Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kijiafa Burr

Schenectady

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Transition Care Coordinator

CDPHP
10.2022 - Current
  • Work collaboratively with members and families to build rapport and positively impact overall health status and compliance with health care service.
  • Schedule member appointments and ensure timely sharing of hospital records with primary and specialty care providers, ensuring proper consents are in place.
  • Practice and adhere to departmental, organizational and state guidelines.
  • Maintain comprehensive computerized records of all case management activities.
  • Maintain effective, cooperative working relationships with people both internally and externally as it relates to the operations and business of CDPHP.
  • Facilitates communication links among different disciplines involved in the member’s treatment.
  • Work independently and always maintain confidentiality. Respond to ad-hoc requests (filing, copying, responding to problems with printers, etc.)
  • Coordinate and monitor project status and/or manage small projects/programs, and/or participate in larger projects representing the team.

Quality Analyst

CDPHP
10.2018 - 09.2022
  • Collaborated in developing new procedures, and updated existing procedures when changes occur.
  • Assisted with staff training to achieve and maintain quality program goals.
  • Monitored inbound and outbound calls to ensure the staff were providing accurate information to the customers.
  • Identified areas of opportunity and provided coaching to underperforming staff.
  • Assisted in the production and update of staff resource materials including training modules, desk levels, and tip sheets.
  • Review data entry inputs for accuracy.

Contact Center Supervisor

Maximus
07.2013 - 10.2018
  • Supervised Contact Center staff, including the functions associated with the call center.
  • Monitored the performance of assigned staff, provided feedback and education to staff to improve performance.
  • Hired, trained, and prepared staff to respond to customer questions, complaints, and troubleshoot problems with services.
  • Created targets and goals for improvement.
  • Prepared monthly and annual performance reports.
  • Coached for performance improvement with an emphasis on gaining the root cause of negative behavior.
  • Conducted performance reviews, including annual goal setting, development plans, and mid-year review.
  • Managed the daily workflow.
  • Ensured adherence to all company policies.
  • Lead, mentored, and motivated team members to achieve their goals and perform to the best of their abilities.
  • Managed employee schedules and time sheets.

Education

Bachelor of Business Administration -

Berkley College
05.2019

Skills

  • Multitasking
  • Detail-oriented
  • Professional attitude
  • Problem identification
  • Conflict resolution
  • Tolerance of change
  • Case management
  • Quality assurance
  • HIPAA compliance
  • Client relationship management
  • Time management
  • Process improvements

Certification

  • Human Resource Management Graduate Certificate- August 2025

Timeline

Transition Care Coordinator

CDPHP
10.2022 - Current

Quality Analyst

CDPHP
10.2018 - 09.2022

Contact Center Supervisor

Maximus
07.2013 - 10.2018

Bachelor of Business Administration -

Berkley College

Similar Profiles

CREATE PROFILE