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Lona Carter

San Antonio, TX

SKILLS SUMMARY

• Strategic Operations Planning & Implementation

• Full Scale Project Management Methodologies

• Data Analysis & Performance Monitoring

• Contract Development & Governance Strategies

• Service Level Agreement (SLA) Management

• ICF & HCS long-term Care Administration

• Expert Written & Verbal Communication Skills

• Budget Administration / Management

• Process Redesign & Change Management

• Report Development / Generation

• Quality Assurance & Regulatory Compliance

• Staff Development / Employee Relations

• Program Administration & Management

• Team Building, Leadership, and Mentoring

PROFESSIONAL EXPERIENCE

CITY OF SAN ANTONIO JULY 2018 – SEPTEMBER 2023

Management Analyst/Procurement Specialist II

• Initiate, monitor and perform compliance activities, in accordance with the City's contracting policies and procedures

• Utilize advanced data management to prepare units bi-weekly contract monitoring reports utilizing Excel pivot tables, slicers and created dashboards to show individual and group data.

• Provide unit operation support with excel skills and contract evaluation notes to capture key drivers on vendor evaluations

• Maintain open communication channels with contractors and inter-agency program administrators to review/report on contract performance issues and provide technical assistance as needed

• Participate in the strategic planning and long-term business development of contract operations

• Review and process contract changes in Primelink and SAP

• Performed project audits utilizing Excel pivot tables, text to columns vlookup for contract change order requests in Primelink to compare SAP contract/purchase order changes to correct funding amounts or reassign funding to another funding source as requested.

• SBEDA Contract Closeout to include Small Business Enterprise closeout report, facilitate subcontracting payment reporting, submitting post-waiver request with justifications to include noting any scope changes, subcontract issues, underutilization of funds, updating insurance requirements and posting all contract documents in Primelink, initiating any contract renewals in SAP contract and purchase order. Monitored contract from cradle to grave to include making any contract changes in SAP, reconciling contract changes/funding changes, etc. HEALTH AND HUMAN SERVICES COMMISSION AUGUST 2016 – SEPTEMBER 2017 Contract Manager IV

• Utilized advance data management and contract governance tools to monitor/report on 99 contracts

• Devised and implemented quarterly data visualization report for each contract section that identifies risks and performance trends for each contractor, thus ensuring effective utilization of state resources

• Credited for improving program operations and reducing team workload by training staff on how to use new contract template reports and create a standard monthly summary report of contract activities

• Established reporting standards for each area of responsibility, monitored funds and identified risks

• Created trending dashboard report that efficiently communicated status/risk elements to supervisors

• Implemented new technologies that automated contract processes and ensured adherence to company and legislative reporting requirements

• Maintained open communication channels with contractors and inter-agency program administrators to review/report on contract performance issues and provide technical assistance as needed

• Participated in the strategic planning and long-term business development of contract operations ALAMO LOCAL AUTHORITY MAY 2010 – AUGUST 2016

Waiver Manager/HCS Manager

• Established and implemented organizational best practices that drove quality assurance improvements across Department of Aging, private provider networks, families, and individual recipients

• Authored a quality assurance review tool used to evaluate individual and program QA performance Page 2 of 3

• Handpicked to take over the previously failing waiver program, making the program financially solvent by reengineering operations and retraining staff to provide high quality services for each client

• Achieved a 98% timeline performance compliance rating by creating database application that allowed all service coordinators to monitor actions of 3.5k cases and utilize automated custom correspondence templates to keep clients informed and updated on case status

• Interacted directly with clients and family members to resolve customer service issues

• Recognized as SME in developing and facilitating monthly, specialized training sessions for staff and PNAC committee; served as “go-to-person” regarding all program issues and regulatory requirements

• Co-authored a nested target performance cross reference chart that defined individual duties for each staffing level following “SIMPLE” methodology that led to achieving program performance goals THE CENTER FOR HEALTH CARE SERVICES 2006 – 2010

Operations Manager

• Planned, coordinated, and executed new innovative service programs and wellness initiatives to meet he needs of local communities

• Increased revenues from $6K to $350K per year by redesigning supportive employment services and providing strong workforce development training and compliance monitoring to ensure team success

• Streamlined and automated key functions that reduced billing errors and eliminated staff overtime

• Created innovative and interactive customer service driven model that provided tailored client services and social/interactive activities that increased program attendance among current clients by 20% and increased enrollment of new clients by 20%

PACIFICARE/UNITED HEALTH CARE SERVICES 2005 -2006

Project Manager III

• Orchestrated external audit on End of Benefit process with external contractors and provided training and plans of correction for those contractors out of compliance

• Audited program benefit claim denials for insurance compliance requirements

• Prepared records for external compliance audits

• Lead report consolidation project to develop a dashboard to track performance measures

• Performed impact analysis for business interruptions on the region

• Managed division operation merge from Arizona to Texas

• Co-managed the NCQA audit and recognized for identifying important case review that resulted in Excellent rankings for both Colorado and Texas

EAST COMMERCE AUSTIN STREET CLINIC 1996 - 2005

• Selected to simultaneously manage Adult Detention Center’s pre-trial jail diversion program and new generation medication project that exceeded all state target expectations

• Implemented quality assurance process that led to the clinic achieving regulatory compliance

• Reengineered operations and reorganized records and staff at Austin Street clinic to create a positive work environment and ensure delivery of high-quality services, while meeting all financial goals

• Supervise expansion of clinic operations, leading team to successful transition over 1K clients and clinical personnel into the East Commerce facility, including transferring all patient medical records

• Created and executed transition plan that ensured smooth, error free process and meeting all budget expectations, including realizing less than $500 in claim write-offs; plan was followed by other clinics

*ADDITIONAL 10 YEARS EXPERIENCE AS MENTAL HEALTH SPECIALIST SUPERVISOR UNIVERSITY HEALTH SYSTEM/BEXAR COUNTY ADULT CORRECTIONAL FACILITY.

EDUCATION

St. Mary’s University, San Antonio

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Master of Science in Public Administration

Bachelor of Arts in Criminal Justice

CERTIFICATIONS

Scrum Master, Yellow and Green Belt, 6 Hats Problem Solving, Project Management Fundamentals

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