Administration/Customer Service

LAMAR DARDEN

Lancaster, PA ***** 717-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Experienced supervisor with expertise in healthcare operations, program management, and regulatory compliance. Proven track record in managing complex projects, leading quality assurance initiatives, and providing exceptional customer service across government and healthcare sectors.

PROFESSIONAL EXPERIENCE

HUMAN SERVICES PROGRAM SPECIALIST

Department of Human Services – Bureau of Managed Care Operations May 2025-September 2025

Led quality assurance initiatives for HealthChoices Program, overseeing Managed Care Organizations compliance

Facilitated Medical Director meetings and documented key outcomes for strategic decision-making

Monitored data submissions for value-based care programs including Provider Pay-for-Performance (P4P) and Centers of Excellence along with quarterly Dental Quality reviews

Created & implemented data tracking tools and reports to analyze trends and recommend program improvements

Served as liaison for internal/external stakeholders in CMS-aligned quality initiatives

Managed productivity without direct supervision; handled digital documentation & reporting

INCOME MAINTENANCE CASEWORKER

Department of Human Services – Customer Service Center October 2019 – May 2025

Determined eligibility for federal/state benefits (SNAP, Medical Assistance, Cash Assistance)

Managed daily caseloads and processed eligibility changes via eCIS database

Conducted client interviews and third-party outreach to gather eligibility information

Handled 40-60 daily calls as licensed Genesys Agent

Developed forms to streamline supervisor processes and improve workflow efficiency

Worked in fully remote environment; communicated via Zoom/Teams

OFFICE COORDINATOR

Lancaster General Hospital July 2016 – October 2019

Scheduled patient appointments and managed various work queues via Epic (EMR) system

Verified patient insurance eligibility, reviewed charges and CPT/ICD-10 codes for accurate billing

Provided administrative support to clinical staff and department management

Implemented Excel tracking spreadsheets for patient metrics and financial analysis

Assisted with policy development, curriculum design, and staff interviews

CUSTOMER SERVICE SUPERVISOR/STORE ACCOUNTANT

Giant Food Stores October 2010 – July 2016, July 2018 – May 2019

Supervised customer service operations and processed financial transactions

Balanced daily cash/check sales, reconciliation of accounts payable, lottery transactions and miscellaneous non-cash transactions

Supervised employees, conducted annual employee reviews and delegated daily/weekly duties

Implemented productivity improvement initiatives

EDUCATION

Bachelor of Science in Business Administration May 2019

Millersville University Concentration: Marketing

Associate Degree in General Education May 2016

HACC – Lancaster Business Studies

CORE COMPETENCIES

Technical Expertise: Microsoft Office Suite Epic EMR eCIS Database DocuShare Advanced Data Analysis Report Generation & Visualization

Professional Competencies: Program Management Regulatory Compliance Healthcare Quality Improvement Stakeholder Engagement Customer Service Excellence Team Leadership & Development

Interpersonal Skills: Strategic Communication Cultural Sensitivity Complex Problem-Solving Organizational Adaptability Confidentiality Management

CERTIFICATIONS & ACHIEVEMENTS

FEMA Emergency Management Institute – Continuity of Operations (COOP) Awareness Course IS-00546.a

Lancaster Partnership Program – Scholarship Recipient

Black Student Union – Member, Millersville University

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