KAYANA HATTEN-ROBERTSON
WEST MONROE
Summary
Assisted community initiatives by identifying and pursuing fulfilling assignments. Supported teams in delivering innovative solutions that enhance community welfare. Contributed diverse skills to foster a positive work environment and promote organizational success.
Overview
25
25
years of professional experience
Work History
Medicaid Program Specialist II
Louisiana Department of Health
10.2022 - Current
- Achieved enhanced operational efficiency through strategic program development and implementation.
- Streamlined project workflows and improved communication by effectively coordinating cross-functional teams.
- Optimized processes by analyzing program performance data to identify improvement areas.
- Aligned stakeholder relationships with organizational goals, fostering a collaborative environment.
Medicaid Analyst 2
Louisiana Department of Health Region 8 Medicaid
04.2016 - 09.2022
- Intake applications, review renewals on current cases, accurately and effectively process applications for approval or denial decisions, review and complete any task assigned for existing and/or new cases, review current cases for updates, assist with special projects consisting of spreadsheet data and/or reports, assist with front lobby rotation/reviewing clients in person, call center duties, as well as taking outbound and inbound calls for potential and existing clients. My duties include staying up to date with any changes to policies and procedures and being able to implement them according to agency rules and regulations, and being able to make accurate determinations on multiple household members. Duties also include assisting management with training and developing new staff members when needed.
- 318-816-5370
Operations Associate/Document Collection Department
JPMorgan Chase
07.2013 - 01.2016
- Duties included but not limited to researching and collecting documents to complete files, scrubbing files, and data entry. Duties required contacting third parties via email, regular mail and/or by phone for assistance with locating and/or recreating, as well as correcting documents if needed. I assisted with special projects that included time sensitive information for department reports. I was required to stay current and up to date on any and all changes with the company’s policies and procedures to accurately and effectively perform the job. Duties also included assisting management with training and developing new staff members when needed. Other duties included troubleshooting, problem solving, and accurately and effectively recording and reporting data to a spreadsheet for daily, weekly, and monthly reports.
- 318-432-6393
Customer Care Professional/Prime Mortgage Department
JPMorgan Chase
11.2009 - 07.2013
- As a customer care professional, I assisted with inbound calls from customers requiring assistance with various issues pertaining to their mortgages. Duties included but not limited to assisting customers with their escrow accounts (taxes and insurance), monthly and end of the year statements, and any other issues pertaining to fees, and/or payments. I was required to stay current and up to date on any and all changes with the company’s policy and procedures. Other duties included transferring calls to the appropriate areas for additional assistance that was not handled in the department. Other skills included but not limited to troubleshooting, problem solving, and technical support.
- No current contact number/no longer in business
Direct Care Worker/Home Manager 1
ARCO/Serving Members with Developmental Disabilities
06.2003 - 11.2009
- I started out as a direct care worker assisting clients with everyday living skills including but not limited to maintaining their household (cleaning, cooking, self-care, and shopping for necessities), paying and managing their bills, doctors’ appointments, assisting with self-medication administration, and daily social skills to ensure the individual could effectively thrive in their community and environment. Upon accepting the job, one of the requirements included obtaining a Chauffeur’s license. This was to ensure that if and when my fill in duties included providing transportation for multiple clients at once to and from work or any other community events while in a company vehicle I would be eligible to do so. I was certified in CPR and medication self-administration. I was required to keep track of all certifications that were needed as an employee to ensure they were up to date and accurate. I was also responsible for maintaining and documenting daily reports in detail to ensure that each individual that I served was being provided with the daily assistance needed according to their direct plan of care. I was promoted in 2006 to Home Manager 1 with duties including but not limited to providing clients with the utmost care over his or her financial and household affairs. I was responsible for ensuring that the client received training for daily living skills and documented the progress. I was responsible for completing the required documents needed to ensure the clients continued to remain eligible to receive care approved by their Medicaid vouchers. Skills included time management, efficient documentation, accurate and timely review of documentation from other employees who worked directly with the Home manager to ensure the plan of care for the individual was executed correctly, assisting direct care workers with scheduling, completing and turning in documentation on time and accurately, reporting and/ corresponding to the direct supervisor, case management, and the agency’s program director on a weekly and monthly basis to discuss, report, and/or make changes to the direct plan of care for the individual if needed. Duties also included to ensure compliance with agency’s policies and procedures were being met by any employee directly under my leadership. As a Home Manager job performance included but was not limited to suggesting and presenting subject topics for monthly meetings and heading up the meeting if needed which was often rotated between managing staff members. I also assisted with training classes for new hires and provided on the job training for new staff members. Manager duties also included informing the direct supervisor of all occurrences, changes in scheduling, and any other circumstances in providing the client with services according to his or her plan of care. Duties as a Home Manager often included reviewing, updating, and/or revising plans of care for the individuals that received services from our agency to make sure the plans of care were accurate and effective for the individuals’ specific needs. As a Home Manager I also assisted the direct supervisor with documentation for the employees under my leadership to assist with quarterly evaluations. I was also in charge of reviewing scheduling for my team and resolved any conflicts that may have occurred with scheduling.
- 318-387-7817
Referral Processor/Foreclosure Department
Morris & Associates
06.2002 - 06.2003
- My duties included communicating with clients regarding the foreclosure process, processing referrals, data entry, and alpha-numerically filling documents. Duties also included processing necessary documentation to begin the foreclosure process and sending them out by mail to appropriates parties.
- 318-330-9020
Direct Childcare Worker
Youth House I
08.2000 - 06.2002
- I was responsible for overseeing the daily activities of at-risk teens. My duties included preparing meals, providing drop off services for school, speaking with doctors and school officials if necessary for the individual as their parental figure. I also assisted with daily activities such as homework, doctors’ appointments, and recreational activities. Other duties included answering multiple phone lines, supervising self-administered medication, and documenting and completing required paperwork. I was required to stay current and up to date on any and all changes with the policy and procedures to accurately and effectively perform the job duties. Duties also included assisting management with training and developing new staff members when needed.
- 318-323-6644
Education
Bachelor of Arts - Psychology
University of Louisiana At Monroe
Monroe, LA12.2025
Skills
- Achieved high levels of customer satisfaction through effective call center support Fostered clear communication in all interactions, enhancing client relationships Maximized productivity by utilizing Microsoft Word, Excel, Adobe, and Spreadsheets Strengthened team dynamics through exceptional leadership and organizational capabilities
Timeline
Medicaid Program Specialist II
Louisiana Department of Health
10.2022 - Current
Medicaid Analyst 2
Louisiana Department of Health Region 8 Medicaid
04.2016 - 09.2022
Operations Associate/Document Collection Department
JPMorgan Chase
07.2013 - 01.2016
Customer Care Professional/Prime Mortgage Department
JPMorgan Chase
11.2009 - 07.2013
Direct Care Worker/Home Manager 1
ARCO/Serving Members with Developmental Disabilities
06.2003 - 11.2009
Referral Processor/Foreclosure Department
Morris & Associates
06.2002 - 06.2003
Direct Childcare Worker
Youth House I
08.2000 - 06.2002
Bachelor of Arts - Psychology
University of Louisiana At Monroe