Margaret-Ann Swift
Severna Park
Summary
Results-oriented Manager with over 45 years of experience in administration and operational support. Expertise in driving organizational success through effective team leadership, employee engagement strategies, and problem-solving skills. Proven ability to adapt in fast-paced environments while maintaining high standards of work quality and efficiency.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Self-Directed Services-Stakeholder Relations Manager
Fello
06.2024 - 04.2026
- The Stakeholder Relations Manager will manage the Stakeholder Relations Specialists team in the customer services functions of Self-Directed Services, working to exceed stakeholder expectations.
- Engaged with Leadership Council to influence policy changes and drive operational improvements.
- Ensured compliance with all customer service contract requirements, utilizing resources of Stakeholder Relations team and other Self-Directed Services areas.
- Ran reports, analyzed data from ticketing system, monitored ticket statuses for timely resolution, and coordinated with team to research complex ticket resolutions.
- Formerly The Arc Central Chesapeake Region
Self-Directed Services-Stakeholder Relations Specialist
The Arc Central Chesapeake Region
03.2019 - 06.2024
- Provided administrative and customer service support, process and technical guidance, and facilitated workflow for participants and teams in Self-Directed Services.
- Facilitated resolution of customer service and technology-related inquiries through calls, emails, and tickets requiring agency response.
- Acted as the initial point of contact for daily stakeholder communications through calls, emails, and tickets.
- The Stakeholder Relations Specialist collaborated across the team to promote efficient resolution strategies for Self-Directed Services processes.
Self-Directed Services-Onboarding and Payroll Specialist
The Arc Central Chesapeake Region
03.2017 - 03.2019
- The Onboarding Specialist collects and organizes new hire paperwork.
- Inform Support Broker and participant of any incomplete or missing documentation needed to complete the employee's new hire packet.
- Submit Background Checks and notify participant and Support Broker with results.
- Upon receipt of all documentation a clearance/start date is issued to onboard the employee.
- Maintained Employee & Vendor Onboarding Smartsheet to ensure employees and Support Brokers remained current on certifications and required documentation.
- Once cleared to work, employee information is added to Paycom, FMSE and Bill.com.
- The Payroll Specialist ensured all new hires are set up in Paycom/PCOL prior to final payroll transmittal (i.e., tax withholding forms, direct deposit, salary, and address changes).
- Assisted with accurate and timely processing of 1000+ timesheets, including coding, red penning, and sorting by department and alphabetically.
- Accurately key hours on pay grid in Paycom/PCOL.
- Pull timesheets of employees with expired certifications.
- Informed Support Broker and participant of expired certifications.
- Review pre-processing report against timesheets.
Receptionist/Office Administrator
The Arc Central Chesapeake Region
05.2015 - 03.2017
- Answer incoming and interoffice calls, transfer to the appropriate staff.
- Open, stamp and distribute mail.
- Managed office supply inventory and ordered for three offices to ensure consistent availability of essentials.
- Prepare weekly staff schedules for the Administrative Office.
- Prepare three Conference Room schedules in two locations.
- Maintained daily cash receipt journals and prepared weekly deposits to ensure accurate financial tracking.
- Reviewed receipts monthly for 33 homes to ensure accuracy and compliance.
- Compiled expenditure reports and distributed operating cash monthly to support budget management.
Employment Supports for two participants
The Arc Central Chesapeake Region
10.2013 - 05.2015
- Transported business owner with intellectual disability to six locations, facilitating operations by managing cash handling and inventory replenishment.
- Served as receptionist at main office of The Arc, managing incoming calls and welcoming visitors to ensure smooth office operations.
- Implemented a desk reference guide that is beneficial, not only to her, but also anyone from the office who may answer the phone and need to find where to transfer a call.
- Trained receptionist in effective phone etiquette and call transferring techniques, enhancing communication efficiency within the office.
Administrative Services Manager
Retina Associates, PC
09.2008 - 02.2011
- Managed 8-10 employees across six locations, handling staff scheduling, hiring, evaluations, and terminations.
- Updated Administrative Policy and Procedure Manual to ensure compliance and operational efficiency.
- Reviewed all charts for compliance.
- Compiled daily administrative budget information.
- Assessed mileage and clothing reimbursement requests for accuracy.
- Coordinated On-Call schedule for 19 Ophthalmologists over two years, collaborating with Chief of the Department.
- Performed screening and dilations of patients.
- Performed Optical Coherence Tomography Scans.
Front Office Supervisor
Arundel Ambulatory Surgery Center
07.1998 - 09.2008
- Managed daily operations for Front Office Staff, Insurance Coordinator, and Schedulers, ensuring smooth workflow and effective patient interactions.
- Coordinated scheduling for 16 surgeons across two Operating Rooms, optimizing utilization and minimizing delays.
- Audited charts for compliance with Joint Commission standards, contributing to quality assurance and regulatory readiness.
- Contributed to two exemplary Joint Commission reviews.
Education
Bachelor of Science - Health Administration
University of Phoenix
Online Campus01-2010
Skills
- Stakeholder engagement
- Project management
- Program Development
- Client Relations
- Management
- Data analysis
- Analytical thinking
- Problem solving
- Organization
- Attention to Detail
- Communication
- Conflict resolution
- Professional
Awards
- People First Award, 03/01/14, Received this award for consistently demonstrating activities to promote the advancement of those strengths and abilities.
- Certificate of Recognition in Honor of Nomination for the Excellence in Direct Support Award, 05/01/14, By the Maryland Association of Community Services.
Work Environment
Able to work remotely or in an office environment without distractions. Ability to use all office equipment.
Certification
- CPR, Fello, 2025
- First Aid, Fello, 2025
Timeline
Self-Directed Services-Stakeholder Relations Manager
Fello
06.2024 - 04.2026
Self-Directed Services-Stakeholder Relations Specialist
The Arc Central Chesapeake Region
03.2019 - 06.2024
Self-Directed Services-Onboarding and Payroll Specialist
The Arc Central Chesapeake Region
03.2017 - 03.2019
Receptionist/Office Administrator
The Arc Central Chesapeake Region
05.2015 - 03.2017
Employment Supports for two participants
The Arc Central Chesapeake Region
10.2013 - 05.2015
Administrative Services Manager
Retina Associates, PC
09.2008 - 02.2011
Front Office Supervisor
Arundel Ambulatory Surgery Center
07.1998 - 09.2008
Bachelor of Science - Health Administration
University of Phoenix