Manager Customer Service

Alexia Peterson, MBA, MSW

**** ******* ***** ( Charlotte NC 28215 ( h: 704-***-**** ( c: (704) 301-

**** ( acc8b8@r.postjobfree.com

Executive Management

Key Account Manager ( Customer Service Manager ( Marketing

Manager ( Operations Manager

Decisive, action-oriented and results focused with more than 5 years of

increased leadership responsibilities supervising and managing employees,

planning, training, coaching, and problem solving within a fast pace

healthcare environment.

Core competencies

Customer Needs Analysis Account Management

Excellent Written/Verbal Leadership & Team Building

Communication Skills Negotiation & Collaboration

Sales & Promotions Management Team leadership

Sound Judgment & Decision Making Organization and Planning Skills

Skills Strong Presentation Skills

Productive Analysis and Problem Personnel Management

Solving

Sound understanding of finance

EDUCATION AND CREDENTIALS

Masters of Business Administration - Pfeiffer University,

Charlotte, NC

Masters of Social Work - University at Buffalo, Buffalo, NY

Bachelor of Arts - Political Science and Philosophy, -

Buffalo State College, Buffalo, NY

Operating Systems Windows 2000, Windows XP, Windows

Vista, ICAN

Office Package Microsoft Word, Microsoft

Excel, Microsoft PowerPoint, Microsoft Outlook

Express,

Microsoft Access, Visio, Microsoft Project

Certifications PMP Candidate, Qualified

Mental Health Professional

QUALIFICATIONS

Project Management

. Managed projects and delivered results of the projects

. Triaged issues by providing transparency leadership needed to

successful manage problems and make informed decisions

. Identified and lead cross functional teams to execute

initiatives/projects and served as the primary point of contact for

initiatives

. Accountable for deliverables including cost and scheduling by ensuring

that team members understood and executed their responsibilities

effectively and efficiently.

. Skilled in synthesizing information from various oversight bodies into

policies and practices that facilitate a smooth workflow at MeckLINK.

. Thorough knowledge of Medicaid Due Process and non-Medicaid appeals

processes, including regulatory, state and federal requirement

. Effectively worked independently on various projects, and managed

multiple priorities simultaneously while adhering to required

timelines

Alexia Peterson

page two

Management

. Collected, analyzed and evaluated information from a variety of

sources, such as statewide assessments, statewide aggregate data and

qualitative

. Performed the primary analysis and advisory assessments related to the

effectiveness of federal programs and/or the efficiency of the

management of state operations

. Provided leadership and guidance for technical assistance efforts used

to advise on the interpretation of Federal laws, regulations, program

reviews, policies and procedures as they relate to state child and

family service programs and collaborate in implementation efforts.

. Served as principal lead and consultant for federal reviews to

determine the extent of compliance with laws, regulations, and

policies and develop analytical findings and conclusions

. Held regular status meetings with team to apprise them of changes

within the organization and general news

. Hired, managed, coached, counseled, payroll management and set goals

for a team of 10

. Conducted performance reviews and rewarded positive behavior,

improving morale, productivity and agency

Profitability

. Wrote program policy, enforced program standards and HIPAA policy on a

daily basis

. Power over managing day to day operational aspects, identified

resources needed, assigning day to day instructions and

responsibilities to team members

. Analyzed project profitability, revenue, margins, bill rates and

utilization to streamline efficiency and effectiveness

. Journalized daily transactions and prepared monthly accruals

. Performed balance sheet reconciliations.

. Coordinated and prepared receivable write-offs.

. Responsible for depositing daily cash receipts and transferring funds

to imprest bank accounts

. Ability to understand both clinical and legal reports and translate

complex information into understandable, plain English

Strategic Planning

. Created product roadmaps, product plans, project schedules, supporting

intranet, operational policies and procedures.

. Developed and refined member engagement metrics and strategies

. Presented ideas effectively to individuals or groups; delivering

presentations suited to the characteristics and needs of the audience

. Ensured deliverables meet needs, and could be implemented and

sustained

. Provided processes and communications that create accountability with

project team and drove results

. Negotiated and influenced project direction to achieve results

. In charge of developing the marketing plan and driving all marketing

products and programs

. Coordinated multiple direct marketing campaigns including product and

program brochure

. Successfully engaged in multiple initiatives simultaneously

. Synthesized complex or diverse information; collected and researched

data; used intuition and experience to complement data; designed work

flows and procedures

. Strong working knowledge of URAC standards, Medicaid and Non-Medicaid

appeals requirements, and MeckLINK policies and procedures. Knowledge

of NC General Statutes 122C, NC Administrative Codes, and HIPAA

regulations as they relate to mental health, substance abuse, and

intellectual and developmental disabilities.

. Thorough knowledge of Medicaid Due Process and non-Medicaid appeals

processes, including regulatory,

state and federal requirements

Alexia Peterson

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Customer Service

. Possess strong interpersonal, written and oral communication skills,

with the ability to work at all levels

of the organization

. Facilitated and drove business unit results by partnering with client

managers to provide qualified candidates in a timely manner

. Developed and maintained contact with top decision makers on key

accounts

. Managed up to 100 healthcare professionals and placed them on

assignments

. Built partnerships with other State and local governments, non-profit

and private sector organizations through

building credibility, establishing rapport, and maintaining

communication with stakeholders at multiple levels,

including those external to the organization.

. Developed and maintained a high level of customer satisfaction through

consistent high quality interactions with customers and management

. Effectively managed difficult clients and situations on a daily basis

. Strong verbal communication skills, including the ability to maintain

positive, collaborative relationships with

consumers, providers, regulators, and attorneys who may be in conflict

with one another

. Strong written communication skills.

. Serves as a liaison in corresponding and communicating with providers

and members or members' representatives as needed during appeal

processing.

. Strong analytical skills, attention to detail, and the ability to

prioritize duties.

PROFESSIONAL EXPERIENCE

MECKLENBURG COUNTY

12/13 - Present

MECKLINK BEHAVIORAL HEALTHCARE (Managed Care Provider)

Appeals/Denials Coordinator (Contractor)

THE RIGHT CHOICE MWM, INC., (Healthcare)

Program Manager (Healthcare)

8/09 - 9/10; 5/11-1/12

Marketing Manager (Healthcare)

1/08 - 1/12

IVY CONSULTING

AP & AR Clerk

1//09-6/10

EXPRESS PERSONNEL SERVICES,

Account Manager

8/06 - 1/08

MECKLENBURG COUNTY AREA MENTAL HEALTH, (Healthcare/Government)

Case Manager

10/02 - 8/06

MECKLENBURG COUNTY YOUTH & FAMILY SERVICES, (Government)

Child Protective Services Investigator, Social Worker

11/96 -10/02

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