Manager of Special Projects and Administration

• Jan 2022 - Present

• Home Office Manager • Executive Assistant to the Chief Executive Officer• Project Manager for short-term, organizational priorities• First contact for affordable housing and assisted living inquiries• Designated Point of Contact with outside vendors.• Travel planner for Corporate Directors and Managers• Staff Liaison to Board of Directors and Fiscal Committee• Logistics specialist for seasonal meetings and retreats

Program Coordinator / Office Administrator

• Aug 2020 - Dec 2021

Telephone Interviewer

• Aug 2020 - Present

Financial Educator

• Nov 2020 - Nov 2021

Consumer Service Associate

• Jul 2019 - Aug 2020

•Key player and contact person among the company, business partners, and insured members to resolve member issues. Utilize phone and chat functions to field questions and concerns from members regarding their health insurance coverage. Sit with a 16-member team of associates, operational experts, and manager all working together to resolve member issues.•Proficient health guide in the areas of claims processing, health plan details, Nasco and Solution Central databases.•Awards: Received two Values in Action Awards for Valuable Performance in Leadership. Show less

Customer Care Representative

• Oct 2018 - Jul 2019

•Pitched innovative idea and won the approval from senior management for an on-site coaching program. Founded Sizing Up Our Saddle, a peer a peer-based coaching program for new hires that bridged the training bubble with the rigorous experience of working in the call center, endorsed by the Member Experience/Customer Care Director and management team.•Selected to serve in a manager role on Mercer Health Associates team during a transitional period. Planned and facilitated bi-weekly team huddles, reviewed open Medallia surveys with detractors, listened to associated call recordings, and organized one-to-one sessions with Associates to discuss best practices.•Utilized two parallel membership data systems, Nasco and Solutions Central to handle member questions. Platforms provide member demographic information, claims history, and important clinical notes for each member. •Proven conflict resolutions skills; able to diffuse anger during difficult conversations with customers experiencing service frustration.•Successful completed a course in call center management. •Dedicated to providing members Concierge style service by going above and beyond to providing outstanding customer service. Use independent judgement to leverage resources appropriate to address members concerns such as: the flexibility to stay with the call for as long as the member needs, conferencing with providers and/or employer benefits centers, connecting the member to other vendors via warm transfer, providing the member with my email address and direct line for further questions, and follow-up correspondence such as evidence of coverage, copies of explanation of benefits statements, and annual claims summaries Show less

Researcher

• Oct 2018 - Oct 2018

▪Point of contact with local and national experts in the fields of developmental disabilities, Medicaid waivers, and group residence regulations. ▪Compiled and delivered a comprehensive report with recommendations to client group seeking to open a Colorado group home for adults diagnosed with Prader-Willi Syndrome. ▪Point of contact with local and national experts in the fields of developmental disabilities, Medicaid waivers, and group residence regulations. ▪Compiled and delivered a comprehensive report with recommendations to client group seeking to open a Colorado group home for adults diagnosed with Prader-Willi Syndrome.

Rabbi

• Aug 1993 - Jul 2018

•Member of a three-person Executive Leadership team leading a congregation of up to 350 individuals. Directed adult education activities with oversight for master teaching and pastoral counselor to staff, membership and conversion candidates. Served as mentor to new staff. Participated as Ambassador to the wider community. •Introduced the position of Program Director, together with Executive Director, from which programming increased from 1 to 3 monthly events, and the volunteer base was widened by 20%. This endeavor entailed making the case for a new business model, the development of measurable goals for programming, demonstrating a strong case for improved customer service, and the re-imagining of personnel roles. •Key participant in L’Dor V’Dor Building Committee that oversaw fundraising and oversight of facility expansion and remodel project, 1998-2000. •Planned and led numerous group trips to New York City and Israel for groups ranging from 15-35 participants. Effectively worked with travel agent and county contacts to coordinate all logistics. •Designed and facilitated a program of experiential learning for youth in middle school and high school, which reinforced relationships with the synagogue community and contributed to the formative identity of each participant. •Co-founded Faith and Fellowship interfaith Bible Study with local church. Endeavor was designed to foster goodwill between Christians and Jews and to achieve mutual understanding of our respective, foundational texts and beliefs. •Created Disabilities and Inclusion Task Force to address a greater recognition of the congregation as a vehicle for those seeking to overcome significant life barriers such as physical challenges, development disabilities, hearing challenges, and seniors unable to drive. Identified and implemented several service and programmatic changes that lead to greater inclusion for all congregation members. Show less

Judaic Studies Teacher

• Jan 1994 - Jun 2018

•Lead instructor for a variety of semester and full-year courses for Grades 6-12 and served as informal advisor to the Head of School regarding strategic decisions. •Oversaw comprehensive revision of the Grade 6 Judaic curriculum, and then taught its content, co-led mountain retreats, and offered spiritual guidance to students. •Led semester course for new high school students in need of a jump start to their apprehension of Jewish social studies. •Spearheaded an initiative to turnaround teacher retention, improve the culture and benefits, and teacher appreciation following the merger of two independent school entities. Today, the school's reputation for teacher appreciation and year-round faculty development is what makes the institution vibrant and contributes to a student retention rate in excess of 85% from year to year. Show less