Management Customer Service

DAAIYAH “DEE” AKRAM, MBA

**** ******* ***** • Fontana, California 92336 • 909-***-**** • ********@*****.***

HEALTHCARE MANAGEMENT PROFESSIONAL

Cutting edge visionary, with eighteen years of healthcare-industry experience: MBA graduate, currently pursuing Doctoral degree in Public Policy and Administration. An accomplished healthcare professional with extensive experience in, leading people, team building, and developing performance and quality improvement strategies. Effective in transforming strategic plans into workable solutions, while benchmarking performance against key operational targets and goals.

Health Plan Operations, Hospital Administration, Managed Care; Performance Improvement; and Risk Management: Demonstrated ability to fuse combinations of referenced healthcare experience to ensure effective health plan operations, increased quality and performance improvement, risk management, strategic planning and human resource management.

Respected professional, skillful in implementing / monitoring performance improvement initiatives: Successful in providing visionary leadership that draws upon knowledge of multifaceted aspects of the healthcare business with a company’s core values. Ability to reduce inpatient hospitalization bed days and increase preventive healthcare services and patient satisfaction via pay-for-performance programs.

AREAS OF EXPERTISE

• Board Leadership and Supervision

• Managed Care Operations

• Strategic Planning / Corporate Vision

• Quality and Performance Improvement

• Policy Development and Implementation

• Organizational Development Initiatives

• Decision-Making and Problem Solving

• Lean Six Sigma Processes / SWOT Analysis

• Provider Networking Services

• Pay-for-Performance Initiatives

• Staff Development and Training

• Risk Management Processes

CAREER PROGRESSION

LITTLE PEOPLE CHILD CARE – Gardena, California

Operations Administrator 08/2010 - Present

• Implement staff communication and training programs for continuous positive customer service

• Develop activity initiatives to meet physical, emotional, intellectual and social needs of the children

• Responsible for the implementation and ongoing maintenance of all office policies and procedures

• Develop monthly and yearly statistics about number of participants, costs of equipment, supplies and maintenance

ARCADIAN MANAGEMENT SERVICES - San Dimas, California

Quality Improvement Coordinator 02/2010 – 07/2010

• Increased financial incentives by 50% for contracted IPAs via aligning initiatives with P4P benchmarks

• Provided leadership in re-organizing the Pay-for-performance program for contracted IPAs to establish goals and objectives towards continuous improvement

• Collected and analyzed the project’s business requirements and transferred the same knowledge to development teams, and provided recommendations to clients based on necessity

• Evaluated information gathered through workshops and surveys, business process description and task analysis, and effectively communicated with internal teams and external clients to deliver functional requirements

• Established and managed change requests to baseline requirements through effective application of change control processes and tools

NORTH AMERICAN MEDICAL MANAGEMENT, - Ontario, California

Quality Improvement P4P Project Coordinator 06/2008 – 02/2010

• Developed QI initiatives for product placement strategies for quality improvement programs

• Performed data abstraction to analyze and generate reports that captured individual IPA performance

• Prepared accurate / detailed requirement specifications documents, user interface guides, and functional specification documents

KAISER PERMANENTE – Fontana, California

Administrative Specialist 05/2004 – 05/2006

• Abstracted chart information based on JCAHO requirements to investigate patient claims via Root Cause Analysis and Focus Review processes and incorporated risk management strategies to avoid reoccurrences

• Compiled data collection and analyzed its validation, reliability, objectivity, implications, and impact

• Managed employee health and safety education and training programs regarding universal precautions, bloodborne pathogens, violence in the workplace, harassment, discrimination, disposal of hazardous waste, fire and earthquake safety, proper lifting technique, OSHA compliance, etc.

HELLMUTH, OBATA + KASSABAUM – Culver City, California

Project Administrator 06/2002 – 01/2004

• Conducted extensive product pricing research that resulted in substantial cost savings for the project

• Utilized Expedition application to fulfill Request for Information requirements for architects

• Composed correspondence outlining policies and procedures to staff and various contractors

UHP HEALTHCARE – Inglewood, California

Senior Executive Secretary 05/1990 – 11/2001

• Reduced staff development training costs by 40% via bring production of educational materials in-house

• Developed corporate-wide training curriculum / resources and monitored staff participation and competency

• Performed risk management duties, including prevention, action planning, event reporting, investigation, program administration and legal interface via education / in-services

• Analyzed injury claims to measure frequency, severity and variation to decrease probability of loss

• Collaborated with community colleges / universities to identify and evaluate strategies to promote classes that ensured workforce development

• Supervised / trained clerical staff and effectively generated performance evaluations

EDUCATION & TRAINING

Walden University, Minneapolis, MN Expected, August 2012

PhD in Public Policy Administration, with a specialization in Management and Leadership

American InterContinental University, Hoffman Estates, IL Graduated, June 2007

Masters of Business Administration in Healthcare Management (Graduated Summa Cum Laude)

American InterContinental University, Hoffman Estates, IL Graduated, June 2006

Bachelors of Arts in Business Administration (Graduated Summa Cum Laude)

Participated in extensive continuing professional development, including:

Train-the-Trainer, How to Manage People, Conceptual and Strategic Planning, JCAHO Standard Regulations, Medication Reconciliation, Organizational Development techniques, Research and Development

COMPUTERS

Proficient in Windows NT/2007/2003, Microsoft Word, Excel, PowerPoint, Visio, Publisher, Outlook, SPC Excel, SPSS Operation, IDM Operations, Managedcare.com, and FTP Operations

PROFESSIONAL LEADERSHIP HIGHLIGHTS

Help Public Service Foundation, Inc. 03/2008 – Present

A board appointed position designed to provide visionary guidance and management for the development and implementation of youth programs. As Executive Vice President / Director of Program Development, effectively supervise processes that set standards of professional practice and maintain the Code of Professional Conduct in accordance with board standards. Currently maintain responsibility for creating / managing marketing initiatives that boost revenue potential by 50%.

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