Mackenzie Rademaker

Assist in developing working programs through the detailed review and design of forms, information flows, written procedures, space utilization details, etc. Test programs need, evaluating overall effectiveness, identifying management oriented program criteria and test these against long range policy goals for the agency. Currently working on developing and designing the new child support system-EPIC. I am a lead business analyst for the customer service functional area. I am responsible for reviewing functional specifications and requirements to make sure they meet the state/federal laws and our administrative laws. Answers questions from both the state staff and vendors creating and/or providing system documentation, participating in meetings/workshops/JAD sessions, assisting in conversion, cleanup and implementation of the new system.

Responsible for attaining and maintaining a thorough working knowledge of KIDS with a focus on the case participant modules/sections of KIDS. This includes keeping abreast with any policy changes. Comply with the current DCSS policy regarding proper handling of FTI information and other confidential information. Act as a business analyst, functioning as a liaison between DCSS users and our DIS counterparts. This includes analyst of the applicability of user requests, potential efficiencies gained and costs of system changes. Act as a business analyst for case participant group within the KIDS unit, including assisting in training new MOA and other support staff. Delegating projects and testing to other MOAs as approved by the KIDS case supervisor.

Proficient in: Sharepoint, KIDS, IES, Mobius, Excel, Docrs

Conducts clearly defined segments of larger management operations studies which are limited in scope and complexity by utilizing various personal interviewing techniques, data analysis techniques which may include, but not be limited to, regression analysis, linear or dynamic programming, econometric modeling, risk analysis, scenarios, input/output analysis, and data compilation; creates and distributes flow charts, informational materials, and selected proposed manual revisions and correspondence relating to new system development and current system improvement for the information needs of agency management. Monitors scheduling of and deadline controls over short-range projects.

Participates in the review, testing, and analysis of periodic budget related and operational management reports pertaining to progress and/or problems encountered in the agency's programs, policies, and operations given established goals and objectives; compiles and prepares progress reports designed to provide feedback of information pertaining to agency operations and programs for management evaluation, future planning, and realignment of goals and objectives.

Develops and conducts ongoing analyses and prepares reports of policy implementation and effectiveness for use by field and central office supervisory and administrative staff; confers with team leader for advice and additional information on how to proceed when encountering the more complex and difficult problem areas.

Assists in the coordination and implementation of proposals for system revisions dictated by changes in state and federal regulations.

Proficient in: KIDS, Sharepoint, Excel, Access

BEI- user acceptance testing:

Tested in the Integrated Eligibility System and ABE computer systems. Identify, log and report defects within the system to the outside contracted company Deloitte. Execute test runs from JAMA, review test case, batches, triggers and any other work in IES. Test all steps and document defects thoroughly. Hold and attend conference calls with Deloitte, Policy and other workers regarding testing. Work closely with HFS policy, Deloitte (contractor) and many other agencies. Review and create instructions for the workers in the field to inform them of the changes made in IES and how those changes affect processing. UAT requires initiative, team work, leadership skills, and the ability to work quickly due to pressing deadlines.

Proficient in: JIRA, Sharepoint, PAAS, Datacap, Excel, Confluence, Jama

Customer service representative:

Completed eligibility determinations for medical programs by following policy and procedures that govern the medical program. Managed cases by processing renewals, additions, recalculations, address changes, deletions and cancellations. Also, corrected billing issues by checking client accounts, and removing/adding charges. Answered phones to assist clients with questions regarding their cases and the Allkids program. Responsible for investigating income reported and unreported by clients, such as: social security income, unemployment income, self-employment and earned income. Verified immigration status of clients using the US Homeland Security System.

Proficient in: Excel, Bluezone, Wingrape, Access, KIDS, SDU, SOLQ, Word, IES, SAVE, MAXIL, SOS, The work number, PAAS.

Answered calls for the Child Support Customer Service Call Center. Provided callers with information regarding payments paid and received, account balances, modification of child support orders, appointments at their local offices, and general information regarding child support enforcement services. Explained a wide variety of notices received by custodial and non-custodial parents from DCSS.

Proficient in: KIDS, IPACS, CIS/ACID, AWVS and Recipient Ledger.

I was responsible for answering telephones and directing in-coming calls as necessary. Checked in all therapy clients and notified therapists of their arrival. Worked directly with workers compensation insurance, rehabilitation nurses and attorneys, in obtaining prior insurance authorization for treatment. Fulfilled subpoenas and medical record requests. Faxed, mailed, and emailed therapy reports to designated individuals. Maintained all client medical records, I was responsible for downloading medical records to disc format at client discharge. Also, managed all delinquent patient billing accounts. I sent all delinquent accounts to attorneys and collection agencies for collection. Maintained and ordered office and therapy supplies.