Manager - Bolder Outreach Solutions a Cognizant Company - Charlotte, NC
(2020-01)
Supervise team of 10 Patient Advocates (PA) across 6 acute care hospitals for patient financial assistance cases under client's revenue cycle management departments including cases for Medicaid, disability, and victim compensation programs. Maintain and manage team member daily quota on reach 45 accounts per day. Establish the requirements for removing discharge barriers based on financial issues in consultation with key stakeholders such as Case Managers and Utilization Review.
- Facilitate weekly meetings to keep each case's scope and direction (valued from $100K to $1M) for completion/approval on schedule
- Train PA's on using Bolder's case-tracking system (documents/letters) for case follow-up
- Resolve PA questions regarding client system upgrade by demonstrating effects of multi-system documentation on cases and statuses
- Coordinated with case management on implementing 3 follow up protocols for referrals via Zoom, reduced follow up time by 20%
Patient Advocate - Bolder Outreach Solutions a Cognizant Company - Charlotte, NC
(2015-01 - 2020-12)
Established eligibility for charity programs, disability, and Medicaid by reviewing patient demographics. Drafted documents for 50+ self-pay patients per week to specific eligibility programs for financial services including Medicaid, disability, and victim compensation programs.
- Prepared all documents for submission (30-40 pages), distributing completed documents across 100 DSS offices and 37 SSA offices
- Achieved a daily productivity goal of 45 financial assistance cases and follow-ups
- Facilitated cross-functional teams including medical staff and case management on complex cases to anticipate and resolve patient discharge barriers for 6-10 patients daily
- Integrated patient information/records into proprietary database management systems for financial assistance cases
- Maintained compliance with all HIPAA guidelines in 100+ Medicaid and disability cases while assuring complete patient health confidentiality and financial security
- Recorded case information in dual customer management systems while documenting the patient's HAR in Novant Health's EMR
DSS Human Service Specialist I - Metro Staffing Temp - Charlotte, NC
(2014-01 - 2015-12)
- Verified application information to ensure 100% accuracy
- Worked in various DSS systems for MAGI, MED 755, MEDCRM, and food stamp cases
- Coordinated with team member on Mecklenburg County online application system to ensure timely follow of cases
- Accessed multiple queues to assign cases to the appropriate worker and ensured case follow protocols
- Completed over 50 action logs on cases by aggregating a narrative for the assigned worker
Office Coordinator - Metro Staffing Temp - Charlotte, NC
(2014-01 - 2015-12)
- Screened Field Associate to confer with potential associates about the application process and their understanding
- Located qualified candidates and match their skills to the client's job order request through ads, online publications, workshops, etc.
- Communicated client needs with potential Field Associates and match skillsets to support business needs
- Relay company policies and procedures to assigned and potential associates
- Used eEmptAct software to locate candidates to match client requirements for job orders
- Provided quality customer service to employers seeking assistance by matching skill base of employee to stakeholder needs
- Scheduled drug testing for all candidates selected by coordinating with client and company policies
- Utilized Career Builder, Monster, Employment Security Commission, and other sites for recruiting qualified candidates
- Followed up with clients to communicate potential associates site attendance and performance
Education Coordinator - Hallie Q. Brown - Saint Paul, MN
(2014-01 - 2014-12)
Audited timesheets for processing and ensured accuracy of inputs. Coached and mentored teachers in their goal development for individual children that guides curriculum planning, classroom management, teaching strategies.
- Assisted teachers in child assessment tools to determine skills an progress of each child in the ELC
- Established formal reviews of each child's progress with documentation that is reported to parents on a quarterly basis
- Coordinated with teachers in child behavior plans by ensuring that progress is sustainable over a period of 1 year and observations written in reports are easily understood
- Ensured that ELC has written curriculum plans in knowledge and learning's for each individual child's need or interests
- Followed all federal, state, and local regulations/policies in governing child care centers. Included standards required by NAYEC and Parent Aware. Assure all assigned teachers comply with the development plans of each child
- Conducted staff meetings with ELC staff to educate on policy changes and ensure awareness of program requirements or enhancements
Center Director - New Horizon Academy - Savage, MN
(2012-01 - 2013-12)
- Met monthly revenue, expense, operations, marketing goals
- Managed all center activities and ensured quality met standards
- Conducted weekly and monthly meetings with full-time staff on goals and action plans
- Managed finances of each center to ensure budget stays within the allocated amount
- Maintained all student records on performance and instructional information
- Reviewed each student instructional programs and ensured quality and effectiveness
- Developed marketing plans for individual services to increase presence in the community and increase volume of applicants
- Prepared and conducted professional contacts within local schools and business communities
Center Director - KinderCare Learning Centers - Saint Paul, MN
(2000-01 - 2012-12)
- Effectively operated and managed all aspect of KLC programs
- Managed and accountable for operational aspects of care centers, ensuring quality care and education
- Achieved financial targets and applied rigorous proactive cost control measures, while maintaining improvements in quality of operations
- Delivered exemplary customer service and ensured legal compliance of all programs
- Met and exceeded expectation of customer acquisition and retention. Ensured quality programs, financial management, and operation compliance
