MOLLY STANDARD
Council Bluffs
Summary
Performance-driven professional with over 5 years of experience in quality and continuous improvement, complemented by 12 years of supervisory expertise. Demonstrated ability to lead teams that consistently exceed performance expectations. Recognized for effective leadership, successful project completions, and process enhancements. Committed to achieving objectives through integrity and hard work.
Strategic professional in procurement, known for high productivity and efficient task completion. Skilled in negotiation, supply chain management, and cost reduction strategies. Excel at communication, problem-solving, and relationship building to achieve organizational objectives.
Overview
29
29
years of professional experience
Work History
Quality and Continuous Improvement Coordinator
Department of Human Services
10.2020 - Current
- Provide support, consultation, guidance, and leadership in quality assurance and continuous improvement initiatives.
- Conduct Federal SNAP and Child and Family Services Reviews to ensure compliance with Federal program requirements.
- Perform second-level case reviews for Promise Jobs quality assurance measures to ensure cases are being reviewed consistently across supervisors and case reviewers.
- Conduct case reviews for newly implemented eligibility policies, and provide an analysis of staff compliance.
- Provide bi-weekly work rate and monthly quality data reports for IMCSC staff, as well as other various data reports for Rent Reimbursement, and Facility and Waiver Eligibility Team.
- Develop charters for each improvement project, which include the scope, timeline, goal, and objectives, and oversee the facilitation and oversight to ensure the deliverables meet all aspects of the charter.
- Provide support, consultation, guidance, and leadership in quality assurance and continuous improvement initiatives.
- Led continuous improvement initiatives to enhance operational efficiency across various programs.
- Conducted compliance audits to ensure adherence to federal and state regulations in service delivery.
- Provided data-driven insights to improve program effectiveness and service delivery.
- Managed project timelines and deliverables to ensure successful execution of improvement initiatives.
- Presented findings and recommendations to management to support informed decision-making.
- Created standard operating procedures and best practices documents for new and existing processes.
- Assisted with project management tasks including budgeting, scheduling meetings, trainings, events, tracking progress against milestones, goals.
- Analyzed current processes for areas of improvement, identified root causes of issues, and created solutions to increase efficiency.
- Conducted post-implementation reviews to assess effectiveness of process improvements and determine next steps.
- Maintained a library of project documentation related to continuous improvement initiatives.
- Developed and implemented process improvement initiatives to streamline operations.
Income Maintenance Supervisor
Department of Human Services
Council Bluffs
05.2008 - 10.2020
- Supervise team of 16 Income Maintenance Workers in a centralized call center who determine on-going eligibility for Food Assistance, FIP and Medicaid.
- Helped develop and implement new procedures and best practices to streamline operations, standardize processes, and enhance customer service.
- Gather facts and conduct investigations on employee misconduct.
- Complete all aspects of the hiring process for Income Maintenance Worker 2 positions.
- Oversee and direct work flow to ensure work is processed timely within the 10 day guideline.
- Plan and facilitate quarterly team staff meetings.
- Provide on-going training to staff and complete case reviews to ensure staff are following the correct program policies and procedures for Food Assistance, Family Investment Program and Medicaid.
Income Maintenance Worker 2
Department of Human Services
Council Bluffs
01.2004 - 05.2008
- Determined eligibility for Medicaid, FIP and Food Assistance for families in Pottawattamie County.
- Determined Medicaid eligibility for elderly and disabled adults entering nursing facilities.
- Worked with Social Workers, Hospital Personnel, Promise Jobs Workers, Social Security Administration, Nursing Home Facilities and Clients to obtain the necessary information needed to determine eligibility for Medicaid, Family Investment Program, Food Assistance and Nursing Facility Care.
- Maintained Client eligibility through program recertification and through reported changes in household composition, income and job changes, address changes, etc.
Student Accounts Representative
Clarkson College
Omaha
10.2000 - 12.2003
- Handled all current and non-current student accounts, including all billing, account receivables and collections.
- Set up payment arrangements with students on their tuition and Nursing Loan accounts.
- Had to report, track and maintain Nursing Loan database, grant deferments or forbearances for students in school or receiving hardships.
- Balance end of month deposits.
- Created reports for upper administration to show collected vs. outstanding account balances.
Customer Service Manager
US West/Qwest
Omaha
05.1999 - 09.2000
- Project Manager in a call center environment.
- Acted as the liaison between customers, engineers, construction department and sales department to ensure customer satisfaction in getting phone service in rural or outlying areas.
- Had to meet specific timelines, offer other forms of communication in the interim, as well as being the single point of contact for the project at hand.
Assistant Manager
Michelson Realty
Des Moines
09.1998 - 05.1999
- Assisted in managing a 223-unit apartment complex.
- Met with prospective residents and provided guided tours of the property.
- Ran credit reports and completed lease agreements for new tenants.
- In charge of lease renewals for tenant retention.
- Responsible for all rent collections and accounts payable.
- Followed up on maintenance tickets to ensure work was completed.
- Published monthly newsletter.
- Planned and hosted monthly resident activities.
- Community marketing, placing posters and brochures in community businesses and large corporations to promote corporate housing.
Staffing Supervisor
Pro Staff Personnel Services
Omaha
07.1996 - 09.1998
- Conducted thorough candidate screenings to evaluate skills and cultural fit for the organization.
- Created job postings, evaluated resumes, and conducted phone interviews to identify qualified candidates.
- Provided counseling to employees regarding job-related issues to enhance workplace satisfaction.
- Executed job fairs and recruitment events to attract a broad pool of candidates.
Education
Bachelor of Science - Human Resources and Management
Bellevue University
Bellevue, NE01.1998
Skills
- Team leadership
- Project management
- Staff development
- Supervision and training
- Operations management
- Problem solving
- Process improvement
- Contract compliance
- Decision-making
- Data collection and analysis
- Compliance auditing
- Quality assurance
- Continuous improvement
- Performance monitoring
Additional Information
Represented Customer Call Center in statewide focus group to identify issues and come up with solutions for field staff across the state to process applications, reviews and changes more efficiently., Participated in conference room pilots to plan and prepare for the implementation of new computer system for Medicaid., Participated in several Kaizen Lean events to streamline Income Maintenance program procedures and workflows as well as the policy and reference manual for MAGI Medicaid.
Timeline
Quality and Continuous Improvement Coordinator
Department of Human Services
10.2020 - Current
Income Maintenance Supervisor
Department of Human Services
05.2008 - 10.2020
Income Maintenance Worker 2
Department of Human Services
01.2004 - 05.2008
Student Accounts Representative
Clarkson College
10.2000 - 12.2003
Customer Service Manager
US West/Qwest
05.1999 - 09.2000
Assistant Manager
Michelson Realty
09.1998 - 05.1999
Staffing Supervisor
Pro Staff Personnel Services
07.1996 - 09.1998
Bachelor of Science - Human Resources and Management
Bellevue University