactive communication, issue management, and ongoing support.
• Facilitated knowledge-sharing sessions and training initiatives to improve team effectiveness and consistency.

Program Business Analyst at AETNA INFORMATION SERVICES (2018-06 – 2020-06)

• Collaborated with business users, product owners, and technical teams to identify opportunities for system and process improvements.
• Gathered, analyzed, and documented business requirements for system enhancements and operational initiatives.
• Conducted user acceptance testing and coordinated validation efforts for software releases.
• Created reports and recommendations that supported data-driven business decisions.
• Supported project delivery by facilitating communication between business and technical teams.
• Mentored junior analysts and contributed to team development initiatives.

Business Analyst / Implementation Specialist at COVENTRY HEALTH CARE (2010-11 – 2018-06)

• Managed onboarding and implementation activities for 15 enterprise clients, coordinating requirements, testing, training, and production deployment activities.
• Served as a primary point of contact for client support, issue resolution, and implementation coordination.
• Led business analysis efforts for system enhancements, process improvements, and operational initiatives.
• Coordinated a multi-year data migration project, ensuring successful transition and minimal business disruption.
• Help establish and standardize business analysis practices, documentation standards, and knowledge-sharing initiatives across teams.
• Improved operational efficiency and data quality through process standardization and workflow enhancements.

Bachelor of Science in Management Information Systems – Northeastern University