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Skills

  • Effective communication skills
  • Program knowledge
  • Interviewing techniques
  • Team management
  • Appointment scheduling
  • Data tracking and analysis
  • Interdepartmental communication
  • Application Review
  • Supervision
  • Cross-functional collaboration

Work Experiences

  • Collaborated with interdepartmental teams.
  • Assessed eligibility of applicants for emergency services.
  • Used social media platforms such as procedure and standard to promote and market services.
  • Achieved a 75% reduction in processing errors.
  • Contributed to the development of a comprehensive eligibility framework.
  • Sorted jobs that were relevant to candidates' interests and forwarded the information to them.
  • Collaborated with social services to cross-verify data and ensure applicants' compliance with additional welfare programs, increasing program alignment by 64%.
  • Communicated eligibility decisions clearly to applicants, improving client satisfaction scores by 51% in 2017.
  • Analyzed trends in eligibility determinations.
  • Consistently met 3 daily processing goals.

Summaries

  • Achieved a 50% reduction in application processing times.
  • Supportive Eligibility Specialist with a strong commitment to customer service and extensive application engagement.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Competent in managing daily operations and caseloads, achieving processing goals of 14 applications with a consistent accuracy rate above 57%.
  • Program Eligibility Specialist with 12 years of successful project management and data analysis experience.
  • Professional with experience in job interview techniques and HubSpot who is responsive and dependable.
  • Achieved processing goals of 16 applications.
  • Adept at monitoring and improving eligibility determination processes, driving a 79% reduction in application processing times.
  • Costs were consistently reduced while profits were increased.
  • Professional who is well-organized and has excellent communication and multitasking skills.

Accomplishments

  • Utilized advanced client advocacy techniques to ensure nearly 62% resolution of complex benefit disputes within 15 days.
  • Resolved product issue through consumer testing.
  • Contributed to policy discussions with legislators, providing on-the-ground insights that informed 23% of policy updates affecting eligibility processes.
  • Facilitated conflict resolution between program applicants and intake staff, minimizing delays and miscommunication while improving service ratings by 21%.
  • Received accolades from upper management for reducing the backlog of applications from 8 to 18 within a two-week timeframe.
  • Revamped customer complaint resolution processes, decreasing resolution time by 17 days and increasing overall applicant satisfaction by 75%.
  • Used attention to detail and critical thinking to resolve 8 discrepancies in applicant records, restoring accurate benefit delivery in all cases.
  • Translated program documentation into Mandarin, enhancing understanding and improving application submission rates by 58% in that language group.
  • Documented and resolved system which led to method.
  • Collaborated with IT team to integrate Salesforce into the eligibility screening process, reducing manual errors by 67%.

Affiliations

  • International Public Health Data Standards Organization (IPHDSO)
  • American Public Human Services Association (APHSA)
  • International Council of Nurses
  • Project Management Institute (PMI) - Public Sector Chapter
  • International City/County Management Association (ICMA)
  • National Association of Program Specialists and Administrators (NAPSA)
  • Program Administrators in Public Assistance Organizations (PAPAO)
  • Association for Public Policy Analysis and Management (APPAM)
  • Jaycees
  • International Association for Public Participation (IAP2)

Certifications

  • Certified Child Welfare Specialist (CCWS)
  • Credentialed Medicaid Services Coordinator (CMSC)
  • Certified Benefits Technician (CBT)
  • Certified Eligibility & Enrollment Specialist (CEES)
  • Qualified Mental Health Professional (QMHP)
  • Certified in Public Health Systems (CPHS)
  • Apple Certified Associate (ACA)
  • Certified Eligibility Worker (CEW)
  • SHRM Certified Professional (SHRM-CP)
  • Center for Public Excellence's Certified Government Benefits Specialist (GBS)

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