Arlishia Bradley
McDonough,MI
Summary
Driven professional working in alignment with the Child Care and Parent Services (CAPS) program for over 16 years. Specializing in assessing and analyzing training needs through curriculum development, collaboration on training manuals, and presentation of material to various audiences. Recognized as a driven, dedicated and hardworking with a history of streamlining operations and increasing efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Quality Assurance and Payment Consultant
BFTS:Georgia Department of Early Care and Learning
09.2024 - Current
- Facilitated team training sessions for Provider Relations Staff, enhancing their skills and knowledge regarding Quality Assurance and Payment policies, procedures and processes.
- Completed payment relation activities: Payment Requests, Adjustments, Reviewed Improper Payments, Manual Payments and Payment Holds.
- Reviewed Provider Payment Requests for accuracy and completeness.
- Conducted thorough quality assurance checks to ensure required supporting documentation was received in order to approve provider payment requests.
- Conducted risk assessments for CAPS Payment Holds to mitigate Improper Payments.
- Managed provider relationships through regular check-ins and updates on concerns and technical issues.
- Assisted providers in navigating GACAPS to review scholarships, payment information, how to submit payment requests and tickets.
- Developed and maintained strong provider relationships to ensure high levels of customer satisfaction.
- Provided exceptional customer support, resolving complex technical issues with in GACAPS for providers.
- Collaborated with providers, colleagues and management to better understand customer needs and to ensure timely resolutions of the provider concerns solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive resolutions for provider concerns.
- Collaborated with teams to define, strategize, and implement best practices to ensure provider concerns are identified and resolved within a timely manner.
Supervisor/ Project Trainer
MAXIMUS, Workforce Services
06.2019 - 09.2023
- Assisted with development of Maximus Learning Management System
- Created Modules for Learning Management System based upon CAPS Policy to ensure providers compliance and billing practices aligns with CAPS Polices and requirements.
- Perform internal audits in all departments with Georgia Project.
- Delivery weekly provider training for Billing and Accuracy, of provider who attends less than 10% billing errors.
- Completes bi-weekly training for Overpayment Technical Assistance increasing participation by over 100%.
- Train staff on CAPS Policy, CAPS compliance document requirements, legal validation and payment management.
- Payment Management: Scholarship concerns, overpayment and underpayments
- Oversite of CAPS larger childcare providers to ensure outstanding concerns are reviewed and resolved.
- Assist in day-to-day coordination of team's operational activities.
- Identify problems in operational processes quickly and provide resolutions in timely manner.
- Business Alignment Reports: Compile, review, and analyze data to submit monthly performance and productivity.
- Staff Coaching: Develop, monitor and assess performance goals, measures and targets, benchmarks, and project priorities; conduct calibration meetings within team cross project to ensure staff are meeting performance metrics.
- Training: Collaborate training team in developing, implementing and tracking quality improvement indicators, and delivering new employee training, as well as continuous coaching and training
- System Implementation (Nova): Coordinate and participate in user acceptance testing on system changes and enhancements prior and after deployment of Nova.
- Maintain Quality Management System (QMS) documents and procedures.
- Record and monitor problems to ensure timely resolution within established Service Level Agreement (SLA)
Senior Administrator, Business Operation Coordinator
MAXIMUS
01.2016 - 05.2019
- Successfully led project to first ISO 90001:2015 certification.
- Developed and Implemented Business Continuity Plan.
- Create and Monitor Project SMART goals on quarterly basis.
- Performed Gap analysis using DMAIC model to improve project performance.
- Performed SWOT Analysis to eliminate threat to project and improve weaknesses within teams.
- Conduct Lean Six Sigma Waste management training to eliminate process waste to improve productivity.
- Provider Outreach: Provided onsite and offsite training.
- Developed and oversaw strategies for improving operational efficiency and team's accuracy.
- Trained, mentored and motivated employees to maximize team productivity.
- Improved productivity metrics by 30% through data analytics, resource allocation and managing scheduled labor.
- Established customer-centric focus activities to improve customer experience.
- Delegated tasks monitored compliance and implemented performance improvement plans.
Client Service Representative- Payment Services
MAXIMUS
07.2010 - 12.2015
- Develop entry level to advanced level courses for both internal and external audiences in alignment with CAPS Policy regarding Improper Payments: Underpayments and Overpayments
- Lead team initiative to restructure Claims department by identifying needs for automation, best practices and system updates.
- Assisted in extracting data from various sources to identify areas of improvements needed to ensure timely processing of payment requests.
- Assisted with re-engineering of Claims department to improve process performance and quality of work
- Identified areas where additional training was needed, defined policies and reports needed, implemented methods and procedures to establish best practices within Payment Assurance team.
- Develop and implemented workflow changes within GA project to enhance services for our client.
- Prepare and deliver effective training sessions for staff CAPS policies.
- Initiate data research and analysis to ensure team is performing at maximum level of customer service and meeting organizations overall goals.
- Facilitate provider webinars, educations, and ongoing trainings for updated CAPS policies.
- Coordinated with operations staff to resolve service problems and boost provider satisfaction.
Client Service Representative- Caseload Management
MAXIMUS
10.2006 - 06.2010
- Completed individual onboarding training with provider during enrollment process to ensure understanding of compliance documents and how to forms complete accurately.
- Updated provider's accounts by correctly inputting compliance documents in system.
- Prepared audited files for review by DHS representatives to ensure program compliance.
- Responded to customer calls and emails to answer questions regarding enrollment services and compliance status.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge CAPS creating welcoming, positive experiences.
Education
Some College (No Degree) - Early Childhood Education
Georgia Piedmont Technical College
Clarkston, GASkills
- International Standards Organization (ISO) Policies and Procedure Internal Auditor
- ISO Policy Writing
- Inquisiq (Learning Management System)
- Child Care and Parent Services (CAPS) Policy
- Maxstar, Nova, OnBase and Adobe
- Caseload Management and Payment Services
- Excellent communicator: oral and written
- Excellent communication and leadership skills
- Internal and external project trainer
- Staffing Training and Development
- Principles of DMAIC, SMART, and SWAT
- Production Improvement
- Training and mentoring
Accomplishments
- International Organization for Standardization (ISO) Certified Auditor
- Assisted with the deployment of
Certification
International Standards Organization (ISO) Policies and Procedure Internal Auditor - [2018]
Additional Information
Inquisiq (Learning Management System)
Timeline
Quality Assurance and Payment Consultant
BFTS:Georgia Department of Early Care and Learning
09.2024 - Current
Supervisor/ Project Trainer
MAXIMUS, Workforce Services
06.2019 - 09.2023
Senior Administrator, Business Operation Coordinator
MAXIMUS
01.2016 - 05.2019
Client Service Representative- Payment Services
MAXIMUS
07.2010 - 12.2015
Client Service Representative- Caseload Management
MAXIMUS
10.2006 - 06.2010
Some College (No Degree) - Early Childhood Education
Georgia Piedmont Technical College
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