Teisha Colleen Long
St. Paul,MN
Summary
Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships. Accomplished Program Coordinator offering experience implementing new and innovative programs aimed at meeting the needs of the consumer. Highly skilled at building lasting relationships with customers and business executives. Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
17
17
years of professional experience
Work History
Transportation Program Specialist II
Minnesota Department Of Transportation
Damage Restitution
04.2023 - Current
- Serving as the Statewide Damage Restitution Claims Processor from March 2022 then becoming the Statewide Damage Restitution Liaison in June 2023
- Work with the Statewide Damage Restitution Program Coordinator, Program Manager, and Office of Finance to recover costs associated with damage to MnDOT infrastructure
- Process Statewide Damage Restitution (DR) claims for MnDOT districts, work with Law Enforcement to obtain reports and crash information, work on TAMS improvements and issues, and conduct DR training
- Developed TAMS Work Order Reports to improve all potential revenue to recuperate
- This will give 30% more annual revenue to the districts
- We have a potential to recover $5 million in revenue statewide with older claims that did not process
- Developed TAMS report to identify location of damaged asset on a report to improve matching the MnDOT damages to crash reports written by law enforcement
- About half of all statewide crash reports that list a MnDOT asset as damaged get tied to a MnDOT work order we are hoping this potentially can double the MnDOT district revenue on Dr claims
- Updated the DR Finical Web Reports with MNIT personnel this is where we view state crash reports
- To improve how we can lookup crash reports and ensuing all pertinent data is viewed within the DR program
- Restructured the Financial Web Reports – Damage Restitution Invoices with MnDOT Financial Operation personnel to improve and comprehend the DR reports ensuing all relevant data is viewed and recorded
- Created a master folder for each district to hold training material, reports and documents pertaining to the program
- Developed training material for TAMS, OFM Portal and what the district review and audit for a DR claim
- Worked with TAMS administrator to have all districts bridge offices utilize TAMS as I recognized these claims were not being processed correctly and to their full potential
- MnDOT process over 4,600 work orders as a DR eligible claim a year
- Every claim gets audited, I review the MnDOT work order against the statewide crash report ensuring the repair and crash match for integrity assurances prior to going to cash & collection who send the information to at fault party or their insurance
- Audits also include accessing that all data fields are complete in TAMS and on the MnDOT work order
- Upon analyzing if the claim has any potential issues, I place the claim in a holding status in TAMS until the claim is reconciled and complete, then the claim can process to cash & collections
- Track weekly where claims are all the various TAMS statuses to ensure claims are still in review status or can be moved forward
- Run District Work Order Reports and review the report in detail with the district DR coordinator monthly
- Work with MNDOT district administrators and field personnel providing training and assist with review of district work orders and crash reports so they can retrieve all potential revenue
- Works with law enforcement statewide to obtain incident reports to file DR claims
- This can lead to detailed research on location of damage and what law enforcement created the crash record
- Create reports, audits, spreadsheets, and contact lists in DR folder
- Collect and analyze DR information to effectively meet program objectives
- Work with the Statewide DR Coordinator to create program processes and objectives
- Recommend improvements to the Statewide DR Coordinator, District administrators, TAMS administrators and OFM administrators
- Keep procedural guidance up to date
- Attends meetings pertinent to DR (District Quarterly Maintenance meeting, TZD, DR Forum, New Data Sheets, CDUG, etc.) In obtain a crash record from law enforcement that is not in MNCrash or upon review of the report MnDOT may need clarification, request amendment, or need dashcam or photos, for DPS I utilize the Minnesota State Patrol Records Request Center, reaching out via email and or phone to connect to city and county law enforcement
- Collaborate with law enforcement, Minnesota Department of Public Safety, Office of Traffic Safety regarding updating language and clarity statue 169.9 which speaks of the utilization of the statewide crash reporting system known as MNCrash many entities utilize this system to collect data on crashes
- Perform various detailed work in TAMS, Georilla, Microsoft Suite, Adobe and use the Internet to research.
- Enhanced program efficiency by streamlining processes and implementing innovative strategies.
- Achieved successful outcomes for multiple projects through effective project management and collaboration with stakeholders.
- Increased stakeholder engagement by developing targeted communication materials and conducting regular meetings.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
- Built strong relationships with external partners to secure resources and support necessary for program success.
- Facilitated cross-functional team collaborations, fostering an environment of continuous improvement and innovation.
- Designed and implemented monitoring and evaluation systems to track progress towards desired outcomes.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Spearheaded the creation of detailed reports, showcasing program successes and areas for improvement to senior leadership.
- Led a cohesive team of specialists in executing tasks according to established timelines and milestones, resulting in timely completion of deliverables.
- Coordinated training sessions for staff on new tools or methodologies, promoting a culture of skill development within the organization.
- Established a robust system for tracking and reporting on key performance indicators, allowing for a data-driven approach to program enhancements.
- Established goals and created action plans to achieve goals.
- Maintained regular communication between departments via email, TEAMS and phone calls to coordinate program logistics.
- Provided technical support to staff with necessary resources to carry out duties successfully.
- Developed and maintained relationships with community organizations and law enforcement agencies.
- Facilitated district meetings to review each districts DR claim submissions and outstanding work orders.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Streamlined project management processes by implementing new organizational tools and software.
- Enhanced claim processing efficiency by developing reports to identify claims to process and enhancing crash report data.
- Achieved project success by efficiently allocating resources and managing schedules.
- Reduced project risks through comprehensive risk assessments and proactive mitigation strategies.
Transportation Program Specialist II -
Minnesota Department of Transportation
Adopt A Highway & Damage Restitution
03.2022 - 04.2023
- Serves as the Statewide Adopt a Highway Assistant Administrator with the Statewide Adopt a Highway Administrator
- Assist with administering and performing statewide program management and agreement management activities in a timely manner so that objectives of the Adopt a Highway program are achieved
- Make recommendations for program improvements by researching and analyzing existing materials and processes
- Work with Chief Council, Office of Communication, Office of Administration, Department of Administration, Department of Health, etc
- These activities include working with Chief Counsel on program agreement language to ensure program protocols are met, agreements are easily read, and utilized by the public
- In coordination with the Safety Administrators and the Department of Administration, research to ensure the correct vest and bags are being used and on the state contract
- Review and approve MN Contracts S-820(5) and B-298(5)
- Creates documents outlining the appropriate supplies to use
- Discuss program safety issues the Safety Director
- Work with the District AAH Coordinators, and other state agencies on Adopt a Highway program questions, research, and analysis on various topics
- Send them surveys to gain perspective on issues and changes regarding the program
- Lead and facilitate statewide AAH Coordinator meetings
- Meetings are held in-person or via Skype/Teams
- This includes setting the agenda, meeting setup, inviting presenters, and follow-up on action items
- Attend one-on-one meetings with AAH coordinators to review processes, district needs, and program updates
- Collaborate with MnDOT and MNIT personnel on GIS mapping production
- Attend meetings and research agenda items for AAH Warning Signs
- This group is comprised of CO and District Traffic Engineers to implement a safety sign for every AAH section
- Research other states’ AAH programs to identify what they have in place and request feedback
- Meet with statewide MnDOT supervisors from District Sign Shops and Inventory Centers to update them on AAH program changes or issues involving their areas
- Preform audits on agreements and CAATS data entry performed by district AAH coordinators to ensure the program is following processes and gather statewide data
- Maintain eDOCS training material and implementation for download of AAH documentation
- Built strong relationships with external partners to secure resources and support necessary for program success.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Expanded the scope of existing programs by identifying opportunities for growth through market research and client feedback analysis.
- Developed and deepened productive community relationships to assist with defining requirements, executing plans and strengthening leadership.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Enhanced program efficiency by streamlining processes and implementing innovative strategies.
- Achieved successful outcomes for multiple projects through effective project management and collaboration with stakeholders.
Transportation Program Specialist I
Minnesota Department of Transportation
Adopt A Highway & Damage Restitution
06.2019 - 03.2022
- Work with the Statewide Damage Restitution Program Coordinator, Program Manager, and Office of Finance to recover costs associated with damage to MnDOT infrastructure
- Process Statewide Damage Restitution (DR) claims for MnDOT districts, work with Law Enforcement to obtain reports and crash information, work on TAMS improvements and issues, and conduct DR training
- Developed TAMS Work Order Reports to improve all potential revenue to recuperate
- This will give 30% more annual revenue to the districts
- We have a potential to recover $5 million in revenue statewide with older claims that did not process
- Developed TAMS report to identify location of damaged asset on a report to improve matching the MnDOT damages to crash reports written by law enforcement
- About half of all statewide crash reports that list a MnDOT asset as damaged get tied to a MnDOT work order we are hoping this potentially can double the MnDOT district revenue on Dr claims
- Updated the DR Finical Web Reports with MNIT personnel this is where we view state crash reports
- To improve how we can lookup crash reports and ensuing all pertinent data is viewed within the DR program
- Restructured the Financial Web Reports – Damage Restitution Invoices with MnDOT Financial Operation personnel to improve and comprehend the DR reports ensuing all relevant data is viewed and recorded
- Created a master folder for each district to hold training material, reports and documents pertaining to the program
- Developed training material for TAMS, OFM Portal and what the district review and audit for a DR claim
- Worked with TAMS administrator to have all districts bridge offices utilize TAMS as I recognized these claims were not being processed correctly and to their full potential
- MnDOT process over 4,600 work orders as a DR eligible claim a year
- Every claim gets audited, I review the MnDOT work order against the statewide crash report ensuring the repair and crash match for integrity assurances prior to going to cash & collection who send the information to at fault party or their insurance
- Audits also include accessing that all data fields are complete in TAMS and on the MnDOT work order
- Upon analyzing if the claim has any potential issues, I place the claim in a holding status in TAMS until the claim is reconciled and complete, then the claim can process to cash & collections
- Track weekly where claims are all the various TAMS statuses to ensure claims are still in review status or can be moved forward
- Run District Work Order Reports and review the report in detail with the district DR coordinator monthly
- Work with MNDOT district administrators and field personnel providing training and assist with review of district work orders and crash reports so they can retrieve all potential revenue
- Works with law enforcement statewide to obtain incident reports to file DR claims
- This can lead to detailed research on location of damage and what law enforcement created the crash record
- Create reports, audits, spreadsheets, and contact lists in DR folder
- Collect and analyze DR information to effectively meet program objectives
- Work with the Statewide DR Coordinator to create program processes and objectives
- Recommend improvements to the Statewide DR Coordinator, District administrators, TAMS administrators and OFM administrators
- Keep procedural guidance up to date
- Attends meetings pertinent to DR (District Quarterly Maintenance meeting, TZD, DR Forum, New Data Sheets, CDUG, etc.) In obtain a crash record from law enforcement that is not in MNCrash or upon review of the report MnDOT may need clarification, request amendment, or need dashcam or photos, for DPS I utilize the Minnesota State Patrol Records Request Center, reaching out via email and or phone to connect to city and county law enforcement
- Collaborate with law enforcement, Minnesota Department of Public Safety, Office of Traffic Safety regarding updating language and clarity statue 169.9 which speaks of the utilization of the statewide crash reporting system known as MNCrash many entities utilize this system to collect data on crashes
- Perform various detailed work in TAMS, Georilla, Microsoft Suite, Adobe and use the Internet to research.
- Enhanced program efficiency by streamlining processes and implementing innovative strategies.
- Achieved successful outcomes for multiple projects through effective project management and collaboration with stakeholders.
- Increased stakeholder engagement by developing targeted communication materials and conducting regular meetings.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
- Built strong relationships with external partners to secure resources and support necessary for program success.
- Facilitated cross-functional team collaborations, fostering an environment of continuous improvement and innovation.
- Designed and implemented monitoring and evaluation systems to track progress towards desired outcomes.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Spearheaded the creation of detailed reports, showcasing program successes and areas for improvement to senior leadership.
- Led a cohesive team of specialists in executing tasks according to established timelines and milestones, resulting in timely completion of deliverables.
- Coordinated training sessions for staff on new tools or methodologies, promoting a culture of skill development within the organization.
- Expanded the scope of existing programs by identifying opportunities for growth through market research and client feedback analysis.
- Streamlined communication channels between departments, enhancing overall organizational workflow efficiency as it pertains to the execution of assigned projects.
- Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines.
- Utilized specialized software platforms to manage complex project schedules while maintaining close oversight over progress metrics.
- Established a robust system for tracking and reporting on key performance indicators, allowing for a data-driven approach to program enhancements.
- Created comprehensive presentations to share program updates with stakeholders, fostering transparency and promoting open dialogue about project status.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Established goals and created action plans to achieve goals.
- Worked alongside other professionals to outline and implement program plans and objectives.
- Planned and executed meetings to connect organizational representatives, community members and clients.
- Coordinated communication among associations, allies, stakeholders and members to foster sales and connections between departments.
- Determined customer needs and developed program initiatives according to preferences.
- Developed and deepened productive community relationships to assist with defining requirements, executing plans and strengthening leadership.
- Spearheaded implementation of program rules, frameworks and toolkits to facilitate smooth change management process.
- Developed, coordinated and administered [Type] programs.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Organized and managed program development from conception through successful execution.
- Provided technical support to staff with necessary resources to carry out duties successfully.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Collaborated with internal marketing teams to develop promotional materials that increased visibility and awareness about ongoing initiatives.
- Monitored employee work and developed improvement plans.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Tracked and reported expenses accurately to manage program budgets.
OFFICE & ADMIN SPEC SR
Minnesota Department of Transportation
Office Of Maintenance
07.2017 - 06.2019
- Perform general office management duties, serve as receptionist, establish and maintain filing, support all program operations through personal initiative, positive attitude, cooperation, and good work habits
- Provide advanced office management and administrative analysis work for Office Director and section directors for an office of 92+ plus staff members
- Provide budget analyst support and place fiscal year blanket purchase orders
- Create and maintain spreadsheets to ledgers on monthly accounts receivables and maintain them on office drives
- Office contact for MNIT billing charges and edits this includes, VIOP, WAN/LAN, Computing
- Manage and audit accounts receivable on COSWEB with MNIT Services: VOICE, WAN and COMPUTING SERVICES
- Lead contact for VIOP this includes notifying MNIT on boarding and off boarding employees
- Lead contact for Mobile device billing this includes Verizon, AT&T, and Sprint
- Mobile Device contact for office for: create TQR and EIOR on new devices, mange accounts receivable on 3 vendors and 8 separate accounts, new orders, make changes to existing accounts, make adjustments to billing errors
- Maintain ledger and spreadsheets on all computing devices for office of 92 staff members
- Review annual computing replacements with directors and MNIT staff
- Complete ledgers and order processes to purchase replacements
- Work with MNIT and office staff on order completion and delivery
- Create Technology Quote Requests for new VIOP phone, computing device, cell, and other technical accessories and license
- Process EIOR/PO we get from MNIT to purchase items from vendor
- Assist Adopt a Highway Administrator with scheduling meetings, catering and lodging, Data Base management, take detailed minutes, manage and create Privacy Shared Folder on the N Drive, correspond with district coordinators, create surveys internally, public and to national DOT personnel, assist MnDOT Communication Department with AAH to distribute and develop marketing and volunteer brochures certificates and web site layout, Collecting information from various sources through various means to proceed in program updates
- Assist MnDOT Safety Administration and Department of Administration on state contract for Safety Garments S-820(5) regarding AAH Safety Vest and Bags, Polyethylene B-298(5) regarding AHH trash bag
- Create EIOR/Purchase Order for office supplies/furniture, training/conferences, lodging, catering, service awards and other misc
- Office needs
- Complete Special Expense, gather documentation for the forms and follow-through on signatures
- Maintain the office directors’ monthly Purchasing Card log
- Maintain two MnDOT conference room schedules
- Maintain computer inventory and computer replacements
- Maintain office supplies and equipment, maintain three fax machines supplies and repair
- Collect data for office administration to assist in decision-making
- Facilitate the updating of policies and procedures for all sections
- Develop and coordinate spreadsheets and reports for various department areas
- Assist in redeveloping Adopt a Highway program, by taking meeting notes, scheduling meeting location and catering, submitting surveys (national and MnDOT), research and gather information for Manual, Brochure and Certificate updates, develop brochure and guidelines Categorize and audit fuel receipts for office
- Maintain record retention log at record storage warehouse
- Diversity and Inclusion Committee member and subcommittee member developing employee on boarding and off boarding materials
- Provide back-up responsibilities and other duties as assigned to ensure the effective operations of the Financial Services section
- Develop a hand book for the striping crew that holds contact info, emergency procedures, MDSS, work injury information and listing of all hospital location in MN
- Placed Striping Handbook on the iHUb creating design and content, storing the documents on eDOCs
- Schedule interviews and gather documentation to be distributed for the interview and contact applicants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Implemented new software tools for streamlined project management, increasing efficiency in task completion across teams.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Optimized workspace usage by reorganizing floor plans according to team needs and office layout constraints.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Reported to senior management on organizational performance and progress toward goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined office processes by implementing efficient filing and organizational systems.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Assisted management with budget preparation, providing detailed data analysis to support informed fiscal decisions.
- Coordinated travel arrangements for executives while adhering to budgetary guidelines and preferences.
- Managed complex schedules for conference room bookings ensuring that everyone had access to the necessary resources for meetings.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity.
- Scheduled office meetings and client appointments for staff teams.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Negotiated purchase orders with vendors and suppliers for office supplies, equipment and services.
- Enhanced contract compliance by thoroughly reviewing and analyzing contractual terms and conditions.
- Streamlined procedural processes by identifying areas for improvement and implementing necessary changes.
- Enhanced efficiency of procedure coordination by developing and maintaining comprehensive filing systems.
- Streamlined communication, ensuring timely delivery of contracts and prompt revisions as needed.
OFFICE & ADMIN SPEC SR
Minnesota Department of Human Resources
01.2014 - 07.2017
- Perform general office management duties, serve as receptionist, establish and maintain filing, support all program operations through personal initiative, positive attitude, cooperation, and good work habits
- Act as management contact and contact coordinator for MSHS and Como Community Unit
- MSHS SharePoint coordinator and multiple site administrator; maintain and monitor site(s) content, update and create MSHS site(s) folders and multiple SharePoint sites layout, grant access on multiple sites as well as provide assistance to staff with site content, how utilize site info, adjust folders and formats accordingly to make site user friendly and customize per site needs
- Prepare agenda's, take meeting minutes for the following meetings; Como Weekly Clinical Supervision, Como Monthly, MSHS Leadership, MSHS Procedure, Quality Assurance and Performance Improvement
- To inform MSHS managers of procedure and protocol updates and review dates on a monthly basis
- Format and prepare DHS/MSHS Procedures for review and signature
- Maintain and update Office and DHS/MSHS Policy and Procedure Manual(s)
- To provide advanced administrative assistance to 4 MSHS sites throughout the state
- Train OASI staff at other MSHS site locations and give assistance whenever necessary
- Assist as needed the Como Community Unit Program Manager to develop biweekly schedule according to contracts and arrange for coverage of absences, when needed
- To collect and prepare summaries of agency performance monitoring indicators
- Confidentiality of operations issues in regards to management discretion
- Maintain communication related logs, lists, and indexes
- Coordinates ongoing monitoring and medical chart audits to assure documents are completed, signed, following licensing requirements and documentation adequacy
- Initiate and follow up on orders and requests; service or repair needs, maintenance and supplies including office, staff or resident/client
- Maintain Como Community Unit SharePoint site and update MSHS SharePoint site as needed as well as provide assistance for staff with the sites
- Provide education and assistance to MSHS staff going from Paper Health Record to Electronic Health
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Created, maintained and updated filing systems for paper and electronic documents.
Staffing Customer Service Representative
Univita Healthcare Inc.
12.2012 - 01.2014
- Process Univita members with home health care services per medical review, approval, insurance guidelines and follow URAC protocol and ICD-10-CM, ICD-9-CM coding
- Review all direction of referrals per medical doctor orders and health plan guidelines
- Request additional clinical information from providers if applicable
- Review and verify ICD-9 codes, diagnosis codes, treatment plan, patient progress notes and medical history
- Verify medical insurance and determine if services can be provided
- Contact medical referral and home healthcare agency on receipt of order and service dates
- Redact, review and process time and privacy sensitive data medical files to distribute records for billing and shipping
- Determine visit type and visit quantity following insurance, state and federal protocol and guidelines
- Assign and verify staffing of Initial, Retrospective and Concurrent case logs
- Handle all provider, beneficiary and health plan calls
- Create and maintain Excel and Word documents and templates
- Manage all medical documentation, doctor orders via electronic medical record
- Utilize computer software systems on fax, outbound calls and documentation/scanning
- Abide by HIPAA compliance, medical terminology, medical bookkeeping and administration.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
Direct Service Specialist
REM Minnesota
06.2010 - 01.2012
- Support and serve individuals with cognitive, emotional, medical, and/or physical challenges
- Schedule and attend clinic visits and outings
- Consult with physicians, clinics, government programs and emergency services regarding consumer’s medications, therapy, treatment and activities
- Document and chart medication administration and daily outcomes, events and activities
- Abide by HIPAA compliance, medical terminology, medical bookkeeping and administration
- Follow company, state and federal guidelines as a mandated reporter.
- Improved patient outcomes with individualized care plans.
- Streamlined medication administration processes for increased safety and accuracy during busy shifts.
- Prevented the spread of infections by consistently adhering to strict infection control protocols and educating patients on proper hygiene practices.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Skillfully managed challenging patient situations using de-escalation techniques, crisis intervention strategies, and therapeutic communication skills.
Healthcare Call Center Customer Service Representative
Allina Home Oxygen & Medical Equipment
07.2007 - 05.2010
- Collaborated with clinics and insurance companies to acquire diagnostic codes and verify medical insurance information required to complete orders and obtain prior authorizations for durable medical equipment
- Redact, review and process time and privacy sensitive data medical files to distribute records for billing and shipping
- Evaluated new and existing orders to insure all state and federal policies are being met
- Coordinated and verified scheduling of medical equipment and services
- Prepare documents for digital scanning
- ICD-9-CM coding for medical equipment
- Identified and personally resolved any problem situations that arose
- Provided quality services and excellent customer service, ensured relevant and accurate information was given
- Abide by HIPAA compliance, medical terminology, medical bookkeeping and administration
- Verified medical insurance on MMIS, MN-ITS and Zirmed.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded performance goals, contributing to the overall success.
- Championed process improvement initiatives within the team, leading to increased efficiency and productivity levels for all agents involved.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Education
Program Management -
University of Minnesota - Twin Cities
Minneapolis, MN04.2023
ArcGIS -
Ersi
03.2023
Certified Massage Therapist -
Minneapils Scholl of Massage And Bodywork
Minneapolis, MN1994
Skills
- Program Specialist
- Group and Individual Instruction
- Quality Assurance
- Decision Making
- Adaptability
- Cross-functional Collaboration
- Data Analysis
- Stakeholder Engagement
- Attention to Detail
- Policy Development
- Organizational Skills
- Problem Solving
- Interpersonal Communication
- Process Improvement
- Training Development
- Performance Measurement
- Project Management
- Time Management
Accomplishments
.
- Designed and launched reports, resulting in a 30% increase in revenue.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Transportation Program Specialist II
Minnesota Department Of Transportation
04.2023 - Current
Transportation Program Specialist II -
Minnesota Department of Transportation
03.2022 - 04.2023
Transportation Program Specialist I
Minnesota Department of Transportation
06.2019 - 03.2022
OFFICE & ADMIN SPEC SR
Minnesota Department of Transportation
07.2017 - 06.2019
OFFICE & ADMIN SPEC SR
Minnesota Department of Human Resources
01.2014 - 07.2017
Staffing Customer Service Representative
Univita Healthcare Inc.
12.2012 - 01.2014
Direct Service Specialist
REM Minnesota
06.2010 - 01.2012
Healthcare Call Center Customer Service Representative
Allina Home Oxygen & Medical Equipment
07.2007 - 05.2010
Program Management -
University of Minnesota - Twin Cities
ArcGIS -
Ersi
Certified Massage Therapist -
Minneapils Scholl of Massage And Bodywork