Angela Anderson-Gaddis
Chicago,USA
Summary
Highly motivated professional with a proven track record of success in quality improvement seeking a role to utilize skills and commitment to excellence. Effective communication technique that promotes strong, lasting rapport and trust, while simplifying complex concepts. Builds professional relationships by providing outstanding service and demonstrates observant and quick-thinking abilities, enabling accurate performance in fast-paced environments and quick comprehension of complicated situations. A versatile professional who excels when working independently or as part of a team, adaptable, trainable, organized, and detail-oriented.
Overview
36
36
years of professional experience
Work History
SR. Quality Practice Liaison
Aetna Better Health of Illinois/ CVS Health
05.2017 - Current
- Develop strategies to improve HEDIS project and rates
- Provide clear insight into provider group dynamics identifies areas of opportunity, build action plan, and collaborates cross functionally to support quality performance
- Monthly interaction with plan providers regarding quality initiatives and key quality performance indicators
- Collection, Abstraction, Data Entry medical records for HEDIS Audit
- Shares HEDIS, CAHPS, Gap in Care Reports with providers
- Educates, supports, and resolves provider practice sites issues around Pay for Performance
- Use existing resources to collaborate with providers offices and internal partners on performance measures barriers, actions to mitigate low performing measures, and the sharing of quality best practice to support providers
- Acts as an ongoing resource to providers for quality improvement via monthly meeting
Program Coordinator I
IlliniCare Health – Centene Corp.
05.2015 - 05.2017
- Complete Health Risk Screenings for eligible CountyCare FHP members for enrollment in care coordination services
- Identify case management opportunities and transition members to appropriate team members to resolve medical or behavioral health needs
- Distribute condition specific health education materials to members utilizing Krames on Demand Software
- Complete annual Health Risk Screenings to determine ongoing care coordination opportunities and encourage continuity of health care
- Document care coordination efforts in individual EMR cases in accordance with all compliance regulations
- Serve as trainer/Preceptor to assist with training new hires in utilizing EMR documentation system and all pertinent data bases as it related to their job functions
- Outreach to members post hospitalization discharge to ensure members receive appropriate follow up care to prevent readmissions
Site Supervisor
Christian Community Health Center
11.2012 - 02.2015
- Provided administrative support to Chief Medical Officer and oversight of administrative functions for the three (3) clinics, including managing 9 employees
- Developed and implemented policies, procedures, objectives for the Patient Access Representative (PAR) department
- Participated in interviewing process / and termination of employees
- Generated clinic flow reports and coordinate clinic efficiency with other managers
- Resolved customer grievances/complaints that may have resulted from clinical services or overcharge of payment
- Gathered, analyzed and reported verbal and written complaints/grievances to the Chief Medical Officer
- Processed payroll for staff utilizing ADP Easy Labor System
- Created and expedited staff schedules and provider schedules for all sites
- Managed and maintained cash flow revenue report generated from daily cash transactions
- Enrolled eligible uninsured members in CountyCare Health Insurance
- Assisted with Patient Centered Medical Home (PCMH) accreditation and grant required auditing team
- Monitor Call Center Staff and Scheduling Staff for proper phone etiquette
- Coordinated services by providing oversight and performance of patient access, registration provider and staff scheduling
- Received and documented patient complaints/grievances and routed them to the appropriate department
Customer Service Supervisor
Southwest Airlines
05.1989 - 09.2012
- Provided oversight and leadership to a team of 60 front line Customer Service Agents (CSA)
- Managed all aspects of ticketing and check-in by operating a computerized point of sales system boarding, baggage service, reservation and resolving related complaints and problems
- Trained and mentored CSAs on all job’s duties
- Served as the Chicago Midway Station Trainer for new hires, recurrent employees for FAA mandated material
- Modeled and maintained positive relationships with all Internal and External Customers to ensure the success of Southwest Airlines
- Reviewed work performance and met with CSAs to ensure their performance, attendance and appearance met Company expectations
- Reviewed CSA ticket transactions by auditing fare charged/change or refund for accuracy
- Resolved Customer complaints/grievances that may have resulted in over sale, delayed, or cancelled flights, lost/delayed luggage
Education
Diploma - Medical Assistiant
The Bryman School
05.1987
Skills
- Assertiveness
- Mediation skills
- Influencing skills
- Representative experience
Timeline
SR. Quality Practice Liaison
Aetna Better Health of Illinois/ CVS Health
05.2017 - Current
Program Coordinator I
IlliniCare Health – Centene Corp.
05.2015 - 05.2017
Site Supervisor
Christian Community Health Center
11.2012 - 02.2015
Customer Service Supervisor
Southwest Airlines
05.1989 - 09.2012
Diploma - Medical Assistiant
The Bryman School
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