Kijiafa Burr
Schenectady
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
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
10.2013 - 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
- Performance management
- Onboarding and orientation
- Quality assurance
- Process improvements
- Monitoring tools
- Client relationship management
- Recruiting
Certification
Human Resource Management, Champlain College - 2025
Timeline
Transition Care Coordinator
CDPHP
10.2022 - Current
Quality Analyst
CDPHP
10.2018 - 09.2022
Contact Center Supervisor
Maximus
10.2013 - 10.2018
Bachelor of Business Administration -
Berkley College