Cynthia C. Wheeler

Background

Program Administrator with over ten years of expertise at building rapport with clients, a broad understanding of the impact of services provided with proven successful leadership skills.

Senior Program Specialist CGI/Medicaid Incentive 360, Birmingham, AL May 2014 – Present

Manage team aging assignments to increase weekly completion rate and surpass monthly goals. Responsible for monthly recording requests, analysis of agent phone reports, perform quality assurance and organize team attendance schedules in accordance to pre- determined Service level Agreements (SLA). Obtained and shared understanding of ongoing program changes and provider challenges. Provide initial technical support for all telecommunication software issues and collaborate with support teams to resolve escalated issues.

Responsible for reviewing, understanding and interpreting the CMS Medicaid Health Record (EHR) Incentive Program regulations. Communicate with CGI MI360 Implementation Managers and State Medicaid Agency program management to confirm consistent interpretation of rules and the impact to the system and / or program operations. Responsible for incorporating the program rule revisions into state policies and procedures used to guide all MI360 Program Specialists when performing enrollment reviews for the processing of incentive payments.

Participate in the development and refinement of the system test plan and test scripts used to verify the integrity of the Medicaid Incentive360 © (MI360) system functionality prior to the deployment of new releases. Responsibilities include verification that system test plan provides comprehensive coverage for the scope of changes included in each release, validating and revising test scripts to ensure accuracy of the logical sequence, execution of system testing scripts, accurate and thorough reporting of test results, and re- testing and validation of defect remediation.

Program Specialist CGI/Medicaid Incentive 360, Troy, AL January, 2011 – May 2014

Responsible for meticulously reviewing provider enrollments to validate compliance with the program rules and policies based on state- specific interpretation as represented in procedures. Provide tactical guidance and support by supplying issue / dispute resolution for the registration, eligibility, attestation, or payment process. Utilize multiple media methods to display appropriate correspondence with a diverse set of stakeholders ranging from, large hospital Chief Financial Officers (CFO), hospital and ambulatory clinic revenue managers through sole proprietor health care providers within five states.

Team Lead– CGI/ARAS, Troy, AL September, 2010 – January 2011

Provide first level supervisory support for the fifteen to twenty top performing agents within a growing collections firm. Review and resolve policy and procedure compliance inquiries and de-escalate supervisor requested calls. Assist in training new hires with hands on computer and negotiation skills. Contribute a positive attitude and morale to a constant changing work environment while maintaining a respectful and lighthearted approach with my peers and management team.

Senior Collector – CGI/ARAS, Troy, AL February, 2010 – September, 2010

Contacted customers to collect past due payment amounts, or arrange for debt to be reconciled at a later date. Document and updated all accounts according to policy and procedure. Provided additional information to consumers to assist them to make future payments on time. Comply with all FDCPA regulations and guidelines.

Education

2016- Present Liberty University Lynchburg, VA Business Administration: Project Management (Online)

2001-2003 Troy State University Troy, Al Marketing