Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Sharon Hicks

Mt. Pleasant,SC

Summary

Results-oriented Program Manager, diligent with over 20 years of experience maintaining seamless business operations. Trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional team player with upbeat, positive attitude and proven skill in establishing rapport Motivated to contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships and cultivating partnerships. Accomplished Program Manager provides in-depth understanding of developing and implementing organizational strategies. Well-versed in spearheading new initiatives to support functional operations and project completion. Proficient in managing logistics analysis.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Program Manager

Molina Healthcare
Long Beach, CA
07.2016 - Current
  • Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
  • Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
  • Reviewed customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
  • Assessed accurate and relevant information for fact-based decision making.
  • Collaborated with functional managers to develop program resource plans and assign program resources.
  • Analyzed and interpreted complex data sets and reports.
  • Created tactical relationships with teams to propel projects and attain results.
  • Analyzed business performance data and forecasted business results for upper management.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
  • Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Created presentations outlining proposed solutions for addressing challenges encountered during program execution.
  • Produced thorough, accurate and timely reports of project activities.
  • Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
  • Oversaw program compliance with requirements, schedule and budget.
  • Collaborated with teams across departments to develop effective strategies for executing programs.
  • Analyzed data collected during the course of the program operations and reported results accordingly.
  • Generated and delivered reports, program review presentations and other program status updates.
  • Provided guidance and support to team members in order to achieve targets within defined deadlines.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Leveraged [Software] skills to input and compile data gathered from various sources.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked with cross-functional teams to achieve goals.
  • Maintained updated knowledge through continuing education and advanced training.
  • Completed day-to-day duties accurately and efficiently.

Program Manager

AmeriHealth Caritas Family of Companies
Philadelphia, PA
02.2015 - 05.2016
  • Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
  • Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
  • Assessed accurate and relevant information for fact-based decision making.
  • Collaborated with functional managers to develop program resource plans and assign program resources.
  • Analyzed and interpreted complex data sets and reports.
  • Created tactical relationships with teams to propel projects and attain results.
  • Analyzed business performance data and forecasted business results for upper management.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Assigned work and monitored performance of project personnel.
  • Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
  • Managed external client and business partner relationships.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Controlled expenditures and reported monthly actual performance.
  • Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Assisted in developing training materials for new hires involved in the program activities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Audited operations and processes to enhance brand and manage compliance.
  • Contributed to corporate strategy initiatives management across teams through accountability, communication and reporting.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Communicated regularly with external partners to ensure alignment of strategies and goals.
  • Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
  • Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Created and managed budgets for travel, training and teambuilding activities.
  • Delegated work to staff, setting priorities and goals.
  • Created presentations outlining proposed solutions for addressing challenges encountered during program execution.
  • Proposed or approved modifications to project plans.
  • Produced thorough, accurate and timely reports of project activities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Recruited and trained new employees to meet job requirements.
  • Measured performance across campaigns and events.
  • Developed project plans, identified risks, set objectives and monitored progress towards completion.
  • Developed scorecards that tracked performance metrics related to customer satisfaction levels.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Oversaw program compliance with requirements, schedule and budget.
  • Organized events such as conferences or seminars aimed at promoting awareness around specific topics relevant to the organization's mission statement.

Social Worker

Transitions Hospice
North Charleston, SC
02.2009 - 01.2015
  • Acted as role model for clients by exhibiting positive behaviors.
  • Compiled socio-psychiatric case histories to facilitate accurate diagnoses.
  • Worked collaboratively with other professionals such as psychiatrists, psychologists, and nurses to coordinate care for clients.
  • Implemented social service interventions to achieve treatment goals and address client needs.
  • Maintained and developed community relationships to support various client referrals.
  • Performed psychosocial assessments and documented casework.
  • Conducted assessments of client needs, strengths, and resources to develop treatment plans.
  • Facilitated frequent family conferences to discuss case plans in detail and discuss goals.
  • Educated patients and caregivers on community resources and post-acute level of care criteria, benefits and coverage.
  • Coordinated care with interdisciplinary teams and community contacts to promote continuity of care.
  • Assisted uninsured and under-insured patients in obtaining medications through grants and community resources.
  • Coordinated referrals to outside agencies for additional services such as substance abuse programs or vocational training.
  • Participated in professional development activities such as seminars, workshops, trainings.
  • Developed workable solutions for recurring problems for individuals and families.
  • Interviewed clients individually and in family groups to determine services to best address specific needs.
  • Administered conflict resolution strategies to help families resolve disputes.
  • Composed or prepared correspondence, case notes and narratives with computer-based applications.
  • Engaged in community outreach and program development to support patient and caregiver needs.
  • Assisted and advocated for clients obtaining financial resources and government entitlements.
  • Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
  • Maintained lists of resources helpful to clients.
  • Improved outcomes and successes by utilizing multidisciplinary risk identification and management in care planning.
  • Evaluated and addressed individual client needs and concerns.
  • Offered grief and bereavement counseling to support family members after death of loved ones.
  • Used active listening skills and supportive diction to cultivate client rapport and open communication.
  • Maintained accurate records of client progress and interactions according to agency standards.
  • Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
  • Developed individualized service plans with clients to address their identified goals.
  • Assisted clients in accessing community resources such as housing, food pantries, and transportation options.
  • Attended team meetings and provided feedback on case updates and treatment recommendations.
  • Maintained thorough case history records and wrote detailed reports.
  • Identified needs of customers promptly and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Maintained updated knowledge through continuing education and advanced training.
  • Completed day-to-day duties accurately and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Planned and completed group projects, working smoothly with others.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Education

Graduate Certificate in Gerontolgy - Gerontolgy

University of South Carolina - Columbia
Columbia, SC
05-2000

Master of Science - Social Work

University of South Carolina - Columbia
Columbia, SC
05-1998

Bachelor of Science - Clinical Psychology

Rockford University
Rockford, IL
05-1996

Skills

  • Resource Management
  • Operations Management
  • Systems Optimization
  • Regulatory Compliance
  • Program Performance Analysis
  • Volunteer Management
  • Project Coordination
  • Presentation Creation and Delivery
  • Critical Thinking
  • Decision-Making
  • MS Office Applications
  • Event Planning and Execution
  • Attention to Detail
  • Training and Development
  • Policy and Procedure Improvements
  • Flexible and Adaptable

Certification

  • Lean Six Sigma Black Belt
  • Certified Care Manager
  • Licensed - Social Worker

References

References available upon request.

Timeline

Program Manager

Molina Healthcare
07.2016 - Current

Program Manager

AmeriHealth Caritas Family of Companies
02.2015 - 05.2016

Social Worker

Transitions Hospice
02.2009 - 01.2015

Graduate Certificate in Gerontolgy - Gerontolgy

University of South Carolina - Columbia

Master of Science - Social Work

University of South Carolina - Columbia

Bachelor of Science - Clinical Psychology

Rockford University

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Sharon Hicks