Keisha Clarke
New York
Summary
Dynamic, results-driven professional with extensive customer service expertise and a solid foundation in the healthcare sector, consistently surpassing technical, business, and client expectations. With over 10 years of experience, demonstrates proficiency in utilizing enterprise technology and relational databases to enhance operational efficiency and reduce client stress. A collaborative team player thriving in diverse and innovative environments, actively seeking challenging opportunities to drive growth and excellence. Committed to delivering exceptional service and solutions that align with organizational goals.
Overview
22
22
years of professional experience
Work History
Supervisor Downstate East
Maximus, Inc.
New York, NY
11.2022 - 05.2026
- Managed liaison duties between HRA and Maximus personnel, focusing on collaborative consumer aid.
- Evaluated applicants through interviews and made hiring recommendations to strengthen organizational talent.
- Analyzed employee performance metrics to inform decisions on quarterly bonuses and focal point assessments.
- Guided coaching staff through targeted training and development initiatives.
- Support staff in their career goals
- Developed and implemented weekly schedules to optimize site operations.
- Meet with staff and colleagues for monthly meetings.
- Submit timely reports.
- Coordinated acquisition and distribution of essential tools and materials to support staff operations.
- Performed detailed site and securities audits to identify potential risks and enhance operational integrity.
- Conduct CYES audits.
- Organized and led weekly personal check-ins with staff, focusing on performance and development needs.
- Facilitated cross-team collaboration and executed special projects as directed by management.
- Managed daily operational activities to maintain compliance with established safety regulations.
- Trained and mentored team members to enhance skills and productivity.
Lead Field Enrollment Counselor
Maximus, Inc.
New York, NY
06.2021 - 11.2022
- Delivered comprehensive outreach and enrollment services, providing clients with essential information on managed care options and public health programs at various provider sites.
- Conducted thorough evaluations of staff performance to enhance team effectiveness.
- Oversaw daily operational tasks in outreach department, ensuring effective workflow in supervisor's absence.
- Provided technical assistance to the staff and escalated to the Supervisor and the IT department.
- Coordinated and completed various administrative and operational tasks to support project management and fulfill business requirements.
- Monitored and analyzed developments in New York Medicaid Choice Program to ensure compliance and informed decision-making.
- Executed additional responsibilities assigned by project manager to align with business objectives.
Field Enrollment Counselor
Maximus, Inc.
New York, NY
09.2012 - 06.2021
- Guided clients through enrollment and dis-enrollment procedures to enhance service accessibility.
- Executed sorting and processing of enrollment, transfer, and dis-enrollment forms, conducting thorough accuracy checks to enhance operational efficiency.
- Collaborated with internal teams to enhance program offerings and streamline application workflows.
Data Verification Assistant
Maximus, Inc.
New York, NY
06.2012 - 09.2012
- Facilitated documentation preparation for potential referral to Office of Professional Medical Conduct (OPMC).
- Monitored and verified daily OPMC activities to support effective management of licensing processes.
- Partnered with data analyst to ensure accuracy and reliability of verification processes.
- Administered data verification database, ensuring accurate publication of license actions on public website.
- Assisted physicians with diverse duties related to profile management to ensure seamless workflow.
Customer Service Project Coordinator
Maximus Inc. NYS Physician Profile
New York, NY
04.2004 - 06.2012
- Provided prompt assistance by addressing inquiries from both physicians and consumers through incoming calls.
- Managed relationships and information exchange between government entities and third-party organizations to support effective program implementation.
- Streamlined management of filing system housing over 100,000 client profiles for efficient retrieval.
- Analyzed and resolved issues raised by physicians and consumers, ensuring effective communication and support.
- Clarified and explained profile details in response to physician and consumer questions.
- Coordinated various administrative duties, ensuring seamless support for staff activities.
Customer Service Project Coordinator
Maximus Inc. NJ Health Care Profile
New York, NY
04.2004 - 06.2012
- Delivered timely technical assistance to physicians, enhancing web authorization efficiency and user experience.
- Addressed user issues and delivered effective resolutions in alignment with contracted support agreements for physicians.
- Implements systematic filing procedures for maintaining over 30,000 client profiles, ensuring data integrity.
- Managed relationships and ensured effective dialogue between government agencies, specifically with NJ State Board of Medical Examiners, to streamline processes.
Education
Associate degree - Business Administration
Taylor Business Institute
New York, NY07-2005
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Manhattan Institute
New York, NY09-2003
Skills
- Windows XP/7
- Goal oriented
- Staff management
- Microsoft Office Suite 2007/2010
- Problem/Resolution
- Data Entry
- Customer Relations
- Database management
- Medical Billing/Coding
- Medical Benefit Enrollment
- Decision-making
- Operations management
Timeline
Supervisor Downstate East
Maximus, Inc.
11.2022 - 05.2026
Lead Field Enrollment Counselor
Maximus, Inc.
06.2021 - 11.2022
Field Enrollment Counselor
Maximus, Inc.
09.2012 - 06.2021
Data Verification Assistant
Maximus, Inc.
06.2012 - 09.2012
Customer Service Project Coordinator
Maximus Inc. NYS Physician Profile
04.2004 - 06.2012
Customer Service Project Coordinator
Maximus Inc. NJ Health Care Profile
04.2004 - 06.2012
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Manhattan Institute
Associate degree - Business Administration
Taylor Business Institute