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Skills

  • Interdepartmental communication
  • Business operations
  • Communications
  • Organization
  • First Aid/CPR
  • Root cause analysis
  • Stakeholder engagement
  • Appointment scheduling
  • Proficiency in Salesforce
  • Training and development

Work Experiences

  • Communicated eligibility decisions clearly to applicants.
  • Communicated eligibility decisions clearly to applicants, improving client satisfaction scores by 51% in 2017.
  • Contributed to the development of a comprehensive eligibility framework.
  • Achieved a 75% reduction in processing errors.
  • Analyzed trends in eligibility determinations.
  • Collaborated with social services to cross-verify data and ensure applicants' compliance with additional welfare programs, increasing program alignment by 64%.
  • Achieved a 82% improvement in eligibility review accuracy.
  • Reviewed applications for various aid programs and determined which individuals met the eligibility requirements.
  • Consistently exceeded performance targets.
  • Addressed discrepancies in applicant documentation.

Summaries

  • Boosted team accuracy by 30%.
  • Supportive Eligibility Specialist with a strong commitment to customer service and extensive application engagement.
  • Talented performer who has provided information, direction, and resource material for over 4 years.
  • Client-driven specialist.
  • Competent in managing daily operations and caseloads, achieving processing goals of 14 applications with a consistent accuracy rate above 57%.
  • Collaborative and analytical Program Eligibility Specialist.
  • Achieved a 50% reduction in application processing times.
  • Employers and community organizations are contacted to identify job opportunities for clients.
  • Adaptable professional with expertise in fraud detection.
  • Within Customer Service, senior Program Eligibility Specialist and outstanding performer in project management and client relations.

Accomplishments

  • Led a data cleaning initiative, eliminating 80% of outdated information from participant databases, which improved reporting accuracy.
  • Successfully handled 14 eligibility interviews monthly, regularly achieving a 50% accuracy rate in determinations across all cases.
  • Generated monthly reports for upper management, synthesizing program participation data for 6 participants, which highlighted demographic trends and usage rates.
  • Conducted outreach and informational sessions in Spanish, increasing benefit applications from historically underserved groups by 73% and diversifying the applicant pool.
  • Used attention to detail and critical thinking to resolve 8 discrepancies in applicant records, restoring accurate benefit delivery in all cases.
  • Recognized with Top Performer for delivering exceptional customer service and processing eligibility determinations for over 5 applicants per month, contributing to a 25% decrease in wait times.
  • Utilized advanced client advocacy techniques to ensure nearly 62% resolution of complex benefit disputes within 15 days.
  • Provided case management for 7 high-risk clients, ensuring 100% accuracy in eligibility verification and compliance with program deadlines.
  • Translated program documentation into Mandarin, enhancing understanding and improving application submission rates by 58% in that language group.
  • Designed a streamlined workflow for benefit eligibility determinations in Workday, boosting productivity by 54% and lowering error rates.

Affiliations

  • Association for Computing Machinery
  • International City/County Management Association (ICMA)
  • National Association of Benefits Eligibility Professionals (NABEP)
  • Medicaid Quality and Reform Associates (MQRA)
  • Association of Information Technology Professionals
  • National Human Services Data Consortium (NHSDC)
  • Certified Professional in Public Benefits Program (CPPBP)
  • The Institute for Brazilian Healthcare and Welfare Management (IBHWM)
  • Association for Public Policy Analysis and Management (APPAM)
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Credentialed Government Benefits Administrator (CGBA)
  • Certified in Federal Healthcare Programs (CFHP)
  • Certified Medicaid Planner (CMP)
  • Salesforce
  • Certified Case Manager (CCM)
  • Certified Human Services Counselor (CHSC)
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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