WHITNEY JAMES-GRANT
Fort Worth
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
Work History
Management and Program Analyst
Federal Aviation Administration, FAA
11.2023 - Current
- Facilitated effective communication between team members, fostering a positive work environment conducive to collaboration.
- Monitored program performance against established benchmarks, taking corrective action as needed to realign with desired outcomes.
- Identified opportunities for process improvement, resulting in increased operational efficiency across the organization.
- Implemented quality assurance measures, leading to a significant reduction in errors and rework.
- Optimized budget allocation for projects, reducing unnecessary expenses and directing funds toward high-impact areas.
- Evaluated program performance, identifying areas for improvement and implementing changes to increase effectiveness.
- Work closely with regional Safety and Standards branch manager and team lead to facilitate team cohesiveness.
Business Office Manager
Life Care Center of Waynesville
11.2020 - 11.2023
- Effectively manage and oversee bookkeeping functions including: posting payments and charges to patient ledgers, balance daily receipts, collect delinquent accounts, and evaluate need for and refer delinquent accounts to collection agency
- Maintain facility checkbook and reconcile checkbook monthly
- Manage and oversee patient accounts
- Recruit, select, hire, train, evaluate, counsel, and supervisor business office staff
- Effectively manage and operate within budget
- Record A/P transactions accurately and in timely manner
- Accurately reconcile A/P and payroll statements
- Process facility payroll accurately and in timely manner
- Prepare and verify quarterly payroll reports timely
- Dependable, regular attendance
- Responsible for all data management and processing of vendor payments and associate payroll in accordance with all applicable laws, regulations, and Life Care standards.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Executive Director.
- Monitored front areas so that questions could be promptly addressed.
- Work with Executive Director to perform day to day operations.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Identified issues, analyzed information and provided solutions to problems
- Learned and adapted quickly to new technology and software applications
Professional Support Staff Member
Infuze Credit Union, MSP 1
02.2019 - 11.2020
- Receive incoming calls and determine products, services or resources caller could benefit from
- Provide direct support services to member or connects them with staff in appropriate department
- Professionally answer phones, receive over 60 customer calls daily and provides quality member service
- Attended training sessions to stay updated on procedures and services.
- Send bank to bank wires, Western Union Money Orders, member check orders, stop payments and assist with personal teller machines
- Assists with deposits, withdrawals, loan payments, cashing checks via personal teller machines.
CSP/Senior Health Advocate
United Healthcare
06.2015 - 12.2018
- Patient verification with HIPPA laws
- Identify topic and type of assistance caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Internal Claims support; simple claims processing and adjustments
- Intervene with care providers (doctor’s offices) on behalf of customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Efficiency, call quality, customer satisfaction, first call resolution and attendance
- Extensive work experience, multiple functions, works independently, mentor others
- Coordinates others’ activities; applies knowledge/ skills to complex activities
- Acts as technical resource for others in own functions
- Anticipates customers’ needs and proactively identifies solutions
- Plans, prioritizes, organizes and completes work to meet established objectives
- Acts as facilitator to resolve conflicts on team; seen as key team member on project teams
- Knowledge of ICD-10 and medical coding
Education
Master of Health Administration - Healthcare Administration
University of Phoenix
Houston, TX10.2018
Bachelor of Science - Biology
Drury University
12.2014
Associate of Science - General Studies
Drury University
12.2013
Skills
- Accounts Payable and Receivable
- Customer Service Management
- Office Administration
- Spreadsheet and Database Creation
- Workload Prioritization
- Training and Development
- Administration and Operations
- Financial Records and Processing
- Advanced Excel Spreadsheet Functions
- Advanced problem solving
- Advanced understanding of Microsoft Office Programs
- Performance Evaluations
- Strategic planning
Timeline
Management and Program Analyst
Federal Aviation Administration, FAA
11.2023 - Current
Business Office Manager
Life Care Center of Waynesville
11.2020 - 11.2023
Professional Support Staff Member
Infuze Credit Union, MSP 1
02.2019 - 11.2020
CSP/Senior Health Advocate
United Healthcare
06.2015 - 12.2018
Bachelor of Science - Biology
Drury University
Associate of Science - General Studies
Drury University
Master of Health Administration - Healthcare Administration
University of Phoenix
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