Manager Management

Selena Deavaureux-Stubbs

Team Manager-Outbound Department-Appointing

Houston, TX

************@*******.*** - 832-***-****

Management professional offering over 2 years of experience in government program management. Effective at managing diverse team members to accomplish business goals, oversee and manage performance of service quality to guarantee customer satisfaction. Collaborate with all levels of management to coordinate case management duties, compile and analyze complex data; interpret results and draw conclusions.

• Management

Managed quality control and outbound processes for veteran government program. Knowledge of clinical case reporting and case management.

Produce solid and effective strategies to impact the bottom line. Authorized to work in the US for any employer

WORK EXPERIENCE

Team Manager-Outbound Department-Appointing

Sutherland Global Services - 2015 to 2016

• Directly responsible for overseeing performance and service quality.

• Produced solid data reports and analysis.

• Trained and coached patient services representatives in medical authorization appointing.

• Applied HIPPA laws, policies and practices related to patient medical authorizations within the Veterans Choice Program.

• Responsible for maintaining a 90 percentile team performance. Patient Services Representative II-Clinical Auditor Sutherland Global Services - 2014 to 2015

• Directly responsible for auditing medical authorizations, checking for accuracy of data entered and modifying discrepancies.

• Assisted in clarifying business processes from the internal patient enrollment department.

• Trained and coached patient services representatives in medical authorization processing.

• Applied HIPPA laws, policies and practices related to patient medical authorizations within the Veterans Choice Program.

• Responsible for maintaining a 90 percentile team performance. Acting Team Manager - Quality Control/Outbound Department-Appointing

• Managed, develop, and train analyst of 8 to 18 employees.

• Monitored and coached analyst utilizing the Service Quality Management System (SQMS).

• Organized workflow inventory to disseminate to team.

• Audited team authorizations

• Established and maintained communication with clients, resolve issues, and meet expectations.

• Responsible for completing daily production, workforce management reports in MS Word, inventory spreadsheets in MS Excel, and update calendars to manage and schedule team meetings, vacations and time off requests.

HIV/AIDS Case Manager

Metropolitan Charities - 2006 to 2007

• Responsible for case management intake service, interviews for 60 HIV/AIDS clients.

• Maintained quality records for government agencies.

• Prepared moderately complex ongoing or special narrative or statistical reports.

• Managed case investigations.

• Coordinated and arranged 25 or more case review sessions in person or by phone to arrange ex-offender, alcoholic counseling meetings, mental health services, and legal appointments. Accomplishments:

• Acquired permanent housing for 33% of client's managed.

• Increased 40% stable employment.

• Reduced 10% of client's behavior through lifeskills education. Victim Resource Advocate

- 2004 to 2005

Provided case management intake services for 100 domestic violence victims and residents

• Resolved all participant inquiries that required research or additional information by utilizing the appropriate resources and provided timely follow up as necessary.

• Worked closely with residential and outpatient community providers to provide quality of care for domestic violence /substance abuse services for abused women, children and men.

• Completed month end statistical analysis reports for Housing and Urban Development. Accomplishments:

• Successfully advocated immigration status for 2 families, trained 30 social welfare trainer's in yearly workshops to educate on Access to Care for women and children receiving food benefits, cash assistance and Medicaid.

• Supplied resources financial assistance, social services, vocational and educational services 70% of residents.

EDUCATION

Associates of Arts in Criminal Justice Administration Strayer University

2011

Certificate in Correction Officer Certification

St. Petersburg College

1994

ADDITIONAL INFORMATION

• Computer Skills

Microsoft: Word, Excel, Access, PowerPoint, Outlook. Oracle, VMware, Careradius, Incontact, and SQMS.

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