Jamilah Smalls

Perform in-home installation, servicing, and retrieval of medical alert systems while educating patients on equipment use and coordinating technical issue resolution with the office.

Provide technical analysis and problem resolution across enterprise and peripheral systems, author and execute test plans for maintenance and small projects, and document defects in ALM to support system enhancements.

Managed external business partner accounts by documenting requirements, resolving issues per SLAs, and preparing and presenting operational reports summarizing trends and performance.

Coordinated claims processing and special projects, monitored claims volume and inventory, entered complex claims payments, and provided regular performance feedback to direct reports.

Managed post-go-live relationships and account activities, tracked project decisions and data, resolved system issues, and interfaced with managed care partners to collect required authorizations.

Led a 12-person account management team and implemented a vendor scorecard program for 112 vendors, improving vendor performance by 40% and supporting Medicaid/Medicare revenue initiatives.

Supervised a 30-person team across multiple lines of business, provided coaching and program integrity improvements, and conducted quarterly field outreach and internal audits to ensure documentation quality.

Oversaw daily workflow of supports coordinators, conducted performance reviews and coaching for new staff, and developed tools to strengthen program integrity across assigned programs.

Completed a Master of Health Administration with a gerontology specialty, focusing on healthcare management and elder care services.

Earned a Bachelor of Science in Rehabilitative Services with coursework preparing for roles in support coordination and clinical services.