Donald Graham, MBA, CPC

• Evaluate trends/needs to develop a strategic business plan • Responsible for budget preparations/business plan as it relates to the Operations and Production goals of the center • Directs all business aspects of on-site operations, reporting to Command Headquarters • Responsible for the supervision, planning, and co-ordination of dispatch, warehouse, shipping, purchasing, pickups/logistics, retail, sorting and overall business operations • Responsible for solicitation of donations • Exercise good judgment in order to acquire quality and volume, while minimizing inferior donations which increase dump costs

• Responsible for the administrative functions and supervision of the claims operations department. • Maintain sufficient staffing for all delegated case assignments in order to ensure all cases are handled according to departmental guidelines and procedures. • Coach, mentor, and evaluate the performance of team members and direct reports. • Conduct interviews, coordinate hiring, and provide training for new employees and existing staff. • Handle escalated Service Recoveries and First Call Resolution issues. • Provide monthly metrics to identify trends and ensure operational goals and objectives are being met.

Pastor Donald Graham Jr. and his wife, Minister Precious Graham, are committed to reaching lost souls through preaching and teaching the unadulterated word of God, while developing disciples for Christ’s kingdom. Click on the following link to learn more about their counseling ministry, workshops, and books: www.facebook.com/PromiseDestinyGroupInc/

• Verify and process all information required for patient admittance, dismissal and insurance billing. • Adhere to, and remain compliant with state/federal guidelines pertaining to HIPAA standards. • Collect and process co-pays, co-insurance, deductibles, and balances on patient accounts. • Maintain and provide accurate data and census of patients within the hospital. • Contact physician office to obtain prescriptions, referrals, and pre-approval for treatment as needed.

The vice president of education is the second ranking club officer and is responsible for planning, organizing and directing a club program which meets the educational needs of the individual members. The vice president education chairs the education committee. The vice president education also serves as one of this club’s representatives on the area and district councils and shall take no action binding upon this club without either specific prior authorization or subsequent ratification by this club.

Assigned to Mid-Market territories and National Accounts for Basic, Supplemental & Voluntary Accident lines of business (250 to 5,000 lives). -Maintained a profitable book of business by analyzing financial trends, while using sound judgment to determine acceptance/rejection of risks in accordance with department policies and procedures. -Performed complex contract analysis to ensure client satisfaction, correct pricing, as well as corporate and regulatory compliance. -Developed strategic recommendations related to market competition, products, and pricing for presentation to field sales partners as well as prospective/existing clients.

Received MBA in Leadership Management (May 2014) GPA: 3.87

Responsible for managing and monitoring all Call Centers within the Operations Division. Prepared and conducted presentations on Call Center Quality Assurance (CCQA) policies/procedures for new hire training classes and staff meetings for all monitored areas. Monitored Call Center Reps and managed day-to-day activities of all Call Center databases. Include scheduling, distributing work and overseeing special projects. Developed Policy and Procedure updates for all Call Centers. Managed and direct internal meetings to develop project scope and implementation strategy. Developed and set customer objectives, establish service delivery dates and ensure Call Center compliance. Oversee and manage multiple projects.