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Skills

  • Collaborative problem-solving
  • Client outreach and education
  • Organization
  • Team building
  • Team management
  • Conflict resolution
  • Training program improvement
  • Applicant engagement
  • Communications
  • Relationship development

Work Experiences

  • Analyzed trends in eligibility determinations.
  • Collaborated with the compliance.
  • Achieved a 32% rate of compliance on internal audits.
  • Contributed to the strategic direction of the office.
  • Achieved resolution per one year.
  • Developed a standardized checklist for eligibility review that improved process consistency across 10 team members.
  • Kept up with labor market information and professional developments by visiting training providers, professional bodies, and employers.
  • Collaborated with IT to troubleshoot system issues, ensuring that application processing could continue without interruptions.
  • Created a tracking system for client inquiries.
  • Used ServiceNow and Jira to keep track of the candidate files and notes for over 2 candidates.

Summaries

  • Capable of managing escalated benefit disputes, working closely with internal teams to resolve 12 cases and advocating on behalf of clients.
  • Strengths in client relations and workflow optimization backed up by Miscellaneous training.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Eligibility Service Clerk is a multi-talented Eligibility Service Clerk who is consistently rewarded for planning and operational improvements.
  • Eligibility Specialist with a background in assisting people in understanding and obtaining affordable options.
  • Collaborative team member.
  • Through dynamic communication and exemplary engagement skills, a confident Eligibility Specialist is committed to promoting positive customer outcomes.
  • Adept at resolving client benefit disputes.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Within Miscellaneous, senior Eligibility Service Clerk and outstanding performer in risk assessment and vendor management.

Accomplishments

  • Conducted eligibility reviews and performed case audits, resulting in the discovery of 12 compliance issues and a corrective action plan that improved overall accuracy by 27%.
  • Collaborated with operations to establish a verification process that reduced fraudulent applications by 45%, ensuring that resources reached eligible recipients.
  • Initiated a customer outreach initiative that clarified benefit eligibility requirements, reducing incomplete applications by 49% and increasing approval categorization efficiency.
  • Assisted front-line customer inquiries thoroughly, reducing unresolved cases by 22% and ensuring applicants received timely responses regarding eligibility questions.
  • Streamlined front-line customer interactions, improving customer satisfaction scores by 52% and expediting the eligibility determination process.
  • Resolved product issue through consumer testing.
  • Resolved 80% of escalated eligibility determination inquiries in a timely fashion, fostering trust with applicants and improving client retention rates.
  • Optimized workflow processes in response to changing regulations by initiating a new tracking system, reducing average processing times by 21%.
  • Achieved Lean in program, which improved proficiency in eligibility determination and contributed to an increase of 79% in accurate approvals.
  • Developed and maintained a secure document retention system that ensured 46% compliance with jurisdictional policies and safeguarded sensitive eligibility data.

Affiliations

  • Society of Women Engineers
  • Association for Supply Chain Management (APICS)
  • Social Security Administration Alumni Association
  • National Association of Support Service Providers
  • Public Assistance and Welfare Fraud Investigators Working Group
  • American Medical Informatics Association
  • National Organization for Human Services (NOHS)
  • National Employment & Social Security Advocates Association
  • National Association of Social Workers
  • American Society for Public Administration (ASPA) – Social Equity Division

Certifications

  • Certification in Data Entry for Human Service Agencies HubSpot 2017
  • Certified Welfare Eligibility Technician 2023
  • Certified Employment Services Professional (CESP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Certification in Conflict Management for Public Administrators
  • Certification in Public Assistance Policy and Procedures program
  • Certificate in Timely and Accurate Eligibility Determination Ironclad Systems
  • Certified in Social Services Eligibility 2022
  • First Aid/CPR Certified

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