Financial Counseling Supervisor - Grady Health System
(2018-07 - 2026-02)
Provided leadership and operational oversight for a high-volume public service desk, supervising staff and ensuring excellent customer service, accurate records, and policy compliance for individuals navigating complex processes.
- Supervised and directed daily operations of a public-facing customer service desk, providing assistance and information to customers regarding services, procedures, documentation requirements, and available resources
- Responded to customer questions, complaints, and service issues; researched problems and initiated resolution to ensure positive outcomes
- Supervised and coached staff on customer service standards, system use, documentation accuracy, and consistent procedures to improve team readiness and service quality
- Maintained accurate records and supported organized workflows requiring confidentiality, attention to detail, and policy compliance
- Monitored daily productivity and accuracy of data entry and recordkeeping systems to ensure information integrity
- Performed daily opening and closing procedures, including cash fund reconciliation, equipment checks, and recordkeeping of daily activity counts
- Monitored inventory and quality assurance across 150+ accounts daily, identifying and correcting discrepancies to maintain record integrity
- Partnered with leadership and frontline teams to identify process gaps, improve workflow consistency, and maintain an organized, welcoming service environment
Education & Training Specialist - Grady Health System
(2009-07 - 2018-07)
Led training programs and instructional support for new hires and current staff, developing materials and conducting formal training on systems, procedures, customer service standards, and documentation accuracy.
- Designed user-friendly training materials, instructional guides, and process documentation to support staff learning of policies, procedures, and service standards
- Conducted formal, hands-on training for staff and end users on software systems, customer interactions, and procedural accuracy in a fast-paced public service setting
- Supported onboarding and continuing education for 200+ staff members, translating complex information into clear, practical instructions
- Trained staff on patron/customer interview techniques, identity and information verification, and documentation/imaging procedures
- Provided instruction on coordination of services, verification processes, and eligibility/authorization requirements across multiple program types
- Educated staff on new and revised programs and regulatory requirements impacting service delivery and compliance
- Conducted in-service training on point-of-service transactions, payment processing, cash handling, and closing procedures
