Customer Service Services
Resume:
Laurarene’ Ward
Poughkeepsie, NY *****
*************@*****.***
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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