Executive Administrative Assistant Ii resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Accomplished Executive Administrative Assistant II offering 8 years of experience in combining cross-functional competencies in staff management, operations and strategic planning, and developing positive, business relationships. Expert in boosting quality, performance, and team productivity. Successful in enforcing standard operating procedures to positively impact organizational goals. Dependable leader with skills to develop, coach, and motivate staff while interfacing with executives on all levels.

  • Problem resolution
  • Effective Communication Skills
  • Detailed-oriented
  • Exceptional Leadership and Managerial Skills
  • Relationship development
  • Policy and Procedures
  • Program evaluation
  • Interviewing expertise
  • Research and Data Analysis
  • Claims management
  • Federal, state and local policies
  • Verbal and written communication
  • Decision-making
  • Benefits interpretation
Baker College Muskegon, MI Expected in Bachelor Degree : General Studies Concentration: Human Service and Psychology - GPA :
LEAD Tennessee Alliance 10 Nashville, TN, Expected in 12/2019 : Leadership Academy - GPA :

LEAD Tennessee is a pipeline of current and emerging leaders moving through 12 months of intense, high impact development in twelve leadership core competencies, thus building strength within agencies and creating a pool of leadership talent for the State of Tennessee.

Professional Experience
Anthem, Inc. - Executive Administrative Assistant II
Bridgewater, MA, 06/2014 - Current
  • Manage daily operations of staff consisting of 7-15 TennCare Program Coordinators, Managed Care Specialist I/II/III professionals, and temporary resource staff who are responsible for determining eligibility for TennCare Medicaid Programs (Magi/Non-Magi including Deemed Newborns, CoverKids, Medicare, Home and Community Based Services, Long Term Support Services/Nursing Home Services, SSI/SDX cases, Pickle/DAC, Widow/Widower, Presumptive Eligibility, BCC, EMS - Undocumented/Illegal Aliens, Immigrant/Refugees).
  • Complete Individual Performance Plans, Interims, Annual Reviews and monthly conferences for staff by reviewing daily statistics and job performance. Entering timesheets in Edison, approve/deny leave requests, and monitor leave balances
  • Develop and implement corrective action plans regarding personnel and performance issues by consulting DOHR (Department of Human Resources) to begin disciplinary action when necessary
  • Develops, coordinates, and conducts orientation and training for new hires. Evaluates the progress of new employees by analyzing, reviewing, and writing reports, compiling statistics on individual performance, and providing constructive feedback
  • Performs quality control reviews on cases to ensure compliance with Federal and State policies, income thresholds, and resource limits
  • Facilitates weekly team meetings, conducts training sessions through WebEx, and participates in weekly conference calls
  • Conduct interviews for Managed Care Specialist I/II/III and TennCare Program Coordinator positions within the agency
  • Builds team and staff morale by acknowledging accomplishments, improvements, and providing consistency
HCA/Parallon - Emergency Room Registrar/Virtual Customer Service Representative
City, STATE, 09/2017 - Current
  • Interview incoming patients, patient representatives, and family members at bedside or workstation to obtain identifying and demographical information, insurance, and financial information
  • Identify, screen, and assist patients who may potentially be eligible for TennCare and/or Presumptive Eligibility with completing an application for TennCare
  • Follow AIDET guidelines in all client/patient interactions
  • Verify insurance and ensure charts are accurate and complete
  • Register OB patients, obtain physician orders and insurance or financial information
  • Inform patients of patient financial obligations, patients' rights, provide resources, and process partial and/full payment by cash, check, or credit card for services rendered
  • Calculate patient liability amounts
  • Daily use of Meditech, Passport, FOS, Healthstream, and HPS
  • Delivered step-by-step instructions to clients on navigating system and explained all self-service options.
  • Handled multiple tasks simultaneously, including talking with and listening to customers while accessing, reading and inputting information into numerous applications.
  • Interacted sensitively, effectively, and professionally with individuals from diverse cultural, socioeconomic and educational, sexual, gender and religious orientations and backgrounds.
State Of Michigan - Department Of Human Services - Case Manager/Eligibility Specialist E10
City, STATE, 02/2007 - 06/2014
  • Interview, educate, and assist new applicants and existing clients with applying for services and/or programs
  • Manage a caseload of 700+ cases and up to 1600 clients
  • Determine eligibility and redeterminations for Medicaid, State Disability Assistance, Medicare Savings Plans, cash assistance, food assistance, childcare assistance, State Emergency Relief (SER), direct support services (housing assistance - Section 8/subsidized housing, LIHEAP, clothing, transportation, vehicle purchases. etc.), Home and Community Based Services (HCBS), and nursing home applications
  • Manage a specialized Foster Care assistance caseload for childcare
  • Generate and review budgets and income reports
  • Schedule and conduct pre-hearing conferences with clients
  • Write pre-hearing summaries, appeal requests and social summaries for State Disability Assistance and Medicaid applicants
  • Conduct case closure conferences and redeterminations with clients and families
  • Create referrals to the Office of Child Support to establish new cases or reopen closed cases
  • Complete Supplemental Social Security Income forms to determine eligibility for subsidized housing, Friend of the Court, and medical assistance
  • Direct contact with landlords, nursing homes, physicians, and court officials
  • Managed the Muskegon Heights Family Resource Center - network with area agencies, schools, community programs, stores, etc. to provide clients and families with community resources at no cost to the client
  • Knowledge of State and Federal programs and guidelines
  • Generate, review, and process fraud referrals
  • Issue employment referrals through the Michigan Workforce Development Agency
  • Assist the Muskegon Heights Police Department, Michigan State Police, and the United States Marshals Service with case and fraud referrals
  • Coordinate Community Outreach Seminars with local stores and vendors (Meijer Stores, Walmart, Muskegon Public Schools, Muskegon Heights Public Schools, etc.)
  • Excellent computer skills - Microsoft Office Programs (Excel, Outlook, Word, PowerPoint, Access), FileNet, MIBridges program
State Of Michigan Unemployment Agency - Unemployment Insurance Claims Examiner/Trainer
City, STATE, 02/2002 - 02/2007
  • Agency wide Adjudication Trainer for three Remote Initial Claims Centers (RICC) located in Detroit, Grand Rapids, and Saginaw
  • Interview applicants and file claims
  • Determine and evaluate eligibility to establish a claim
  • Process new, reopened, and late filing claims
  • Write determinations and adjudicate all claim types: misconduct, voluntary quit, retirement, multi-issue, severance pay, preservation of credit weeks, school denial period, labor dispute, availability and medical claims
  • Interpret and analyze manuals, policy, and procedures
  • Review employer and applicant data to investigate claims
  • Verify wages, dates of employment, and separation reason(s)
  • Process credit and charges, issue billing adjustment checks, intercept checks, calculate restitution, and apply fraud penalties
  • Answer 100-125 customer service calls daily
  • Process re-determinations, appeals for Circuit Court and Board of Review claims
  • Analyze state and federal laws to adjudicate cases
  • Conduct interviews for Unemployment Insurance Claims Examiner 8/9/10 positions
  • Recommend and train new trainers in the Train-The-Trainer program
  • Daily use of Microsoft Office programs, FileNet, and other programs
Consumers Energey - Teller/Customer Service Representative Supervisor
City, STATE, 05/2001 - 02/2002
  • Trained employees on cash drawer operation.
  • Balanced daily cash deposits with zero error rate.
  • Received payments by cash, check, money order, or credit card and issued receipts.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Assisted customers with account updates, new service additions and promotional offers.
  • Drove daily operations through cash drawer balancing, counterfeit currency identification and vault cash management.
  • Tracked all changes and actions in computer-based documentation system.
  • Placed new orders for electrical service for residential and ommercial customers, restoring electrical services, and placing transfer orders.
  • Enrolled customers in energy savings programs, payment arrangements, and billing programs.
  • Effectively communicated with technicians, contractors, and other departments to obtain and provide information on service orders.
DTE Energy - Cusomer Service Representative
City, STATE, 05/1999 - 05/2001
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Answered 100+ inbound calls per day and directed to designated individuals or departments.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Educated customers on special pricing opportunities and company offerings.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

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Resume Overview

School Attended

  • Baker College
  • LEAD Tennessee Alliance 10

Job Titles Held:

  • Executive Administrative Assistant II
  • Emergency Room Registrar/Virtual Customer Service Representative
  • Case Manager/Eligibility Specialist E10
  • Unemployment Insurance Claims Examiner/Trainer
  • Teller/Customer Service Representative Supervisor
  • Cusomer Service Representative


  • Bachelor Degree

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