Office Assistant Water Department

Emma G. Wiggins

**** ********* ****** *******, ** 23523

757-***-**** / 757-***-**** *********@***.***

Professional Summary

I am a positive, proactive, and productive professional with over 30 years of experience in Customer Service, Administrative Services, and Leadership. I am an Office Assistant who enjoys supporting my team in ways that make a difference within the organization. I strive to be a Servant Leader upholding the standards and values of the company/organization.

Several years’ experience of local, state and federal policies and programs Able to make rational decisions on controversial and sensitive matters Knowledgeable of other agency benefit programs

Over 5 Years of experience in determining eligibility Works closely with partner agencies and/or contractors Experience in Microsoft Office, Excel, Intranet, fax machine/barcodes, scanner, and laser fiche Office Support Specialist June 2018 – Present

Virginia Department of Public Health / WIC Program Virginia Beach, VA

Main receptionist for the largest WIC office in Virginia Beach.

Provide customer service to all WIC participants and visitors.

Manage clinic schedule by scheduling, canceling and rescheduling WIC appointments.

Send out appointment reminders to participants, to ensure they avoid any lapse in benefits.

File all past and present clinic schedules in accordance with state regulations.

Receive and process WIC verification letter requests and ensure proper delivery to participants.

Review and screen online WIC application to see if they are eligible for initial appointment. Eligibility Worker l May 2015 – May 2018

City of Virginia Beach Department of Human Services Virginia Beach, VA

Accurately applied policy and procedure to process applications for Snap and Medicaid.

Provided the necessary referrals to various agencies for assistance with client needs.

Interviewed applicants and recipients to determine eligibility for Snap and Medicaid.

Monitored case reports and maintained case records. Case Management Specialist May 2007 – July 2014

Norfolk Department of Human Services Norfolk, VA

Determined the eligibility for assistance with TANF, SNAP and Medicaid as well as other programs.

Developed a plan of action and provided referrals to participants of the program.

Reviewed the editing of reports.

Completed assigned projects in a timely manner.

Communicated effectively with customers to ensure all needs were met and full understanding of program responsibilities.

Intake Eligibility Team Leader May 2004 – May 2007 Norfolk Department of Human Services Norfolk, VA

Managed and supervised a team of (7) employees

Planned and coordinated workload and schedules of workers and clerical staff to include volunteers

Provided policy clarification, guidance and consultation on factors regarding programs

Monitored job performance, evaluated programs, recommended policy changes and prepared reports

Reviewed cases for completeness, corrections and meet deadlines Eligibility Worker I May 2001 – May 2004

Norfolk Department of Human Services Norfolk, VA

Interviewed applicants and recipients to determine eligibility

Monitored case reports, maintained records and identified possible fraud

Applied policy and procedures as needed

Provided the necessary referrals for various agencies and community resources Office Assistant II January 2000 – March 2001

City of Norfolk Water Department Norfolk, VA

Developed assistance plans to meet individual needs of the customers

Evaluated personal and financial information to continue services

Maintained records, monitored accounts and calculated overpayments/underpayments

Made determinations to continue or deny services Norfolk, VA Financial Counselor September 1997 – January 2000

Columbia HCA Hospital Roanoke, VA

Responsible for insurance follow-up/ collections for weekly file track with 100% accuracy

Responded to inquiries and request from insurance carriers and notified patients of status

Processed rejected claims and maintained documents Customer Service Representative June 1995 – September 1997 Roanoke City Treasure Roanoke, VA

Processed payments

Interacted with the public

Answered telephone inquiries

Processed returned mail

Update files

Education

2005 - Present Pursuing a BS in Sociology Norfolk State University Norfolk, VA 8/1994 - 6/1997 Associates Degree in Criminal Justice Virginia Western Community College Roanoke, VA Special Training Criminology and Real Estate

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