Tracy Byrd Email and Phone Number

- Provide planning and capture activities a minimum 18 months prior to RFP release.- Support immediate procurement needs where opportunities align with the goals and objectives of the segment.

- MITA SME on a MITA State Self-Assessment Project - Consultant on a Medicaid Enterprise System (MES) Procurement Project

- Management of and consulting with fiscal agent operations that include provider enrollment, provider call center, provider publications, provider field services, and provider training. - Experience working with the following Medicaid/MMIS accounts: Alaska, California, Colorado, the District of Columbia, Florida, Georgia, Mississippi, Montana, Nevada, New Hampshire, New York, New Mexico, North Dakota, South Dakota, Texas, Washington, and Wyoming.

- An internal consulting position assisting Western Region contracts, including Montana Medicaid, Wyoming Medicaid, Hawaii Medicaid, Colorado Medicaid, New Mexico Medicaid, New Mexico Mi Via, and Louisiana Long Term Care Access Services improve operational areas and become more efficient.- Interim Operations Manager - Responsible for the day-to-day operations of the New Mexico Mi Via Waiver Program (Self-Directed Home and Community Based Waiver) which included: receipt and processing of enrollment forms and timesheets, providing a contact center, and delivering instructor-led and one-on-one training and guidance to participants, vendors, and employees

In relation to the provider subsystem/file in state Medicaid programs:Gathers, documents, and analyzes business needs and requirementsSolves business problems and, as needed, create/modify design documentsDocuments the functional and, sometimes, technical design of the system, i.e. Batch process flowsInteracts with system architects and developers to ensure the system is properly implementedAnalyzes defects for validity and resolve issues, i.e. create change request

- Review operational problems presented by Western Region contracts- Provide programs, processes, and procedures that respond to the clients’ needs- Improve the operational systems, processes and policies in support of organizations mission -- specifically, supported better management reporting, information flow and management, business process and organizational planning. - Perform organizational efficiency improvements as well as handling general operational issue resolution and regional operational improvement efforts.Assignments include:Operations Manager, New Mexico M Via Waiver Program- Manage day-to-day operations of the New Mexico Mi Via Waiver Program which includes: document control team, data entry team, participant call center, correspondence team, enrollment team, issue resolution team, and participant liaisons.- Develop and implement policies and procedures- Develop training materials for staff- Develop and implement processes and procedures for employee and vendor enrollment- Represent ACS in meetings with subcontractors and state agencies- Identify areas for business process improvements and implement appropriate procedural changesRFP/Proposal Strategist, Medicaid Operations- Assist in writing and preparation of proposal responses- Writer and Subject Matter Expert for Provider Relations and Training for the CA-MMIS RFP- Writer and subject matter expert for Provider Relations for the LA-MMIS RFP- Writer and Subject Matter Expert for Provider Relations for the NM-MMIS RFP- Provide support for identifying solutions based on RFP requirements- Research and organize solutions for call center technology and web based training program for CA-MMISTechnical Writer, Medicaid Operations- Write and develop Medicaid operations procedure manuals

- Responsible for providing direct leadership to the operations training and development organization- Develop, organize, schedule and provide training for Medicaid operations staff, Medicaid systems staff and State Medicaid employees- Incorporate change management and knowledge transfer strategies in learning- Responsible for meeting training goals related to project start up- Develop and execute the training curriculum, annual staff training plans, lesson plans and training manuals- Prepare content and delivery of specific learning topics via instructor led training and computer based training- Research and identify social learning opportunities (blogs, wikis, and professional organizations) - Produce bi-weekly and quarterly training status reports to the client

- Provide direct leadership to the provider field representatives, communications department and training and education department.- Successfully launch and implement web based learning program for more than 70,000 clients resulting in a savings of $120,000 annually- Implement email blast program to reduce calls in the call center by 80%- Present hundreds of seminars and speeches to state health agencies- Responsible for 23 direct reports- Recruit and hire more than 40 full time and part time staff across three different departments- Manage branch training program spanning new hire benefits and operations for a staff of 200- Develop action plans for employees addressing a variety of performance issues- Implement morale and motivation program - Manage community volunteer participation for over 45 events- Implement leadership development program for direct reports- Prepare and launch agency’s first electronic evaluation/survey tool

- Perform consulting work was in regards to state Medicaid programs provider relations implementation, development and improvement- Overhaul and customize customer relations operations programs to address the needs of new business- Analyze requirements in Requests for Proposals (RFPs) and develop operational procedures for new business

- Provide direct leadership of the following departments: provider and beneficiary call center, publications, provider field representatives and provider enrollment- Recruit, hire and train full time and part time staff- Manage Mississippi Medicaid provider relations staff of up to 75 associates- Successfully manage the takeover of existing computer systems and implementation of new computer systems with minimal impact to the provider community- Prepare weekly performance reports to the client- Develop action plans for employees addressing a variety of performance issues- Implement morale and motivation program

- Provide consultation services to many state Medicaid fiscal intermediaries in regards to Provider Services. A few projects I have worked on include: Texas Medicaid, Washington, DC Medicaid, Georgia Medicaid, Mississippi Medicaid, Washington Medicaid and New York Medicaid.- Overhaul and customize customer relations operations programs to address the needs of new business- Recruit, hire and train full time and part time staff across six regions- Analyze requirements in Requests for Proposals (RFPs) and develop operational procedures for new business

- Provide training and assistance to 8,000 clients throughout Northeast Florida- Ranked number 1 of 16 state representatives- Exceeded company goals by 87%- Assist more than 1,000 new clients with enrollment and training- Prepare weekly performance reports to management

- Resolve and input provider/client requests into tracking system according to established guidelines- Use and interpret multiple systems for claims research, contract interpretation, fee schedule rates, and provider enrollment status- Provide customer satisfaction to both internal and external customers