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Click here or scroll down to respond to this candidateCandidate's Name
Street Address South 18th AvenueBroadview, Illinois Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLESummaryVersatile administrator with excellent organizational skills and extensive knowledge of office policies and procedures. Effective communication skills and strategic planning abilities.Over twenty-five years' experience working in a Union shop in leadership roles including but not limited to, Human Resouces, Office Manager, Caseworker, Casework Supervisor and Administrator.Accountabilities within my leadership roles included 95% accuracy in SNAP, Medical and Cash Assistance, HIPAA compliance, Orientation & Training, Clerical and Call Center functions.Accountable for Local Office budget, process expense reports, organize and maintain department filing systems and other records.Completes operational requirements by scheduling and assigning administrative projects and expediting work results.Professional Experience:Deloitte Business Management Services (Six Month Contract)Arkansas Department of Human Services (September 2023 - May 2024)Eligibility SpecialistTimely review and processing of medical applications and various updates applied to the Medicaid Program for all customers.Documented all communication with customers regarding their eligibility and affordability options.Reviewed the eligibility of different aid programs (food stamps and cash assistance) further documenting the results and sharing for future follow up with the customer.Assessing requested verifications from previous interviews, medical records, and communication with internal and external professionals to assess the customer's eligibility and needs for timely benefits.Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for assistance of State programs.Explained and documented eligibility details to all customers.Successfully managed multiple projects and tasks to ensure high quality and timely delivery of services.Illinois Department of Human ServicesPublic Service AdministratorJune 2014 Retired April 2022Communicate strategies, information, and various data in a clear, accurate and concise manner.Coach and mentor employees while ensuring effective onboarding is performed with all staff.Accountable for communicating new initiatives and processes as it applies to goals, objectives, and new initiatives.Ensures appropriate human resource functions and training is provided, maximizing the retention of staff meeting performance goals and service delivery objectives.Creates and assigns corrective action plans, imposes discipline, and participates in first and second level grievance processes. Maintains monthly Labor / Union meetings.Ensures the correct implementation of policy and procedures as it applies to the delivery of Food Stamps, Medical and Cash Assistance.Ensure the protection of customers personal information by adhering to the HIPAA Policy. Enforce 100% adherence in the annual HIPAA training.Ensures that a Statewide Quality Control Food Stamp Accuracy error rate of 6% or below.Ensure Food Stamps have a timeliness of no less than 95%.Ensure Medical Benefits are to be implemented timely and accurately and no less than 95%.Ensures appeals are handled correctly according to policy.Ensure all contracts are completed in a timely manner and maintained in a computerized filing system.Ensures proper procedures by staff are followed to grant customers their right to register to vote and submittal of information to the assigned election board is completed timely.Ensures management staff are completing case reviews and analyzing the results of reviews to create work plans to better support staff and service customers.Updating and maintaining departmental websites.Creating, maintaining and collecting data for standard reports charts, graphs, spreadsheets, and databases.Illinois Department of Human ServicesHuman Service Case ManagerApril 2011 2014Directs the activities of casework staff engaged in social casework in the investigation and determination of eligibility of applicants and recipients of public assistance and welfare services.Assigns, reviews, and approves casework documentation performed by professional and clerical staff; instructs and advises on casework methods and techniques.Implements and interprets new initiatives related to welfare reform; serves on project teams and planning committees to provide input into recommended changes in welfare service delivery; provides on the job training to casework staff in implementation of service delivery changes.Organizes and implements public relations activities and group meetings; disseminates information regarding agency services and objectives; encourages the development or extension of community resources to assist recipients in accomplishing self-support or self-care.Maintains public relations activities with public employers and other interested parties; coordinates public assistance programs and services with those of other agencies and community groups; confers with and advises professional and lay groups relative to social welfare work.Reviewing of daily reports to determine and communicate timeliness issues as it applies to Food Stamps, Medical and Cash Assistance. Assign priority cases to ensure timeliness of benefits to customers.Follow the customer appeal policy ensuring all pre-appeals are attempted and completed within the timeline and providing a daily report to Financial Recovery Officer and to the management team during morning management meetings.Provides daily reports on priority, Medical, SNAP, Cash and LTC casesProvides weekly and monthly corrective action plan reportsEnsure quarterly and yearly employee evaluations are prepared for review prior to employee presentation.Illinois Department of Human ServicesOffice ManagerApril 1999 April 2011Full management responsibility for tactical and strategic activities in the Clerical Department for the DuPage County Local Office under the umbrella of the Illinois Department of Human Services.Process and supervise Payroll for the Local Office and temporary assigned staff.Performs employee orientations and provides security access for staff and ensure all scheduled, mandatory State / Federal training is provided and reported.Maintain all personnel and administrative files.EAP Coordinator for the Local Office and assigned to other Local Offices to assist as needed.Assign requested Food Stamp, Medical and Cash Benefits.Established a mentoring and training schedule for direct reports.Account for federal and state inventory items while monitoring and auditing funding sources.Complete monthly Receiver Reports for new purchases.Manage and maintain vendor accounts with commercial vendors.Accountable for monthly and quarterly LINK (Food Stamp Debit Card) audits.Customer Service Manager for the Local office with six major transportation vendors. Analyze and audit each transportation vendor monthly.Complete yearly Local Office Facility Audit for all furniture and computer equipment.Serve as the Customer Service Manager for clients.Monitoring compliance with the collective bargaining agreement and one of the individuals that resolves grievances.Illinois Department of Human ServicesHuman Service CaseworkerApril 1998 April 1999Managed individual cases for the Illinois Department of Human ServicesMentored customers offering the benefits of changing their behavior that aligns to self-sufficiency.Medical Deductible (Spend-down) determinationsMedical Application and Medical Re-determinationsQMB (Medicare) certificationsCash Assistance interviews and verificationsFood Stamp Certifications and Home Visits.Monitored and ensured compliance with all company policy.Video UpdateDistrict ManagerApril 1996 January 1998District Manager of six stores with combined revenues of approximately $1,000,000 annually until this company went out of business.Increasing district revenue by 2.5% during a period when the company and other districts were experiencing negative growth.Analysis and submission of daily, weekly, and monthly reports.Hiring and training of store manager and staff for the district.Market research for the district.Customer satisfaction assessments.Team building and mentoring.Analyzed and submitted daily, weekly, and monthly inventories.Developed and executed budget for the district.Full managerial responsibilities for six managers.Monitored and ensured compliance with all company policy.Determined monthly and quarterly budget for each individual store within the district.Reviewed daily, weekly, and monthly profit and loss reports with the Store Managers.Put in place a strategic plan for the management team within the district.Ensured there was alignment of the tactical plans and strategic plans within the district.Bakers Square RestaurantGeneral ManagerMarch 1995 April 1996Full managerial and profit and loss responsibility with combined revenues of approximately $750,000 annually.Hired and trained personnel in all phases of the operation of Baker's Square.Developed and implemented a training program, from the ground up, to ensure operational efficiency.Initiated a leadership training program for management team placing emphasizing team building through empowering staff to implement the daily tactical plans.Accountable for maintaining optimal profitability in addition to market research.Analysis and submission of daily, weekly, and monthly profit and loss reports.Monthly customer service and team building seminars.Weekly, monthly, and quarterly inventory insuring optimal resource utilization.Overall responsibility for customer satisfaction, new revenue generation, and personnel management.Waffle House RestaurantDistrict ManagerAugust 1993 March 1996Full managerial and profit and loss responsibility for the entire district comprised of 6 stores with combined revenues of approximately $1,80,000 annually.Encouraged, supported, and empowered the management team to remain focused on the organization's vision through consistent utilization of tactical planning.Successfully recruited, hired, and trained a staff of three-unit managers, three shift managers and 75 additional staff members.Recruited and trained managers for the division to take on future leadership roles.Selected to manage a lagging district by corporate office and successfully reduce food cost and reverse lagging profits in the district within a year.Improved profits by approximately 20% within 12 months.Directly involved in marketing research for new locations for future facilitiesTop District in the region in profitability for twelve consecutive months.District's Profit Quality (amount of waste) was zero for eight consecutive monthsAccountable for hiring and training unit managers and dispersing throughout the region.Analysis and submission of daily, weekly, and monthly profit and loss reportsPerformed monthly customer service training seminars.Managing district inventory levels. Reduced inventories by 12% while maintaining customer satisfaction.Waffle HouseUnit ManagerJanuary 1992 August 1993Accountable for profit and loss responsibility for unit with revenues of approximately $550,000 annually.This unit was the worst store in the region (76 of 76) and upon my departure to take on the role of District Manager, it was the best (1 of 76).Responsible for general operations of restaurantHiring and training of staff.Analysis and submission of daily, weekly, and monthly profit and loss reports.Developed, submitted, and executed daily, monthly, and yearly budget.Restaurant had highest employee retention for nine consecutive months (78.9%)Top restaurant in profitability for seven consecutive months within region.Highest profit margin in the region for nine consecutive months.Management of approximately 20 people to support the unit.Military HistoryUnited States Navy, Hospital Corpsman, September 1983 through September 1987Four years active duty, two years reserve duty.Honorable discharged with awards.Naval Medical Achievement Award.Trained military personnel, military dependents, and Icelandic medical personnel on the correct medical billing procedures to Champus and other commercial insurance companies.Initiated medical billing programs in all Icelandic Medical Facilities regarding NATO personnel and their dependents.Computer LiteracyExcel and Microsoft AccessMicrosoft Word and Word-Perfect Microsoft OutlookPowerPoint and other proprietary softwareEducation:MA in Strategic Communication and Leadership Development, Seton Hall University, New Jersey September 2007BS Management, University of Maryland, European Division, Heidelberg Germany June 2005 |
