Lucy T. Wilson-Kear
Silver Spring,MD
Summary
Dynamic and results-driven professional with over a decade of experience in health care administration, Medicaid policy, long-term care coordination, customer service management, and commercial sales leadership. Demonstrates a proven ability to lead cross-functional teams, manage complex projects, and enhance organizational performance across both public and private sectors. Skilled in streamlining eligibility and enrollment operations, improving member services, and fostering stakeholder engagement at local, state, and international levels. With a strong foundation in policy development and program implementation, I have successfully led major initiatives in Medicaid Long-Term Services and Supports (LTSS), overseen health care delivery models, and ensured regulatory compliance across diverse service platforms. Equally adept at managing high-volume call centers, developing customer retention strategies, or increasing market share in competitive environments, I bring a unique combination of government insight and business acumen. I am an effective communicator, strategic thinker, and collaborative leader, passionate about operational excellence, equitable access to care, and delivering customer-centered services.
Diligent, with solid background in coordinating diverse projects from inception to completion. Successfully supported cross-functional teams to achieve project milestones and deliverables. Demonstrated effective communication and organizational skills in fast-paced environments.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Long-Term Care Project Coordinator
Department of Health Care Finance
02.2013 - Current
- Coordinate Long-Term Services and Supports (LTSS) Initiatives: Oversee the planning and execution of LTSS projects, ensuring they align with DHCF's strategic goals and comply with federal and District regulations.
- Act as a Liaison: Serve as a bridge between Department of Health Care Finance (DHCF) and other agencies, such as the Department of Aging and Community Living, Department Health and Human Services-Economic Services Administration, Home Health Agencies Provider, Adult Day Health Program etc, to streamline service delivery and implement policies for long-term care programs.
- Develop Evaluation Frameworks: Create and implement frameworks to assess the effectiveness of long-term care (LTC) programs, utilizing data analytics to inform ongoing improvement efforts.
- Manage Stakeholder Engagement: Engage with both internal and external stakeholders, including community organizations and service providers, to gather input, address concerns, and foster collaborative relationships.
- Budget Development and Monitoring: Assist in the development and monitoring of budgets for LTC projects, ensuring efficient resource use and adherence to financial guidelines.
- Develop Training and Technical Assistance Programs: Create and implement training programs and provide technical assistance to enhance the capabilities of service providers and stakeholders.
- Ensure Compliance with Regulatory Requirements: Stay informed about changes in laws and regulations affecting long-term care, ensuring that DHCF's programs remain compliant and adapt to new mandates.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
Associate Director
Department of Health Care Finance (DHCF)
11.2010 - 02.2013
- Served as liaison for DHCF LTCA's Medicaid eligibility rules and regulations interpretations to the Department of Human Services – Economic Security Administration, Medicaid Providers, and DHCF’s LTCA Administration.
- Coordinate and collaborate with the District’s residents, Medicaid sister agencies (Department of Community Living, Department of Disability Services (DDS), DC Department Health and Human Services (HHS), Department of Health (DOH), Home Health Agencies providers (HHAs), Managed Care Organizations (MCOs), and Case Management Agencies(CMAs)to include Adult Day Health Program (ADHP) Providers to resolve issues efficiently and avoid duplication of efforts.
- Lead the creation, implementation, and evaluation of eligibility policies for Medicaid, the DC Healthcare Alliance, CHIP, and other health programs, ensuring compliance with federal and District regulations.
- Collaborate with agencies like the Department of Human Services (DHS) to ensure consistent application of eligibility policies across programs and to facilitate seamless service delivery. DHCF
- Oversee the administration of eligibility-related programs, including planning, implementation, and evaluation of activities to ensure they meet established goals and objectives. DHCF
- Ensure that eligibility determinations and processes adhere to federal and District laws, including the Medicaid State Plan, and implement quality assurance measures to maintain program integrity.
- Stakeholder Engagement: Engage with internal and external stakeholders, including community organizations and advocacy groups, to gather input on policy development and address concerns related to eligibility and access.
- Data Analysis and Reporting: Utilize data analytics to monitor program performance, identify trends, and inform policy decisions. Prepare reports for senior leadership and external partners to demonstrate program outcomes.
- Staff Supervision and Development: Manage and mentor a team of analysts and policy specialists, providing guidance on complex eligibility issues and supporting professional development to enhance team capabilities.
Member Services & Enrollment Manager
Health Right, Inc.
12.2008 - 08.2010
- Oversee Enrollment Processes: Manage and streamline the enrollment procedures for clients across Health Right programs, ensuring timely and accurate processing of applications and adherence to eligibility criteria.
- Supervise Member Services Team: Lead the member services staff by providing training, support, and performance evaluations to ensure high-quality service delivery and client satisfaction.
- Maintain up-to-date knowledge of federal, state, and local regulations related to healthcare enrollment and ensure that all processes comply with these standards.
- Work closely with clinical, administrative, and outreach teams to coordinate efforts, share information, and improve overall service integration for clients.
- Track enrollment data, analyze trends, undocumented immigrants (The District Alliance Program) and prepare reports to inform leadership decisions and identify areas for improvement in member services.
- Enhance Client Experience: Develop and implement strategies to improve client enrollment experience, address barriers to access, and ensure culturally competent service delivery.
- 15 years of successful experiences in identifying, establishing & implementing training programs and did achieve consistent process and performance standards for the entire Member Services Department
- Responsible for quality assurance, grievance/appeals, designing of functional processes, develop implement & execute service levels.
Call Sales & Customer Services Manager
Blue Star Group Inc.
08.2002 - 10.2008
- Tasks include a diversity of marketing, sales, accounting, managing National Institute of Health Account, Metro Access, and various contracts, which also include:
- Lead and Supervise the Call Center Team: Manage a high-volume call center that handles up to 300 calls daily. Ensure efficient call handling, maintain service quality, and provide ongoing training to staff to meet performance metrics.
- Develop and Implement Sales Strategies: Create and execute sales plans to achieve company targets. Monitor sales performance, analyze trends, and adjust strategies to improve conversion rates and customer acquisition.
- Enhance Customer Service Experience: Establish customer service protocols to ensure the prompt and effective resolution of inquiries and complaints. Foster a customer-centric culture that prioritizes satisfaction and loyalty.
- Coordinate with Cross-Functional Teams: Collaborate with departments such as marketing, logistics, and finance to align customer service and sales objectives. Ensure seamless communication and execution of company initiatives.
- Monitor and Report on Performance Metrics: Track key performance indicators (KPIs) for both the sales and customer service teams. Prepare regular reports for senior management that highlight achievements, challenges, and areas for improvement.
- Recruit, Train, and Develop Staff: Oversee the recruitment process for new team members. Provide comprehensive training programs and continuous professional development opportunities to enhance team capabilities.
Sales Manager
Coca-Cola United States Trading Company
12.1998 - 02.2002
- Develop and Implement Strategic Sales Plans: Create and execute comprehensive sales strategies to meet revenue targets and increase market share across Liberia. This involves identifying growth opportunities in both urban and rural areas.
- Lead and Manage the Sales Team: Recruit, train, and supervise a high-performing sales team. Provide ongoing coaching and performance evaluations to ensure the team aligns with the company’s objectives and sales targets.
- Foster Key Customer Relationships: Build and maintain strong relationships with major clients, including distributors, retailers, and key accounts. Act as the primary point of contact to address client needs and ensure customer satisfaction.
- Monitor Market Trends and Competitor Activities: Conduct regular market analyses to stay informed about industry trends, consumer preferences, and competitor strategies. Use these insights to adjust sales tactics and maintain a competitive advantage.
- Ensure Compliance with Company Policies and Standards: Oversee adherence to Coca-Cola's operational guidelines, quality standards, and ethical practices within the sales operations. Implement corrective actions as necessary to maintain compliance.
- Collaborate with Cross-Functional Teams: Work closely with the marketing, supply chain, and finance departments to align sales initiatives with overall business objectives. Effectively coordinate promotional activities and product launches.
- Manage Sales Reporting and Forecasting: Prepare regular sales reports, forecasts, and performance analyses for senior management. Utilize data to inform strategic decisions and identify areas for improvement.
- Drive Brand Visibility and Market Penetration: Implement initiatives to enhance Coca-Cola's brand presence in Liberia. This includes organizing promotional events, optimizing product placement, and expanding into new market segments.
Education
Bachelor of Science - Accounting
University of Liberia
Monrovia, Liberia01.1998
MBA - Business Administration And Management
Strayer University
Washington, DC05.2005
Some College (No Degree) - National Customer Service Professional Certification
NRF Foundation, Inc.
Silver Spring, MDMBA - Master Business Administration - International Marketing
Strayer University
01.2005
Certificate - Health Care Management
Institute of Health Care Management
01.2000
Skills
- Health Care Call Center Management
- Trainer –Health Care Staff
- Company Required Standards Specialist
- Member Services Eligibility Specialist
- Customer Service Professional
- Grievance/Complaints Specialist
- Team Builder
- Coordination of Newborn processes
- Project coordination
- Detail-oriented
- Project management
- Problem-solving
- Team coordination
- Flexible and adaptable
- Critical thinking
- Decision-making
- Attention to detail
- Customer service
Certification
- Certificate of Accomplishment Project Management Training (20hrs) of Course Completed: 2024. Pending PMP Exams.
- CNA Training – Montgomery College, Takoma Park, MD, 2020: CNA TRAINING 2020 - Successfully performed CNA Clinical Scenarios: patient care and professional responsibilities, professional communications in healthcare settings
Department Health Care Finance Director's Award
Exemplary Team Performance: Recognized for demonstrating exceptional teamwork, professionalism, and a unified commitment to advancing the mission of the Department of Health Care Finance (DHCF) through high-quality service delivery and interagency collaboration.
Innovation and Impact: Honored for implementing innovative solutions that improved program operations, enhanced stakeholder engagement, and significantly contributed to the Department's strategic goals and performance metrics.
Languages
English
Full Professional
Timeline
Long-Term Care Project Coordinator
Department of Health Care Finance
02.2013 - Current
Associate Director
Department of Health Care Finance (DHCF)
11.2010 - 02.2013
Member Services & Enrollment Manager
Health Right, Inc.
12.2008 - 08.2010
Call Sales & Customer Services Manager
Blue Star Group Inc.
08.2002 - 10.2008
Sales Manager
Coca-Cola United States Trading Company
12.1998 - 02.2002
MBA - Master Business Administration - International Marketing
Strayer University
Certificate - Health Care Management
Institute of Health Care Management
Bachelor of Science - Accounting
University of Liberia
MBA - Business Administration And Management
Strayer University
Some College (No Degree) - National Customer Service Professional Certification
NRF Foundation, Inc.
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