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Executive Administrative Assistant II Resume Example

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EXECUTIVE ADMINISTRATIVE ASSISTANT II
Summary

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.

Skills
  • Team management
  • Problem resolution
  • Effective Communication Skills
  • Detailed-oriented
  • Coaching and Counseling
  • Exceptional Leadership and Managerial Skills
  • Performance Reviews
  • Operational improvement
  • Relationship development
  • Process improvement
  • Team building
  • Supervision
Professional Experience
06/2014 - CurrentState of Tennessee - Division of TennCareNashville, TN
Executive Administrative Assistant II
  • 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, 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
09/2017 - CurrentHCA/Parallon Nashville, TN
Emergency Room Registrar/Virtual Customer Service Representative
  • 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.
02/2007 - 06/2014State of Michigan - Department of Human ServicesMuskegon Heights, MI
Case Manager/Eligibility Specialist E10
  • 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
02/2002 - 02/2007State of Michigan Unemployment AgencyGrand Rapids, MI
Unemployment Insurance Claims Examiner/Trainer
  • 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
05/2001 - 02/2002Consumers EnergeyMuskegon, MI
Teller/Customer Service Representative Supervisor
  • 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.
05/1999 - 05/2001DTE EnergyGrand Rapids, MI
Cusomer Service Representative
  • 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.
Education
Muskegon, MI, United States
Bachelor Degree in General Studies Concentration: Human Service and PsychologyBaker College
12/2019Nashville, TN
Leadership AcademyLEAD Tennessee Alliance 10

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.

Volunteer Services

TNFosters - Foster Parent

State of Tennessee - Davidson County

  • Approved and certified to provide in home care for children ages 0-18

TN Promise - Scholorship and Mentor Program - Mentor

State of Tennessee - Davidson County

  • Assist students and parents navigating through the college admission process
  • Attend mandatory meetings
  • Remind students of deadlines and assist with community service opportunities
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Resume Overview

Companies Worked For:

  • State of Tennessee - Division of TennCare
  • HCA/Parallon
  • State of Michigan - Department of Human Services
  • State of Michigan Unemployment Agency
  • Consumers Energey
  • DTE Energy

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

Degrees

  • Bachelor Degree in General Studies Concentration: Human Service and Psychology
    Leadership Academy

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