Jacqueline Rivera

· BNL policies and federal travel regulations, ensuring adherence to financial guidelines.

· Conducted mathematical calculations to validate travel-related expenses, including relocation costs, identifying discrepancies and ensuring accuracy.

· Performed monthly expense report self-assessments, identifying errors and recommending process improvements to enhance efficiency and cost- effectiveness.

· Provided prompt and accurate responses to customer inquiries, addressing escalations and ensuring timely resolution of issues.

· Reviewed and suggested modifications to existing systems and procedures to optimize workflow and compliance.

· Collaborated with the Travel Supervisor and team to develop and implement a comprehensive training plan for administrative staff, strengthening travel policy knowledge across the Lab.

Built strong relationships with Lab administrative professionals, facilitating training and support for expense report procedures and related travel issues.

· Assisted in internal and external travel audits, ensuring adherence to BNL and DOE business rules, cost monitoring, and compliance requirements.

· Supported continuous process improvements within the travel function, contributing to the enhancement of operational efficiency.

Completed additional tasks and responsibilities as designated by the Travel Supervisor to support departmental objectives.

Stretch Assignment – Business Operations Office |
(Julie Pergan & Team)

• Support directorate-level business operations activities across HR and the Business Services Directorate.
• Assist with workflow coordination, compliance review, and cross-organizational communication.
• Gain exposure to contract oversight, procurement processes, and business operations supporting ITD, HR, and BSD.

• Manage Outlook calendars, schedule meetings, reserve conference rooms, provide meeting and workshop support, order supplies, enter purchase requisitions, and process domestic and foreign travel.
• Conference management and maintenance of websites for reviews.
• Create agendas, meeting notices, and maintenance of documentation for weekly/bi-weekly meetings.
• Provide administrative support for hosted workshops/conferences/tours.
• Use laboratory PeopleSoft financial systems to prepare and process web requisitions, eProcurement orders, pay vouchers, and other transactions, misc. payments, equipment move requests, shipping memos, vendor contracts, and licenses.
• Arrange direct bill lodging and auto rentals for employees and guest at the lab.
• Reconcile commitment report provided by the expense manager and close purchase orders.
• Manage and maintain BSA accounts funds to ensure compliance with BNL policy and guidelines.
• Monitor and order supplies (web requisitions / E-buy, etc.)
• Manage guests and visitors through the BNL Guest Information System (GIS) and open to the public.
• Processing of Environmental Compliance Staff’s domestic and foreign travel authorizations and expense reports, purchasing inventory from stock, and completing purchase orders.
• Manage webpages, update content, format page layouts as needed, and ensure links are functional.
• Support DEI and ERG special lens groups and DE&I council liaison.
• Participate in a stretch assignment with the travel office which includes confirming expense report are compliant with BNL policy, identifying mistakes and corrections, relationship building with vendors.

• Resolved product and service issues by actively listening to customer complaints, identifying root causes, and implementing effective solutions while ensuring timely follow-up for resolution.
• Monitored compliance with organizational policies and industry regulations, escalating urgent matters to the appropriate departments within required timeframes.
• Researched, vetted, and coordinated with providers and suppliers to deliver services within compliance guidelines, ensuring seamless scheduling of non-emergent medical transportation for members.
• Managed high-volume inbound calls, providing accurate information and assistance to support the smooth operation of CMT.
• Maintained rapid response standards, consistently reading and addressing emails within 15–30 minutes and responding to all inquiries within one hour to enhance communication efficiency.
• Delivered compassionate service support to members, families, and caregivers, ensuring positive customer experience while addressing their needs effectively.

• Conduct thorough secondary reviews of CHP, FHP, and Medicaid applications, ensuring data accuracy and compliance with state guidelines.
• Manage incoming interdepartmental and external inquiries, assigning and resolving requests from providers, lead agencies, and state entities in a timely manner.
• Document, analyze, and resolve verbal and written inquiries from providers and lead agencies, offering clear and actionable solutions.
• Coordinate and support departmental member retention initiatives, contributing to process improvements and member satisfaction.
• Supervise, train, and mentor new enrollment staff, providing guidance on processing, inquiry resolution, and workflow optimization.
• Assist in the scheduling and management of staff workflow, ensuring efficient resource allocation and adherence to deadlines.
• Support management with special assignments, including departmental projects and strategic initiatives.
• Ensure compliance with state requirements and protocols, maintaining up-to-date knowledge of regulations and best practices.
• Perform Quality Assurance reviews over completed applications, identifying discrepancies and recommending corrective actions.
• Review and resolve State income review, name, and SSN Match reports, ensuring accurate data processing and compliance.
• Conduct outreach to potential members via mail and phone, guiding them through the NY State Health Exchange Marketplace enrollment process.
• Resolve transaction issues received through the NY State Health Exchange Marketplace, providing solutions to ensure seamless enrollment experiences.