Tiffany Jackson - Sr. Program Manager, Fearless Solutions

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Work Background

FearlessSenior Program Manager

Sep. 2022United States · RemoteAs a Senior Program Manager, I am the prime interface for clients, partners, and project teams, and responsible for managing day-to-day operations. Excellent skills in leadership, communication, time management, and organization, and who is professional, positive, and dependable. Responsible for working with government project leads from local and federal agencies and executive sponsors. Frequently communicating with Fearless executive leads and departments to align on department and role strategy for team members and programs. Directing and managing the implementation of best practices and strategies across projects.Initiated conflict resolution tactics with customers that quickly resolved issues for realignment.Cultivated customers relationships and suggested the eminence of their program and portfolio to support their success through thought leadership and relationship building. Proactively resolves programmatic, contractual, and Fearless internal obstacles. Proactively prepare for and secures follow-on contracts and opportunities for new and/or expanded work.Responsible for portfolio P&L, achieving revenue targets, subcontract to direct labor ratios.Externally, served as the primary liaison and relationship owner for customer leadership, contracting officers, and partner/subcontractor organizations. Provides input into the portfolio strategy and ensures program leads understand it. Provides updates to CDO and other stakeholders on project status, managing risks and concerns where relevant, and implementing mitigation strategies as needed. Develops an evaluation method to assess program strengths and identify areas for improvement. Produces accurate and timely reporting of program status throughout its life cycle, including project burn rate. Monitors program financials and runs reports on project burn rates. Manages 30+ team members . Tracks resource needs, including contract funding and proactively suggests strategies to improve team and program function.

OliveSr. Enterprise Program Manager

Apr. 2020 - Sep. 2022Baltimore, Maryland, United StatesPlays a key leadership position to assist with program level resource planning, work plan management, progress reporting, data collection and compliance, and issues management. Setting standards for process and consistency across customer programs, ensuring clear visibility into program status and resource alignment needs, and escalating when internal or customer expectations are at risk. Support multiple large AIAAS program implementations. Engage with automation programs pre-sale to assist in building program infrastructure and governance, and establishing ground rules for program operations. Support and manage program until it has transitioned to support. Serve as liaison between internal and external teams in order to ensure that all targets and requirements are met. Keep internal stakeholders and the executive leadership team informed of project status updates that may impact project completion. Collaborate with Customer Program Executives to prioritize program initiatives, align resources, manage customer expectations. Prepare weekly reporting packages for program status reports and summaries. Enforce compliance by Solution Architects and Engineering teams with work plan management and other status updating tools for visibility and transparency into program progress. Enforce compliance with time tracking tools and other mechanisms for accurately reporting on program gross margins. Monitors and tracks all aspects of the project, including productivity milestones, deliverables, and timelines. Address customer needs, critical issues and risks, and present options for addressing/solving needs and issues. Assist in on-boarding, coaching and mentoring team members to customer program team. Regularly provide updates on work progress, obstacles and blockers, and overall performance. Assist with daily project tasks including communications, risk management/mitigation, testing scripts, issue logs, etc.

naviHealthProgram Implementation Manager

Jan. 2015 - Apr. 2020Baltimore, Maryland AreaProject Manager to establish relationships with our customers, through superior relationship management, project management, and implementation support. Responsible for leading customer implementations and projects in the healthcare industry across enterprise/large facilities. Professionally leading technical communications and tasks, including, but not limited to: coordinating VPN setup and testing and troubleshooting; HL/7 interface set up, testing, and troubleshooting; virtual printing. Manage the client’s transition from Sales to Implementation, identifying and documenting risks, mitigating risks, and listing and escalating issues. Prepare, update and manage project artifacts, including, but not limited to project plans and issues, lists for multiple new implementations and other customer projects. Communicate with clients and internal team members to facilitate the completion of the project plan tasks, including application set up, interface set-up and configuration, virtual printer setup, coordinating the acquisition of all client information needed during application setup and configuration. Communicate with the customer’s project manager to negotiate a realistic plan for successful go-live, considering all applicable training objectives, the customer’s goals and success criteria, and any other customer-specific factors including risk and risk mitigation. Provide remote support to customers during go-live. Resolve customer inquiries, maintaining ownership throughout resolution, identify “Lessons Learned” to incorporate back into project management process Provide input to manager on customer issues, project delays, and weekly/monthly reports as defined Identify research and proactively communicate enhancement requests, potential bug fixes and other modifications, following the established protocol. Demonstrated knowledge of varies Hospital Information Systems (HIS)

UHSCertified MIDAS+ System Manager/Project Manager

May. 2013 - Jan. 2015King of Prussia, Pennsylvania, United StatesSystem Manager and Project Lead overseeing MIDAS+ system implementation, deployment and maintenance for Information Systems & Case Management department(s); Provide IT system / technical support to end users; Provide oversight to promote and maintain quality assurance, reduce system risk and streamline case management operations and system applications. Manage, research and resolve all harvest issues, Customer Support Center Tickets including major application upgrades. Project Manager for Curaspan Discharge Central system platform. Manages implementations and “go-lives” from inception to completion. Responsible for overall day to day support for MIDAS+ and demonstrates expertise in problem solving of MIDAS+ issues. Possesses working knowledge of the MIDAS+ and Curaspan software for 24 acute care facilities. Coordinate application, training, maintenance and support of MIDAS+ and Curaspan implementation(s) at UHS acute care facilities. Establishes and maintains regular communications with user community in efforts to maintain Service Excellence principles. Coordinate Joint Commission Core performance data collection and collaborate with MIDAS+ staff to assure timely data collection, submission, and integrity in compliance with regulatory requirements. Works closely with the UHS Information Services staff, Quality and Risk Department(s) for process improvement. Assist in process improvement measurements by suggesting best practice and proposing new modules in efforts to manage bridging the client/vendor partnership to ensure business continuity. Assist in process improvement measurements by suggesting best practice and proposing new modules in efforts to manage bridging the client/vendor partnership to ensure business continuity. Assisted in securing new Curaspan pilot program to UHS to cut Case managers workflow time down. Successfully implemented Curaspan at 19 hospitals on time and within budget with no hard stops.

HSC Pediatric CenterPerformance Improvement Analyst/ Midas System Manger/SharePoint Admin

Oct. 2009 - May. 2013Washington D.C. Metro AreaResponsible for managing hospital policies in SharePoint database. Responsible for making sure all policies are in compliance with Joint Commission, Dept. of Health and CARF standards. Create reports for Hospital Quality Council and Medical Executive Committee and report out all findings and observations. Assists with providing analytic and database management to support the QI/PI program. Facilitates, educates and provide technical assistance to initiate and sustain the QI process. Responsible for specific projects/teams as assigned. Assist with training new hires during orientation every month. Assist in build and implementation process of the Midas system. Conduct new training on SharePoint on a monthly basis. Manage the Midas+ system for the hospital. Responsible for building and managing the Midas+ system and modules. Developed training manuals for all users for the Quality Peer Review and Medical record modules. Conduct training's on the Peer Review and Medical Record process in Midas. Creates focus studies and reports for department managers and report out PI related data. Assist in facilitating Survey Readiness meetings and Patient Safety.

PrometricProgram Manager

Jun. 2007 - Feb. 2009Baltimore, Maryland AreaResponsible for program management of large IT accounts such as HP, Symantec, Citrix etc. Manages, tracks, monitors and communicates internally and externally; develops lists of tasks, task owners, milestones, dependencies, and risks integrated into project plans that will meet the needs of the clients; facilitates completion of projects on time and within budget. Manages multiple, simultaneous projects and clients, and coordinates internal and external resources for those projects and clients. Analyzes problems and develops solutions to those problems, while maintaining volatile schedules. Displays a working knowledge of how to organize teams for specific projects, prioritize demanding/competing deadlines, work independently, and have excellent communication skills. Manage expenses & coordinate internal activities to ensure on time/within budget delivery. Served as the Project Manager on larger or highly complex projects related to process improvement and/or reduction of cost to serve. Support account representatives when assistance is needed in the sales process. Track all work in the Remedy system. Participate in and provide feedback for the contract renewal process. Provide input and participate in quarterly reviews with clients in portfolio. Lead/conduct monthly conference calls with internal and external groups. Attend quarterly client reviews with account managers.

PrometricProgram Specialist

Aug. 2006 - Jun. 2008Responsible for supporting the computer based Testing programs in the State Based government market segment, with an emphasis on customer satisfaction. Acts as a liaison between the NAM (North American) Contact Center and Program Management. Works on operational aspects of multiple programs in the Government market segment on a variety of candidate service and administrative activities that require initiative, professional demeanor, independent judgment, and excellent communication to ensure continuity. Assist Account, Program, and Operation managers on a daily basis with candidate escalations and client research. Work directly with Clients to ensure continued business. Applies knowledge of operational policies and procedures, and utilizes independent judgment and general understanding of program functions. Adheres to security and confidentiality policies and practices. Maintain, identify, and implement ways to improve on-going operational activities to ensure timeline completion, customer satisfaction and client service. Track, investigate, and troubleshoot customer and software issues. Provides operations staff with direction in absence of management. Advises csr staff, Special Accommodations and Outbound on customer calls and resolves complex customer complaints and inquires. Run and export reports for all client segments. Investigate and resolve Test Center Problems and update TPR (Test Problem Report). Run reports and investigate client and candidate inquiries for FINRA/NASD. Creates score card for the COE (Center of Excellence) Department.

Thomson PrometricSupervisor

Jun. 2005 - Aug. 2006Supervised a staff of 25+ while providing work direction, clarifying expectations, providing training/development and conducting performance reviews to maintain a productive work environment.Team Building. Manages team resources by forecasting long-term needs and analyzing impact of daily operation. Achieves service level objectives to ensure company profitability. Prepares departmental reports. Maintains existing client programs and implement new client programs. Participates in continuous process improvements. Work closely with WFM to predict call volume as well as staffing needs. Distinguished system/ technical issues to help A/R find resolutions.