Customer Service Information Systems
Resume:
Gretchen Simpson Baltimore, MD
www.linkedin.com/in/gretchen-simpson-8a239074 410-***-**** - ***********@*****.***
Business Policy Analyst
Driving desired outcomes in public policy implementation by effective business analysis and team collaboration
Energetic Business Analyst with a record of achievement in managing public policy and developing automated software to standardize work program processes statewide.
Analytical professional able to gather requirements and work with teams to develop technical design.
Areas of expertise include:
– Business Analysis – Requirements gathering – Policy Research – Presentations/Training
– Health Policy – Problem Resolution – Leadership – Documentation
– Child Welfare/TANF – Customer Service – Project Management – Policy Analysis
Professional Experience
Xerox 4/2016-6/2015
4/2013-10/2015
BUSINESS ANALYST/SYSTEM TESTER/SUBJECT MATTER EXPERT
Short term Subject Matter Expert (2 months)
Updated Excel spreadsheet to indicate system changes and enhancements for MACPro system. Updated system information for reporting purposes. Used knowledge of Medicaid/CHIP program to assist in identifying business processes of the CMS (Centers for Medicaid/Medicare Services) stakeholders in MACPro.
Business Requirements Design Documents Policy Research Project Management
Supported the State of Maryland with design, development, and implementation of a critical Information systems interface between the Client Automated Resources and Eligibility Systems (CARES) mainframe system and the federal Treasury for Supplemental Nutrition Assistance Program (SNAP) overpayments.
Facilitated software requirements-gathering sessions.
Scheduled meetings and appointments with the client to gather information for requirements.
Analyzed customer business needs and collaborated with the program/project team to create application/operational requirements.
Documented discussions from Joint Application Design sessions and problem resolution sessions.
Documented requirements for Information systems enhancements.
Developed business design documents detailing new Information systems fixes and workflow changes along with high-level training/training materials to project teams.
Developed test plans for projects, such as the Heath-Care Exchange (HIX) implementation, utilizing the Rational Tool Suite ensuring that all client requirements are covered by planned test cases.
Communicated with developers and other staff concerning program policy aspects for Medical Assistance (MA), TANF and SNAP to resolve software defects and clarify requirements.
Achievements
Contributed to boosting SNAP overpayment collections from $180,000 to more than half a million dollars via support to the state with completion of the Information systems interface.
Drove customer satisfaction by bridging communication gaps between Xerox and the State of Maryland.
Family Investment Administration 2002-2012
POLICY ANALYST/HUMAN SERVICE SPECIALIST V
Policy, Analysis and Research for Child Welfare Compliance Policy Statements Presentations
Played a key role in supporting policy for several statewide projects to raise the Temporary Assistance to Needy Families (TANF) work participation rate, including the creation of an automated work readiness evaluation system.
Collaborated on designing the sanction process for non-compliant, work-mandatory TANF customers and other child welfare programs.
Contributed to reviews of compliance with federal regulations for TANF, SNAP and MA.
Resolved critical policy and Information systems issues.
Served on design committees to facilitate system software enhancements.
Evaluated statistical reports.
Developed, wrote, and interpreted policy and procedure for the Maryland’s TANF program and SNAP as a complementary program.
Achievements
Facilitated increasing the state work participation rates from 8% to 40% by providing policy support and expertise.
Boosted quality by contributing to the automation and standardization of the statewide work readiness evaluation system for TANF work participation customers and named the state’s work readiness program: RISE (Reaching Independence and Stability through Employment).
Authored several program training manuals presently in use.
Decreased error rates for Child Care Administration (CCA) and TANF programs by 7% by developing ongoing course offerings for veteran staff.
Additional Experience
Department of Human Resources, Baltimore, MD 1995-2002
Program Analyst/Human Service Specialist IV
Devised and delivered curriculum for systems and policy training for TCA, Food Stamp (FS) and Medical Assistance (MA). Authored training manuals and desk guides for CARES mainframe, Childcare Information system and WORKS/ Cottage applications.
Conducted policy and Information systems training for Maryland Department of Human Resources staff.
Collaborated with agency administrators to gather training needs.
Analyzed and interpreted federal aid program policies and developed recommendations.
Assessed bids and proposals for contracts and services. Contributed to planning and advocacy committees.
Consulted with other administrators and programs heads to exchange information and influence program actions.
Provided reports and recommendations for training issues.
Maryland, Department of Social Services, Baltimore, MD (various locations)
Case Manager
Analyzed, interpreted, and applied program policy for a wide range of other child welfare and benefit programs i.e. MA, TANF and SNAP.
Determined eligibility, interviewed customers to gather data for eligibility process, and evaluated data.
Liaised with hospitals for MA patients.
Determined eligibility for Long Term Care MA.
Conducted crisis intervention.
Education
Bachelor of Arts, Sociology
Rutgers University
Graduate Coursework
Human Resource Development/Counseling, Psychology
Towson University
Graduate Certificate, Health and Wellness Coaching
Maryland University of Integrative Health
Technical Background
Microsoft Office, ReqPro, Microsoft Visio, Rational Tool Suite, SharePoint, Clarity
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