De'Andre Smith Email & Phone Number

Topeka, Kansas Area

Providing critical support in analyzing program objectives, records and data while delivering guidance to identify weaknesses in internal management controls; providing vision, advice and strategic leadership in training, program management complexities, procedures and/or processes.Strategies include: Liaising with the Director and Deputy Directors on concept design, planning, development, and deployment of new workforce management programs and projects. Developing and implementing data collection systems and other strategies that optimize statistical efficiency and data quality. Performing data collection and analysis to determine effective use of program policies and procedures. Conducting a broad scope of comprehensive data searches and consistent reporting on related research activities. Notable Contributions: o Successfully determined program data quality standards for organization and ensured adherence of processes data to set standards.o Critically examined directives and reports to identify and eliminate irregularities, overlap and duplication.o Delivered real time staffing analysis in maintaining service levels for Contact Management staff.o Ensured readiness and alert leadership by preparing accurate statistical reports, graphs, and charts on program activities.

Topeka, Kansas Area

Utilized company-wide, strategic and operational program management plan, orchestrated short- and long-term strategies and executable action plans, as well as forecasted the risks and overall financial impact involved; and assured adherence to MCCF procedures, practices, regulations and policies of the MCCF program.Strategies included: Spearheaded day-to-day program operational activities of the Contact Representative department, including all aspects of Contact Management within the HRC such as First Party billing, Health Benefits Inquiries and Pharmacy inquiries. Critically analyzed third-party reimbursements and implemented procedural programs to improve operations. Performed data analysis on records / data gathered from a number of sources concerning contact representatives activity’s on the system.Notable Contributions: o Wholly accountable for providing oversight to 18 Contact Representatives handling thousands of veteran contracts annually.o Oversaw and led overall effective management and coordination of the readiness, day-to-day operations of a disaster call center.o Analyzed and monitored staff performance and implemented strategic program initiatives geared towards enhancing staff productivity and workflow efficiency.

Topeka, Kansas Area

Research veterans’ medical records, to find out why medications were prescribed and disabilities the veteran has acquired, communicating with veterans and their family members in a courteous, tactful, and helpful manner, providing feedback directly to the veteran, about case decisions when necessary based on the contact representative’s difficulty in relaying a complete understanding to the veteran, handling escalated pharmacy calls, in a courteous professional manner resulting in acknowledgement by the veteran of the final decision.Provides documentation of the case record being accurate and complete, adding additional relevant information provided by the veteran, to be used in revisiting the decision in the veteran’s case, to educate the veteran about the reason for the decision in terms of documentation or the need for opening a claim for possible adjudication when necessary.Participates in training and learning activities, assist contact representative’s in improving pharmacy case setup by developing and presenting education in a classroom, over the pharmacy hot line, and in a one on one environment. Performs special projects related to call center operation as assigned. Timekeeping; keeping track of employee’s hours, vacation, and sick leave.