MERCIA WILLIAMS

Auburn, Georgia, *****

828-***-**** adz94n@r.postjobfree.com

HR Operations Specialist

Communication Administration Relationship Building Recruitment Training Problem Solving Highly effective organizational leader with over 20 years experience in healthcare administration, support and educational training. Focused on assuring compliance with regulations and providing effective record maintenance and positive employee relations. Skilled in applying sound critical thinking and problem-solving with the ability to apply those skills to a wide range of HR issues. Strong analytic skills and ability to present data to identify trends and offer strategic advice. Proven track record of team management, organizational management, customer service and patient care. PROFESSIONAL EXPERIENCE

CYE Atlanta, GA July 2023- Present

Case Manager

● Maintaining and reporting on assigned caseload in treatment team meetings.

● Completing and submitting service notes within 48 hours of the date of service.

● Documenting all client related contacts

● Compliant with client coordinator who assigns caseloads

● Required to sign notes, paperwork, progress notes in order to be reimbursed for services provided.

● Answering all phone calls and responding to all emails regarding the consumers.

● Obtaining and adhering to appropriate release of information in accordance with HIPPA guidelines.

● Service notes submitted must reflect exceptional written and verbal communication skills.

● Complete monthly updates for the client by 25th of each month. This monthly update will consist of the consumer's current behavioral status summary, and the therapist plan. **Request documentation to complete monthly

● Complete a discharge summary when service are no longer being provided, this must be completed within 7 days of the last date of service.

● Provide Clinical Director with documentation upon request in regards to the consumers in a timely fashion.

● Willing fully accepts directions from the Clinical Director.

● Demonstrate efficient and professional skills with working with authority, accuracy, completeness, and follow through on work.

● Possesses the attitude of being resourceful, creative, and introduce new concepts to benefit their work ethic.

● During the audits contractor needs to be available to assist if needed.

● Responsible for bringing clients to their appropriate appointments

● Required to sign notes, Intake forms, etc.

● Regular reports, written and/or verbal to multiple referral agents which may include: probation, parole, judicial agents, attorneys, DFCS, DHR as well as other professional client agents

● Responsible for working with Human Resource dept. to ensure that all paperwork is signed and documented.

● Work with colleagues at various levels to solve problems, assisting on caseload, and accomplish specific task. MRW Wellness Sugar Hill, GA July 2022- Present

Medspa Manager

● Actively implements recruiting efforts conducting job postings, scheduling and phone interviews using an applicant tracking system

● Plans and conducts day-to-day operations including onboarding and offboarding

● Manages employee payroll and benefits, financial planning and budgeting

● Ensures cleanliness of spa facilities and working operation of all equipment Gwinnett County Public Schools Suwanee, GA (Per Diem) October 2018 - Present Substitute Teacher & Clinician

● Develops and delivers learning content in all subject areas to a portfolio of 150+ learners in 20 locations

● Ensures organization’s compliance with all regional, state, and federal laws, guidelines and protocols

● Creates and delivers high-impact presentations and content using LMS and various online platforms

● Incorporates various learning approaches with videos, instructions, and individualized coaching while monitoring current trends and changes in educational best practices for long-term content planning Joy Home Care Atlanta, GA (Per Diem) February 2014 - Present Certified Nursing Assistant

● Assists patients with activities of daily living such as bathing, grooming, toileting, eating and moving

● Ensures patients receive appropriate nutrition, meal preparation and mediation reminders

● Notes observations of patient behavior, including complaints and physical symptoms to nurses

● Documents patient actions by completing forms, reports, logs, and records

● Stays apprised of CNA training, policies and procedures UnitedHealth Group/Optum Auburn, GA June 2016 - November 2022 Substance Abuse Counselor

● Virtually counseled clients on health, addictions & tobacco cessation.

● Delivered intervention to State Quitline, commercial and health plan participants using evidence-based techniques based on social cognitive theory and counseling and facilitation strategies including cognitive behavioral therapy and behavioral health awareness and counseling

● Exceeded annual service oriented goals by 80%

● Delivered motivational interviewing, modeling, reinforcement and principles of self-efficacy to achieve effective behavior

● Delivered education and decision assistance to support the selection of quit medications.

● Furnished community referrals when appropriate; referred clients to health care provider when appropriate

● Provided mental health counseling and mindfulness support to adult, youth and other priority populations

● Documented interventions and outcomes of counseling services American InterContinental University (remote) Schaumburg, IL April 2014 - June 2016 Academic Mentor

● Facilitated live webinars for incoming students and alumni

● Supported graduate students to develop collaborative problem solving skills providing encouragement and feedback to learners on all aspect of their work

● Delivered career and professional development

● Fostered an online community conducive to the spirit of learning and continuous improvement in a positive, learner-focused environment

All Care Services Conyers, GA March 2011- July 2014 Healthcare Administrator

● Hired, trained, supervised and managed performance and discipline of all administrative and direct care employees and contract staff using Workforce Management Software

● Requested, tracked, and recorded all required proof of training and certifications for employees and contract staff

● Maintained processes and procedures to ensure that the selection, documentation, screening and verification of credentials for all contractors referred by the agency to meet state requirements

● Managed the Home Health Agency program

● Coordinated patient care services and directed scheduling procedures

● Managed client records accessibility to ensure employees and contract staff maintained necessary access

● Notified families of needs or problems and ensured timely and appropriate response to customer/family concerns

● Maintained accurate records for emergencies on file regarding health conditions

● Completed incident reports and ensured proper safety process compliance UnitedHealth Group Kennesaw, GA October 2011- April 2016 Team Manager

● Directed all day-to-day operations of the call center, including running daily team sales meetings, training new employees, and generating end-of-day and quarterly revenue reports for administrative review

● Updated employee training manuals and employee handbooks, and conducted new-hire orientation and ongoing training

● Managed and maintained relationships among United Healthcare, BENEFEDS, and FEDVIP projects and clients; maintained working relationships among the organizations

● Initiated employee incentive programs to improve performance

● Assisted agents with customer service issues and problem resolution

● Provided members with prescription drug plan and medical plan information, prescription drug formulary lookup, ID card replacement, HUD statements, payments and refunds, client issues, and satisfaction surveys

● Analyzed and evaluated medical, dental, and vision insurance plans; reported results to top-level executives National Funding Source Lithonia, GA November 2008- September 2011 Associate Administrator

● Facilitated high-impact training for brokers and salespersons, including marketing, social media, and new customer service agents

● Performed administrative duties, including the development and use of a client database with support capabilities

● Resolved issues with vendors and builders

● Organized routine seminars and sales events, planned meetings, scheduled appointments, and set up for seminars

● Updated information on Multiple Listing Services platform

● Supported Real Estate team and prepared Real Estate forms Brayson Homes Lawrenceville, GA January 2007- September 2008 Realtor/Home Advisor

● Facilitated all aspects of showings and sales of new homes, including managing appointments with prospective clients, generating lists of properties to meet buyers’ requests, and accompanying and advising buyers during visits and inspections

● Assisted with closings, including negotiating price and purchase; executing contracts for the purchase of homes; researching competitive market prices; arranging for title searches; and coordinating with lenders, attorneys, appraisers, home inspectors, and escrow companies

Ameriquest Mortgage Stamford, CT July 2003 - April 2006 Senior Mortgage Specialist

● Increased company sales by 75% and met loan production volume and all other goals as assigned

● Initiated mortgage loan applications using various loan origination systems, sales tools and assisted clients in choosing the right loan for their personal financial situation

● Adhered to company policy and procedure, completed annual compliance training, complied with business continuity and vendor management policy

● Presented mortgage terms to clients, consolidated closings, and expedited loans

● Trained employees on customer service and office policies

● Initiated consumer loan applications using various loan origination systems and assisted clients in choosing the right loan for their personal financial situation

● Monitored all mortgage loan leads and updated the status within established timelines to ensure all service guarantees were met

● Coordinated the mortgage application process between the client and appropriate parties including loan processing team to ensure an unbeatable service experience

● Communicated status to all parties during the mortgage process, guided the mortgage to a smooth closing, asked for referrals and prospects for new customers and business referrals

● Partnered with management to develop annual business strategy to achieve annual loan production goals and independently implement plans

● Initiated proactive calling program to internal and external targeted prospects and proactively managed assigned courtesy call program

● Developed and implemented a realtor development strategy to determine the appropriate open houses to attend

● Developed and maintained strong referral relationships with realtors, financial planners, insurance agents and clients

● Facilitated seminars and home-buying workshops to acquire mortgage business

● Maintained sales logs, records and reports and followed-up on sales activities

● Managed loan queues, including timely and proactive follow-up on approved loans, meeting targeted loan closing ratios and other product cross-sell ratios, kept loan conversations logs and closing loan files updated with appropriate explanations for loan outcomes

● Collaborated with all team members to reach the company's goals and maintain branch profitability. RELEVANT EDUCATION & CERTIFICATION

● Healthcare Administration, Doctorate (DHA) – Capella University, Minneapolis, MN

● Business Administration, B.B.A., M.B.A. – American InterContinental University, Schaumburg, IL. Minor: Healthcare Administration

● Certified Nursing Assistant License- Georgia Nursing Registry, Atlanta, GA 2012

● CPR and AED Certified 2012

TECHNICAL SKILLS

Workforce Management Oracle Microsoft Office Suite SharePoint Calyx IEX Citrix HIPAA Laws ICS, HCPCS, CPT

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