Rolanda Whitaker

• Led quality assurance initiatives, Ensuring compliance with regulatory standards and internal policies.
• Reviewed and developed evaluation frameworks to monitor document accuracy and process compliance.
• Collaborated with management to refine policies and report monthly performance metrics for continuous improvement.

• Designed and implemented methodologies to optimize process accuracy and efficiency.

• Addressed sensitive compliance matters in a timely and professional manner, supporting team and client needs.

• Evaluated escalated concerns and determined corrective actions to resolve compliance and billing issues.
• Addressed leadership and district concerns through prompt and professional communication via email and phone.
• Conducted collection efforts by investigating databases and suspense accounts to resolve customer issues.
• Processed corrections for refunds, loans, unapplied payments, and surrenders, ensuring accurate documentation.
• Maintained consistent and accurate data entry in Excel spreadsheets to support compliance reporting.

• Reviewed billing and policy documents to address and resolve customer concerns efficiently.
• Resolved billing and policy issues through consistent follow-ups with agencies and districts.
• Partnered with underwriters to assess and define benefit limitations, ensuring compliance with guidelines.
• Supported training initiatives and provided supervisor recommendations to enhance team performance
• Facilitated release of benefit funds by obtaining necessary authorizations and processing documentation.

• Handled inbound calls regarding claims, providing accurate information and resolving customer concerns.
• Provided training to new hires, supporting departmental compliance and quality objectives.
• Utilized databases to generate responses and facilitate resolution of billing and policy issues.
• Liaised with districts and customers via email and phone to address and resolve concerns.
• Communicated documentation requirements to beneficiaries and related parties for claim processing.
• Supervised output statistics and enforced quality protocols to ensure compliance with standards.

• Managed employee scheduling, making necessary adjustments to support operational needs.
• Coordinated supply orders using email, phone, and online systems to ensure timely fulfillment.
• Performed daily inventory audits and analysis reviews to maintain accurate records.
• Researched and implemented methods to resolve inventory discrepancies and improve processes.

• Developed an advanced filing system to efficiently handle high-volume requests for each department.
• Devised lesson plans tailored to individual needs, supporting development and compliance with program goals.
• Fostered development in social and motor skills through strategic goal setting and implementation.
• Maintained high standards ofprofessionalism and ensured accurate documentation.
• Dispensed medication and managed confidential records in compliance with organizational policies.