Customer Service Administrative Assistant

Katie Grogan

404-***-****, kate**gro@comcast, linkedin.com/in/katie-grogan-b7234669

Professional Summary

Bringing [10] + years of experience in [Customer Service and Analyst] roles, as well as exceptional record-keeping and administrative abilities. Committed to listening intently, Interpersonal, problem-solving, time management skills, product, practice and regulatory requirements knowledgeable in the Medicaid and Medicare Industry. Proficient at listening to customers and staying current company changes related to different Medicaid and Medicare.

Skills

Office equipment proficiency

Adaptive team player and courteous demeanor

Cheerful and energetic

Project Management (Domestic)

Microsoft Office Suite

Executive Management support

Multi-tasker

File/records maintenance

Quick learner

CRM Systems

Laserfiche, SharePoint

Power BI

Personnel Training and development

Customer Service

Education

Master of Arts -5/ 2016

Ohio Christian University-Circleville, OH

Bachelor of Science – 5/2014

Point University- East Point, GA, USA

Work History

Business Support Analyst I- July 2024-Current

Georgia Department of Community Health- Atlanta, GA

Review and approve applications submitted to the Application and Waiver Unit, for Personal Care Homes license and submit to Surveyor team when.

Create Excel Spreadsheet as requested by manager, create team calendar, and updated Program checklist as requested by manager.

Collaborate with other units on projects when requested.

Participate with team in answering customer calls as scheduled.

Administrative Assistant II, Direct report to Peachcare for Kids Director in the Medical Assistant Plan department from 3/2023-6/30/2024.

Provided operational support as the Administrative Assistant II to the Peachcare for Kids unit, Executive Director of MAP and other leadership when needed on a temporary basis.

Updated amendments to the SPA (State Plan Amendment) for PCK per Director request, mailed outreach supplies for PCK team, created various calendar for unit per Director request, updated PCK unit Procedure Manual, maintained telework logs for team in One Drive folder, schedules meetings for PCK Director.

Improved customer satisfaction through collaboration with other MAP teams once weekly in DHS call center.

Compliance Specialist from 4/2019-2/2021 in DCH office of Inspector General.

Logged potential Member and Provider anonymous fraud cases in Laserfiche and SharePoint systems and answered anonymous calls and emails daily.

Created Excel data spreadsheets of member calls and fraud cases created for investigation for leadership.

Operation Analyst/Admin Assistant II from 12/2015-3/2019; Healthcare Representative from 6/2000-8/2010 in the Member Service Unit.

Processed member Medicaid forms in Medicaid systems such as EDS, ACO, and GAMMIS and Created new medical member files.

Selected for the testing team for GAMMIS system before system go-live date, creating test cases for Medicare errors, documenting issues and make log solutions to team leaders to resolve the issues.

Promoted to new CMO unit, to clean up duplicate members files, saving the State of Georgia 1.3 million in funds for duplicate member payments on provider roster.

Participated in RFP for Health Department to collaborate with the staff of how to improve the Babies Can’t Wait program.

SME Healthcare Representative, 8/2010-3/2015

Hewlett Packard, Tucker, GA 30084

Assistant to Manager in leading the team to success.

Supervised team when manager was away from the office or out on leave.

Assigned unit workflow task to employees and trained staff when needed.

Escalated high priority issues to the appropriate individual in upper management when manager was not in the office.

Shadowed and collaborated with other team in the company when needed.

Certification

Project Management and Essentials, Certification, 9/2024 -DCH Academy

Adobe Certification 9/2024- DCH Academy

Gateway Training, Certification, 2019- Deloitte-

Medicaid Learning Center, Medicaid Profession II, Certification, 2017-State Certification.

Changing Management Fundementals

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