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Skills

  • Communications
  • Process improvement
  • Applicant engagement
  • Creating management reports on operational metrics
  • Data integrity maintenance in SAP
  • MS Office
  • Application Review
  • Team management
  • Eligibility Determination
  • Application processing efficiency

Work Experiences

  • Coordinated with healthcare professionals.
  • 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.
  • Collaborated with external agencies to verify applicant documentation and streamline approval processes, expediting authorizations by 14 days.
  • Conducted interviews with applicants and explained the scope of various benefits that were available.
  • Drove continuous improvements to the client intake process based on feedback, leading to a 68% client satisfaction rate increase.
  • Used social media platforms such as process and category to promote and market services.
  • Assisted in data analysis for a statewide benefits program review.
  • Delivered services within 14 days of request.
  • Decreased processing errors by 28%.
  • Achieved a 82% dispute resolution success rate.

Summaries

  • Income Maintenance Technician is a multi-talented Income Maintenance Technician who is consistently rewarded for planning and operational improvements.
  • Strengths in risk assessment and budget management backed up by Miscellaneous training.
  • Motivated professional capable of managing and monitoring member and group eligibility information.
  • Committed to improving workflow processes.
  • Client-focused professional with vast experience helping 39% of applicants understand available assistance programs and navigate complex eligibility criteria.
  • Collaborated with external agencies.
  • Assisted applicants in navigating complex eligibility criteria.
  • Achieved zero deficiencies during audits.
  • Alleviated application bottlenecks.
  • Achieved a 74% reduction in onboarding errors.

Accomplishments

  • Collaborated with community partners to identify and assist 43% more eligible non-English speaking applicants for state benefits.
  • Managed high-volume caseloads, regularly exceeding quotas and closing 9% of cases within state-mandated timelines.
  • Created a feedback loop by collaborating with clients, resulting in policy adjustments that better addressed community needs.
  • Worked closely with social services to ensure clients received comprehensive support, increasing program participation by 2 clients.
  • Assisted in successfully implementing a fraud detection program, decreasing overpayments by 22%.
  • Optimized outgoing communication templates, decreasing customer response time by 81% and improving program adherence.
  • Collaborated with team of 18 in the development of metric.
  • Worked with external contractors to create a fraud prevention system, reducing fraudulent claims by 70% and improving program integrity.
  • Documented and resolved process which led to initiative.
  • Processed over 7 claims during an emergency disaster response, securing critical aid within the past year for affected households.

Affiliations

  • Welfare Peer Technical Assistance Network
  • American Association of Health and Human Services Attorneys (AAHHSA)
  • Freemason
  • Association of Financial Crime Prevention Professionals
  • Project Management Institute
  • National Association of Child Welfare Administrators (NACWA)
  • National Association of Social Workers
  • American Society for Public Administration (ASPA)
  • National Conference of State Legislatures (NCSL)
  • Rotary International

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Google Certified Professional Cloud Architect
  • Certification in Medicaid and Medicare Services (CMMS)
  • Certified Client Services Representative (CCSR)
  • Apple Certified Associate (ACA)
  • Certified Diversion Specialist (CDS)
  • Certification in Food Assistance Programs (CFAP)
  • Accredited Case Manager (ACM) - Lakeside Partners
  • Certified Business Analysis Professional (CBAP)

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