Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Sonja McGruder

Administrative Executive
Richmond,VA

Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy and strong work ethic.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Discipline Support Specialist

VA Dept. of Health Professions
06.2023 - Current
  • Perform a variety of administrative support functions relate to the Board of Nursing disciplinary caseload
  • To include copying cases, preparing and mailing drafted notices and orders related to informal conferences, formal hearings, credential hearings
  • Preparing/mailing/scanning consent orders and other disposition documents, ensuring all correspondence is properly prepared and disseminated
  • Updating automated tracking system of cases on a regular basis
  • Handling confidential and sensitive information on a routine basis
  • Oversee precise care and devising of physical and digital evidence.
  • Streamlined support procedures for quicker response times, resulting in higher client retention rates
  • Acted as a liaison between respondents and Deputy's, ensuring timely communication during critical incidents
  • Generated reports to track performance and analyze trends
  • Responded to customer inquiries and provided assistance over phone and electronically

Administrative & Office Specialist I

VA Dept. of Health Professions
01.2023 - 06.2023
  • Review digital evidence, with close attention to detail
  • Promptly identify, troubleshoot, and resolve issues related to acquiring, copying, storing, and accessing digital evidence in multiple file formats in a Windows environment, including encrypted files, portable document format files, audio-video files, and medical imaging files
  • Managing digital files in a variety of file formats a cloud-based document management system
  • Analyzing technical material to make recommendations for procurement and use
  • Working effectively in a team environment
  • Scanning/uploading digital files
  • Effectively and independently managing time and assignments to meet deadlines
  • Handling multiple projects, task, and confidential information
  • Lifting 30-35 pounds as well as other physical demands
  • Working with minimal supervision in a fast paced, customer focused service environment.
  • Edited and proofread documents for accuracy and completeness
  • Informed and supported business leaders through consistent communication and administrative support duties
  • Created and maintained detailed records of all office activities
  • Maintained and updated office records, both digital and physical
  • Reviewed files, records and other documents to obtain information to respond to requests
  • Contributed to successful project completion by collaborating with colleagues on various administrative tasks as needed

Eligibility Supervisor

Maximus Inc.
05.2021 - 11.2022
  • Analyze family cases for Medicaid & Cover VA
  • Responsible for the delivery of the KPIs of the teams, including quality, productivity, and compliance
  • Manage and Supervise team of 25
  • Deliver regular and timely coaching and feedback to team members to improve performance
  • Explain program benefits, requirements, and procedures, including eligibility factors to clients
  • Responsible for hiring & terminating decisions, performance appraisals, pay reviews and training
  • Engage with other management/training to identify areas of opportunity to develop more training
  • Planning and organizing large caseloads, ensuring that accuracy levels are maintained and processed within the specified timeframes set by federal and state regulations
  • Determine program eligibility in accordance with current regulations
  • Follow up with clients by phone with application status
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
  • Collaborated closely with other departments within the organization to ensure efficient coordination of services for clients needing additional support or information regarding their cases
  • Facilitated productive team meetings to discuss complex cases, leading to more accurate decisions on clients'' eligibility status
  • Implemented quality assurance measures for all eligibility decisions, promoting accuracy and consistency across cases reviewed by the team
  • Reduced errors in eligibility decisions by regularly reviewing caseloads and providing feedback to staff members
  • Developed comprehensive reports on team's caseload statistics, showcasing trends in decision-making outcomes that informed future process improvements
  • Devised and implemented strategies to streamline eligibility verification processes
  • Exceeded performance metrics consistently, demonstrating commitment to the organization's mission and vision while providing exceptional service to clients seeking assistance
  • Created a positive work environment, fostering open communication and promoting teamwork among team members

HR Generalist

Accountants One
12.2020 - 04.2021
  • Ran daily reports on timesheets, absences and any company leave
  • Maintain schedules for all HR departments including training, hiring events and any company events
  • Work with Guarantors or any outside vendors to secure payment for any company services
  • Update employee records to identify any issue that may go against any laws or company policies
  • Maintain Employee Payroll and maintaining timesheets for all assigned localities
  • Ensure company is up to all FLSC regulations
  • Work with all departments and leadership to make sure the company is adhering to all standards and practices
  • Assist in hiring process by conducting in person and tele interviews.
  • Generated and analyzed reports to monitor employee engagement and attrition trends
  • Conducted workplace compliance training to reduce liability risks and operate effectively
  • Reviewed and screened applicant resumes to identify qualified candidates
  • Completed human resource operational requirements by scheduling and assigning employees
  • Created and delivered HR training sessions to staff, managers and executives
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance
  • Prepared detailed reports on key HR metrics for senior leadership's review, facilitating informed decision-making related to human resources operations strategy adjustments
  • Managed benefits administration, ensuring accurate enrollment and timely processing of claims
  • Developed and implemented onboarding and orientation programs for new employees
  • Managed payroll processing and benefits to compensate employees for service rendered
  • Conducted thorough job analyses to create accurate job descriptions for various roles within the organization
  • Developed and maintained positive relationships with external vendors, insurance providers and benefits administrators to establish trust and rapport

Team Lead Eligibility Support Assistant/Paralegal

Virginia Department of Medical Assistance Services
09.2017 - 03.2019
  • Paralegal: Part of five-person support team, providing administrative assistance to 10 client hearing officers
  • Develop business relationships with internal contacts and Stakeholders
  • Develop project plans and workflows through communication with all applicable parties
  • Facilitate internal and external correspondence
  • Serve as liaison between Hearing Officers and internal contacts
  • Monitor and maintain client files
  • Create and analyze regular reports
  • Monitor contractual service levels for assigned cases to ensure compliance.
  • Team Lead: Supervised a staff of 5 which allowed me to: Mentor my peers and associates
  • Oversee the day-to-day operations of my team to support the division as a whole
  • Participate in weekly and daily team meetings to coordinate work, assist peers with backlogged cases
  • Calendar maintenance, scheduling of meetings with internal and external personnel; take and prepare minutes of meetings
  • Compile and prepare specific reports
  • Prepare, proofread, and edit correspondence/as directed
  • Review all outgoing documents to ensure correctness as requested
  • Routinely answer telephone calls
  • Monitor items to be signed by the Hearing Officers and ensure proper delivery of executed item by deadlines
  • Ensure office supplies are stocked and available
  • Ensure functioning of office equipment
  • Process purchase requisitions for ordering of office items
  • Make travel arrangements for personnel and process travel reimbursement documentation
  • Process conference and event registrations
  • Maintain and prepare files for Hearing Officers
  • Distribute mail to appropriate staff members
  • Prepare meeting materials.
  • Held weekly team meetings to inform team members on company news and updates

Enrollment Specialist

Department of Medical Assistance Services
10.2016 - 09.2017
  • Newborn Enrollment and Notifications
  • Processing of E213's through MMIS, Champs & ODM
  • Processing of SVES Request for contractor Cover VA
  • Application processing/Spenddowns
  • Quality Assurance scoring for Cover VA.
  • Managed accurate recordkeeping of client information and application documents, ensuring compliance with regulations
  • Updated, entered, and reviewed customer data
  • Developed strong organizational and communication skills through coursework

Program Specialist I (P14)

Department of Social Services
10.2015 - 03.2016
  • Researching cases using the state system to determine correct case status in multiple systems to include ADAPT, MMIS, VaCMS, & SPIDER
  • Collect and analyze past due renewals for the city of Richmond
  • Sending and Receiving correspondence
  • Inbound/Outbound calls from clients
  • Re-determine /Reinstate/Open/Close all cases.
  • Created comprehensive presentations to share program updates with stakeholders, fostering transparency and promoting open dialogue about project status
  • Developed and maintained accurate records of programs and services
  • Developed and maintained relationships with external partners to facilitate program operations
  • Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Applied effective time management techniques to meet tight deadlines
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks

Eligibility Worker

Xerox State Healthcare
09.2007 - 04.2014
  • Analyze family cases for FAMIS, Medicaid & Cover VA
  • Explain program benefits, requirements, and procedures, including eligibility factors to clients
  • Research questionable information until satisfactory explanations regarding eligibility statuses are confirmed
  • Establish and maintain multiple case files through regular updating and review
  • Planning and organizing large caseloads, ensuring that accuracy levels are maintained and processed within the specified timeframes set by federal and state regulations
  • Determine program eligibility in accordance with current regulations
  • Follow up with clients by phone with application status
  • Provide information and make routine referrals to resources available through the city, county, and within the community for clients who desire further services.
  • Communicated with people from various cultures and backgrounds on application process
  • Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations
  • Exemplified professionalism and commitment to public service excellence by consistently meeting or surpassing established performance metrics related to application processing speed, accuracy, and client satisfaction ratings

Education

High School Diploma -

Thomas Jefferson High School
Richmond, VA

Skills

Payroll and budgeting

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Certification

Paralegal Certification

Accomplishments

  • Supported 10 high profile attorneys.
  • Selected to lead a team to analyze documents for Medicaid investigation, resulting in a commendation for dealing tactfully with confidential information.
  • Supervised team of 5 staff members.
  • Collaborated with team of Administrative Staff in the development of an effective operational system to exceed monthly quotas.

Timeline

Discipline Support Specialist

VA Dept. of Health Professions
06.2023 - Current

Administrative & Office Specialist I

VA Dept. of Health Professions
01.2023 - 06.2023

Eligibility Supervisor

Maximus Inc.
05.2021 - 11.2022

HR Generalist

Accountants One
12.2020 - 04.2021

Team Lead Eligibility Support Assistant/Paralegal

Virginia Department of Medical Assistance Services
09.2017 - 03.2019

Enrollment Specialist

Department of Medical Assistance Services
10.2016 - 09.2017

Program Specialist I (P14)

Department of Social Services
10.2015 - 03.2016

Eligibility Worker

Xerox State Healthcare
09.2007 - 04.2014

High School Diploma -

Thomas Jefferson High School

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Sonja McGruderAdministrative Executive