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Skills

  • Team management
  • Effective communication skills
  • CRM management for applicant tracking
  • Process equipment
  • Customer service
  • Advanced proficiency in MS Office Suite (Excel, Word)
  • Time management and prioritization
  • Relationship development
  • Eligibility evaluation and determinations
  • Application Review

Work Experiences

  • Achieved a 48% reduction in client follow-up inquiries.
  • Collaborated with external agencies to cross-reference applicant data, reducing fraud and misuse of method program funds by $6.
  • Sorted jobs that were relevant to candidates' interests and forwarded the information to them.
  • Authored a comprehensive eligibility manual.
  • Assessed client eligibility for metric.
  • Documented accurate descriptions of required job duties, working hours, and wages by writing job orders for employers.
  • I'm in charge of selling the FHA rate reduction program.
  • Achieved smoother transitions.
  • Collaborated with legal professionals.
  • Used social media platforms such as system and method to promote and market services.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Analyzed trends.
  • Achieved a 67% improvement in first-time approval rates.
  • Clear understanding of strategic planning and stakeholder engagement as well as risk assessment training.
  • Collaborates effectively with internal teams.
  • Authored key training materials.
  • Adept at managing a high caseload without compromising accuracy, with a 44% decrease in application errors due to enhanced intake protocols.
  • Supportive Eligibility Specialist with a strong commitment to customer service and extensive application engagement.
  • Dedicated to expanding job opportunities by forging strong bonds with employers and job seekers.
  • Collaborated with cross-functional teams.

Accomplishments

  • Reduced documentation errors by training staff on a new quality control checklist, leading to a 59% drop in re-submissions.
  • Created standardized checklists for documentation to decrease incomplete submissions by 74%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 4 in the development of system.
  • Resolved high-priority escalations within 10 hours, maintaining a customer satisfaction score of 51%.
  • Reduced unnecessary applicant follow-ups by developing an FAQ guide, decreasing repeated inquiries by 40%.
  • Maintained compliance with state and federal eligibility regulations resulting in zero audit findings in 2023.
  • Resolved product issue through consumer testing.
  • Handled inquiries and resolved case issues for over 7 applicants per quarter, reducing complaint escalations by 58%.
  • Delivered high-quality customer service to a diverse population, including bilingual support in Portuguese, ensuring equitable access for all applicants.

Affiliations

  • Certified Professional in Healthcare Quality (CPHQ) - 2019
  • Toastmasters
  • International Association of Privacy Professionals (IAPP)
  • Council for Affordable Quality Healthcare (CAQH) Enrollment
  • National Council on Aging (NCOA)
  • Project Management Institute
  • Association for Computing Machinery
  • Alliance for Health Policy
  • Local Medicaid/SSI Stakeholder Network
  • Academy of Medical-Surgical Nurses (AMSN)

Certifications

  • Advanced Case Management Certification
  • Certified Client Relationship Manager (CCRM)
  • Certified Public Accountant
  • Certified Healthcare Compliance Officer
  • Certified Health Insurance Navigator (CHIN)
  • Nonprofit Management Certification
  • Certified Nonprofit Professional (CNP)
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)

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