Rochelle Ross
Washington
Summary
Experienced professional adept at supporting executive offices with expertise in program operations, data analysis, and records management. Proven track record in workflow optimization, policy coordination, and enhancing cross-division communication. Recognized for maintaining data accuracy and confidentiality while managing competing priorities in dynamic environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Program Communications Specialist
U.S. Department of Health and Human Services (HHS)
Washington
05.2023 - Current
- Provide program evaluation, administrative analysis, and operational support to the Correspondence & Administrative Services Unit, Immediate Office, Chief Executive Officer, and Director for Human Capital Services, supporting strategic planning and executive priorities.
- Serve as a key liaison, facilitating stakeholder engagement and cross-functional collaboration between the Executive Secretary, OGC Divisions, Regions, and Policy Coordinators; ensure accurate information flow, policy review, issue resolution, and compliance with federal and departmental requirements.
- Serve as the primary point of contact for the Office of Legal Resources (OLR), performing workload assessment and triaging over 1,000 inquiries annually, improving routing accuracy, workflow efficiency, and customer service outcomes.
- Manage 1,300+ cases and process 3,900+ legal pleadings annually, supporting program compliance through accurate logging, records management, quality review, and timely document routing.
- Identify factual and policy inconsistencies through research and analysis, independently coordinating corrections to ensure legal sufficiency and quality assurance.
- Conduct document review and redaction in coordination with the FOIA Office, ensuring policy compliance, confidentiality, and safeguarding privileged information.
- Receive, review, and log summonses, complaints, and subpoenas served on OGC; manage the official litigation log, and ensure timely referral through workflow optimization practices.
- Lead an eight-member SPS Policy System team, overseeing project coordination, workflow optimization, policy tracking, and the closure of Secretary-level actions.
- Manage ARIS Preliminary FRPP/FRPC data analysis and audits for OGC Regions/Divisions using Archibus WebCentral; validate data, support facilities logistics, and coordinate contractor onboarding/offboarding.
- Oversee legal and administrative records management, ensuring 100% compliance with federal retention and archival policies.
- Manage all DOJ-disseminated Qui Tam filings as the sole OGC point of contact, achieving 100% compliance with confidentiality, secure handling, and accurate case routing requirements.
- Maintain the Region-Division litigation tracking system, applying metrics tracking, and monitoring the full lifecycle of litigation documents through archival.
- Conduct correspondence control training sessions for OGC personnel, supporting SOP development, procedural adherence, and quality control improvements.
- Identify and escalate sensitive policy issues requiring immediate executive attention, applying discretion, confidentiality, and effective issue resolution.
- Compile, analyze, and validate FOIA litigation cost data; provide budget input, and collaborate with fiscal staff to prepare annual reporting submissions to ASPA.
- Draft, edit, and prepare regulatory analyses, intranet content, correspondence, handbooks, and training materials, supporting policy review, regulatory compliance, and organizational knowledge management.
- Resolve routine stakeholder inquiries and customer service issues through effective stakeholder engagement, receiving positive commendations.
- Manage internal and court-mandated deadlines, supporting performance tracking, on-time submissions, and extension coordination as necessary.
- Advise external counsel and third-party entities on service of process requirements, and manage tracking, compliance oversight, and records control for all pleadings served on the Office of the General Counsel (OGC).
Program Communications Specialist
U.S. Department of Health and Human Services (HHS)
Washington
11.2021 - 05.2023
- Analyzed, monitored, and processed a high volume of incoming and outgoing electronic correspondence, including regulations, proposed rules, press releases, briefing materials, reports to Congress, guidance documents, blogs, memoranda of understanding (MOUs), and promotional/informational materials.
- Spearheaded usage and oversight of three enterprise correspondence and case management systems—Time Records and Client System (TRACS), Secretary’s Policy System (SPS), and OGC Immediate Office (IO) Control Desk—to facilitate processing of 100% of OGC correspondence and litigation matters.
- Compiled, reviewed, and analyzed legal and policy documents submitted by OGC attorneys across regional and divisional offices, ensuring accuracy, completeness, and readiness for executive review.
- Screened and processed all incoming correspondence mail for OGC, identifying, prioritizing, and routing time-sensitive and high-risk matters to appropriate Subject Matter Experts (SMEs) in accordance with established protocols.
- Assessed existing OGC and Executive Secretariat (Exec Sec) workflows, identified system inefficiencies, and developed a new process improvement, resulting in reduced system errors, improved handling of voluminous uploads, and enhanced data accessibility for Divisions.
- Coordinated preparation, packaging, and distribution of official correspondence, ensuring timely mailroom processing, secure handling, and hand delivery of critical, time-sensitive documents.
- Supported the development and execution of internal communication strategies by providing analytical and operational feedback during staff meetings, general sessions, and cross-component engagements across HHS.
- Facilitated and presented communication standards and best practices through team-building workshops, in collaboration with leadership, strengthening organizational messaging and information flow.
- Served as Secretary for the Operations Specialist Committee, providing administrative coordination, meeting minutes, records management, and logistical support for the 2022 Operations Specialist Conference.
- Analyzed, monitored, and implemented a high volume of incoming and outgoing electronic correspondence, including regulations, press releases, proposed rules, briefing material, promotional and informational material, reports to Congress, guidance, blogs, and memoranda of understanding.
- Mastered, simultaneously utilized, and managed three databases, including Time Records and Client System (TRACS), Secretary Policy System (SPS), and the OGC IO Control Desk, which is the central database for processing all correspondence and litigation matters within and outside of OGC.
- Assisted in cultivating, growing, and leveraging the communications strategy by providing informative feedback in general meetings and other HHS components.
- Compiled, reviewed, and analyzed documents supplied by OGC attorneys in the Regions/Divisions.
- Assessed methods utilized by OGC and the Exec Sec to ensure the workflow is disseminated in the most efficient manner.
- Observed deficiencies within current systems, and created a new process to remove those deficiencies. Resulted in the unit being able to upload voluminous documents with fewer system errors, and the divisions being able to effectively download more data.
- Screened and processed all correspondence mail for the OGC. Identified, prioritized, and addressed critical issues while disseminating them to the appropriate Subject Matter Experts (SMEs).
- Presented and reinforced communication principles and best practices through team-building workshops with my director and colleagues.
- Served as Secretary for the Operations Specialist Committee, providing administrative coordination, meeting documentation, and logistical support for the 2022 Operations Specialist Conference.
- Coordinated preparation, packaging, and distribution of official correspondence and materials, ensuring timely mailroom processing, and hand delivery of time-sensitive documents.
- Facilitated team-building workshops focused on communication standards, best practices, and organizational messaging, in collaboration with leadership and cross-functional staff.
- Supported the development and execution of internal communication strategies by providing analytical feedback during staff meetings and inter-agency engagements across HHS components.
Correspondence Specialist
SilTek, Inc.
Sterling
09.2020 - 11.2021
- Served as a Correspondence Specialist supporting the Office of the General Counsel (OGC) and Immediate Office (IO), managing executive-level correspondence, litigation materials, and official documents originating from the Office of the Executive Secretary (Exec Sec) and the Immediate Office of the Secretary (IOS), including items requiring signature by the HHS Secretary and General Counsel.
- Screened, processed, and routed incoming and outgoing correspondence, ensuring accurate assignment to Subject Matter Experts (SMEs), and compliance with departmental policies, correspondence formatting standards, clearance requirements, and executive signature protocols.
- Analyzed, prioritized, and tracked complex correspondence and legal materials, exercising independent judgment to resolve issues, balance competing deadlines, and implement efficient workflow processes in support of executive clearance timelines.
- Communicated effectively with OGC staff, program offices, and senior leadership through written correspondence, briefing materials, and status updates, responding to inquiries, disseminating information, and supporting executive decision-making.
Central Scheduling Associate
Medstar Georgetown University Hospital
Washington
09.2017 - 09.2020
- Obtained and verified clinical information, patient demographics, and insurance data while maintaining 100% compliance with Personally Identifiable Information (PII), Protected Health Information (PHI), and Health Insurance Portability and Accountability Act (HIPAA) requirements.
- Managed and responded to an average of 13,000+ high-volume inbound calls, providing appointment scheduling, patient intake, and insurance verification services in a fast-paced clinical environment.
- Utilized electronic scheduling systems and Electronic Health Records (EHRs) to accurately enter, update, and track appointment data, supporting continuity of care, and data integrity.
- Addressed Physicians Unified Billing Services (PUBS) inquiries related to physician codes and clinical services, ensuring accurate billing information was submitted to patient insurance carriers.
- Identified and escalated urgent scheduling conflicts, access barriers, and priority requests to supervisors or clinical staff, supporting timely patient care and service resolution.
- Monitored appointment status, cancellations, and no-show rates, contributing to performance reporting, workflow optimization, and improved patient access, and scheduling efficiency.
Education
High school diploma or equivalent -
Northwestern High School
Hyattsville, MD06.2006
Skills
- Document management
- Workflow optimization
- FOIA compliance
- Regulatory analysis
- Stakeholder engagement
- Task prioritization
- Cross-functional collaboration
- Records management
Certification
Notary Public, Washington, DC, Technical or occupational certificate, Active, 03/01/27
Job Related Training
- Records & Information Management (RIM)
- FOIA Fundamentals
- SharePoint / SPS / Archibus System Training
Timeline
Program Communications Specialist
U.S. Department of Health and Human Services (HHS)
05.2023 - Current
Program Communications Specialist
U.S. Department of Health and Human Services (HHS)
11.2021 - 05.2023
Correspondence Specialist
SilTek, Inc.
09.2020 - 11.2021
Central Scheduling Associate
Medstar Georgetown University Hospital
09.2017 - 09.2020
High school diploma or equivalent -
Northwestern High School