Dawn Surface Email & Phone Number

Colorado Springs, Colorado Area

• Direct outreach initiatives for Health First Colorado (Colorado’s Medicaid Program) members, significantly boosting their understanding of their healthcare benefits. Develop information sheets, marketing materials, and presentations utilizing plain language to ensure understanding. Initiatives align with health plan objectives and key performance indicators.• Efficiently process member grievances or their representatives' complaints, resolving issues within five to seven business days, and striving for member satisfaction. Author quarterly Grievance and Appeal reports for Health Colorado and Northeast Health Partners for submittal to the Colorado Department of Healthcare Policy & Financing, consistently achieving acceptance on first submission.• Facilitate Member Experience Advisory Council (MEAC) meetings for Health Colorado and Northeast Health Partners, providing a safe and judgement free space for members to voice their healthcare experiences and contribute to service improvements.• Actively engage in community events and foster collaborations with stakeholders to heighten awareness of Health Colorado and Northeast Health Partners. • Provide training to members, providers, and care coordinators on member benefits, rights, responsibilities, and complaint processes.• Strategically plan, market, and coordinate Peer Specialist Trainings for Carelon, Health Colorado, and Northeast Health Partners.• Contributor to annual state audits by providing comprehensive supporting evidence of compliance with contract requirements.• Certified Life Care Planning Facilitator, spearheading quarterly Advanced Directive Workshops for members, families, providers, and staff.

Salida, Colorado

• Successfully accomplished program objectives through individual case management, facilitating orientations, workshops, and classes focused on effective job search strategies for individuals receiving food assistance and those facing challenges, including homelessness and mental or physical disabilities.• Positively collaborated with Department of Vocation Rehabilitation counselor and Colorado Works specialist to meet the needs of shared clientele coordinating all available resources effectively and efficiently.• Conducted individual meetings with clients to assess their personal situations, identifying the need for supportive services and facilitated referrals to relevant state and/or county programs.• Developed individualized vocational and activity plans, guaranteeing alignment with program objectives and compliance requirements.• Established and maintained strong relationships with local employers and non-profit organizations, successfully matching clients with suitable volunteer opportunities.

Colorado Springs, Colorado Area

• Successfully led the Medical Insurance Billing and Coding Team, achieving a 30% increase in placement rates within six months, elevating the program from Show Cause to Compliance (from 18% to 47%) and exceeding expectations.• Directed daily activities for a team of twelve, ensuring compliance with federal program requirements for interviews and graduate job placement. Met strict weekly metrics by achieving daily goals while managing a caseload of over 200 clients.• Conducted annual performance reviews with team members, fostering open and honest communication while promoting opportunities for professional growth and success.

Colorado Springs, Colorado Area

• Proactively supported over 75 students and graduates in their job search, employing diverse coaching techniques and offering continuous encouragement throughout the process. Assisted clients in overcoming individual barriers to employment, facilitating their success in securing jobs.• Conducted individual career advising sessions for students, graduates, and alumni, focusing on career development, job-seeking skills, and industry trends to enhance their readiness for gainful employment.• Actively developed and maintained partnerships with employers to create potential employment opportunities for students.

Colorado Springs, Colorado, United States

• Successfully facilitated individual and group career advising sessions for undergraduates, graduate students, and alumni, assisting graduates in securing employment related to their education within 26 weeks of graduation through bi-weekly contact, resume assistance, and conducting mock interviews. • Developed and maintained long-term working relationships with businesses, responding to job opening requests by actively sending resumes to employers on behalf of students and graduates.• Advised students on career development, job-seeking skills, and industry trends, effectively preparing them for gainful employment upon graduation.

Reviewed and screened resumes for project based and time/material positions. Completed all data entry.Interviewed candidates for various positions using behavior based interviewing techniques. Evaluated all candidates in accordance following all state and federal guidelines.Identified most qualified candidates. Completed in-depth reference checks and developed interview/reference profile for use in candidate presentation. Maintain open communication with clients to make certain appropriate candidate is presented.Generated approximately $440,000 in dollars billed in a 6 month period. 55% placement rate.

Maintain client relationships to ensure performance, quality, and increased growth.Manage budget to maintain a Gross Profit of 20-23%, revenue of approximately $250K/month.Interface with client to resolve training, billing, invoice discrepancies, and personnel issues.Provide staff with leadership and direction through transitions and daily operations.Responsible for disciplinary actions of supervisors and employees.Direct staff meetings and requirements of team.

Managed the day-to-day operation of 25 employees in a high call volume help desk environment.Coached employees on customer service practices and timeliness and attendance.Performed Quality Monitoring to evaluate quality and training needs.Provided monthly reports of activities, performance and quality measurements for various desks. Measurements included Hold Time, Call Completion, Call Length, Customer Satisfaction, Call Volumes, and Schedule Adherence.Ensured employees performed to specific productivity targets, and maintain account specific measurements per

Recruit for project based and time/material positions in Information Technology Industry.Generated over $600K revenue in a five month period through additional staff augmentation and continued employee maintenance.Conduct interviews; determine qualifications and present candidates.Maintain open communication with clients to make certain appropriate candidate is presented.Extend offers, close candidates and assist in orientation.Follow up on employee issues and questions.Personnel Support Specialist (HR Generalist)Performed Human Resource Generalist responsibilities for branch office.Maintained employee retention programs for 250+ employees with a budget of $10K per year.Decreased turnover rate to single digits.Acted as employee liaison with corporate office regarding benefit and payroll issues.Became subject matter expert on benefit administration and resolution of issues.Worked with managers to assist in personnel issues and provided guidance.Developed and instructed training and orientation programs.Completed necessary investigations when allegations were made against an employee. Primary contact for legal counsel for actions brought against branch.

Developed and instructed a week long workshop to assist TANF recipients in entering workforce.Completed Career Development Facilitator Training (CDF).Administered TABE tests, personality inventories and stress assessments.Contacted community organizations for assistance in individual transitions.Maintained relationships with employers and community centers as additional resources for clients.Provided personal guidance and counseling to clients with personal issues.

Managed caseload averaging 80+ TANF recipients, including counseling and tracking work activities and progress.Determined clients' barriers and developed long- and short-term goals to assist them in reaching self-sufficiency.Worked with community organizations to secure all possible resource opportunities for clients. Conducted and interpreted educational and vocational measurement tests.Provided clients with community resource referrals and supportive services.Maintained and audited files, records, and data according to federal, state, and local guidelines.

Master'S Degree, Human Relations

Received Master of Human Relations degree

Bachelor Of Applied Science - Basc, Psychology

Bachelor Of Science, Psychology

Received Bachelor of Science in Psychology