Ann-Marie Brigil
Newport News,VA
Summary
Highly motivated and collaborative Legal and Customer Service Manager with 15+ years of legal and customer service experience. Documented strengths in effectively managing large caseloads and leading interdisciplinary teams. Dedicated to partnering with coworkers to promote empowering work culture. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
15
15
years of professional experience
Work History
Hearing and Legal Services Manager II
Department Of Medical Assistant Services
Richmond, Virginia
03.2016 - Current
- Manage daily operation of the Appeals Division Customer Service & Intake Unit.
- Oversee intake and processing of more than 10,000 provider informal Medicaid appeals and client Medicaid appeals per year.
- Monitor call center calls and track walk-in customer information to identify trends.
- Effectively supervise eight employees by implementing agency policies and protocols.
- Establish performance goals for team members and provide feedback on methods for reaching those milestones.
- Establish team priorities and monitor performance.
- Direct training and retraining of team members to boost performance and enhance business results.
- Maintain positive customer relations with internal and external stakeholders by addressing problems head-on and implementing successful corrective actions.
- Prepare weekly reports that highlight team metrics, key discussion items, team accomplishments, and planned activities.
- Conduct weekly team meetings.
- Attend weekly and monthly leadership team meetings.
- Prepare yearly Employee Work Profiles and conduct yearly performance evaluations.
Hearing Officer
Department Of Medical Assistance Services
Richmond, Virginia
03.2014 - 03.2016
- Conducted fair and impartial administrative fact-finding hearings for Medicaid members or applicants whose Medicaid benefits were cancelled, reduced, or terminated or whose Medicaid applications were denied.
- Elicited testimony and evaluated documents to determine whether action that was taken was in compliance with Medicaid policy and regulations.
- Evaluated physical and digital records, testimony and reports.
- Used critical thinking to evaluate facts of cases, evaluate solutions and make decisions.
- Drafted more than 1,000 full and administrative decisions.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines.
- Proved successful working within stringent deadlines.
Hearing Manager-License/Discipline Hearing Officer
Dept. Of Professional And Occupational Regulation
Richmond, Virginia
08.2007 - 03.2014
- Managed daily operation and administrative functions of the Board Administrative Proceedings Section.
- Recruited, hired and trained employees, provided direct supervision, leadership and guidance, ongoing staff development and continuing education to five employees.
- Conducted all licensing informal fact-finding hearings. Elicited testimony and reviewed evidence from applicants whose applications for professional licensure were denied based on their criminal record or prior disciplinary action by regulatory boards.
- Conducted disciplinary informal fact-finding hearings. Elicited testimony and reviewed evidence from regulants whose professional licenses or certifications were at risk of suspension or revocation by various regulatory boards.
- Drafted legally sound recommendations for submission, review, and adoption by various regulatory boards.
- Possessed knowledge of licensing and disciplinary regulatory requirements for over 19 professions and occupations.
- Monitored the agency court reporter contract by ensuring court reporting forms delivered services in accordance with contract requirements.
- Managed the Board Administrative Proceedings Section budget.
- Attended weekly leadership team meetings and prepared weekly reports for submission to the Deputy Director for Licensing.
Education
Commonwealth Management Institute Certification -
Virginia Commonwealth University
Richmond, VA2008
Paralegal Certification - Legal Studies
Old Dominion University
Norfolk, VA2004
Skills
- Regulatory Compliance
- Office Administration
- Critical Thinking
- Policy and Procedure Enforcement
- Verbal and Written Communication
- Staff Supervision
- Customer Service
- Leadership Development
- Hearing Preparation
- Complex Problem-Solving
- Regulations and Policies
- Legal Procedures
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hearing and Legal Services Manager II
Department Of Medical Assistant Services
03.2016 - Current
Hearing Officer
Department Of Medical Assistance Services
03.2014 - 03.2016
Hearing Manager-License/Discipline Hearing Officer
Dept. Of Professional And Occupational Regulation
08.2007 - 03.2014
Commonwealth Management Institute Certification -
Virginia Commonwealth University
Paralegal Certification - Legal Studies
Old Dominion University
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