1. TYWIANA SMALLWOOD
1329 Cleveland Ave, Kansas City, KS 66104
Cell: (704) 389-0686 Email: Tywiana@gmail.com
OBJECTIVE
I am a result driven, dedicated professional with strong communication and
organizational skills, in addition to solid experience. Ability to maintain a high level of
client interaction/service skills while talking with clients or health care professionals
via phone; ability to multitask in both PC/Phone related tasks. Ability to interpret
information and trouble shoot challenges as needed in order to ensure the highest
quality subject experience. It’s my desire to be a part of a company/organization/team
that is as motivated, creative, determined, challenging and as evolving as I am. To be a
part of a company/organization/team where my skills and talents are not only
beneficial, but also enhanced to continually add value to its growth and production. My
goal is to progress in wisdom and knowledge. Continually learning as well as evolve
along with your vision for growth, development and future enhancement.
SKILLS
•Customer Service •Clinical Research Management •GCP •ICH •IATA •IRB • Call
Center Management •Telemarketing Management • Patient Care •Risk Management
•Quality Assurance •Collections •Medicare/Medicaid Pre-certifications •Accounts
Receivable/Payable •Medicare/Medicaid Authorizations •Highly Motivated •Medical
Terminology •Vital Signs •Microsoft Office Products •Professional Presentations •ICD 9
CM Vol. 1, 2, 3 •HCPCS •CPT Coding •CDT Coding •Letters of Medical Necessity
•Quick to Learn •Intrapersonal Skills •Forward Thinking •Enthusiastic • Willingness to
Help• Integrity •Highly Organized •Initiative •Verbal Communication • Self Starter •
Independent •Morale Booster •Fact Finding •Efficient •Team Player •Written
Communication •Leadership •Collaborative •Adaptable to Change/Variance •Highly
Motivated
EDUCATION
* MCCKC Penn Valley- Early Childhood and Development 2013
* Concorde Career Institute - Insurance Billing/Coding Specialist 2002
American Heart Association Provider Affirmation (BLS Healthcare)
Student Helping Student Award
Medical Manager 9.20
* F. L. Schlagle High School 1995
* 20+ years Customer Service Experience
* 5+ years Life Insurance Paramedical Experience
* 3+ years Medical Office/Patient Care Experience
* 2+ years Clinical Research Home Care & Coordination Experience

2. EXPERIENCE
04/16-Present United BioSource Corporation Kansas City, MO
Sr. Patient Care Advocate
Manage program(s) per the scope of work, program, and standard operating procedures
within the contracted budget. Manage day-to-day activity of the program operation,
including supervision of staff. Develop a team of front line employees assigned to the
program(s), monitor program statistics and metrics. Resolve complex cases. Participate
and or may lead protocol specific client meetings, including but not limited to
investigator meetings, customer kick-off meetings, site meetings, and ongoing conference
calls. Participate in interviewing prospective employees, evaluating current employees,
and train employees as needed. Develop current employees and tracks their compliance
to quality, service, and production standards. Work with Sr. Management to develop and
communicate strategic business work plan goals. Assist with the analysis of writing of
client reports and other deliverables. Assist with presentation of program information to
internal and external customers. Monitor operational performance relating to Operational
metrics, Quality measures, Contractual requirements, Execution of policies and
procedures and Clinical appropriateness. Monitor the daily administration of clinical
programs, including application of medical policy, utilization management processes and
practices while remaining compliant with contractual and regulatory requirements.
Develop and maintain orientation manual along with orientation schedules. Provide new
hire orientation and current employee mentorship along with reeducation of SOPs.
Resolve client/vendor issues, billing issues/exceptions as well as team issues and or
escalation. Oversee all contracted Registered Nurses in one or more of the following
areas: data and specimen collection, processing, and shipping, study drug administration
and or education, and ensure contracted Registered Nurses are fully credentialed and
trained according to contract specifications. Serve as a point of escalation for issues
requiring a higher degree of expertise or discretion to resolve. Notify management of any
deficiencies. Manage Regulatory and Institutional Review Board (IRB) Activities by
submitting regulatory documents site management for submission to Central IRBs and to
Local IRBs; confirm IRB approval is received and documented. Create and review
project planning documents including but not limited to Clinical Research Protocols,
Home Health Registered Nurse (HHRN) Education Manuals and Guidelines, Site
Education Manuals, Essential Document Review Plan (EDRP), Site Management Plan,
Project Plan and Statements of Work. Track milestones, generate study metrics, and
provide written and verbal updates to internal and external customers.
Confirm sites have notified all sites and vendors of closure and final subject status in
compliance with regulations. Confirm HHRNs have returned or destroyed
documentation, supplies, study drug and other study supplies as required. Train sites,
home health agencies, and registered nurses on their continued contractual, regulatory,
and legal obligations. Conduct home health coordination by evaluating agency and nurses
to determine interest, adequate subject population, facilities, staff and qualifications to
conduct a study. Execute billing agreements, project authorization contract and budget
negotiation with sites. Provide home health and nurse training and access to required

3. systems, including vendor systems. Provide site training and guidance in reference to
protocol compliance. Provide site training and guidance in reference to regulatory
requirements and ensure compliance. Manage site relationships to ensure positive
interactions through routine site contact. Evaluate site, agency, and nurse performance
and compliance with required FDA regulations, ICH/GCP, and local laws. Confirm
agency and their nurses are compliant with subject rights and privacy requirements.
Ensure site, agency, and nurses meet subject safety reporting and drug protocol
regulations: subject safety information is disseminated appropriately by evaluating
consistency, quality and timeliness of serious adverse events reported by the site and/or
nurse. Manage agency and nurse inventory of supplies, and any other study materials to
ensure they have sufficient inventory to conduct study activities without delay. Escalate
potential misconduct, fraud or noncompliance by sites, agencies, nurses, and trials
subjects to Project and Functional Management as well as Quality Assurance. Instruct
sites on study or protocol home care requirements and determine subject qualification for
home care services based on subject eligibility parameters and protocol requirements.
Manage ongoing collection and quality review of updated essential documents for
submission Preserve document security and integrity. Prepare, package, archive, and
maintain essential documents in compliance with FDA regulations, ICH/GCP, and local
laws during study as well as during close out process. Review of visit data to ensure
quality control is followed with protocol deviations are reported to site and sponsor as
appropriate. Performs essential document collection and review for site start up and
initiates in compliance with project specifications and applicable SOPs with adherence to
FDA Regulations, ICH/GCP guidelines and good documentation practices. Provide
department leadership in the area of staff performance including but not limited too
mentoring, auditing, productivity monitoring and coaching for success. Correspond with
management on employees/HR issues, state of the department and any service issues
involving key clients or legal risk issues to the company. Analyze reporting data trends
within team relative to quality to ensure efficiency and productivity requirements are
maximized. Provide feedback to ream related to productivity and efficiency. Evaluate and
coordinate system process for assigned national/international client(s) and services for
patients requiring home coordination services. Compile and analyze trend analysis for
business metrics on assigned programs. Assist and monitor and analyze accounts payable
and receivable to maintain financial and contractual requirements. Identify appropriate
Service Delivery Unit (provider) by geographic location. Train Service Delivery Unit
(provider) and field staff in program specific procedures, process flows, and expectations
via telephone, in conjunction with management. Facilitate questions, provides guidance,
and resolves issues as necessary. Develop, design, and produce program manuals.
Evaluate and analyze referral database and software application program and recommend
modifications to existing systems. Assist with the coordination of all aspects of services
for referrals to providers. Maintain communication with contract facilities to meet
contractual obligations. Handle escalated issues to meet client satisfaction and contracted
standards. Implement and maintain Quality Assurance and Quality Improvement
processes to improve customer service and financial profitability. Analyze data and
investigate errors, determine the cause and suggest corrections. Provide quantitative data
to management and recommend changes to prevent reoccurrence.

4. 10/14-04/16 United BioSource Corporation Kansas City, MO
Patient Care Advocate II
Evaluates and coordinates system process for assigned national customers and product
distribution patients requiring home services to include but not limited to: confidentiality
agreements, customer correspondence, inventory control, weekly activity reports, and
customized billing statements. Use independent judgment to identify appropriate Service
Delivery Unit by geographic location. Train Service Delivery Unit and field staff in
program specific procedure functions, process flows, and expectations via telephone, in
conjunction with management. Facilitate questions, provides guidance, and resolves
issues as necessary. Coordinate all aspects of services for referrals to contract facility.
Maintain communication levels with contract facilities to meet the contractual
obligations. Used discretion to manage pay and expense records to ensure that corporate
requirements and contractual obligations are mutually satisfied. Provide assistance and
support for national customers as well as their patients within the field of clinical
research. Coordinate and oversee the processing of the daily operation of national
accounts, which may include specialty staffing, research support, referral process, trend
analysis, and date/specimen collection. Customizing and providing activity reports for
assigned customers and management. Provide clinical knowledge and expertise to
contracted clients and third party vendors regarding program and protocol specific
processes, documentation, and the clinical coordination throughout all phases of the
program cycle. Primary contact for investigator sites and all contracted field Registered
Nurses for clinical trial home care training, coordination, support and maintenance.
Customizes, analyzes and recommend modifications to existing financial procedures as
defined by multiple contracts to management. Implements and maintains Quality
Assurance and Quality Improvement processes to further increase the level of customer
service and to positively impact the financial profitability of business. Analyzes data and
investigates errors and omissions to determine the cause of discrepancies and makes
corrections. Alerts management in quantitative terms, to the particulars of deviations in
financial reporting, and recommends changes to prevent reoccurrence. Manages,
evaluates and analyzes the referral database and appropriate software applications
program(s). Identifies and recommends modifications to existing systems. Compiles and
analyzes trend analysis for business on all aspects of assigned programs. Develops
designs and produces program orientation manuals for training, by utilizing creative and
technical writing skills to meet program specific requirements. Provided a high level of
customer service and support internally and externally working as a liaison.
03/14- 10/14 Kelly’s Staffing Overland Park, KS
Patient Care Advocate II
Within UBC, provide assistance and support for national customers as well as their
patients within the field of clinical research. Coordinate and oversee the processing of the
daily operation of national accounts, which may include specialty staffing, research
support, referral process, trend analysis, and date/specimen collection. Customizing and

5. providing activity reports for assigned customers and management. Provide clinical
knowledge and expertise to contracted clients and third party vendors regarding program
and protocol specific processes, documentation, and the clinical coordination throughout
all phases of the program cycle. Primary contact for investigator sites and all contracted
field Registered Nurses for clinical trial home care training, coordination, support and
maintenance.
08/12-10/14 LINC/Holliday Montessori Kansas City, MO
Receptionist/Greeter
Assist in facilitating high quality school-age care while providing supervision, safety and
health in a unique family and team environment in the before/after school program.
Ensure accurate and timely reporting and data entry of activities for assigned sectors such
as daily attendance reports, student forms, program activity and lunch counts, program
updates and announcements to all parents/families, in addition to all other documentation
(i.e., incident/injury reports, sign-in/sign-out, medication logs, shot records, permission
slips, enrollment and data update forms, etc.) Provide direction and updates to program
volunteers, parents, and students. Organize and promote parental engagement. Make
contact with residents and disseminate program-related information by going door-to-
door in the assigned neighborhoods on an ongoing basis. Encourage as well as maintain
communication and collaboration infrastructure. Participate in community meetings,
visibility/events and conferences as needed. Make contact with area residents and
disseminate program-related information by going door-to-door in the assigned
neighborhoods also on an as needed basis. Assist with the completion of purchase
reports, licensing updates and supporting the building principal and teachers with
redirection of students throughout school day, in accordance with both the site
coordinator and principal's direction.
05/06 – 05/12 ExamOne-Quest Diagnostics Lenexa, KS
QA Specialist II
Personally maintained and facilitated the daily functions of the Monument, Colorado
exam office, completing all duties of, but not limited to Branch Management. Managed
and overseen over 100 exam offices both corporate and affiliate as well as anywhere from
200 to 300 contracted examiners/employees regarding the quality of services provided to
both internal and external customers. Ensured continual improvement and growth in the
overall quality of paramedical business, the life insurance exam and policy completion
experience, to all clients, customers, and applicants. Proficient with responsibility,
functions , and duties of the Quality Assurance Representative, Risk Management and
Document Management Representative Positions. Supported organizational goals to
deliver high quality service in addressing vendor and patient needs. Prepared quality
dashboards and reports for insurance customers, regional account managers, sales
representatives, field leaders, and branch office to utilize in their efforts to maintain and
market quality of services provided, discover areas for improvement of overall quality to

6. obtain business growth thru the selling of services, production levels and improvement,
as well as provide coaching and training, tracking and identifying trends. Assisted with
the revision of SOP guidelines and overall work flow process for the quality assurance
team and other departments both internally and externally. Maintain completeness,
accuracy, and timeliness of exams performed for the purpose of obtaining life insurance.
Achieved reduction of turn around time in the Southeast and Midwest portion of our
nation, and increased exam office quality by 3%. Given presentations, conference calls,
and meetings to delegate areas of needed improvement in quality, and collaborate on the
implementing of process changes, company initiatives, and special projects. Provide
billing assistance, account maintenance, and training, checking EKGs for errors or
discrepancies. Provide and completed risk management of escalated quality issues,
concerns, complaints, reported by an insurance applicant, regional account manager,
branch office, insurance agent, field leader, etc. utilizing all areas of compliance to
determine and execute resolution to prevent litigation or involvement of our legal team,
attorneys, and/or outside legal counsel. Ensured all areas of Company Compliance and
HIPAA regulations were maintained, reported, and researched when a breach is
discovered. I continue to mentor, train, and support all national office staff, field support
staff, regional account managers, sales representatives, contractors, outside departments
or lines of business, peers, internal and external clients, in the areas of, but not limited too
paramedical performance, the quality of service, accuracy and proficiency to ensure
company initiatives/strategies are performed and executed company wide as well as
across the nation.
11/04-03/06 FedEx Corp/Volt Lenexa, KS
Customer Service Rep
Worked within call center to provide billing information, transfer requests, international
inquiries and package handling. In addition to package tracking, scheduling pick ups,
claims filing processing. Provide status updates, case inquiries, internal terminal
assistance, and package tracing and research.
01/04-10/04 American Medical Consultants Kansas City, MO
Patient Services Representative
Within Goppert-Trinity Family Care Clinic and Baptist Medical Center, obtaining patient
insurance authorizations, referrals, and billing assistance for both Medicare and Private
Insurance Patients. Coordinate internal and external patient care including follow ups,
additional test ordered and procedures. Patient registration, appointment scheduling,
patient check in and out, payment processing, letters of medical necessity, ICD 9 and
CPT Coding. Prescription refills, lab scheduling, testing, and results.
References Available Upon Request