Data Drives Talent Manager Colleen Miller to Excel

Colleen_Miller_HRDIn the nine months since joining the AHCCCS Human Resources Division as a Talent Development manager in the Organizational Development department, Colleen Miller has made significant organizational improvements. Analytical by nature and training, Colleen’s MA in Industrial/Organizational Psychology helps her use data to solve people-related problems. She is most interested in how data analysis can assess the impact and ongoing performance of employee development, retention, and engagement programs.

Within her first three months on the job, Colleen made measurable improvements to two employee surveys, changes that resulted in an 80 percent participation rate in a new onboarding survey, and a 70 percent improvement in exit survey participation.

The Organizational Development team is focused on providing opportunities for employee growth, and in that capacity Colleen says her scope of work is broader and more far-reaching than she originally expected. She especially enjoys the flexibility of designing research-based proposals

“Dynamic, ever-changing, engaging, and caring,” is how Colleen describes AHCCCS and her role. With her data-driven eye on improvement, it is future projects that most excite her. “We are getting to the point of having enough data to see patterns and create informed plans.”

AHCCCS is proud to recognize Colleen Miller for her contributions and impactful service to the State of Arizona.


Flight Attendant Turned Fraud Investigator Finds Career Niche

Heather Becker_OIGFraud investigation was not one of Heather Becker’s career goals. After earning a degree in Hotel, Restaurant and Tourism Management she worked as a flight attendant before deciding to re-career. While searching for her next career move, she joined AHCCCS in the Division of Member Services (DMS) as an Arizona Long Term Care Service (ALTCS) financial eligibility specialist, the first step on a career path she did not foresee.

With 3.5 years of ALTCS experience, Heather applied for an opening in the Office of the Inspector General (OIG) as a fraud investigator. She was hired for her acute insight, knowledge, and skills acquired from her DMS ALTCS caseload.

“We are public stewards, responsible for protecting tax payers against potential waste, fraud, or abuse.”

In her first eight months, Heather uncovered a potential member issue that was directly linked to a suspected fraudulent provider billing matter. Because of her knowledge of DMS and ALTCS, Heather was able to create collaboration between the divisions that provided deeper investigation into the issue.

“I definitely feel like I found my career niche,” said Heather, who plans to attend National Advocacy Center training in May and has set her sights on becoming a Certified Fraud Examiner. “I believe in the work of AHCCCS. As fraud investigators, we are public stewards, responsible for protecting tax payers against potential waste, fraud, or abuse. We are passionate about our work, and we have a sense of great accomplishment when an investigator completes a case and we are able to recover money owed to the State.”

We are happy that Heather found her niche at AHCCCS, and we recognize her excellent service to the State of Arizona.


Improving the Process Gives Leonor Arvizo Job Satisfaction

Leonor_Arvizo_DFSM“When I start a new job, I strive to learn it completely, from A-Z and I don’t want to leave until I’ve not only mastered it, but improved it in some way,” explained Leonor Arvizo. In her 13 years at AHCCCS, Leonor has accepted increasing responsibility, moving from second-shift Customer Service Representative through various roles including Supervisor in Division of Member Service (DMS) to her current roll as Processing Manager in the Division of Fee for Service Management (DFSM). In each position, she’s left an indelible mark on processes, systems and people. “I’m always asking, ‘How can we make this better, faster, more efficient, more responsive or better for our clients?’” she said.

“I don’t want to leave [a job] until I’ve not only mastered it, but improved it in some way.”

When Leonor accepted the Processing Supervisor role in August 2015 the Data Entry department had a backlog of 50,000 claims and a tired team trying to manage the workload. She turned her process improvement eye to the problem and devised a plan to use staff resources more efficiently. In less than one year, her Data Entry team had not only eliminated the backlog, but instituted a same-day claims processing policy. “As a leader, I rely on my team, those who are doing the work, to make suggestions and question whether we can do it better,” she said.

Leonor applied at AHCCCS on a friend’s recommendation; today she doesn’t see herself ever leaving. “I just love coming to work because I know I have a purpose. I provide quality service and I help AHCCCS meet its mission.”

For her hands-on management style and commitment to continuous improvement, we proudly recognize Leonor Arvizo for her service to the State of Arizona.