Mirena Heigh

Certified Scrum Master | Healthcare Operations & Health Systems Support Professional

| Email: heighm202@gmail.com

Profile Overview

As a Project/Program support professional, my core competencies include leadership and management, organizational skills with close attention to detail, superior customer service, effective communication, self-motivation, program management, administrative management, project management, document management, and records management support. For the last 4 years, I have supported the Department of Veterans Affairs as a contractor on various PMO and Project Management contracts, which included tasks such as calendar management, scheduling meetings, tracking information, creating SOPs, updating deliverable trackers, knowledge management, facilitating meetings as a Scrum Master and keeping track of project tasks.

Job Related Skills

?? Administrative Management

?? Time Management

?? Microsoft Office

?? Service Now Training

?? Knowledge Management

?? Technical Writing

?? Records Management

?? Project Management

?? Scrum Fundamentals

?? Microsoft Visio

?? Microsoft Planner

Professional Work Experience

August 2023 ??? July 2024. Professional Delivered Solutions
Project Coordinator (Fully Remote)

Provided direct project coordinator support to the AMOSS PMO contract with the Department of Veterans Affairs. Advises Business Relationship Managers (BRM) of work details and customer requirements to ensure quality work is delivered on schedule. Conducted weekly daily standup Scrum meetings for the portfolio. Tracked deliverables on project tasks, creating meeting minutes, creating documents and uploading documents in SharePoint. Assisted with the creation of program pages and BVTR???s. Identified program needs based on data collected and analyzed. Provided knowledge management support to stakeholders. Participated in strategic planning meetings. Ensuring that all changes in programs and outcomes are well documented. Performed data validation and implementing quality control measures to ensure the continued success of programs. Performed financial analysis related to monthly, quarterly, year-to-date, etc. Updated strategic documentation (roadmaps, dashboards, other tracking management documents). Worked in Partnership with the VA clients to define scope and parameters of requirements analysis on each project to define project impact, outcome criteria, and metrics. Identified integrations and engaging stakeholders across the organization to align efforts and plan implementation. Followed established guidelines and identifying and resolving problems. Enabled strategic decision-making by providing management with complex analysis, forecasting and models. Other duties as required.

May 2023 ??? July 2023, Pivot Path Solutions
Program Analyst (Fully Remote)
Pivot Path Solutions took over Government CIO contract 5/1/23

Provided direct administrative management and program management support to the BIOS (Business Integration Outsourcing Services) BAM (Benefits, Appeals and Memorials) team on the Executive Support Services Task order contract at the Department of Veterans Affairs. Assisted the Acting Deputy Chief Information Officer and Director of IT Business Relationships with calendar management, scheduling meetings, tracking of information reported to internal and external organizations. Provided operational support such as stakeholders, tracking timelines. Created SOPs, Organizational charts, and other pertinent information. Assisted with Knowledge Management, Onboarding and SharePoint tasks. Updated deliverable trackers as needed. Assisted in completing daily status reports.

November 2022 ??? April 2023, Government CIO
Program Analyst (Fully Remote)
Contract ended 4/28/23

Provided direct project coordinator and project management support to the BIOS (Business Integration Outsourcing Services) BAM (Benefits, Appeals and Memorials) team on the Executive Support Services Task order contract at the Department of Veterans Affairs. Assisted the Acting Deputy Chief Information Officer and Director of IT Business Relationships with calendar management, scheduling meetings, tracking of information reported to internal and external organizations. Provided operational support such as stakeholders, tracking timelines. Created SOPs, Organizational charts, and other pertinent information. Assisted with Knowledge Management, Onboarding and SharePoint tasks. Updated deliverable trackers as needed. Assisted in completing daily status reports.

December 2021 ???November 2022, ECS Federal

Associate Consultant (Hybrid/Remote)
ERPI merged with ECS Federal

Provided direct administrative support to the Implementation team and the Requirements & Policy team on the VALOR DMLSS contract with the Department of Veterans Affairss. Provided meeting minutes, recorded meetings and provided other logistic support including but not limited to assisting in the creation of slide decks, providing the government client with deliverable status updates and creating SOPs for the admin support staff. Provided meeting support to the Integrated Working Group meetings (Prosthetics IWG, EPS IWG, Facilities Management IWG). Provided meeting support to ad hoc meetings that arise. Assisted in monitoring the DMLSS LogiCole email inbox by categorizing emails and forwarded those emails to other workstreams to provide insight and answers needed. Assisted with onboarding new contractor staff by submitting IT ticket requests for access to DMLSS LogiCole calendar, DMLSS LogiCole inbox, MAX.gov, and other email distribution lists. Updated weekly project deliverable spreadsheets. Assisted with Knowledge Management tasks such as updating SharePoint documents and assisting document management by uploading new files and updating naming of documents. Responsible for completing and sending out the weekly status reports.

September 2021 ??? November 2022, Enterprise Resource Performance Inc. ERPI

Associate Consultant (Hybrid/Remote)

Provided direct administrative support to the Implementation team and the Requirements & Policy team on the VALOR DMLSS contract with the Department of Veterans Affairs. Provided meeting minutes, recorded meetings, and provided other logistic support including but not limited to assisting in the creation of slide decks, providing the government client with deliverable status updates and creating SOPs for the admin support staff. Provided meeting support to the Integrated Working Group meetings (Prosthetics IWG, EPS IWG, Facilities Management IWG). Provided meeting support to ad hoc meetings that arise. Assisted in monitoring the DMLSS LogiCole email inbox by categorizing emails and forwarded those emails to other workstreams to provide insight and answers needed. Assisted with onboarding new contractor staff by submitting IT ticket requests for access to DMLSS LogiCole calendar, DMLSS LogiCole inbox, MAX.gov, and other email distribution lists. Updated weekly project deliverable spreadsheets. Assisted with Knowledge Management tasks such as updating SharePoint documents and assisting document management by uploading new files and updating naming of documents. Responsible for completing and sending out the weekly status reports.

August 2020 ??? September 2021, CareFirst BlueCross/BlueShield Community Health Plan, DC
Care Manager Assistant ??? Medical Management (Fully Remote)

Assisted Care Managers and the maternity department to optimize processes, policies, and procedure. Provided internal support for provider relations, early intervention and postpartum departments that want to increase efficiency, productivity, or profitability. Conducted research through surveys and assessments. Reviewed processes and other information. Analyzed data and processes to look for and better understand problems within the health plan. Identified and addressing problems and risks and program documentation. Directly in charge of various maternity programs and projects which include implementation and managing workflows. Worked with departments as they implement, refine, review, and modify processes and systems. Presented findings and pitching ideas to management and other departments so they understand recommendations or changes. Provided administrative support to the maternity department which includes referral management, calendar management, taking meeting minutes at Mamatoto and Optum meetings. Used Microsoft Office to create documents, standard operating policies and procedures, creating presentations, using Excel for the creation of spreadsheets.

October 2020 ??? July 2021, CareFirst BlueCross/BlueShield Community Health Plan, DC
Perinatal OB Care Coordinator ??? Medical Management (Fully Remote)

Provided health risk assessments and care coordination for pregnant and postpartum enrollees and their newborns to improve the health outcomes of pregnant women and their babies. Care coordination involves deliberately organizing patient care activities and sharing information among all participants concerned with a patient's care to achieve safe and high-quality care. Assisted enrollees parents/family members and caregivers with referrals to specialist, other care providers, and community resources; and, communicate between the primary care physician, service providers and subspecialty physicians, and support for any enrollee concerns. Additional responsibilities include health education, data tracking and reporting, referral management, healthy pregnancy initiative program management, and documentation of findings and services.

05/2018 ??? 09/2020, AmeriHealth Caritas DC

Utilization Management Tech

Screened information received and refers enrollees to the appropriate provider and/or contacts the provider directly for members. Facilitated the authorization process for enrollees who deliver. Provided relevant information to enrollees and assists them in resolving Plan related problems when Member Services personnel are not available. Acted as a resource to staff for questions related to the prior authorization process. Referred unresolved prior authorization process questions the Utilization Management Department. Accurately answered questions regarding Plan benefits and Utilization Management requirements for enrollees and providers. Made appropriate inquiries to determine potential coordination of benefits and advises appropriate provider and claims staff of same. Performed other duties as assigned. Customer service experience and interpersonal skills on phone and in-person. Proficient PC Skills in a Windows based environment including word processing, spread sheets and working in database programs. Working knowledge of plan benefits and services. Proven ability to keep accurate and timely records and documentation according to established processes. Contacted new moms to obtain baby name and submit it to the District to start the enrollment process.

12/2017 - 05/2018, Right Source

Care Connector (Temp)

Supported daily operations of the integrated care management Bright Start program and utilization department program interventions with connections to medical care, ongoing health services, and associated administrative activities (e.g. registration/enrollment paperwork) for issues related to at AmeriHealth Caritas DC such as Managed Care Organization (MCO) and primary care physician selections, and for the navigation of the healthcare system and local social services. Effectively processing calls from members, providers and other areas, internal and external to the company. Identifies members with care gaps and related health conditions and assists them in accessing care through plan benefits and company resources. Tracked all clients' MA enrollment and activation dates and follow-up on cases where MA activation is not timely. Facilitated the continuity of healthcare for MAs for their first six (6) months. Worked closely with area resettlement agencies, health screening clinics, and MA enrollment sites.

11/2015 - 09/2017, MedStar Family Choice
Wellness and Preventive Care Coordinator

Assisted DC Medicaid members in making follow-up appointments with his/her Primary Care Physician (PCP) and/or Specialist as indicated by the guidelines of the respective Beginning Steps 0-2 program. Actively participated in community events across the DC area and liaised with other agencies and third parties to gather health and wellness related ideas and initiatives, including possible sponsorship. Conducted EPSDT outreach activities and accurately documents member participation and member outreach activities as appropriate. Developed, planned, marketed, implemented, and evaluated Medstar Family Choice health and wellness initiatives and programs including but not limited to, health promotion programs (e.g., fitness orientations and consultations, health screenings and health risk assessments, organizing health and fitness fairs, awareness events, motivational programs, and motivational contests). Performed day-to-day supervision of the team when called upon and ensuring quality medical care, exceptional client service, associate engagement and maximum productivity.

Worked with insurance carriers to increase the participation in lifestyle management programs and improve the compliance rates for preventive screenings. Assisted members in obtaining appropriate health education materials, classes and programs for the required level of care. Conducted follow-up calls to ensure members have seen their PCP and completed or are in process of completing their immunization requirements. Generated reports in wellness program tracking and utilization, risks change, and program analysis. Compiled comprehensive monthly report on program participation and outcomes and recommends ways to improve the programs.

Document, review, investigate, and follow up on all complaints. Assisted with gathering and providing the appropriate data to meet the Salazar Court Order requirements. Enter complaints submitted via phone, fax, mail, email, or voice mail in applicable data tracking systems. Follow up immediately on responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed. Triage issues, complaints, unusual trip circumstances, and determine appropriate action. Ensured compliance with all practice policies and procedures.

06/2015 - 07/2015, Target CW

Document Control Analyst (Temp)

Utilized analytical skills to review electronic document submissions for accuracy and integrity, route documents for approval, and perform final release and distribution of effective documents at Uber. Demonstrated strong analytical skills, reading comprehension, attention to detail, and organizational abilities while applying policy and procedures created by the client in making document determinations on different review mediums (declassification, research, records management, security reviews, Freedom of Information Act (FOIA). Maintained hard copy system of distribution and retrieval in Production work areas. Maintained hard copy and electronic training record systems. Analyzed, researched and made recommendations on classified and unclassified records for either a Quality Control (QC) or Senior Reviewer to review and approve. Participated in department decision making in relation to updating procedures and improving departmental processes. Informed management in a timely manner of compliance problems and project schedule delays.

Provided administrative support related to documentation and training system requirements. Ensured the proper accurate coding for tracking and maintenance of records storage, properly secured (locked), labeled, and inventoried in accordance with established standards and standard operating procedures. Provided guidance, assistance, and training to managers and employees on RIM principles, including records creation, storage, retention, and disposition. Provided feedback on the efficiency and potential improvement of RIM-related materials, activities, and training. Assisted employees at all levels in proper disposition of records, including developing new and revising existing records retention schedules. Established and maintained the release of information processes for Freedom of Information Act, the Privacy Act, the HIPPA Privacy Rule, Handbook 1605.1 and other Federal Regulations.

08/2014 - 09/2014, ManTech International

Jr. Help Desk Specialist (Contractor)

Supported the Department of Justice Civil Rights Division in the replacing of PIV card keyboards which included travel between the L Street and Pennsylvania Avenue locations. Assist with Desktop Support as needed. Scanning and inventory of old computer equipment such as blackberries, keyboards, monitors, servers, phones etc. Assist with BMC Remedy IT Management System, updating profiles etc. Answered staff questions in person, via phone, and via email on all supported applications. Responded to calls for assistance and logged issues into Remedy Ticking System while capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution. Instructed users in the use of equipment, software, and manuals. Identifies and escalates situations requiring urgent attention. Occasionally visit offices to provide in-time assistance in urgent situations. Collaborated with Information Systems colleagues to research and document problem resolutions. Utilized Remedy ticketing system to track and route problems and requests and document solutions.

Served as liaison between staff and the technology department to resolve issues; tracks the problem until it has been resolved. Maintained accurate reports of malfunctions. Provided referrals to Computer Network Technicians when problems occur which are beyond the proficiency of the Help Desk Technician. Conducted periodic user satisfaction surveys and tracks user problem trends; creates reports based on information provided from user surveys and trends; participates in the distribution of network related information to users to include information such as help desk procedures and network handbooks. Participated in the preparation of procedure manuals and documentation for help desk use. Maintained system standards. Loaded and initialized PC software (operating system, networking software, applications software, etc.) tests PCs for correct network operations including access to printers, e-mail, and business applications; instructs users on use of the PC and its access to the network. Unpack, verify contents, and configured new personal computers and setup personal computers based upon an existing client/server model.

06/2013 - 04/2014, Afilon

Records Management Analyst (Contractor)

Executed Records Management and Administrative Support Services organizing paper or electronic files, information, document indexing, scanning, filing of internal memorandums and a wide variety of documents, forms report and all materials. Converted scanned documents to a PDF, making corrections as needed and uploading them into an electronically searchable system. Supporting the Office of the Inspector General and assisting the NARA with scheduling of unidentified files, incorporating them into the schedule. Transcribed handwritten notes from legacy logs housed in file cabinets, and other correspondence, and converting them into electronic form. Develop, edit, proofread, and formatted technical documents, spreadsheets, and created binders in Edocs (electronic filing system), drafted (red-line), proof read, revised, and sent executable contracts to producers; processed signature pages via Program Tracking (electronic contract tracking system); sent fully executed agreements to producers via Lotus Notes (using E-copy), faxed, or UPS/Fed-Ex. Reviewed of record retention schedules and governmental record-keeping requirements, in order to determine appropriate timetable for transferring of records and other OCR documentation.

Completed file maintenance activities including the creation or replacement of file jackets, barcode labels, tracking information labels, fasteners, and compressors. Located, retrieved, and delivered files as required. Sorted and placed files on shelves. Participated in file and records audits. Performed a variety of administrative tasks using an automated system which involves assigning, maintaining, monitoring, or updating work status and inventory records; ordering research; acknowledging correspondence; maintaining, updating and initiating personnel records; administering recall/release of seasonal employees; and performing other support activity. Received, recorded, sorted, batched, associated, controlled, staged, collected, mailed, extracted and distributed incoming/outgoing work. Entered information about mail and files into logs and spreadsheets. Tracked and updated receipt of correspondence and requests for information using agency tracking systems. Prepared documents for scanning including inspecting the documents to ensure that extraneous materials (e.g., paper clips, staples, rubber bands) are removed. Prepared and maintained regular production/inventory reports using established formats and sources of data applicable to the program, functional, or organizational reporting requirements.

03/2012 - 03/2013, ASRC Federal/Primus

Records Management Analyst (Contractor)

Provided analytical and operational and other agencies, such as the Office of Administrative Policy and the Office of Criminal Enforcement, Forensics and Training, providing updates on inventory records. Took the lead role on projects and tasks, providing weekly reports for the Task Order Program Manager, while coordinating meetings, records management training and conference calls, answering phone calls and all routine questions. Interviewed clients for the Office of Administrative Policy and the Office of Criminal Enforcement, Forensics and Training. Enforced, updated and maintained the goals of the File Plan. Developed, maintained, and coordinated use of records management tracking selection and identification of relevant data, labeling, jackets, logging, assignments, reporting tools, logs, metrics, and other resources to monitor progress and status of various records management initiatives. Reviewed and assisted staff with physical recognition of files according to any changes made.

Utilized file tracking database for file creation, storage, maintenance, use, preservation and disposition of legal records in varying formats. Conducts research, analyses, studies, and reviews on a wide variety of records management topics and issues, including records and information business processes to achieve improvement or efficiencies to business workflow. Oversee client file transfer process, routine inspections of various file rooms onsite, and all other records related duties. Identifies procedures and methodologies that improve the effectiveness and efficiency in the life cycle management (creation, retention, maintenance, processing, use, access, release, safeguarding, declassification, final disposition) of legal records and documentation. Tracked all scheduled record pickups for NARA and Federal Records Center and assisted in the disposition of all other records.

10/2011 - 03/2012, Department of Agriculture

Administrative Specialist (Intern)

Effectively served as a staff member, improving on methods and procedures used within the Management Services Division (MSD), managing and preparing responses to correspondence, and acting as liaison with individuals & groups within and separate from the MSD while supporting the Branch Chief of office. Performed a wide range of Administrative Program Coordinator activities for the department and/or managers and supervisors to facilitate the efficient operation of the organization. Acted as interdepartmental liaison relating to administrative or project support functions for the office and for compliance with county regulations and practices relating to those functions. Maintained and updated databases and spreadsheets of office schedules, appointments, manage business travel / event plan, coordinate weekly staff meeting, order products and mail it out, assist other staff/interns??? work and give feedback, take part in clinical studies. Scheduled appointments and travel arrangements for manager or supervisor. Prepared agendas for weekly meetings and coordinate, record, manage the meeting. Maintained and updated contact list when new staffs or clients are joined. Emailed appropriately and politely for response of certain clients or supervisors. Updated and followed up with TTDs (Tasks to Do) for everyone and keep track of database. Organized and managed supervisor???s email accounts or documents. Tracked budget expenditures and created requisitions in the IAS Oracle Procurement System. Independently worked on special projects, such as presentations, dissemination of information, coordinating mailings and proofreading documents.

06/2011 - 08/2011, Careers in NonProfits
Data Specialist (Temp)

Provided administrative support at the Lupus Foundation of America monitoring programs to ensure programs are operated efficiently and effectively. Processed all incoming business correspondence received both electronically and in hard copy/paper and entering the information into the associated case folder in IP Manager; docketing all applicable due dates and reminders; tracking and updating gifts/donor contributions into the Salesforce/Convio system. Responsible for updating Tribute/Memorial list. Create contacts for Lupus Walk participants in the Salesforce system. Composed, edited, and proofread Tribute, Lupus Walk, and Memorial letters, tribute cards and correspondence; identified any gaps in current standard operating procedures documentation and create standard operating procedure documents as needed. Verified the accuracy of data entered into the Salesforce and Convio system and correct any errors. Researched issues/questions as assigned and provide results in a variety of formats.

Provided exceptional verbal communication and technical writing skills. Maintained reports and submit verbal, written and numerical information from database when required. Demonstrated an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics from Lupus Foundation of America mission. Worked individually or in groups/teams on special projects to accomplish program goals. Participated in other program assistant/clerical duties as assigned for the Lupus Foundation of America.

07/2010 - 03/2011, 1st Choice Staffing

Correspondence Specialist (Contractor)

Served as the Correspondence Specialist in the Office of Executive Secretariat at the US Small Business Administration, developing, implementing and/or assisting with planning, direction and execution of organizational administrative activities, calendar management, primarily involving but not limited to suspense, workload, and/or caseload tracking, analysis, and coordination in specialized areas such as correspondence, manpower, space, visits, and property management. Provided timely, accurate responses, and assistance action items in applicable tools to track due dates, send out notifications, and ensure due dates are met. Assisted in the collection, organization, filing, and retrieval of documentation including reports, correspondence, messages, meeting minutes, and memos. Maintained appointments, events, and office and conference room calendars. Set-up and operation of Video Teleconferencing equipment. Created, reviewed and prepared correspondences for an appropriate official signature as needed and assisted in providing instructions and guidance to various offices. Maintained the calendars for both the Director and Executive Officer and organized meetings and conference calls. Coordinated with other agency staff members obtaining necessary information and clarification on issues and problems involved.

11/2009 - 02/2010, Cambridge Professionals
General Clerk (Temp)

Served as first point of contact for visitors in the office for KOCH Companies. Performed various office automation duties under the direction of Administrative Manager, providing data entry operations as well as administrative support to project staff for the supported unit and maintaining a full comprehension of the project???s facets. Collaborated with managers of organizational activities to negotiate work-related changes, resolve problems, and improve information system capabilities. Typed a variety of documents from draft to final version using automated office systems using a personal computer. Produces memorandum, reports, forms, spreadsheets and similar material, proofreading for grammatical and spelling errors. Updated and consolidated information into presentation format for briefing books, meetings, staff brochures, and staff directory telephone listings. Performed clerical duties such as typing, faxing, photocopying, filing, picking up and distributing mail and contacting authorized personnel of their packages, received telephone calls and visitors. Reserved conference room and distributing conference room calendars. Prepared visitor and attire list for the upcoming week; coordinated attire for that week according to the congressional schedule. Communicated with building security regarding visitors and maintained visitor logs and distributed visitor badges via WorkSpeed and Smart Label. Distributed incoming mail to the appropriate mailboxes. Maintained office equipment and kitchen with supplies. Monitored supply and inventory utilization, and asset/equipment inventory. Prepared request for expenditures for the procurement of general office supplies, contract services, and equipment. Compiled expense reports. Ordered supplies. Maintained department files and filing system, both hard copies and computerized files.

03/2007 - 04/2009, Brownstein Hyatt Farber Schreck
Administrative Specialist

Assisted with a variety of administrative, program, and venue-related tasks. Provided excellent customer service, greeting customers determine nature and purpose of visit, answering questions in person or by telephone providing information and directing requests to the appropriate staff and direct or escort them to specific destinations. Performed backup administrative services to legislative assistant supporting Policy Advisors. Maintained the DC Calendar for our neighboring offices to schedule visits, meetings, conferences etc. Acted as a liaison between the office and local vendors etc. Prepared and distributed meeting materials. Served as the main point of contact for vendors, visitors and general public. Utilized Microsoft Word, Outlook and Excel for preparation of emails, documents and spreadsheets.

Aided Policy Advisors to prepare briefing notebooks of congressional testimony. Provided direct continuing attention to the life-cycle management of records and information from initial receipt of creation to final disposition. Monitored, analyzed, and evaluated work relative to development and/or execution phases of the Records Management program. Designed strategies to meet ongoing records management needs. Provided support to records disposition activities of the RM program. Ensure record-keeping requirements are considered in all new, manual or automated systems or requirements that are developed. Provided data input in support of developing new records, retention schedules and executing existing schedules while handling of PII and regular communication data. Ensured that all documentation transfers to the National Archives are adequately prepared for the signature by RM and adhered to all National Archives requirements. Interpreted RM records management policies and procedure and provide general and technical advice and assistance. Assured conformance to the rules, regulations, and policies of the National Archives and Records Administration, and Standard Operating Procedures (SOP), updating and maintaining currency of the agency records program control records. Provided training to all personnel who are responsible for creating, accumulating, or maintaining records.

Education, Certifications & Government Clearance

Master of Arts, Communications
Trinity Washington University, Washington, DC

Bachelor of Arts, Communications
Cheyney University of PA, Cheyney, PA

Graduate Certificate
Walden University, Government Management