Caressa Graham
Norfolk,VA
Summary
Leadership Style: Democratic or Participative Leader
Advanced manager who encourages the team members to actively participate in the decision-making process.
A considerable amount of authority is delegated to the team members who play an active role in leading individual projects.
Results-oriented Operations Leadership with more than 12 years of experience in day-to-day business operations management. A liaison to key clients, accounts and external business stakeholders. A unique ability to leverage trends across industries and markets to derive solutions and approaches that create value for customers and profitability for the company. Demonstrated ability to streamline processes and make them more efficient and productive. Applied a multi-faceted approach to managing that embraces safety, operations and productivity across multiple business lines. A merger and acquisitions specialist adept in creating a seamless integration of new operations and businesses.
Efficient multi-tasker able to manage time effectively while working on several projects.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Project Manager
Adp- Automated Data Processing
04.2022 - 11.2022
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs, and monitored performance.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Oversaw high profile projects for by planning, designing, and scheduling phases.
- Drove team success through shared vision and recognition of quality performance.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Headed project teams specializing in design and launch activities.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
COVID-19 Vaccine Center Lead Site Coordinator
Virgina Dept Of Health
10.2021 - 04.2022
- Coordinated site investigations, documented issues and escalated to executive teams.
- Responsible for day-to-day supervision of other Site Coordinators assigned to each site.
- Supervisor schedules for other Site Coordinators
- Ultimately responsible for oversite of operations at a CVC, which includes managing:
- Vaccine software user access and troubleshooting issues
- Clinic management in for software
- Registration support as needed
- First-line user support during clinic operations and the first point of issue escalation to the Fixed POD Site Lead
- Ensures data is transmitted to the state immunization system at the close of every clinic
- Data management, including quality control
- Generating reports as needed by the Program Manager and CVC Team lead
- Handles sensitive, HIPAA-protected data in a responsible manner.
- Contributes to team effort by accomplishing related results as needed.
- Ensures that contracted vendor and other VDH staff operate the CVC in an effective and safe manner.
Operations Manager
Center For Autism And Related Disorders, Inc
11.2020 - 09.2021
- Implement and represent CARD policy enthusiastically
- Oversee administrative staff and daily office operations of their satellite office (7 BCBA and 30 Therapist)(Scheduling Manager)(BTL Trainer)
- Human Resources-Recruitment ,Interview, Onboarding ,Schedule Training
- Track data and prepare management reports (reports include but are not limited to: potential client list, contract fulfillment, billable percentages, timesheets, turnover, applicant tracking, P&L)
- Prepare and maintain employee and client rosters and files
- Responsible for scheduling of all local clients and staff
- Ensure accurate and on-time submittals of client and employee timesheets of their local office
- Act as liaison between CARD satellite office and Corporate Headquarters
- Outreach to build professional relationships and to meet projection goal
- Manage office supplies budget and purchase orders of their local office (procurement/Facilities/Lease Agreement Contract)
- Implement procedures to improve office performance (i.e. minimize session cancellations, minimize staff turnover)
- Maintain client and employee privacy in accordance with CARD policy and HIPAA regulations
- Attend/lead required trainings and meetings
- Hold quarterly coaching sessions and annual performance reviews with direct reports (Administrative Staff)
- Responsible for achieving performance goals including but not limited to 95% contract fulfillment and minimum billable requirements
- Implement procedures which assist their local office in maximizing minimum billable requirements Must keep abreast of changing organizational needs as it relates to business systems, legal practices, HIPAA compliance, and technology
- Meet monthly with assigned Senior Operations Manager to receive supplemental trainings and to review monthly goals that are in line with quarterly goals set by Regional Manager
- EMR-ESP21
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives
- Spearheaded department training for appraisals of new components
- Led warehouse improvement initiatives to advance operational efficiencies and increase revenue
- Identified and resolved unauthorized, unsafe or ineffective practices
Project Management Consultant
Community Direct Services
05.2019 - 10.2020
- Handled any problems or issues during project implementation
- Devised new and improved records management programs to organize and protect data
- Created and executed all elements, including policies, procedures and training for network resource administration and business continuity
- Managed revenue strategies, sales and customer engagement tactics, increasing client base 85%
- Collaborated with operations manager on staff compliance with all financial and banking regulations
- Developed and implemented accounting, financial and operational systems
- Prepared operational and risk reports detailing financial metrics to help management make proactive decisions
- Posted and adjusted payments from insurance companies.
- Evaluated patients' financial status and established appropriate payment plans.
- Located errors and promptly refiled rejected claims.
- Printed and reviewed monthly patient aging report and solicited overdue payments.
- Microsoft -PMP Software
- EMR- EPIC
Supervisor
BroadPath Healthcare Solutions
10.2018 - 05.2019
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Documented and communicated all claim activity in a timely and effective manner, while supporting the outcome of claim files
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Provided Medical benefits coverage for customers
- Thoroughly review claims to ensure that there is no missing or incomplete information
- Review and research assigned claims by navigating multiple computer system and platforms and accurately capture the data/information necessary for processing (e.g. verifying pricing, prior authorizations, etc.)
- Researches and resolves billing problems and discrepancies
Practice Administrator
My Favorite Therapist
06.2016 - 06.2018
- Oversee administrative staff and daily office operations (8 BCBA and 44 Therapist)(Scheduling Manager)(BTL Trainer)(OT-SLP-PT)
- Developed and distributed employee work schedules based on operational needs and employee requests
- Human Resources-Recruitment ,Interview, Onboarding ,Schedule Training
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Posted and adjusted payments from insurance companies.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of office personnel and activities.
- Handle banking activity & bank relationship management
- Day-to-day responsibilities of billing manager include preparing and submitting invoices through electronic or non-electronic means to ensure processing and payment; resolving issues related to payments by clients such as rejection or deduction analysis; and communicating with clients, legal staff, or others to coordinate revisions or adjustments for re submission
- Billed daily for OT, PT, Speech and ABA via HMO,PPO & Government
- Perform retail deposit reconciliation & lockbox file maintenance
- Reviewed human resource paperwork for accuracy and completeness by verifying, collecting and correcting additional data.
- EMR-Advanced MD
- EMR -Central Reach
Practice Manager
The Learning Resource Center
09.2013 - 03.2016
- Oversee administrative staff and daily office operations of their satellite office (4 BCBA and 25 Therapist)
- Human Resources-Recruitment ,Interview, Onboarding ,Schedule Training
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents.
- Developed standard operating procedures for all administrative employees.
- Managed billing calendar and scheduled claims for payments.(Recycle Manager)
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Reviewed outpatient records and interpreted documentation to identify all diagnoses and procedures.
Office Coordinator
Riverside Medical Center
01.2011 - 07.2012
- 4Managed office activities by maintaining communication between clients, tracking records and filing all documents.
- Followed through on various and diverse assignments in timely manners to meet deadlines and provide customer care.
- Answered and routed telephone calls to support client services.
- Ordered all office supplies including ink cartridges, toner and paper.
- Performed office duties, including answering multi-line phones, greeting patients, filing, sorting and handling incoming and outgoing mail.
- EMR-EPIC
- Managed 4-employee 1 office, supervising workers and enhancing productivity and efficiency
Education
Ph.D. - Project Management
Liberty University
Lynchburg, VA12.2024
Master of Healthcare Administration -
Ashford University
San Diego, CA10.2020
BBA -
Ashford University
San Diego, CA2019
Skills
- Project Management
- Team leadership
- Staff development
- Conflict resolution
- Budgeting and finance
- Revenue Cycle
- Credentialing
- Data collection and analysis
- Business Operations
- Exceptional Microsoft Excel skills
- Human resources management
- Talent management
- Finance and Accounting
- Financial budgeting
- Regulatory compliance
- Problem Resolution
- Risk Management Skills
- Salesforce knowledge
- Microsoft Project
Affiliations
- Member, Management Leadership of Tomorrow , 2017 to Current
- Healthcare Financial Management Association (HFMA)
- Project Management Institute
Certification
- Certification in Notary Public
- First Aid/CPR Certified
- PMP - Project Management Professional
Software
Proficient in CPT, ICD-10 HCPCS and Modifier Coding, QuickBooks Pro, Quickens, Microsoft Office XP, Microsoft Office 2000, Microsoft Office Internet Explorer, Outlook, Outlook Express, PowerPoint, Adobe Photoshop, Adobe Illustrator, and Lotus Software - WEBPT. AdvancedMD. Best Notes, Therabill, Practice Fusion, Central Reach, Bright Tree, Medicaid, Medicare and all commercial carriers Specialize in Behavioral Health and Pediatrics Credentialing providers for enrollment of carriers Project Management
Timeline
Project Manager
Adp- Automated Data Processing
04.2022 - 11.2022
COVID-19 Vaccine Center Lead Site Coordinator
Virgina Dept Of Health
10.2021 - 04.2022
Operations Manager
Center For Autism And Related Disorders, Inc
11.2020 - 09.2021
Project Management Consultant
Community Direct Services
05.2019 - 10.2020
Supervisor
BroadPath Healthcare Solutions
10.2018 - 05.2019
Practice Administrator
My Favorite Therapist
06.2016 - 06.2018
Practice Manager
The Learning Resource Center
09.2013 - 03.2016
Office Coordinator
Riverside Medical Center
01.2011 - 07.2012
Ph.D. - Project Management
Liberty University
Master of Healthcare Administration -
Ashford University
BBA -
Ashford University
- Certification in Notary Public
- First Aid/CPR Certified
- PMP - Project Management Professional
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