Marcella Palmer
Los Angeles,CA
Summary
Talented Assistant Administrator highly successful at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with a talent for thinking outside the box for creative solutions.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Assistant Administrator
MS State Veteran’s Home
Jackson, MS
12.2021 - 06.2023
- Provide overall leadership and management of the facility
- Lead the day-to-day operations of the facility in accordance with federal, state, and local standards and nursing home policies
- Promote the highest degree of quality care for the residents
- Managed all business files, documentation, and databases to keep records secure, accurate, and current; manipulated programs and portals to complete work duties and task assignments using the computer.
- Plan and direct operations of the nursing home based on policies established by the owner or governing board.
- 24/7 responsibility for all aspects of care provided to residents and for the nursing home’s environmental functioning.
- Prepare official reports for the nursing home’s governing body and state and federal agencies.
- Tracked expenses, processed invoices, and completed other related accounting tasks.
- Evaluated correspondence, contracts, and other business documentation for accuracy.
- Generated reports detailing findings and recommendations.
- Educated staff on organizational mission and goals to help employees achieve success.
Employment Specialist II/Hearing Officer
MS Department Of Employment Security
Jackson, MS
04.2015 - 12.2021
- Assist with unemployment concerns, file or assist with unemployment compensation claims, and conduct online verification audits of claimants
- Conduct follow-up calls for assistants or complaints, reply to all calls, emails, and faxes immediately to guarantee claimant satisfaction, give administrative support, and teach new representatives how to use phone features correctly
- Analyze, develop, and request evidence for claims requiring a decision on appeals
- Deliver exceptional service by listening to concerns and providing appropriate solutions to the claimants or staff
- Developed and produced documents, reviewing and evaluating information to identify and remedy deficiencies
- Operate as the Team Lead/Acting Supervisor in the Integrity Department
- Setting and changing daily, weekly, and monthly priority needs
- Training new and existing employees on agency and department procedures and policies
- Modify the department manual to ensure adherence to state and federal policy changes
- Conducts appeals hearings, approximately 20-30 a week, to allow parties to present evidence and fact relevant to ligation utilizing State regulation and Federal requirements
- Administers oaths and affirmations to witnesses in claim litigations
- Evaluates testimonies and material evidence offered at the hearing and arguments made and make appropriate rulings on motions during the hearing
- Determines credibility and weight of evidence to make Findings of Fact, Conclusions of Law, and Decisions
- Renders a written decision to all parties to indicate allowance or disqualification of unemployment insurance benefits
- Conduct hearings on appealed decisions made by the Benefits Payment and Benefit Payments Control Department following established procedures to ensure due process
- Review cases to ensure state and federal laws, existing statutes and procedures, precedent rulings, and state law have been applied and interpreted in the adjudication process
- Review records, evidence, and testimonies to determine benefit eligibility and request missing or additional documentation to make a decision on claims
- Adjudicate complex unemployment claims and issue written decisions
- Operate numerous electronic data processing systems to input, process, monitor, and adjudicate unemployment issues, informing claimants of their deadline date to submit evidence for an appeal
- Request missing or additional documentation concerning unemployment claims or appeals hearings
- Respond verbally to any questions or concerns claimants have regarding their unemployment claims
- Assist claimants by explaining procedural information and providing written responses to the claimant's questions and concerns
- Establish claims to ensure the existence and sufficiency of documents
- Evaluate, prepare, and make a decision on a variety of appeals
- Making decisions about unemployment benefits, such as termination, voluntary resignation, and not being unemployed
- Ensure all information necessary for unemployment benefit adjudication is included in (re)examinations, evaluations, and opinions
Administrator
Pine Forest Nursing and Rehab
Jackson, MS
08.2019 - 12.2019
- Smoothly communicate between departments, management, and customers to resolve administrative or patient-related issues and achieve performance targets
- Screen incoming calls to the Community Care Service and perform various administrative and technical duties
- Managed all business files, documentation, and databases to keep records secure, accurate, and current; manipulated programs and portals to complete work duties and task assignments using the computer
- Provided administrative support to include medical center programs, services, and referral sources, filing documents, copying paperwork and delivering packages, customer services, clinical office setting, and community resources
- Provides administrative coordination of patient care, makes appointments, and logistical factors associated with direct patient care, inpatient and outpatients
- Ability to meet, communicate, and interact with individuals from varying backgrounds and other healthcare team members courteously and helpfully.
Customer Services Rep
Republic Services
Morocco, IN
09.2013 - 01.2015
- Responded in a timely and accurate manner to routine customer service calls
- Ensure that residential and commercial services issues and concerns are treated respectfully and professionally
- Entered service data into the computer for billing and scheduling purposes
- Identified customer financial service needs to prepare proposals and sell services.
- Reviewed customer data to assess current issues and determine potential solutions
- Informed customers about billing procedures, processed payments, and provided payment options setup assistance
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Discussed financial options with clients and provided informed suggestions.
Driver License Examiner Trainee
MS Department Of Public Safety
Jackson, MS
12.2012 - 09.2013
- Worked closely with city personnel in the development and interpretation of city and department policies and conferred with legal advisors and city officials regarding management problems.
- Operated specialized photographic equipment to obtain photographs for driver's licenses or photo identification cards.
- Conducted exams and tests, graded responses, and accurately determined licensing approvals and data verification.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Administered vision screening tests for driver’s license applicants
- Renewed and reinstated driver’s licenses
- Answer inbound calls regarding public driver’s license policies, procedures, and testing
- Created communication strategies to meet client objectives
- Verified authenticity of foreign identification or immigration documents.
Data Entry Operator II
MS Department Of Public Safety
Jackson, MS
12.2011 - 12.2012
- Assisted in recording production statistics on all operators and preparing production reports for management to facilitate workload
- Planning and evaluation of unit and operator's performance
- Assists in making and receiving incoming and outgoing calls to the public to ensure the proper documentation to reinstate license
- Maintained high stages above prescribed minimal to reinforce group productiveness and effectiveness
- Identified and corrected data entry errors to prevent duplication across different systems
- Verified and logged deadlines in response to daily inquiries and requests.
- Scanned documents and saved them in the database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using a 10-key pad.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Managed documents by organizing forms, photocopying, filing records, preparing correspondence, and creating reports.
- Maintained databases, mailing lists, telephone networks, and other information to facilitate the functioning of health education programs.
- Completed data entry tasks with accuracy and efficiency.
Education
Master of Science - Health Administration
Belhaven University
Jackson, MS 08.2021 - 04.2023
Bachelor of Science - Healthcare Administration
Jackson State University
Jackson, MS12.2019
Associate of Applied Science - Medical Office Technology
Hinds Community College
Jackson, MS12.2009
Skills
- Proficient with Medical Terminology
- Proficient with Microsoft Excel, Word, and Outlook
- Time management
- Computerize tracking systems skills
- Accounting Knowledge
- Customer Inquiries
- File Management
- Attention to Detail
- Infection Control
- CDC (NHSN) Reporting
- Multiple Access Points
- Risk Management
- Long-Term Care
- File Maintenance
- Payroll Processing
- Payment Processing
- Data Integrity
- Process Research
- Inventory Purchasing
- Information Confidentiality
- Financial Documentation
- Budget Development
- Regulatory Compliance
- Employee Evaluation
- Strategic Planning
- Leadership
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issues through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit, and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries and accurately providing information to ensure the resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"The greatest glory in living lies not in never falling, but in rising every time we fall."
Nelson Mandela
Timeline
Assistant Administrator
MS State Veteran’s Home
12.2021 - 06.2023
Master of Science - Health Administration
Belhaven University
08.2021 - 04.2023
Administrator
Pine Forest Nursing and Rehab
08.2019 - 12.2019
Employment Specialist II/Hearing Officer
MS Department Of Employment Security
04.2015 - 12.2021
Customer Services Rep
Republic Services
09.2013 - 01.2015
Driver License Examiner Trainee
MS Department Of Public Safety
12.2012 - 09.2013
Data Entry Operator II
MS Department Of Public Safety
12.2011 - 12.2012
Bachelor of Science - Healthcare Administration
Jackson State University
Associate of Applied Science - Medical Office Technology
Hinds Community College
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