Aja Whitehead
North Royalton
Summary
Results-driven professional with over 10 years of experience in financial services, insurance, customer relations, and healthcare support. Skilled in client advocacy, process improvement, regulatory compliance, claims management, documentation, and cross-functional collaboration. Currently serving as an Independent Provider for the Ohio Department of Developmental Disabilities, delivering person-centered services while managing business operations and regulatory requirements. Seeking opportunities to leverage analytical, operational, and relationship-management expertise in a Business Analyst, Operations, Program Coordinator, or Healthcare Administration role.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Independent Provider
Ohio Medicaid
North Royalton, OH
02.2024 - Current
- Provide direct support services to individuals with developmental disabilities in accordance with Individual Service Plans (ISP), DODD regulations, and Medicaid waiver requirements.
- Coordinate with families, service coordinators, healthcare professionals, and community resources to ensure quality care and achievement of individual goals.
- Maintain accurate documentation, service notes, incident reports, and compliance records in accordance with state and federal regulations.
- Monitor client progress, identify changing needs, and implement strategies to improve independence, safety, and overall quality of life.
- Assist individuals with community integration, life skills development, transportation, appointment coordination, and daily living activities.
- Advocate for client rights and person-centered planning while promoting self-determination and independence.
- Manage scheduling, service delivery, billing documentation, and administrative responsibilities as an independent business provider.
- Ensure compliance with Medicaid waiver standards, DODD policies, health and safety requirements, and ongoing professional training obligations.
- Conducted assessments to evaluate client needs and recommend appropriate interventions and support.
- Collaborated with interdisciplinary teams to address complex client cases effectively and efficiently.
- Advocated for client access to necessary resources, fostering a supportive environment for health improvement initiatives.
- Promoted healthy eating habits by preparing nutritious meals tailored to individual dietary requirements and preferences.
Commercial Claims and Customer Support Coordinator
Tarkett
Solon, Ohio
01.2024 - 05.2024
- Serve as the primary liaison for customer and internal team communications, resolving inquiries and issues with professionalism and efficiency.
- Oversee the comprehensive management of manufacturing claims, verifying accuracy, completeness, and eligibility to facilitate prompt resolutions.
- Coordinate with cross-functional teams to optimize operations and improve the quality of customer service, while efficiently processing orders through multiple channels.
Outreach Executive/Sales
Oak Street Health
Cleveland, Ohio
08.2023 - 01.2024
- Delivered comprehensive training and development for Recovery Specialists, enhancing performance through targeted coaching, call monitoring, and detailed audit reviews.
- Executed a strategic sales plan that drove patient acquisition, managed a robust sales pipeline, and ensured the highest level of service and customer satisfaction.
- Engaged with the senior community to generate leads, coordinating community events and outreach programs to bolster Medicare patient enrollment.
- Recorded and managed customer information with precision in various CRM systems, ensuring accurate tracking of sales activities and customer interactions.
Client Experience Specialist
Credit First National Association
Cleveland, Ohio
01.2023 - 08.2023
- Delivered comprehensive training and development for Recovery Specialists, enhancing performance through individual coaching, effective phone monitoring, and thorough audit trail evaluations.
- Resolved complex customer inquiries and addressed complaints, ensuring escalated issues were managed with professionalism and timely solutions.
- Supported departmental objectives by assisting with collections and contributing to the refinement of policies and procedures, which improved overall quality and efficiency.
Associate Mortgage Banker/Loan Officer
Rocket Mortgage
Cleveland, Ohio
03.2022 - 12.2022
- Processed and facilitated the closure of residential and equity loans, ensuring compliance with regulatory standards and client satisfaction.
- Provided tailored recommendations for loan products to clients by assessing their needs and evaluating potential risks, enhancing loan procedure efficiency.
- Enhanced the company's loan portfolio through effective client transitions to licensed bankers, focusing on credit-approved customers.
Agency Sales and Service Representative/Claims
Progressive Insurance Company
Mayfield Village, Ohio
08.2017 - 11.2021
- Managed insurance claims, ensuring equitable resolutions for clients and the company, while identifying subrogation and fraud.
- Achieved sales and performance targets, contributing to the efficient operation of the service team.
- Conducted risk analyses for customers, advising on appropriate insurance coverages, and facilitated policy compliance by overseeing necessary procedures.
- Independently handled advanced auto claims investigations, including coverage, liability, and damage assessments, and coordinated post-accident processes such as repair scheduling and rental car arrangements.
Commercial/Residential Mortgage Final Document Reviewer
US Bank Mortgage Headquarters
Bedford, Ohio
08.2016 - 03.2020
- Assessed client financial information to develop tailored strategies that align with individual financial goals.
- Recommended optimal financial products to clients, ensuring their needs were met with precision and care.
- Evaluated loan applications and performed credit analysis to determine customer creditworthiness and advised on debt consolidation options for enhanced financial savings.
Insurance Service Representative
National General Insurance
Cleveland, Ohio
09.2015 - 05.2016
- Personalized customer interactions, fostering lasting relationships and ensuring tailored service in health, life, and residential property insurance claims.
- Enhanced customer policies by recommending and finalizing upgrades and new coverage options, effectively minimizing the need for future callbacks through proactive needs assessment.
Education
Associate degree - Business Administration and Arts
Cuyahoga Community College
Richmond Heights, OhioSkills
- Project Management
- Team Management
- Proactive Problem Resolution
- Multitasking
- Time Management
- Leadership Skills
- Quality Customer Care
- Interpersonal Skills
- Communication Skills
- Learning & Development
- Financial Analysis
- Organization Skills
- Risk Management
- Business Operations
- Technical Support
- Cognitive Skills
- Teams
- Microsoft/Outlook
- Strong organization
Certification
- Medicaid Certified Training - 02/08/2024 - Present
Languages
English
Native or Bilingual
Timeline
Independent Provider
Ohio Medicaid
02.2024 - Current
Commercial Claims and Customer Support Coordinator
Tarkett
01.2024 - 05.2024
Outreach Executive/Sales
Oak Street Health
08.2023 - 01.2024
Client Experience Specialist
Credit First National Association
01.2023 - 08.2023
Associate Mortgage Banker/Loan Officer
Rocket Mortgage
03.2022 - 12.2022
Agency Sales and Service Representative/Claims
Progressive Insurance Company
08.2017 - 11.2021
Commercial/Residential Mortgage Final Document Reviewer
US Bank Mortgage Headquarters
08.2016 - 03.2020
Insurance Service Representative
National General Insurance
09.2015 - 05.2016
Associate degree - Business Administration and Arts
Cuyahoga Community College