Zaynab B. Ameen

ad1u40@r.postjobfree.com https://www.linkedin.com/in/zaynabameen

QUALIFICATIONS

More than ten years’ experience in social and human services delivering high-quality case management, customer service, eligibility determination, appeals, and crisis response to diverse populations.

Demonstrated ability to lead teams for government programs remotely with a sense of mission, dedication, and urgency to projects that focus on compliance with applicable regulatory requirements, policy, and procedures without compromising performance metrics.

Complex problem solver with high attention to detail that can make independent determinations of initial and continuing eligibility for applicants and program participants through research, reviewing, and accessing source documents.

Expertly navigates multiple software windows efficiently to research databases, correct data entry errors, update profiles, process applications, and make qualified payments.

Proficient in medical and pharmacy terminology, HIPAA, and Protected Health Information (PHI) compliance.

Strong Administrative and Clerical Skills: Operate office equipment, data entry, analyze source documents, recordkeeping, and generate detailed reports. Intermediate Typing Skills: 55 WPM (98% accuracy).

Software Proficiency: MS Office Suite, Outlook, Adobe, CHILDS, NextGen/EMR, Credible, Child Plus, Acuity Scheduling, Salesforce, Yardi, Metro, Assessment Analyst GAMA.

EDUCATION, TRAINING & DEGREES

Bachelor of Arts, Double Major: Community Psychology and Society, Ethics & Human Behavior August 2014

University of Washington Bothell, GPA: 3.69, Phi Theta Kappa, Alpha Chi Zeta

Certificates of Completion: Nevada Job Coach Training and Nevada Job Development Training Series February 2018

Associate of Occupational Sciences, Major: Medical Assisting and Pharmacy Technology June 2004

ASA Institute, Brooklyn, NY, 42 credits

Mercy Maricopa Behavioral Health Integrated Care Training, AZ, 162 Hours June 2017

PROFESSIONAL EXPERIENCE

Legal Class Verification Clerk II, Acro Service Corp., Contract, Phoenix, AZ June 2023 – October 2023

Ensured that property records are accurate and current by reviewing and processing reports from various divisions/departments,

internal and external to the Assessor’s Office.

Created and updated new or existing property accounts, and reviewed ownership records to ensure all applicable information was captured.

Maintains consistency and accuracy with constituent submissions in comparison with Assessor records, identifies differences, and takes.

steps to resolve discrepancies; exercise judgment to determine when more in-depth research is necessary.

Researched parcels, created, and updated ownership history, contacted property owners to obtain and clarify information and

coordinated with appraisers for property re-checks to obtain or clarify information.

Supported the timely and accurate processing of changes to property values such as Notice of Correction, Notice of Claim, and

the creation of resolutions to reflect changes and results of property owner appeals.

QA/QC Analyst, Witt O’Brien’s, Contract, Remote May 2022 – Jan 2023

Supervised a team of Case Auditors that provided financial assistance of up to 50K per eligible Homeowner affected by the COVID-19

pandemic in the state of Delaware as principal reduction assistance for a modification of the reinstatement of delinquent payments and

inclusive of property-related charges (property taxes, HOA fees).

Performed quality assurance by meeting and exceeding project standards, processing applications within the program framework, and

approving payments whilst adhering to team directives, and state, and federal policy guidelines.

Facilitated weekly team meetings to provide auditors with policy and procedure updates, identify problems with productivity,

assign tasks to individuals, boost morale, and discuss ways to improve the program.

Utilized analytics to optimize existing fraud strategies to reduce duplicate, false applications, and overpayments.

QA/QC Analyst and Case Reviewer, Technosoft Corporation, Contract, Remote May 2021 – March 2022

Assisted the States of Wyoming and Kansas in designing, implementing, and executing the program administration activities related to

the U.S. Treasury Emergency Rental Assistance (ERAP) Program that was eligible for rental, utility, and other expenses related to

housing incurred due to the COVID-19 pandemic.

Conducted a thorough review and obtained necessary qualifying information to support rental assistance eligibility and/or appeals.

Research and gather information from claimants, representatives, employers, and landlords to decide on the right to receive ERAP.

assistance for delinquencies and future charges.

Patient Care Advocate, Express Scripts, Tempe, AZ June 2019 – September 2019

Managed inbound and outbound member, provider, and physician call related to pharmacy benefits.

Assisted members in understanding and maximizing the use of their pharmacy distribution program, while maintaining productivity standards and performance guarantees where applicable.

Maintained accurate and complete documentation of all inquiries to improve customer service and reduce legal concerns.

Clinical Care Coordinator, Touchstone Health Services, Mesa, AZ November 2018 – March 2019

Oversaw moderate to high-needs mental health case management, clinical perspective, and service coordination for children (6-17 years) and their families following the Arizona Practice Model 12 Principles.

Coordinated and facilitated Child and Family Team (CFT) meetings to discuss the client's progress, update the service plan, and evaluate treatment goals.

Completed comprehensive service member intakes, interviews, strengths assessments, clinical annual assessments, and crisis/safety plans with families by Regional Behavioral Health Authority (RBHA) and ADHS guidelines.

Direct Support Professional, Odyssey Services Corporation, Mesa AZ August 2017 – September 2020

Provided habilitation services for children and adults with developmental disabilities; assisted clients with acquiring, retaining, and improving communication, self-help, adaptive skills, independent living, and any other goals set by the support team.

Respite for families with moderate to severely disabled children; successfully de-escalates aggressive behaviors and sensory meltdowns, prepares meals, assists with daily living, behavior modification, and socialization skills.

Participated in Individual Service Plan (ISP) meetings to develop a client’s individualized plan of support.

Administered employment support by providing one-to-one, on-the-job follow-along services; evaluated work skills and capacities, to retain competitive employment.

Submitted billing on time, maintained accurate client records, and submitted detailed progress reports.

Case Manager, Jewish Family & Children’s Service, Mesa, AZ January 2017 – July 2017

Implemented mental and behavioral health case management for clients (0-17 yrs. old) in child protective (DCS)custody.

Performed out-of-office case management and home visits to assess the client and/or their family’s needs; monitored the clients’ interventions and delivery of services, offered additional resources and community support.

Facilitated Child & Family Team (CFT) meetings to identify clients’ treatment needs, address concerns, develop individualized service plans (ISP), and refer clients for outpatient services (counseling, evaluations, medication monitoring).

Documented service plans, progress notes, and all required documentation into the Electronic Medical Record system.

Child Safety Specialist II, Arizona Department of Child Safety, Phoenix, AZ May 2015 – June 2016

Ongoing case manager for Indian Child Welfare Act (ICWA) and non-ICWA families involved in child protective services; identified families need, developed appropriate case plans, performed monthly visits to ensure that all foster children’s basic needs were being met and they received the appropriate education, medical, behavioral, and mental health services.

Conducted adult and children’s interviews to assess allegations of neglect and/or abuse by family or temporary placements.

Referred parents for reunification services in the community and monitored their progress with substance abuse testing and treatment, parenting classes, housing, employment, domestic violence counseling, and/or mental health services.

Documented participants’ interactions with persons associated with their case, maintained up-to-date hardcopy client files and accurate electronic case notes, and secured confidential documents following the agency’s policy and procedures.

Facilitated case plan staffings with attorneys, Tribal workers, and/or other service providers.

Prepared comprehensive reports to apprise service providers and the judicial system about the family’s needs and progress.

Testified in court as needed to take children into custody, reunify them with their family, or terminate parental rights.

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