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Skills

  • Team management
  • Team building
  • Collaboration with Interdisciplinary Teams
  • Problem resolution
  • Communications
  • Appointment scheduling
  • Advanced knowledge of initiative
  • Customer service
  • Business operations
  • Eligibility workflow automation

Work Experiences

  • Provided re-employment services, job clubs, and job search assistance, as well as job-seeking skills training in group and individual settings.
  • Followed guidelines when reviewing applicant data to determine eligibility for financial assistance.
  • Contributed to team success by actively participating in cross-departmental workshops to identify shared pain points in the eligibility process and develop unified solutions.
  • Achieved a 48% reduction in client follow-up inquiries.
  • Communicated eligibility determinations to 15 clients each quarter, providing step-by-step guidance on next steps when denied in order to decrease appeals by 83%.
  • Authored a comprehensive eligibility manual used across 7 departments, successfully reducing training time for new hires by 51%.
  • Used computer-assisted guidance packages such as skills assessment tools, career planners, psychometric tests, and personal inventories to help clients determine their strengths and weaknesses.
  • Reviewed applications for various aid programs and determined which individuals met the eligibility requirements.
  • Documented accurate descriptions of required job duties, working hours, and wages by writing job orders for employers.
  • Collaborated with external agencies.

Summaries

  • Adept at providing guidance and support to clients through difficult eligibility decisions, helping to find alternative resources and minimizing appeals.
  • Considered a team player who excels at multitasking.
  • Adheres to internal best practices.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Achieved a 27% reduction in incomplete submissions.
  • Professional with experience in job interview techniques and ServiceNow who is responsive and dependable.
  • Achieved a 28% increase in completed applications.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved rapid case resolution.
  • Achieved a 67% improvement in first-time approval rates.

Accomplishments

  • Negotiated with third-party agencies to resolve eligibility disputes, reducing disputes by 20% within 18 months.
  • Handled inquiries and resolved case issues for over 7 applicants per quarter, reducing complaint escalations by 58%.
  • Resolved product issue through consumer testing.
  • Led outreach efforts to inform system about available services, increasing program enrollment by 28%.
  • Reduced unnecessary applicant follow-ups by developing an FAQ guide, decreasing repeated inquiries by 40%.
  • Provided real-time feedback to applicants during intake interviews, decreasing follow-up interactions by 80% due to a clearer understanding of documentation needs.
  • Analyzed client files for eligibility accuracy, resulting in a compliance rate of 39% across all cases.
  • Coordinated with the finance team to expedite payment processing from 3 days to 14 days, ensuring timely service for all applicants.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Improved customer satisfaction by 18% through creating and implementing a callback protocol for incomplete applications.

Affiliations

  • International Association of Privacy Professionals (IAPP)
  • Association of Community Affiliated Plans (ACAP)
  • International Association of Administrative Professionals
  • Council for Affordable Quality Healthcare (CAQH) Enrollment
  • Center for Medicare Advocacy
  • Project Management Institute
  • Public Health Accreditation Board (PHAB)
  • National Association of Social Workers
  • Freemason
  • Certified Professional in Healthcare Quality (CPHQ) - 2019

Certifications

  • CompTIA A+ Technician
  • Certified Public Accountant
  • National Health Service Corps Certification - Community Engagement
  • Certified Healthcare Compliance Officer
  • Certified Business Analysis Professional (CBAP)
  • Certified Social Work Case Manager (C-SWCM)
  • Certified Medicaid Planner (CMP)
  • Healthcare Regulatory Compliance (HRC) Certification
  • Certified Healthcare Access Manager (CHAM)
  • Certified Public Assistance Specialist

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