Investigate allegations of abuse and neglect, interview adults m/children/family members, perform risk and safety assessments, develop safety plans, provide information about referrals to community resources for at risk families, and make appropriate referrals to contracted family preservation and foster care providers. Continuous case load, working with families from different cultures and backgrounds.

•Successfully monitored the daily activities of a large call center (600+) •Analyzed the actual performance of up to 30 Representatives on a daily basis to meet contractual obligations on adherence, average handle time, quality measurements, productivity and service levels.•Handled all facets of recruiting, interviewing, and hiring of applicants for Leads, Customer Service Representatives and administrators.•Maintained up to date knowledge of product and service changes. •Investigated and resolved customer inquiries and complaints in empathetic manner. •Develop work schedules and assign duties to direct report personnel to ensure efficiency.•Coached for performance improvement with emphasis on gaining root cause of behavior. Providing development, motivation, and encouragement for team members to succeed in position.•Provide support and identify training needs and development opportunities.•Build strong inter-departmental relationships with various departments including, Human Resources and Workforce Management to streamline work processes.•Manage Time keeping/Payroll: update missing punches, verify all lunches documented, verify no unwarranted overnight punches, submit time sheets for each pay period for multiple departments (600+)•Completed Quality Monitors•Adhere to Title 13 requirements for maintaining privacy and confidentiality on all Census data.

• Initiate/engage/manage/sustain community partner relationships in Memphis/Shelby County and Tipton County • Lead a team of Enrollment Counselors in executing outreach and education campaigns • Conduct monthly all-staff and partner check-ins to manage performance against targets and make course corrections • Coordinate monthly reporting to CMS and communications and marketing needs • Provide courteous, professional and confidential assistance to children and parent/s that are currently underserved and uninsured • Provide benefits screening and application assistance for enrollment in Medicaid and Tennessee Children’s HealthInsurance Program using the appropriate tools to streamline client enrollment processes • Provide benefits screening and application assistance for a wide range of additional benefits to further stabilize these households using Seedco’s Earn Benefits Online® (EBO) benefits screening tool • Handle sensitive and personal information with an understanding and respect for client confidentiality • Ensure that follow-up is completed to capture client referrals and outcomes • Attend local community events, health fairs, and other assigned venues to reach the targeted population • Participate in training sessions required by Seedco, GCS,SCHD, as directed • Make appropriate referrals to local Health Departments, Departments of Social Services and other entities for needed services • Effectively and consistently provide accurate and timely documentation of daily activities and results • Maintain accountability, reliability and dependability when performing all assigned job duties • Achieve performance targets, working closely with the Director to identify and overcome challenges • Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to all policies and agreements regarding confidentiality, privacy, and security.

• Accountable for day-to-day operations of a team of 6 leads and 43 associates in Pharmacy Operations • Promote a working team environment to ensure best practices are shared. Develop employee skills, evaluates performance and provides feedback • Plan and direct work-flow and project assignments • Oversee call volume to ensure service standards are met • Conducts hiring and training, • Responsible for team's adherence to corporate attendance and employment policies • Administers resolution of employee relations issues and performance standards, productivity and service standards • Assist in development of programs and process improvements to enhance the level of internal and external customer service provided •Manage Time keeping/Payroll: update missing punches, verify all lunches documented, submit time sheets for each pay period •Completed Quality Monitors daily