Customer Service Program Manager/ Contract Specialist

Twana Bethea C: 202-***-****/ H: 301-***-****; Citizenship: US

*** ********* *****, ******* *******, MD 20743 ***********@*****.***

EXECUTIVE SUMMARY:

Leadership Skills: Served as the Facility Administrator of 3 DaVita Inc. clinics and as the Regional Coordinator over 26 administrative assistants as well as program manager over several special projects. Provided direct oversight of 26 multi-faceted clinic acquisitions utilizing business acumen to provide contracting and business solutions, ensuring the development of streamlined contracting processes and procedures for the clinics. Develop and enhanced leadership skills in others through coaching, teamwork, and mentoring.

Customer Service Skills: Skilled and experienced Executive Administrator with over 20+ years of providing outstanding customer service. Ensures throughout the acquisition process that the clinics/patients/nephrologists are always supported, and the services provided will help support the mission of the clinic/customer.

Communication Skills: Provided excellent oral/written communications through collaboration, utilizing SharePoint, face to face discussions and meetings, as well as via telephone, web conferences and emails with executive management concerning the status of major acquisitions, employment, training, division operations and disciplinary issues, with strong attention to details.

Professionalism: Ability to handle sensitive material with integrity, professionalism and confidentiality.

Project Management: Managed ad hoc projects and new initiatives, requiring collaborations with all departments.

Proactive approach: Necessary skills to react with appropriate urgency to situations that require quick turnaround, and to proactively solve complex problems.

Time/Calendar Management: Seasoned at prioritizing tasks to meet project objectives and deadlines in a fast-paced environment, including managing the daily schedule of busy executives to ensure timely meetings and events.

Reliability: Forward thinker with excellent follow-through skills.

Team Player: Regularly volunteers for extra projects and assists staff with a “roll your sleeves up” attitude to support any operational needs.

Computer Skills: Proficient in Microsoft Office (e.g., Word, Excel, Outlook, and PowerPoint), Salesforce, G-Suite, SharePoint, PeopleNet, Filemaker Pro and Adobe programs

HIGHLIGHTS:

Outstanding leader, trainer and team builder with extensive operational and administrative experience, as well as management, analytical and technical acumen.

Outstanding manager with impeccable personal and professional integrity.

Expert ability to provide technical direction and guidance to assigned team members.

Expert ability to mentor employees.

Demonstrated ability to prioritize workloads and meet goals and deadlines.

Committed to fostering a cohesive, productive, and special workplace environment.

Articulate communicator with strong interpersonal skills; foster and fortifying strong relations with key clients.

PROFESSIONAL ACCOMPLISHMENTS:

Regional Coordinator:

Executed over 20 training/internship procurement actions valued at over $20M.

Managed regional purchase card program valued at $1million dollar and served as Program Manager.

Successfully provide oversight for the purchase of new denovo equipment and vendor contracts.

Reduced the number of staff/patients/nephrologists reported grievances by 50% for 2 regions.

Provided direct input and revisions into Acquisition Management Training budget which resulted in a slight increase in training funds and hours to revamp program.

Requested and received approval to use administrative assistant team to uniform clinics filing system, keeping overtime cost to a minimum.

Corrected deficiencies within the purchase card program to improve quality of service to clinics and promote accurate information sharing between Regional Vice President/ Regional Operation Director and corporate purchase card coordinator.

Provided training to Facility Administrators on how to prepare acquisitions documents such as acquisition plan, market research, and product specifications.

Received building bridges award for improvement in training dollars and vendor contracts.

Facility Administrator:

•Received a monetary award for fastest growing denovo clinic in division and region.

•Increased census by 75% and 100% retention in the first year of clinic opening.

•Headed and motivated staff in activities pertaining to implementing policy and procedures for improved company performance.

•Championed CMS survey with zero discrepancies and ended year below national CVC percentage.

•Supervised monthly financial results, variance reporting and action plan to achieve established budget objectives.

WORK HISTORY/EXPERIENCES:

PER DIEM SUBSTITUTE TEACHER 8/2019 to Present

Prince George’s County School System, Upper Marlboro, MD

Provide classroom instructions for K-8 via “on call assignment”.

Ensure the safety and well-being of students.

Consistently support and act in accordance with the school’s mission and values.

Manage the classroom environment in a developmentally appropriate manner.

Deliver the curriculum and execute the lesson plan as directed by the teacher.

Administer test to students.

Communicate any concerns regarding events and/or behavior that occurred during the day.

Uphold professional standards of personal presentation, punctuality, professional courtesy, and discretion; and

Perform other duties as assigned by the Principal, Assistant Principal or school administrator.

ADJUNCT PROFESSOR 2/2019-5/2019

Montgomery Community College, Rockville, MD

Taught students in Dialysis Theory.

Educated on art of sermon delivery and systemic, fact-based presentation delivery.

Evaluated student performance and maintain performance records in file to include grading of skills performances.

Coordinated student clinical experience at the affiliate site and be present during the clinical rotation.

Entered student’s information and test scores into database and tracked progress online.

Built and nurtured strong working relationship with students and coached/mentored them on professional and academic goals, including the adoption of good study habits, work ethic for long-term success.

Communicated with Director regarding supply needs for the course.

Worked directly with the Director, or Dean to analyze training needs.

FACILITY ADMINISTRATOR 7/2016-4/2019 DaVita Inc., Lanham MD

Led 40 staff members per clinic in daily operations of clinic, ensuring optimal clinical outcomes, customer satisfaction, and compliance with all applicable regulations, policies, and standards.

Managed patient care, outcomes, and scheduling for an average of 92 patients.

Established and communicated clear guidance and performance expectations for staff work performance and develop performance standards.

Administered financial operations, delivering monthly reconciliations and variance reporting, and monitoring all key performance indicators.

Built and nurtured strong working relationship with internal and external stockholders, including nephrologist, team members, patients, care partners, and government authorities.

Maintained staffing scheduling for multiple clinics;

Monitored third party and in-house maintenance of office equipment and facilities along with financial budgets for office and clinical supplies.

Analyzed company policies and procedures to ensure compliance with state and federal regulations for patient care and services (HIPPA, CMS, and OSHA).

Participated in DC emergency management drills.

Facilitated new hire training program and HR needs

REGIONAL COORDINATOR 10/2006-7/2016

DaVita Inc., Lanham MD

Delivered visionary leadership support to 26 Administrative Assistants/ 2 Directors and aided clinical team with reports, data tracking, data analysis, and internal audits.

Supported VP and executives on routine office operations, coordinated business travel arrangements, maintained schedules and appointments, and handled correspondences.

Comprehensive human resources experience including staff recruitment and placement, training analysis and design, employee relations management and policy and procedure implementation.

Provided oversight, guidance and determined the best procurement approach all procurements for divisional and regional facilities.

Reconciled and audit clinic general ledger for region and expense report against corporate card purchases or 52 active purchase card holders with an estimated dollar value of $1 million.

Processed payroll for the region.

Liaised with three operational directors and company staff to facilitate in data submission and operations of clinics, streamlining end-to-end administrative operations.

Coordinated credentialing of divisional nephrologist and monitored initial and renewal applications for Professional Staff appointments and clinical privileges.

Managed uniform file system for each clinic and ensured compliance with all federal and state regulations.

Provided advice, counsel and instructions to Facility Administrators on administrative staff concerning work performance, new hire, and administrative issues.

Administered and maintained schedules for employee lunches, birthdays, scheduled PTO (paid time off), conferences, meetings, and travel arrangements; and

Participated as a member of the monthly and annual conference team.

Handled a wide array of daily administrative tasks, multi-tasks a high number of requests as the regular course of business (e.g., emailing, maintaining office, filing, faxing, etc.)

Managed onsite logistics for meetings and events

EXECUTIVE ASSISTANT 10/2000 to 2/2001

NetSmith Services, Silver Spring, MD

Ensured that the invoices for 200+ member clients were generated at the start of the month, and mailing it to them for payment

Managed all paperwork, including meeting records, agreement documents, and financial reports as required

Communicating with internal department as well as sales team for queries related to billing before generating the monthly invoices

Recorded transactions, preparing statements, and making deposits

Performed reconciliation of payment accounts, and other sub-ledgers related to the accounts receivable department to draft accurate quarterly reports utilizing Quicken Books

Collected payments from clients, customers, and third party in form of checks, cash, card transactions, and net banking

Reviewed accounts receivable ledger to pinpoint discrepancies in entries, and taking appropriate measures to correct them

Assisted with facilities and other logistical details for association meetings

Managed database, dues spreadsheets, and web sites of clients

Produced newsletters and respond to phone and email inquiries

Ensured that office equipment is working properly, and office supplies are sufficient

EDUCATION:

•Master of Business Administration, Concentration: Health Services Administration, Strayer University, Washington, DC, 2014

•Bachelor of Science, Major: Business Administration, University of Phoenix, Phoenix, AZ, 2011.

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