Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Timeline
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Chely Pryor
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Chely Pryor

Case Management Operations Lead
Falls Church,USA

Work Preference

Desired Job Title

Case Management Task Lead – TSA Programs (PreCheck, HME, TWIC, Aviation)Certified Medical InterpreterLeading A College Group in an Extensive Research ProjectPatient Access RepresentativeAdministrative Technician

Work Type

Full TimeContract Work

Location Preference

RemoteOn-SiteHybrid
Location: Falls Church, USA, US
Open to relocation: Yes

Important To Me

Career advancementWork-life balanceCompany CultureTeam Building / Company Retreats401k matchHealthcare benefitsWork from home optionFlexible work hours

Summary

Operations and customer service leader with experience managing high-volume teams, complex workflows, and client-facing operations across federal and healthcare environments. Proven success leading teams of 20+ analysts, improving operational efficiency, monitoring KPIs, resolving escalated issues, and ensuring compliance within highly regulated systems. Skilled in workflow optimization, staff development, reporting, cross-functional collaboration, and delivering high-quality customer experiences in fast-paced environments. Fluent in Spanish with experience supporting diverse patient and community populations through healthcare, government, and public service operations.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Case Management Task Lead – TSA Programs (PreCheck, HME, TWIC, Aviation)

ARETUM
Vienna, Virginia
10.2024 - Current
  • Promoted from PreCheck Task Lead to oversee HME, TWIC, and Aviation programs, expanding leadership scope across multiple TSA initiatives
  • Supervised 20+ case analysts, driving daily productivity, accuracy, and SLA compliance
  • Led end-to-end case management operations, including document review, adjudication support, and identity verification processes
  • Monitored performance metrics (AHT, backlog, completion rates) and implemented process improvements, enhancing operational efficiency and minimizing delays
  • Ensured adherence to federal regulations and TSA security protocols, maintaining high-quality and compliant case outcomes
  • Coordinated workload distribution across multiple programs, balancing high-volume queues and surge demands
  • Trained and mentored new and existing staff across PreCheck, HME, TWIC, and Aviation workflows
  • Collaborated with federal stakeholders and program leads to resolve escalations and streamline operational processes
  • Contractor supporting U.S. Department of Homeland Security – TSA

Certified Medical Interpreter

Liberty Language Services
Vienna, Virginia
06.2023 - 06.2025
  • Improved diagnosis timeliness: Interpreted complex medical instructions, facilitating timely diagnoses and treatment for 200 patient interactions monthly
  • Enhanced healthcare delivery: Bridged language barriers, enabling culturally sensitive care for over 50 patients weekly
  • Strengthened healthcare outcomes: Ensured accurate translation of medical information, supporting improved health outcomes for non-English-speaking patients.
  • Optimized patient consent: Streamlined consent processes, ensuring 20 patients understood risks and treatment alternatives daily
  • Increased patient satisfaction: Facilitated clear communication, reducing misunderstandings and improving overall patient experience

Leading A College Group in an Extensive Research Project

George Mason University
Fairfax, Virginia
08.2022 - 05.2024
  • Established clear goals and roles by setting project milestones, assigning roles based on team strengths, and ensuring alignment towards objectives.
  • Proactive Planning and Resource Allocation: Anticipated potential challenges, allocated resources effectively, and created a detailed timeline with buffer periods to keep the project on track.
  • Scheduled regular meetings to monitor progress, address emerging issues, and adjust plans.
  • Addressing Conflicts and Ensuring Accountability: Mediated conflicts assertively, facilitated discussions for informed decision-making, and ensured team members were on board and understood the rationale behind decisions
  • Led quality control process, reviewed research for accuracy and coherence, organized mock presentations, and presented final report, demonstrating thorough preparation.

Patient Access Representative

Inova Hospital Emergency Department
Falls Church, Virginia
08.2022 - 06.2023
  • Streamlined emergency services: Managed patient registration in high-stress areas, improving response times in stroke, trauma, ambulance, and CPR cases
  • Enhanced patient registration efficiency: Registered 150 patients per shift, ensuring accurate and timely intake
  • Developed comprehensive training programs covering hospital procedures, emergency protocols, and patient privacy, incorporating hands-on simulations to enhance new hire competence
  • Provided ongoing feedback and mentorship through immediate feedback, mentor assignments, and regular check-ins to support progress and address concerns
  • Fostered supportive environment by cultivating open communication, creating resource manual for quick problem-solving, and encouraging collaboration among team members

Administrative Technician

Department of Human Services
Arlington, Virginia
02.2021 - 08.2022
  • Enhanced client intake process: Conducted triage for 100 clients weekly, identifying emergency needs and directing to appropriate services.
  • Streamlined call handling: Managed 50 daily calls, providing critical information on human services programs and ensuring efficient communication.
  • Improved service navigation: Registered and referred 30 inquiries daily to various programs, enhancing client experiences in healthcare and social services
  • Optimized application processing: Processed 150 human services applications monthly, ensuring timely support through local and state databases
  • Optimized mail distribution: Managed incoming mail distribution, expediting client inquiry response times.

Tax & Enforcement Specialist

Commissioner of Revenue
Arlington, Virginia
07.2020 - 02.2021
  • Conducted field investigations of 50 residential facilities annually, ensuring accurate property assessments and enhancing overall tax compliance.
  • Resolved complex tax issues: Conducted research and responded to 10 complex tax inquiries monthly, ensuring compliance with tax laws
  • Interpreted new tax laws for 200 citizens and staff members annually, facilitating compliance and enhancing understanding of tax regulations.
  • Handled 30 inquiries weekly, providing clear guidance on vehicle personal property tax obligations and improving taxpayer communication.
  • Supported taxpayers: Assisted 100 citizens annually with state income tax forms, offering strategic tax advice

Tax Collector II

Office of the Treasurer
Arlington, Virginia
05.2017 - 07.2020
  • Serviced 50 accounts daily, ensuring effective handling of notifications and enforcement actions to improve account resolution.
  • Utilized multiple databases to locate and collect from delinquent accounts, enhancing overall debt recovery efforts.
  • Represented Arlington County, addressing revenue and tax issues through proactive public engagement.
  • Tailored training approaches to fit individual learning styles and strengths, providing each new hire with the support and resources needed to excel in their specific roles.
  • Implemented a structured system to track new hires' progress and provided continuous feedback and additional training.

Administrative Assistant

Offender Aid and Restoration (OAR)
Arlington, Virginia
08.2015 - 05.2017
  • Enhanced administrative support: Provided comprehensive support services, overseeing office inventory and documentation processes
  • Optimized client management: Maintained client records and facilitated appointments, enhancing efficiency of community service program
  • Strengthened communication: Translated 85-page training aid and 25 letters for asylum requests, bridging client language gaps
  • Boosted fundraising efforts: Coordinated events using SalesForce, raising over $110,000 in one fiscal year
  • Improved educational outreach: Organized and supervised anger management and substance use classes for offenders, promoting rehabilitation

Education

Bachelor of Science - Social Work

George Mason University
Fairfax, VA
05-2024

Associate of Science -

Northern Virginia Community College
Annandale, VA
11-2020

Skills

Operations Leadership Customer Service Management KPI & Performance Monitoring Escalation Resolution Workflow Optimization Team Leadership & Staff Development High-Volume Operations Quality Assurance & Compliance Call Center Operations Cross-Functional Collaboration Process Improvement & Reporting Healthcare & Patient Services Federal Regulatory Compliance Bilingual Communication (English/Spanish) Epic Systems, Salesforce, CLEAR, LexisNexis, Excel

Certification

  • Certified Medical Interpreter, Liberty Language Services, Vienna, Vienna, Virginia, 06/2023
  • Dean's List, George Mason University College of Health, Spring 2023
  • Career Studies Certificate in Business Information Technology, Training Futures/NVCC, McLean, McLean, Virginia, 2015

Volunteer Experience

  • Board Member, PHILLIPS Programs, Annandale, Annandale, Virginia, 11/20/22 to Present, Guided organizational direction: Ensured adherence to mission, vision, and values and participated in strategic planning., Supported executive leadership: Provided guidance, approved budgets, and assisted in fundraising strategies.
  • Youth Initiatives Intern, Northern Virginia Family Services (NVFS), Oakton, Oakton, Virginia, 05/20/23 to 05/20/24, Empowered at-risk youth: Contributed to the Intervention, Prevention, and Education (IPE) program, providing strategies to resist gang recruitment and fostering community support., Supported immigrant families: Delivered in-home mental health counseling, aiding family reunification and adjustment., Facilitated trauma recovery: Offered culturally competent counseling, addressing community and family violence.

Timeline

Case Management Task Lead – TSA Programs (PreCheck, HME, TWIC, Aviation)

ARETUM
10.2024 - Current

Certified Medical Interpreter

Liberty Language Services
06.2023 - 06.2025

Leading A College Group in an Extensive Research Project

George Mason University
08.2022 - 05.2024

Patient Access Representative

Inova Hospital Emergency Department
08.2022 - 06.2023

Administrative Technician

Department of Human Services
02.2021 - 08.2022

Tax & Enforcement Specialist

Commissioner of Revenue
07.2020 - 02.2021

Tax Collector II

Office of the Treasurer
05.2017 - 07.2020

Administrative Assistant

Offender Aid and Restoration (OAR)
08.2015 - 05.2017

Bachelor of Science - Social Work

George Mason University

Associate of Science -

Northern Virginia Community College

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Chely PryorCase Management Operations Lead