Natalie Gifford
Mendon,MI
Summary
Forward thinking professional leader with applied experience in operational standards, customer service and exceptional interpersonal skills. Proficient in using independent decision-making skills and executing organizational goals. Passionate about serving people, while creating a world of positivity and excellence in which every person can live the life they choose, regardless of age or ability! I live by something a great leader always told me "Dreams don't work, unless you do."
Overview
10
10
years of professional experience
Work History
Early On Referral Coordinator
St. Joseph County Intermediate School District
04.2022 - Current
- Maintain high-quality child care standards based on developmentally appropriate practices.
- Implement school policies, procedures and systems to promote safe and healthy environment in compliance with state standards.
- Respond to claims of abuse, neglect or safety concerns.
- Build solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Visit homes, inspect surroundings and interview family members.
- Document data and complete accurate updates to case records.
- Observe children to identify individual needs and develop Individualized Family Service Plans.
- Conduct educational, behavioral and well-being assessments.
Customer Service Representative II
Manchester Industries
09.2020 - 01.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Computed total costs of profit requirements for customer sales to provide accurate pricing.
- Created and updated customer accounts with relevant information.
- Maintained up-to-date knowledge of all available products.
Operations Manager
GT Independence
10.2019 - 01.2020
- Worked with Medicaid, State and Local officials to contract and provide services through HCBS waivers, increasing enrollment by over 50%.
- Lead team of supervisors in achieving excellent contract performance, meaningful outputs, and adherence to stringent federal, state, county and company objectives.
- Directed day-to-day operations that were collaborative; ensuring program goals and objectives were met by executing standard processes and organizing staff activity effectively and efficiently.
- Maintained consistent work pace, abiding by schedules and meeting both regularly recurring and ad hoc deadlines.
- Collected, analyzed and presented information that was used for quality control and process improvement activities.
- Reported and responded to all complaints using required reporting processes and systems.
- Performed staff development functions, coaching, directly supervising staff, performance reviews and compensation planning.
- Trained Case Management MCO teams for utilization and implementation with ground level work.
- Lead dual enrollment for Medicare/Medicaid participants, guiding them through fiduciary long term care processes.
- Developed and maintained strong working relationships with community and other government agencies that provided services to common customers.
- Provided after-hours support and travel as required.
Operations Team Leader
GT Independence
05.2015 - 10.2019
- Developed and maintained strong working relationships with Medicaid and other government agencies.
- Effectively prepared materials and responded to inquires from representatives of federal, state, and local oversight agencies.
- Analyzed program data and reports to help manage daily operations, identify performance and compliance trends, and initiate process improvements.
- Provided daily leadership and guidance to operations staff according to mission, goal and objectives.
- Ensured contract objectives were achieved and consumers received quality, timely services.
- Developed and maintained competency in federal and state policies.
- Assisted with implementation of major project phases.
- Maintained 100% consumer, customer and agency satisfaction for 4 years.
- Served as key contact for ongoing communications with stakeholders at all levels.
- Participated on proposal writing teams, including writing and coordinating submissions.
Customer Service Associate
GT Independence
06.2014 - 05.2015
- Responded to inbound call inquires related to consumer budgets, service authorizations, program guidelines, withholdings and tax forms, program enrollment, workers compensation requirements, invoice and timesheet processing status and background eligibility.
- Meant quality assurance standards as applicable to individual programs.
- Performed administrative functions e.g.: pended timesheet reporting, mail distribution, document verification, document management, time sheet verification.
- Data entry and updated payroll; accounts payable information and individual direct deposit information.
- Entered timesheets manually and agency invoice information into designated financial management systems.
- Analyzed and interrupted Medicaid/Medicare documents, specific Health-Plan procedures and governmental regulations.
- Presented information, and responded to questions from consumers, case managers, healthcare providers and general public.
- Managed time effectively and accurately in fast paced environment.
- Averaged 99.8% on weekly call monitoring scoring.
Education
Bachelor of Arts - Social Work
Western Michigan University
Kalamazoo, MI04.2025
Bachelor of Science - Public Health
Western Michigan University
Kalamazoo, MI04.2025
Skills
- Creative problem-solving ability
- Great attention to detail
- High self-awareness
- Dedicated to accomplishing goals
- Proven escalation management
- Time Management
- Correspondence Writing
- Data Entry and 10-Key
- Departmental Collaboration
- Information Confidentiality
- Calm Under Pressure
- Multitasking Abilities
Timeline
Early On Referral Coordinator
St. Joseph County Intermediate School District
04.2022 - Current
Customer Service Representative II
Manchester Industries
09.2020 - 01.2021
Operations Manager
GT Independence
10.2019 - 01.2020
Operations Team Leader
GT Independence
05.2015 - 10.2019
Customer Service Associate
GT Independence
06.2014 - 05.2015
Bachelor of Arts - Social Work
Western Michigan University
Bachelor of Science - Public Health
Western Michigan University
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