Quality Assurance Customer Service

MAVIS CHAVEZ

CELL# 956-***-****

************@*****.***

Deloitte Corp. 1-614-***-**** Surge Support Analyst -REMOTE 500 West 2nd St Suite 1600 Austin, TX 78701

Experience working with state governmental agencies in all programs as an eligibility specialist.

•Previous technology adoption project experience in integrated eligibility systems

•Field support and/or training experience

•Strong interpersonal awareness

•Ability to maintain resolve under pressure.

•Exceptional interpersonal skills & professionalism

•Humility & Resistance, Organized, Detailed,

•Flexibility

Responsibilities:

•Evaluate data from various electronic and other sources to enter information into a computer-based eligibility system.

•Compute benefits based on eligibility determination.

•Use fact-finding techniques to obtain, relate and evaluate information provided by applicants.

•Read, understand, apply, and explain detailed regulations, policies, and all Gov. programs SNAP Medicaid, Medicare, SSI & exposed to STD

•Perform arithmetic functions, and analytical decisions.

•Manage time efficiently by establishing priorities in accordance with importance of deadlines.

RQA, INC. 630-***-**** Quality Assurance Manager & Independent Contractor 10608 W. 163rd Place Orland Park, IL 60467 (CURRENT) November, 2017 — Present (Contract) Remote-Evaluate product retrievals and epidemiology, retail quality audits, product recalls, consumer complaint retrievals which help companies assure the highest levels of product quality for consumer. Maintain excellent communication skills and attention to detail to a variety of projects. Travel to specific locations, follow detailed instructions, accurately record product data and complete projects within required deadlines: also requires to ship products to a specific location-lab, when contaminated.

Somatus Inc. 7/2021 to 03/2022 1861 International Dr Suite 600 (Community Health Worker) 1-855-***-**** (Remote)

CPLC-Texas Donna –( Case Manager for Reunification / ORR) 3-2-2021 (Temp-Position)

Conduct intake interviews of youth to gather information in regards to familial or sponsorship information to establish or verify the age of the child. Conduct interviews of family members, friends of the family, and/or sponsors to determine the integrity of the relationship and verify information received from minors within 24-48 hours upon admission to the shelter. Determine options available for youth within 48-72 hours and proceed with the required documentation to reunify youth with family in their home country or in the United States as deemed applicable. Initial Intake, Emergency Placement, and Preliminary Service Plan in accordance with, State and Federal requirements. Complete and submit reunification packets for initial review to the Designee. Submit completed reunification packet with an appropriate referral for the timely release of youth to designated ORR representative. Weekly updates to youth and telephonic updates to family members/sponsors with documentation. Ensure the provision of two weekly telephonic contacts with the family of origin, primary caregiver, and/or sponsor. Facilitate incoming calls to minors with the appropriate family members and other approved caregivers. Facilitate attorney-to-client contact as requested by youth.

Skybridge Americas / Matrix Medical Network – (Customer Service Agent -Temporary Position) 8/31/2020 to 12/22/2020 763-***-**** 310 4th Avenue S. Suite 5010 Unit 92077. Minneapolis, MN 55415 Responsible for promoting the benefit and scheduling of health risk assessments with members of health insurance plans. The Member Relations Team Member contacts health plan members and secures appointments for Comprehensive Health Assessment through a variety of channels. The assessments are designed to educate, inform and encourage patients and family members to participate in this program to improve their overall health and quality of life. Make calls to health plan members to coordinate and schedule. Accurately and concisely documents customer feedback and special needs indicated during each call in computer based system. Identifies by addressing member’s issues and anticipates future needs by providing information and Navigates in Windows-based systems for all appropriate access.

Charter Substitute Teacher Network p: 312-***-**** www.cstnchicago.com 7-1-2019 to 10/30/2019 - 73 W Monroe St, Chicago, IL, 60603 - (On call only) CSTN RGV Guest Teacher at all RGV Idea Public Schools (From P-K to 12 grade.)

Centene Corporation 800-***-**** (Behavioral Health Coordinator) June/ 2015 — Feb/ 2018

Service coordination collaborates and practices that assesses, plans, implements, coordinates, monitors, and evaluates the options and services required to meet the member's health and human service's needs. Meet in home with members to assess social determinants, screen for depression, develop care plan and assess health literacy along with community resources. Maintain regular contact with Members to ensure they are following through with care and referrals.

McAllen-VAIL (DARS)

March, 2015 — June, 2015 Bilingual Case Manager

Responsible for coordinating care for identified target populations such as Visual Impaired, Hearing Impaired disables aging, both a behavioral disorder and / or chronic disease, maintain data and track outcomes. Collaborate closely with care teams and leadership. Provide regular communication with involved community partners

Case Manager- Work Force Corp Office-CCS (WIT) 7/ 2015 — 2/2015

Assess Children Day Care's in the RGV to observe the appropriate usage of CCAA card. Watch closely for any misuse or fraud that occurs and report to supervisor with findings, Assess all rules are being followed and observed co-pays and logs are being implemented, share and educate any new information. Quality Assurance provided and implement Children's day cares are in compliance with regulations. Any other assignments issued by supervisor.

Texas Dept HHSC-Advisor III 1-800-***-**** 09-2009 — 06- 2015 . Determines eligibility, TANF, SNAP & Medicaid Programs: Interviews, documenting, investigations, information gathered, determining benefits, verifying case data, explaining program benefits and requirements, reviews, continuous service; Obtain and calculate income and resources to determine client financial eligibility. Process changes, status, overpayments, adjust or restores benefits. Communicates internally or externally (S S A, Attorney General/ Child Support Division, /Convicted felonies, Provide, exchange, or verify information, answer inquires, address issues, resolve problems or complaints. Review Eligibility for ongoing services, establish priorities according to importance and deadlines, set goals, manage time effectively, identify conflicting information by clients or authorized representative, carry a high volume case load and able to operate computer with agency's various systems.

Loving Touch Adult Day Care, Edinburg, TX. (DADS) - DIRECTOR

March, 2007 — August, 2009

Supervise 5 Attendants' and 2 kitchen staff, able to effectively operate an adult day care, in compliance with the Texas Department of Aging and Disabilities and Texas Department of Agriculture, codes and regulations: Assure excellent quality service and appropriate information on TNAF, Texas State benefits Client rights. Provide good etiquette, verbal, phone or data. Serve the elderly with respect and provide proper medical care, exercise, good nutrition and activity. Take the elderly to appointments, grocery shopping, food banks, special field trips, and secured the safety and needs while at the center Work closely with DADS to provided benefit assistance; Unit Administration, management work and explanation of new regulations. Ability to give and/or follow oral instruction. Organize and prioritize, able to be detailed, compose correspondence complete reports in a timely manner and able to relay, establish and communicate effectively, while maintaining a good working relationship & replace the attendance work role in their absence. Interview clients and do a social history upon a new arrival; acknowledge department policies of contracted agencies.

Texas Juvenile Justice Department-Evans Regional Juvenile - (Program Administrator)

July, 2006 — March, 2007 Responsible for ``satisfactory performance standards'' of a 96 unit dorm, JCO & 5 CMs. Planning organizing, coordinating detailed requirements for residential program of youth the proper program treatment is being conducted. Work closely with Psychology & Education Depts, to assure the youth are reaching their academic standards and special conditions are being met. Conduct internal investigations, Review and interview injured staff, do level hearing on youth that are in violation of facilities rules. Interview for employment and evaluations along with termination, schedules, time sheets.

Texas Department of Protective Services

(Adult Protective Specialist II)

February, 2004 — July, 2006

Assisted in the investigations of abuse, neglect or exploitation to adults and Child Protective Services cases. Work closely with law enforcement, physicians, Court system, community, to protect the rights of the disabled & elderly. Referrals to ss promote the safety, independence, and quality-of-life for vulnerable adults who are, or are in danger of, being abused, neglected by self or others, or financially exploited, and who are unable to protect themselves. Met all needs and safety of the senior citizen. Secured their safety. Responding quickly in a crisis situation involving vulnerable adults in an abusive/neglectful situation. Interacting objectively with people who have abused adults in their care. Educating clients in order to change behavior that led to abuse, neglect, or exploitation.

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