Robin Lee
Sandston,VA
Summary
Results-driven Case Management Professional skilled in coordinating child support compliance assessments and training staff to enhance operational efficiency. Expertise in resolving complex issues while fostering effective communication with families and agencies.
Overview
20
20
years of professional experience
Work History
Assistant District Manager
Division of Child Support Enforcement
Richmond, Virgina
11.2025 - Current
- Coordinated child support case reviews and compliance assessments.
- Assisted in developing policies and procedures for case management.
- Managed communication between families and child support staff.
- Trained new staff on case processing and documentation standards.
- Conducted audits of case files to ensure regulatory compliance.
- Collaborated with agencies to enhance support services for families.
- Implemented training programs to improve staff performance and efficiency.
- Facilitated meetings to address complex child support issues and resolutions.
- Participated in recruitment activities such as interviewing candidates, reviewing resumes, and making hiring decisions.
- Delegated work to staff, setting priorities and goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Field Supervisor
Division of Child Support Enforcement
Richmond, VA
06.2019 - 11.2025
- Supervised child support cases to ensure compliance with regulations and guidelines.
- Managed workflow processes to optimize efficiency in case handling tasks.
- Trained staff on policies, procedures, and best practices for case management.
- Resolved escalated client issues through effective communication and problem-solving skills.
- Conducted regular audits of case files for accuracy and completeness.
- Analyzed worker or production problems and recommended solutions for improving procedures or implementing motivational plans.
- Evaluated employees' performance through periodic reviews; took appropriate disciplinary action when necessary.
- Responded promptly to inquiries from customers regarding services provided by the company's field operations department.
- Maintained accurate records of employee timecards, leave requests.
Supervisor
Department of Medical Assistance Services
Richmond, VA
11.2014 - 06.2019
- Supervised the case management team to ensure compliance with regulations.
- Managed a team of employees to ensure efficient operations. while executing all prior duties. Trained employees on processes related to new changes and upgrades. I maintain employee files, to include EWPS and timekeeping documents. Conducted quality assurance on employee cases and managed adverse client interactions. Attended appeal hearings and provided summaries.
- Coordinated training sessions for staff on policy updates and best practices.
- Developed workflow processes to enhance efficiency in service delivery.
Insurance Unit Analyst
Health Insurance Premium Payment
03.2011 - 10.2014
- Determined eligibility and cost effectiveness for new applicants in Health Insurance Premium Payment (HIPP)/HIPF for Kids Programs, ensuring compliance with policies and regulations. I also determine cost sharing payments for enrolled members of the HIPP program and enter the payments into MMIS and ORACLE by gathering information and applying policy and regulations requirements. This position requires comprehensive knowledge of health care and insurance payments systems. Must have knowledge of claim processing methodologies, medical terminology, health care policies and procedures, and experience with health care industry financial calculations. Interpreted and communicated policies and regulations, utilizing word processing and spreadsheet tools to enhance clarity and understanding. I assist with writing policy and regulations for ongoing changes and updates to the manuals. I develop, edit and proofread correspondence and I have the ability to communicate effectively both orally and in writing with all levels of authority. Delivered requested documents to participants via fax, email, and postal service, ensuring timely and accurate communication.
- Analyzed health insurance premium data for accuracy and compliance.
- Collaborated with cross-functional teams to improve payment processes.
- Developed reports to track premium payment trends and discrepancies.
Health Care Compliance Specialist I
Program Operations Division
01.2010 - 02.2011
- Monitored compliance with regulatory standards and internal policies.
- Performed audits to evaluate program operations of program operations for adherence to guidelines.
- Collaborated with stakeholders to develop compliance training materials.
- Provided analytical and technical assistance via telephone to agency customers by interpreting and applying policies governing health care, program eligibility, and billing/payment processes for Virginia Medicaid and managed care programs. Facilitated weekly training sessions and coordinated presentations with featured speakers to enhance staff knowledge.
Level of Care Review Analyst
Department of Medical Assistance Services
Richmond, VA
03.2007 - 01.2010
- Reviewed criteria to establish client eligibility for Medicaid waiver services, ensuring compliance with regulatory standards. Interpreted and applied policy and regulations in medical health care environment to inform decision-making. Accessed, updated, and maintained VAMMIS and LOCERI databases to support accurate client information management. Communicated regularly with Medicaid providers, recipients, and facilities.
- Evaluated medical assistance applications for compliance and eligibility standards.
- Reviewed policy documents to ensure alignment with state regulations and guidelines.
- Collaborated with teams to streamline review processes and enhance operational efficiency.
Program Support Tech Sr
Department of Medical Assistance Services
Richmond, VA
08.2006 - 03.2007
- Processed payroll for Medicaid recipients and attendants through Consumer Directed Services, ensuring accurate and timely disbursement. I verified through the Medicaid system authorizations for clients receiving services. I prepared invoices for fiscal submission and various bookkeeping responsibilities. Managed a high volume of calls from clients and service facilitators regarding benefits, providing accurate information and support. Maintained, updated, and monitored VAMMIS and CDPAS databases, ensuring data integrity and compliance with program standards. Provided employment verifications to various agencies. I also communicated with all levels of authority and providers.
- Facilitated technical support to enhance user experience with software applications in medical assistance programs. for software applications used in medical assistance programs.
- Contributed to staff training on system updates and new processes to improve operational efficiency. staff on system updates and new processes.
- Oversaw coordination of communication between departments to streamline and improve service delivery. between departments for service delivery improvements.
Education
M.S.A - Healthcare Administration
Strayer University
Glen Allen, VA01-2015
M.B.A - Business Administration
Strayer University
RIchmond, VA01-2014
B. A. - Business
Strayer University
Richmond, VA01-2010
Skills
- Regulatory compliance
- Case management
- Quality assurance
- Program administration
- Confidentiality compliance
- Staff training
- Employee evaluation
- Case coordination
- Administrative oversight
- Customer relationship management
- Team leadership
- Problem solving
- Conflict resolution
- Effective communication
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Assistant District Manager
Division of Child Support Enforcement
11.2025 - Current
Field Supervisor
Division of Child Support Enforcement
06.2019 - 11.2025
Supervisor
Department of Medical Assistance Services
11.2014 - 06.2019
Insurance Unit Analyst
Health Insurance Premium Payment
03.2011 - 10.2014
Health Care Compliance Specialist I
Program Operations Division
01.2010 - 02.2011
Level of Care Review Analyst
Department of Medical Assistance Services
03.2007 - 01.2010
Program Support Tech Sr
Department of Medical Assistance Services
08.2006 - 03.2007
M.S.A - Healthcare Administration
Strayer University
M.B.A - Business Administration
Strayer University
B. A. - Business
Strayer University