Description
Professional Summary: 2009 - 2017 Director, Office of Eligibility Certification & Outreach WMATA (Metro) Washington, DC * Member of the Department of Access Service's leadership team and recognized transit leader. * Co-authored the department's strategic business plan Recognized as the Agency benchmark plan. * Directed the Office of Eligibility Certification & Outreach for the Washington Metropolitan Area Transit Authority's (Metro) paratransit service. Developed and restructured Metro's assessment process that determines eligibility for ADA paratransit and Reduced Fare programs. * Orchestrated integration of the travel training team into the eligibility process, creating a "one stop" to meet the public transportation needs of the regions people with disabilities. * Team provided assessments to over 12,000 paratransit applications, 11,000 reduced fare applications travel trained 2400 people with disabilities annually on how to independently and safely use accessible fixed-route public transportation. * Cultivated a customer service culture led to consistent and numerous accolades from internal and external customers. * Astutely led and mentored a dynamic team of 15 members as well as 13 internal and external contractors' personnel. * Redesigned process and excellent team led directly to paratransit cost avoidance in excess of $10 million annually. * Astutely an accurately managed and capitalized on an operating $1.5m operating budget . * Process and team is considered an industry benchmark several agencies in US and Canada have mirrored operation. * Team's outstanding efforts led to being honored with the coveted American Public Transportation Association's Innovation Award for 2012. * Successfully managed internal and external contracts as Contract Officers Technical Representative. 2009 - 2009 Business Consultant/Program Manager Terra Health Inc. San Antonio, TX/Falls Church, VA * Assisted in the marketing and formulation of a business proposal to obtain new business in the TRICARE Management Activity for new Eastern Regional Office. * Took the lead in screening and recruitment of qualified and experienced candidates to meet government needs outlined in the proposal. * Partnered with regional Vice President on integration of THI into Eastern Regional Market, specifically in the TRICARE and military healthcare business area. 2004 - 2009 Senior Health Care Analyst/Technical Manager Axiom-RM/TMA Falls Church, VA * Supervised a multi-million dollar government contract with the TRICARE Management Activity. * Guided and directed professional team of 23 professionals with excellent leadership and management across the TRICARE Communications and Customer Service Branch. * Forged strong corporate partnership with government client ensuring client needs were met and often exceeded. * Researched, analyzed, and interpreted existing and new NDAA legislation, affecting the health care benefit of 9.4 million Uniformed Services beneficiaries. * Publicized legislative analysis on benefits to field counselors and beneficiaries throughout the military healthcare system, through off and on site training, course development, fact sheets and use of electronic mediums. * Key member of the development team for the Assistance Reporting Tool. A secure HIPAA and protected enterprise wide application used by field counselors to track and manage beneficiary case loads. * Provided expert case assistance and overflight to assist healthcare issues TRICARE beneficiaries with healthcare issues. * Partnered with other Team and Military Health team members in the management of the TRICARE Debt Collection Assistance Officer, (DCAO) program, to include queries, assistance with cases, and DCAO portal issues. * Expertly educated field counselors as an adjunct instructor for TRICARE Fundamentals and Master Courses.
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