Kathleen Robinson

Missouri-based operations and support leader, currently serving as an Associate Director at Acumen Fiscal Agency (remote) since March 2021. I collaborate with the Missouri Department of Mental Health to resolve authorization, billing, and Medicaid eligibility issues quickly and support continuity of care, while coordinating across implementation, enterprise solutions, tax, quality compliance, and other teams to ensure resources are allocated appropriately across projects. I troubleshoot technical issues with customers, partner with engineering to reproduce and resolve bugs, and identify process automation opportunities to reduce manual work and improve efficiency.

I strengthen operational quality and compliance through reporting and audit discipline, including reviewing reporting inaccuracies, delivering monthly SLA reports to external stakeholders using data warehouse tools and dashboards, and completing monthly audits and weekly billing reviews. I also invest in people and process by creating and administering training curricula and resources for internal and external audiences, organizing one-on-one and group training to improve support outcomes, and analyzing trends in customer inquiries to implement resolutions within program guidelines. Before this leadership track, I built a strong foundation through service coordination and program coordination work, including developing person-centered plans for individuals with developmental disabilities, collecting data for behavior intervention plans as a Registered Behavior Technician, and advocating for clients in Family Support Team Meetings.