Summary
Overview
Work History
Education
Skills
References
Credentials And Licenses
Timeline
Generic

Kathleen Birch-Taylor

Moneta

Summary

Detailed-oriented, multi-tasking, dependable customer service professional with 12 years of customer service experience. Diplomatic, personable, and adept in managing sensitive situations. Seeking a position which allows for the application of excellent retention, organizational skills, communication, problem-solving and time management while providing a high level of support to benefit the organization and the processes.

Overview

22
22
years of professional experience

Work History

Senior Escalations Specialist/Organic Growth/Community Concierge team

Public Partnerships LLC
02.2023 - Current
  • Assist individuals who are wanting to pursue their self-directed journey, often working with potential consumer/loved ones on how to get started with services.
  • Respond to incoming inquiries for additional information regarding PPL services and self-direction care (phone calls, emails, etc.)
  • Provide education on the steps to begin services and answer any questions they may have.
  • The concierge team supports all PPL programs.
  • Nurturing the caller throughout the process leading to referral entry, enrollment beginning, and payment being made.
  • The concierge team is new to PPL so obtaining state and program specific information for each program and creating a place for the information to be stored, excel tracking for new and existing leads, creating, and implanting Standard Operating Procedures, creating email templates and working with internal teams to ensure the process is smooth and handoff is successful.

Remote Enrollment Specialist

Public Partnerships LLC
11.2020 - 03.2022
  • Assist individuals in completing the enrollment process walking the consumer/employer of record and provider through the entire process.
  • Ensure paperwork is completed correctly and updated in the system, obtain employer identification number if applicable, update consumer/provider information as necessary, ensure all accounts are worked within a timely manner to meet Virginia contract, assist with escalated cases and high profile cases, support the Virginia team as issues arise.
  • Assign daily leads and referrals, complete other reports as assigned, attend meetings with the service facilitators and managed care organization to provide support, assisted with creating Standard Operating Procedures for VA, work as the trainer for new Enrollment Specialists for Virginia, attended the My Account Huddle to help work through the roadblocks, helped launch My Account in Virginia, complete various other tasks as assigned.

Regional Program Manager

Wall Residences
Floyd
03.2019 - 06.2020
  • Supervise individuals with intellectual disabilities living in sponsored residential homes licensed by the state of Virginia.
  • Ensure the individuals’ needs are met and the individuals service plan is followed accordingly.
  • Participate in Individuals planning meetings ensuring the individual's desires are heard.
  • Maintain relationships with individuals, their families, providers, and other service members to ensure services are rendered.
  • Participate in monthly home visits with providers and individuals to ensure policies are followed.
  • Assist providers in understanding regulations and changes as well as provide support on how to implement the changes.

Casework Assistant/Program Manager

Lutheran Family Services of Virginia
Charlottesville
08.2017 - 04.2019
  • Assist the program manager with paperwork verification.
  • Perform Monthly home inspections.
  • Provide assistance to individuals.
  • Ensure the needs of the individual are met.
  • Complete month-end billing and audits.
  • Prepare monthly paperwork for the providers.
  • Assists with implementing plans and writing quarterlies.
  • Assist Providers with changes within the organization and make sure training is up to date.
  • Attend and participate in planning meetings and SIS reviews.
  • Assist manager with reviews.

Receptionist

Georgetown Veterinary Hospital
Charlottesville
07.2013 - 07.2018
  • Greet Customers, check customers in to the system, check customers out, take payments and schedule appointments if needed.
  • Answer a multiple line telephone, check till and secure the deposit, order clinic food and ensure the food is rotated and put away, clean up the room after each client.

Medical Insurance Biller

University of Virginia Medical Center
Charlottesville
04.2011 - 07.2014
  • Bill patient medical insurance for services provided by the hospital.
  • Follow up with insurance companies and verify payments and patient responsibility.
  • Notify patients of non-payment by insurance, verify insurance and coverage, print medical records, bill patients’ secondary insurance if needed.
  • Ensure the payment amount is correct based on contract.

Paraprofessional

Fluvanna County Public Schools
Palmyra
08.2003 - 03.2011
  • Assist intellectual disabled individuals within the school setting.
  • Assist individuals into the mainstream classrooms.
  • Ensure the individual remains safe, create a positive learning environment for the individual.
  • Assist with personal care needs, accompany individuals with every aspect of their day.
  • Maintain data and follow the Individual Educational Plan.

Education

Bachelor of Science - Human Services

University of Phoenix
Phoenix, AZ

Skills

  • Standard operating procedures
  • Consumer education
  • Enrollment processing
  • Program management
  • Client relationship management
  • Document verification
  • Problem solving
  • Effective communication
  • Team collaboration
  • Active listening
  • Time management
  • Continuous improvement
  • Knowledge sharing
  • Operational enhancement
  • Customer relations
  • Analytical thinking
  • Teamwork and collaboration
  • Improvement plans
  • Organizational skills
  • Market research

References

References available upon request

Credentials And Licenses

  • Medication Certification 32 hours
  • CPR and First Aid Certification
  • Safety Care Certification
  • Basic Life Saving Certification

Timeline

Senior Escalations Specialist/Organic Growth/Community Concierge team

Public Partnerships LLC
02.2023 - Current

Remote Enrollment Specialist

Public Partnerships LLC
11.2020 - 03.2022

Regional Program Manager

Wall Residences
03.2019 - 06.2020

Casework Assistant/Program Manager

Lutheran Family Services of Virginia
08.2017 - 04.2019

Receptionist

Georgetown Veterinary Hospital
07.2013 - 07.2018

Medical Insurance Biller

University of Virginia Medical Center
04.2011 - 07.2014

Paraprofessional

Fluvanna County Public Schools
08.2003 - 03.2011

Bachelor of Science - Human Services

University of Phoenix

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Kathleen Birch-Taylor