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Buncombe County Health & Human Services Resume Example

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BUNCOMBE COUNTY HEALTH & HUMAN SERVICES
Summary

Proven customer service management, administrative and training background within health care environments. Perceptive awareness of organizational goals with experience in contributing to various teams in the development of processes and solutions to reach those objectives. Strong interpersonal and communications skills that enhance customer service, training, networking, and promotional activities.

Skills
  • MS Office (Excel, Word, PowerPoint) Vista/Windows XP/ Windows '98
  • NC FAST
  • OLV & OVS
  • EBTedge
  • Work Number
  • SAVE
  • HHS programs/economic service knowledge
  • Client account management
  • Proficient in English and Spanish
  • Networking
  • Organizational Skills
  • Detail Oriented
  • Conflict mediation
  • Expert judgment and discretion
  • Time management
  • Critical thinking
  • Cisco
  • Healthmatic A-4 System
  • PCN Software
  • Sabre Software
  • LiveWire in Siebel (customer management)
Experience
Buncombe County Health & Human Services | 2011 to Current
Company Name - City, State
Income Maintenance Caseworker (IMC II) | 2012 to Current
Company Name - City, State
  • In depth analysis of public assistance applications to determined eligibility for benefits.
  • Effectively maintaining a score of 100% on reviews with correct benefits score..
  • Maintain up to date knowledge of NC FAST and all associated systems.
  • Maintain up to date knowledge of HHS programs and edibility requirements.
  • Participate in and successfully complete on-the-job training, including Moodle and Cultural Competency.
  • Plan and organize caseloads to ensure timely eligibility determinations weekly.
  • Analyze information from interviews, government websites, educational, and diagnostic evaluations to assess clients' abilities, needs, and eligibility for services.
  • Call clients to explain benefits process and verify eligibility criteria.
  • Cultivate effective fact-checking and research from daily reviews of program eligibility requirements.
  • Explain eligibility details to clients with kindness and respect.
  • Process benefits applications, including documents for food stamps and medical assistance.
  • Conduct in person and telephone interviews with applicants, explaining benefits process and which programs were available.
  • Perform careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Provide excellent service and attention to customers when face-to-face or through phone conversations.
  • Weekly reporting of case record reviews with supervisor.
Medicaider | 08/2011 to Current
Company Name - City, State
  • Implemented needs assessment mechanisms to identify demand for products and services.
  • Adhered to guidelines and enabled compatibility through effective analysis and troubleshooting.
  • Provided expert assessments of clients and their financial needs
  • Performed researched analysis to ascertain detailed client need.
  • Completed thorough interviews with independent judgment, discretion, and initiative.
Customer Assistance Specialist | 01/2008 to Current
Company Name - City, State
  • Manage diverse customer assistance, working closely with all levels of staff to clearly communicate and resolve customer needs and concerns, ensure the care and quality of communication systems, and provide essential information and assistance to the sales force.
  • Provide world-class customer service.
  • Respond to in-person, telephone, email, and fax inquiries, evaluate situations through obtaining pertinent customer information, and manage all customer concerns to a successful resolution.
  • Additionally, generated digital marketing website support and account management.
  • Maintain knowledge of company/business related responses; and record all interactions.
  • Communicate messages, actions taken and/or interactions to physicians and health care staff, as well as consumers via outbound teleservice and according to specific AstraZeneca Information Center outbound initiatives.
  • Support Field Sales through all stages of product launches, combined with outlining Health Care Provider needs to the AstraZeneca sales force in an effort to increase company revenues.
  • Developed and participate on an Information Sharing Team that meets weekly to share, research and address ideas, suggestions, questions or concerns and discuss departmental trends.
  • Work closely with leaders in various areas to bring about cost effective solutions that increase quality with no increase in cost.
  • Additionally, work with different brand liaisons in creating solutions to resolve concerns.
  • Established and current member of a Phone Line Testing Team, which provides daily monitoring of technical quality on all inbound/outbound phone lines, within the Information Center.
  • Work closely with the Technical Team to resolve problems, such as disconnecting or phone option not functioning.
  • Review and research feedback from customers concerning phone line use including malfunctions and levels of difficulty of use.
  • Develop solutions to improve the IVR.
Education and Training
CHUBB INSTITUTE - City
Diploma
Computer Network and Security, 2007
TRAVEL AND BUSINESS ACADEMY - City
Certificate of Completion (included Sabre)
2001
DENBIGH HIGH SCHOOL - City
Advanced Curriculum Diploma
1999
Certifications
Windows Server 2003 Cisco Computer Application I & II PCN Healthmatic A-4 System Electronic Medical Records LiveWire in Siebel (Customer Management) Avaya (Phone System)
Languages
Proficient in Spanish and English
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Resume Overview

School Attended

  • CHUBB INSTITUTE
  • TRAVEL AND BUSINESS ACADEMY
  • DENBIGH HIGH SCHOOL

Job Titles Held:

  • Buncombe County Health & Human Services
  • Income Maintenance Caseworker (IMC II)
  • Medicaider
  • Customer Assistance Specialist

Degrees

  • Diploma
    Certificate of Completion (included Sabre)
    Advanced Curriculum Diploma

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