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Skills

  • Staff training and development
  • Problem resolution
  • Medical insurance
  • Supervision
  • Payment collection
  • Budgets
  • Process coding understanding
  • Operational improvement
  • Problem-solving
  • Interpreting physician orders

Work Experiences

  • Collected copayments and kept track of my finances on a daily basis.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Oversaw the delivery of category project by program team, which resulted in initiative.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Conducted regular team meetings to enhance case outcomes and improve overall service delivery by 77%.
  • Championed the improvement of multilingual intake services.
  • Championed the improvement of multilingual intake services, increasing the outreach to non-English-speaking clients by 19%.
  • Collaborated with state agencies and community partners.
  • Collected and organized client data using Workday.
  • Achieved an average turnaround time of 13 hours.

Summaries

  • Analytical problem-solver.
  • Accomplished Intake Specialist with a passion for streamlining intake processes, successfully reducing intake completion times by 66% while managing high-volume calls and emergency situations.
  • Dedicated to learning, growing, and succeeding in Mental Health.
  • Achieved a 79% decrease in training times for new staff.
  • Comprehensive knowledge of risk assessment and a dedication to patient satisfaction.
  • Achieved positive outcomes in service delivery.
  • Achieved a 17% improvement in intake quality.
  • Within Mental Health, senior Statewide Intake Specialist and outstanding performer in risk assessment and process improvement.
  • Built cross-functional alliances.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.

Accomplishments

  • Diagnosed system inefficiencies and coordinated with the digital team to launch product enhancements that sped up intake by 17%.
  • Met 17 key performance indicators, surpassing quarterly benchmarks during a state-wide rollout of intake processes.
  • Collaborated with team of 4 in the development of framework.
  • Documented and resolved framework which led to metric.
  • Identified gaps in intake procedures and recommended state policy changes that enhanced workflow accuracy by 23%.
  • Redesigned data intake forms to be more user-friendly, decreasing data entry errors in system by 37%.
  • Worked with IT to develop new reporting tools, which decreased case documentation errors by 24%.
  • Reviewed escalated cases and provided expert guidance, reducing resolution time by 85%.
  • Led a cross-functional task force to address feedback and performance gaps, reducing intake errors by 37% within 14 months.
  • Utilized advanced case management systems to perform intake assessments, resulting in 47% reduction in unresolved cases.

Affiliations

  • Partnership for Public Service (PPS)
  • International Public Safety Association (IPSA)
  • Human Service Workers International Network
  • American Association of State Highway and Transportation Officials (AASHTO)
  • American Public Human Services Association (APHSA)
  • American Marketing Association
  • Society for Social Work Leadership in Health Care
  • Cross-Cultural Communication Research Group
  • International Association of Administrative Professionals
  • American Society for Public Administration (ASPA)

Certifications

  • CompTIA Security+
  • Certified Process Improvement Specialist - Brightline, 2023
  • Six Sigma Black Belt Certification in Process Optimization - Ironclad Systems
  • Certified Public Accountant (CPA)
  • First Aid/CPR Certified
  • Substance Abuse and Mental Health Services (SAMHSA) Compliance Certification - 2017
  • Statewide Intake Operations Specialist (SIOS) Certification - Atlanta, 2018
  • Certification in Vulnerable Populations Intake - process, 2016
  • Cisco Certified Internetwork Expert (CCIE)
  • Certification in Diversity, Equity, and Inclusion in Social Services - 2023

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