Senior Program Supervisor Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Multi-talented leader consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. Excellent reputation for resolving problems, improving customer satisfaction, and driving operational efficiency.

  • Created database of all patient support actions to maximize compliance, foster independence with team, and reduce errors.
  • Aided in planning, presenting and executing annual National Meeting for advocacy team. Coordinated with various departments to provide original and creative training segments.
  • Nominated for and completed two company leadership programs including Franklin Covey.
  • Leveraged existing database to create tools for use company wide that enabled all departments to understand new operational initiatives.
  • Insurance understanding, including Medicare and Medicaid programs
  • Verbal and written communication
  • Patient rights
  • Interdepartmental cooperation
  • Resource utilization
  • Tracking and analyzing NPS and customer satisfaction rates
  • Proficient in Office 365 products, CPR+, & Mediware
  • Medical & Pharmacy insurance and coding/billing
  • Project and performance Management
  • Staff training/development
  • Risk management and Healthcare Compliance Regulation
  • Procedure development and implementation
  • In-depth knowledge of HR Compliance & Management
  • Relationship development
  • Data Analytics
Work History
03/2021 to Current
Senior Program Supervisor Yavapai Regional Medical Center Az, AZ,
  • Directed team of 13 nursing staff, overseeing HR records, performance and quality assurance.
  • Assisted Program Manager in program implementation for new pharmaceutical rollout and maintenance plan, including ensuring availability of appropriate resources for staffing and training.
  • Developed and implemented robust insurance training for management and team of 100 employees.
  • Organized and developed tools for better benefit investigations company wide.
  • Led and created onboarding activities for largest team of new hires for the company (100+).
  • Scheduled and supervised staff meetings and 1:1's to discuss new ideas and update participants on program details and milestones.
  • Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
  • Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
  • Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
  • Addressed and resolved technical, financial and operational concerns by working with team members and directors.
  • Designed infrastructure solutions to resolve business issues and improve delivery processes.
  • Devised tools and benchmarks to improve team performance and monitor production.
10/2015 to 03/2021
Patient Advocate Manager, Eastern US Diplomat Specialty Infusion Group/Optum Rx City, STATE,
  • Utilized knowledge of available resources to help patients select appropriate courses and obtain relevant support.
  • Assisted patients in understanding individual rights and responsibilities in regard to care, coverage and payment.
  • Developed audit tool and conducted frequent audits of team members patient census to ensure exceptional customer care within our departmental guidelines and standard operating procedures.
  • Worked effectively with team leaders and management from multiple departments to coordinate resolutions to patient issues.
  • Developed and implemented team member productivity initiatives, in addition to coordinating opportunities for training and performance improvement via weekly individual one on ones and monthly team meetings.
  • Developed goals in collaboration with team members that aligned with the company and upper management. Goals were then assessed at regular intervals and re-evaluated during annual reviews offering praise, coaching, and recommendations for improvement.
  • Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 5-member management team with related direct reports.
  • Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
  • Controlled daily business operations by setting, enforcing, and optimizing, short and long-range strategies to maintain efficiency, grow profitability, and accomplish objectives.
  • Interviewed and hired new staff, overseeing all training, mentoring and direction to maximize productivity.
  • Improved distribution efficiency with design, development and testing of embedded software applications.
  • Forged and cultivated productive relationships with community members, internal/external customers, and potential partners.
  • Verified compliance with best business practices throughout organization.
  • Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
  • Generated comprehensive reports regarding incidents, events and important business matters.
  • Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
  • Built relationships with customers and managed accounts to drive revenue and profit.
  • Uncovered connections between data elements and processes, employees and business structures.
  • Optimized forecasting with enhanced Mediware/Wellsky solutions and business management strategies.
05/2015 to 03/2016
Independent Contractor Blue & Co. LLC City, STATE,
  • Consulted with customers to assess needs and propose optimal business solutions.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Completed financial reporting and analysis for billing revenue cycle.
  • Assessed current revenue cycle procedures and implemented improvements to foster efficiency.
  • Managed day-to-day operations of consulting business, which required such tasks as business data analytics and patient billing information.
  • Evaluated software, office procedures, and billing/patient data trends to understand competitive environments and assess current strategies.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
01/2013 to 08/2015
Practice Manager Theraplace Learning Center City, STATE,
  • Assessed processes and procedures, complying with OSHA and HIPAA regulations.
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Trained interns and newly hired team members on office procedures and computer system.
  • Assisted MD offices with appeals to ensure appropriate services were covered by insurance for patients.
  • Developed and maintained electronic record management systems to analyze and process data for both patients and business needs.
  • Obtained KY Medicaid program initial and re-certification with no corrective suggestions.
  • Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
  • Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Maintained work structure by updating job requirements and job descriptions for all positions.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Directed and controlled various benefit programs, including 401K, medical, dental and vision packages.
  • Liaised between multiple business divisions to improve communications.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Collaborated with senior management and performed helpful tasks, including benefits analysis, corrective action planning and big-picture data capturing.
  • Oversaw day-to-day processing of payroll for 50 employees, including review of timesheets and computing pay in accordance with FLSA.
Expected in 11/2015
Bachelor of Science: Healthcare Managment
Sullivan University - Louisville, KY
Additional Information


Melinda Clayton- Patient Navigator Supervisor- Optum Rx , ph # 317-792-0056

Debbie Sebree- National Manager Patient Advocacy Program- Diplomat Specialty Infusion Group/Optum Rx , ph# XXX-648-4593

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Resume Overview

School Attended
  • Sullivan University
Job Titles Held:
  • Senior Program Supervisor
  • Patient Advocate Manager, Eastern US
  • Independent Contractor
  • Practice Manager
  • Bachelor of Science