Ayanna Jones

• Maintains extensive knowledge of Title IV regulations
• Reviews ISIRS, maintains communication with students, process all types of verifications and package students
• Provides financial aid counseling, for all students, while promoting responsible debt management
• Certifies, processes, and reconciles alternative and Parent Plus loans using ELM, PowerFaids and Sonis
• Ensures all guidelines of the Family Educational Rights and Privacy Act (FERPA) are thoroughly followed
• Aids students in completion of the FAFSA, HESC, MPN and Exit Counseling
• Attends Open House and registration events, both in person and online, for prospective students
• Answers student's or parent's inquiries and process all clearances (flight, housing and graduate candidates)
• Advises students responsibility at time of registrations, changing curriculums, or course withdrawals
• Troubleshoots PowerFaids and COD to process Title IV funds
• Works as liaison between Financial Aid and Bursar department to process both private scholarships and Veteran awards.
• Manages Federal Work Study program

• Aided students with the FAFSA, HESC, MPN, Exit and Entrance Counseling
• Assisted during Open House and registrations
• Answered phone and email inquiries
• Prepares documentation mailing for students
• Knowledge of Power Faids
• COD: check for MPN/Entrance counseling, plus loans and credit check with the help from counselors and Senior Associate Director
• Makes phone calls, email and send mail to students regarding verifications and processes
• Checks student verification with the assistant of one of the Financial Aid counselors
• Performs any additional duties assigned by the supervisor
• Responsible for checking the IP status on Power Faids
• Answers walk-in students, parents and employee inquiries
• Receives and record student documents into Power Faids
• Reviews SAP appeal documents before submitting to department
• Documents scholarship awards as needed
• Records and track team performance daily.
• Actively listened to students, handled concerns quickly and escalated major issues to supervisor.

• Assisted Operations team with daily activities for route support
• Processed journal entries and support month end analysis
• Provided reporting on all key indicators including Revenue and Expenses
• Assisted Human Resources through direct contact with employees and HR in regard to employment issues and benefits
• Assisted Payroll Administration in managing and processing exempt and non-exempt payrolls
• Performed general Administrative office management duties.

• Performed administrative duties to support the sales team backing up the Marketing Coordinator and liaison for the Finance department when needed and works cross-functionally with internal stakeholders while maintaining a CRM database.

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• Communicated with customers to assess and address individual needs, providing timely and quality support via Salesforce systems.

• Assisted with internal and external audits to confirm compliance with applicable laws and regulations.

• Coordinated service logistics for different health plans including Aetna, Anthem, Cigna, Empire, Healthnet, Humana, Oxford, and USFH
• Supervised 30+ employees to ensure highly efficient response ratio; 90-95% of calls answered within 30 seconds and administration of operational procedures
• Anticipated call volume trends via monitoring IPCC, Real time, and Historical reports
• Oversaw implementation of key projects designed to improve efficiency of call tracking process
• Prepared and recorded reports into spreadsheets for statistical analysis and performance tracking
• Maintained records of stop payments and refund requests on checks sent to finance department, provide narratives for each file
• Worked as a liaison with other departments; both internal and external for resolution of workflow for member and provider issues.

• Communicated Orthonet's policies and procedures to providers
• Complied with operational policies due to HIPAA guidelines for Cigna, Empire, Oxford and USFH
• Responded to provider telephone inquiries pertaining to eligibility verification, therapy authorization protocols, and general medical management policies and procedures
• Maintained department statistical standards during high volume calls.