Laurarene’ Ward

Poughkeepsie, NY *****

518-***-****

absys7@r.postjobfree.com

Laurarene (Laura) Ward

Career Overview

Results driven Professional Customer Services/Social Services Representative with proven ability to

establish rapport with clients. Two credits from receiving a Bachelor's in Human Services with a minor in

Sociology and Criminal Justice. I currently have an Associate’s Degree in Business Office Technologies.

Demonstrates strong communication skills and ability to establish rapport with clients. A self motivated

innovator with a record of success in troubleshooting and problem resolution. Leads by example and

establishes a professional work environment based on respect.

Accomplishments

Earned highest marks for customer satisfaction, by playing key role in management of reception area at

the Department of Social Services by becoming acting Principle Examiner.

Demonstrated sense of urgency in busy Social Services environment.

Demonstrated outstanding problem solving skills and active listening skills able to diffuse difficult

customer situations with tact and ease.

Assisted customers over the phone regarding agency operations, policies and procedures.

Acknowledged for unwavering commitment to providing exceptional customer service.

Work Experience

Health Care Associate (HCA1)

February 2012 – December 2012

Planned Parenthood – Poughkeepsie, NY

Answering incoming telephone calls according to PPHP protocol. Answer callers' request regarding hours,

services, directions, prices, referrals, etc. Forward callers with medical questions and concerns to

appropriate health center staff. Ask appropriate questions to determine type of visit patient needs.

Schedule patient appointments on CIS using existing registration information or by processing a “mini”

registration. Accurately record insurance information on system verifying that coverage is in effect; verify

insurance covers services being requested. Obtain preauthorization for services from third party insurers

as needed and provide detailed documentation of such authorization. Perform sliding fee scale

assessment as required. Enter prescriptions into Ahlers Central Pharmacy system and process as

needed by patients. Provide all information to ensure that the patient is prepared for his/her visit to a

PPHP health center, collected co pays and tallied cash and entered into daily spreadsheet.

Social Welfare Examiner (Medicaid)

August 2008 to November 2010

Schenectady County Department of Social Services – Schenectady, NY

Implemented new processes and systems for improving customer service satisfaction. Trained reception

staff in new processes and systems for improving customer service

Provided customer service for an average of 300+ calls per day, answering customer inquiries, and

solving customer problems

Evaluated qualifications for Medicaid, Family Health Plus, and the Medicaid Spend down Program,

Medicare Savings Program, and the Working Persons with Disabilities program based on information

received from customers' and made determinations in accordance with program policies and procedures.

Data entered this information into computer via wms (welfare management systems)

Monitored on going eligibility based on under care and recertification documentation submitted.

Worked closely with manage care representatives to insure timely processing of managed care

information to ensure customers were enrolled promptly and disenrolled timely.

Social Welfare Examiner (Temporary Assistance)

January 2002 to August 2007

Schenectady County Department of Social Services – Schenectady, NY

Explained Self sufficiency message to customers, in order to reinforce personal responsibility objective

with an emphasis on becoming independent by exploring opportunities for diversion from assistance.

Evaluated qualifications for financial assistance programs (Temporary Assistance, Medicaid, and Food

Stamps based on information received from customers and made determinations in accordance with

program policies and procedures.

Data entry of all documentation

Set up clients for welfare to work programs and monitored activities to help clients become employed

Managed caseload of over 174 clients

Assistant Director Women's Shelter

September 1999 to January 2002

Salvation Army – Schenectady, NY

Interviewed customers to determine shelter placement while formulating a comprehensive service plan

and scheduled one on one to update and review goals to be met.

Provided outreach, case management, counseling, advocacy, and made referrals.

Scheduled other agencies to provide programs at the shelter, such as Domestic violence, and grief

counseling. Developed reputation as an efficient service provider, executing high levels of accuracy and

money management. Compiled weekly monetary reports and records for agency, logged daily shipped

and received orders, trained new employees by providing knowledge of specific agency tasks and

policies, scheduled staff, weekly inventory pickups and deliveries with vendors.

Final position: Acting Director

Social Welfare Examiner (Temporary Assistance)

September 1993 September 1998

Schenectady County Department of Social Services – Schenectady, NY

Explained Self sufficiency message to customers, in order to reinforce personal responsibility objective

with an emphasis on becoming independent by exploring opportunities for diversion from assistance.

Evaluated qualifications for financial assistance programs (Temporary Assistance, Medicaid, and Food

Stamps based on information received from customers and made determinations in accordance with

program policies and procedures.

Data entry of all documentation

Set up clients for work programs and monitored activities to help clients become employed

CPR certified 2012 2014

Educational Background

Empire State College

Bachelor’s in Applied Science

Community and Human Services

Current March 2013

Coursework includes: Human Services and Criminal Justice

Dutchess Community College

Associates in Applied Science

Poughkeepsie, NY, United States

Business Office Technologies

Associates in Applied Science

Penn Foster College

Online Philadelphia

Medical Billing and coding (current) degree February 2013

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