HAWANYA N. KERSHAW

• Functions as Team Leader/senior-level Enrollment Analyst. Provides leadership/guidance/direction/training to staff.
• Distributes work and is available to answer questions from staff.
• Acts as a resource for staff regarding any escalating issues.
• Keeps manager informed of any problems/issues that need resolving.
• Conducts quality reviews of completed work.
• Ensures that all audits are completed, verified, and closed.
• Performs analysis of audits to determine areas for training, development, and education.
• Ensures that quality work instructions/forms/documents are developed/revised as needed.
• Provides quality service and communicates effectively with external/internal customers in response to inquiries (correspondence, telephone).
• Obtains information from internal departments, providers, government and/or private agencies, etc. to resolve discrepancies/problems.
• Interprets various guidelines and provides input to required procedures.
• Generates and analyzes various provider reports to management.
• Participates in testing system changes related to provider files.
• Contributes/participates/completes special projects as assigned.
• Work environment: Typical office environment. Work may involve some travel between office buildings. Some out-of-town travel may be required.

• Perform any or all the following in the enrollment of providers: determine the acceptability of provider enrollment applications (which may be used for initial full application, reenrollment, reactivation, change of information); provide in-depth review and verification/validation of provider data; verify provider data by use of information databases and various organizations/agencies to ensure authenticity; sets up/tests EFT accounts.
• Process/enter/update provider data information/applications into appropriate enrollment database used in evaluating/tracking the processing of the application and/or updating of provider directories.
• Provide quality service and communicates effectively with external/internal customers in response to inquiries (correspondence, telephone).
• Obtain information from internal department, providers, government and/or private agencies, etc. to resolve discrepancies/problems.
• Supply enrollment applications and general information on the enrollment process to interested enrollees.
• Contribute to and participates on special projects related to provider files.
• Assist Technical Support staff with testing system changes related to provider files.
• Assists with process improvements related to Provider Enrollment.
• Assist with provider education and provider services training.

· Ensured effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.

Accurately documented inquiries.

· Initiated or processed adjustments or performed other research as needed to resolve inquiries. Coordinated with other departments to resolve problems. Responded to, researched and/or assisted with priority inquiries and special projects as required by management.

· Provided feedback to management regarding customer problems, questions, and needs. Maintained accurate records on complaints and/or other customer comments and made recommendations for changes to management.

· Maintained basic knowledge of quality work instructions and company policies. Assisted with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintained all departmental productivity, quality, and timeliness standards.

• Assisted management with verifying the accuracy and timeliness of workflow functions. Served as liaison, coordinating with other departments as needed. Ensured compliance with all applicable laws and standards

• Perform any or all the following in the enrollment of providers: determine the acceptability of provider enrollment applications (which may be used for initial full application, reenrollment, reactivation, change of information); provide in-depth review and verification/validation of provider data; verify provider data by use of information databases and various organizations/agencies to ensure authenticity; sets up/tests EFT accounts
• Process/enter/update provider data information/applications into appropriate enrollment database used in evaluating/tracking the processing of the application and/or updating of provider directories
• Provide quality service and communicates effectively with external/internal customers in response to inquiries (correspondence, telephone)
• Obtain information from internal department, providers, government and/or private agencies, etc
• To resolve discrepancies/problems
• Supply enrollment applications and general information on the enrollment process to interested enrollees
• Contribute to and participates on special projects related to provider files
• Assist Technical Support staff with testing system changes related to provider files
• Assists with process improvements related to Provider Enrollment
• Assist with provider education and provider services training
• Ensured effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
• Accurately documented inquiries
• Initiated or processed adjustments or performed other research as needed to resolve inquiries
• Coordinated with other departments to resolve problems
• Responded to, researched and/or assisted with priority inquiries and special projects as required by management
• Provided feedback to management regarding customer problems, questions, and needs
• Maintained accurate records on complaints and/or other customer comments and made recommendations for changes to management
• Maintained basic knowledge of quality work instructions and company policies
• Assisted with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations
• Maintained all departmental productivity, quality, and timeliness standards
• Assisted management with verifying the accuracy and timeliness of workflow functions
• Served as liaison, coordinating with other departments as needed
• Ensured compliance with all applicable laws and standards

• Answered calls in high call volume setting
• Processed fax request for services that required a pre-certification
• Forwarded all special requests to utilization/case management nurses for approval

• Company Overview: Kelly Services
• Answered calls in high call volume setting
• Processed fax request for services that required a pre-certification
• Forwarded all special requests to utilization/case management nurses for approval
• Kelly Services

• Assisted cooks and healthcare staff in making sure patients and residents received nutritious food
• Assisted in menu planning & maintained diet records

• Answered calls in high call volume setting
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot