Christina Wilson
Hagerstown,Maryland
Summary
Results-oriented Management Analyst with extensive experience at the Department of Health and Human Services, focusing on process improvement and performance monitoring. Recognized for implementing strategic initiatives that enhance operational efficiency and elevate customer service standards. Possesses strong analytical skills and a commitment to achieving impactful results through effective team collaboration.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Management Analyst
Department of Health and Human Services
Rockville, MD
01.2025 - Current
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Analyzed customer feedback surveys to identify trends in customer service issues.
- Implemented unique methods and methodologies, which helped reduce, and resolve issues.
- Developed presentations for executive briefings on key performance indicators.
- Researched and led investigations into various areas to drive improvements and devise new processes.
- Monitored performance metrics against established standards and benchmarks.
- Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
- Maintained up-to-date knowledge of industry trends and best practices.
- Facilitated communication between cross-functional teams to ensure alignment with organizational objectives.
Provider Relations Manager
Centene Corporation
Baltimore, MD
04.2024 - 10.2024
- Responded promptly to inquiries from internal staff or external partners regarding program operations.
- Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
- Assisted in preparing grant proposals for potential funding opportunities.
- Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
- Developed and implemented health program policies and procedures.
- Established goals for each program based on available resources and desired outcomes.
- Collaborated with external stakeholders such as funders, donors, and vendors.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Developed strategies for addressing challenges faced by the organization's health programs.
- Served as a liaison between the organization and its partners in the healthcare industry.
Project Manager
CareFirst BCBS
Baltimore, MD
07.2023 - 04.2024
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Built and established strong partnerships with teams, vendors and contractors.
- Conferred with project personnel to identify and resolve problems.
- Provided guidance to team members regarding tasks assigned to them.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Assisted in developing strategies for increasing provider participation rates in quality initiatives.
- Analyzed and interpreted patient, nursing or information systems data to improve care.
- Analyzed results from various healthcare databases to identify opportunities for improvement in care delivery processes and outcomes.
- Assisted in the development of a comprehensive tracking system for monitoring data collection activities related to HEDIS measures.
- Responded promptly and thoroughly to inquiries from external organizations such as insurers or accreditation agencies about our organization's compliance with HEDIS standards.
- Developed and maintained detailed knowledge of all HEDIS measures and protocols.
Project Manager
UnitedHealthcare
Minnetonka, MN
05.2022 - 07.2023
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Compiled reports summarizing customer feedback related to product performance or service quality.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Prepared daily reports on registration activities, highlighting areas for improvement.
Project Manager
UnitedHealthcare
Baltimore, MD
05.2016 - 07.2023
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Facilitated root cause analyses for any identified discrepancies or areas of non-compliance.
- Drafted training materials, presentations, manuals and SOPs to support informatics policies and procedures.
- Informed local, state, national and international health policies on information management and communication.
- Organized educational seminars regarding preventive health measures and healthy lifestyle choices.
- Delivered healthy living and disease management information to specific population groups.
- Served as a liaison between healthcare providers and community organizations.
- Developed and maintained working knowledge of products, payer guidelines, and regulatory rules.
- Handled research and administrative tasks to support community outreach and program initiatives.
- Monitored client progress towards health goals and objectives.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Collaborated with other departments to coordinate activities related to the administration of the Medicaid program.
- Assisted in the development of new products or services related to Medicaid programs.
- Monitored performance metrics such as cost per service unit provided or return on investment for each product and service line offered under the Medicaid Program.
- Organized events such as conferences or seminars aimed at promoting awareness around specific topics relevant to the organization's mission statement.
- Developed detailed reports regarding HEDIS performance, including areas of improvement.
Education
MBA - Healthcare Administration
American InterContinental University
Schaumburg, IL06-2021
BBA - Healthcare Administration
American InterContinental University
Schaumburg, IL07-2017
Skills
- Process improvement
- Performance monitoring
- Team collaboration
- Critical thinking
- Strategic planning
- Customer service
- Operational efficiency
- Analytical thinking
Certification
Certified Community Health Worker- 2018
Mental Health Crisis Facilitator Certificate-2016
Timeline
Management Analyst
Department of Health and Human Services
01.2025 - Current
Provider Relations Manager
Centene Corporation
04.2024 - 10.2024
Project Manager
CareFirst BCBS
07.2023 - 04.2024
Project Manager
UnitedHealthcare
05.2022 - 07.2023
Project Manager
UnitedHealthcare
05.2016 - 07.2023
MBA - Healthcare Administration
American InterContinental University
BBA - Healthcare Administration
American InterContinental University