Coral Duarte

SUMMARY OF QUALIFICATIONS

Extensive experience in direct customer service, counseling, recruitment, data entry, career coach advising, case management, office management, training staff, federal government program database systems, and administrative office support.

Possesses strong leadership, analytical, communication, customer service team player, multi-tasking, quick learner and organizational skills.

Fully bi-lingual English/Spanish and interacts and communicates effectively with diverse populations.

Proficient in Microsoft Office Suite (Word, Excel, Outlook, Power Point)

EDUCATION

National Louis University-M.S. in Human Services Management 2019 GPA 3.8

National Louis University – BA Applied Behavioral Sciences 2010

WORK EXPERIENCE

U.S. Department of Veteran Affairs- Chicago, Illinois

Program Support Assistant December 2021 to present

Provides administrative support to clinicians and other administrative staff.

Reviews VA policy guidelines

Provides friendly and professional customer service to our veteran patients. (ICARE)

Coordinates community medical care for veterans with in network community providers outside the VA and their VA primary care provider has deemed such care necessary by carefully reading requesting provider orders in CPRS.

Provides administrative scheduling and appointment coordination for diagnostic testing, and consultative appointments with community care specialists.

Utilizes CPRS (Computerized Patient Record System) to look up patient medical information and chart notations regarding patient appointments and veteran contact information.

Reviews orders entered in CPRS by requesting providers

Electronically scan medical records into Vista Imaging after patient appointment is confirmed and records are faxed via community provider to VA Community Care Department.

Utilizes Health Share Referral Manager (HSRM) to process patient referral authorizations.

Utilizes Vista Imaging to properly manage and scan electronic medical records.

Generates authorizations for pre-authorized medical care in HSRM.

Ensures proper authorizations are issued and appropriate correspondence is sent to vendor.

Acts as liaison between the veteran and vendor.

Ensures all necessary components and documentation is distributed to appropriate services in the private institution where service will be provided.

Prioritizes requested procedure based on urgency, combat veteran status and compensation and pension exams.

Coordinates transportation for veterans as needed.

Verifies patient mailing address demographic and insurance information.

Mails copies of appointment and authorization letters to veterans

Manages veteran consults via Microsoft Excel for organization

Administratively manages consultation requests and electronic waiting list.

Schedules and notifies patients of scheduled appointments with outside community providers via telephone and Myhealthyvet patient portal program application.

Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.

Contributes to the revenue collection process by identifying patients with third party insurance

Manages consult from start to finish which includes reaching out to veteran, verifying appropriate codes, SEOC (episode of care) and order by requesting provider are entered in CPRS, scheduling appointment and requesting medical records once appointment is confirmed.

Social Security Administration- Chicago, Illinois

Customer Service Representative June 2020 to April 2021

Manage and answer a heavy volume of incoming customer calls/inquiries relating to interviewing, analyzing, troubleshooting, researching and problem- solving claimant social security inquiries via the national 800 number at the Chicago Teleservice Center.

Analyze and explain benefit award letters to beneficiaries via telephone, and Schedule SSI, SSDI, RIB, DIB, Medicare part A appointments for callers in regards to Social Security benefits.

Successfully complete a rigorous virtual government online remote customer service training program.

Successfully follow ongoing federal policies, procedures and laws in relation to social security.

Assist beneficiaries with troubleshooting their online mysocialsecurity account.

Provide friendly and professional customer service to a diverse population via the national 800 number.

Analyzed Medicare claims via government database system, and resolved billing issues for Medicare customers

Schedule appointments for beneficiaries in Elas system in regards to Social Security benefits.

Successfully completed and passed a rigorous virtual government online customer service training program

Successfully follows policies, procedures, and laws in relation to Social Security regulations.

Data enter case notes into government database system in relation to caller inquiries.

Engages and interacts as a team throughout online training program, and mentored other team members in regards to successfully learning and retaining important training material in relation to Social Security policies and procedures.

Communicate internally within various SSA departments to resolve customer call issues regarding Social Security benefits.

Quick learner adapted quickly to job related duties, and successfully learned how to utilize government database system, and record queries to successfully explain information to beneficiaries.

National Able Network – Chicago Workforce Center in Pilsen Chicago, Illinois

Career Services Manager October 2010-June 2020

Facilitate organize and assist with training workshops and career events.

Managed and recruited a high volume of program applicants that consisted of displaced and low in come adults for enrollment into WIOA program.

Develop and sustain strong relationships with partner organizations and training providers.

Train and supervise staff with implementing office processes and procedures to ensure staff are successful in achieving performance goals.

Successfully manage and supervise a heavy caseload of over 90 plus Workforce Investment Opportunity Act (WIOA) customers with services ranging from intake, assessment, career coaching, training approval and job placement, and keeping record of employment and training credentials.

Maintain timely and accurate detailed case notes via career connect data base system on a regular basis, customer records, and spreadsheets in accordance with U.S. Department of Labor, Illinois Department of Commerce and Economic Opportunity, and Chicago-Cook Workforce Partnership standards for ease of tracking and monitoring of complete customer services.

Create and maintain Individual Employment Plans with customers every 90 days to support job and training goals, as well as meet their supportive service budget needs.

Successfully meet quarterly performance goals for Workforce Investment Opportunity Act (WIOA) case management and effectively retrieves reports via career connect database system to track registration, training, and case management numbers.

Track school training hours via career connect data base system on a monthly basis for each customer on assigned case load.

Maintain department office supply budget stating breakdown of costs via Excel spreadsheet.

Order office supplies as needed for department staff.

Track supportive service budget on a quarterly, basis and determine spending cost required by funders.

U.S. Department of Labor Chicago, Illinois

Immigration Program Analyst January 2010 – October 2010

Provided professional and administrative office support services to the Department of Labor in Chicago.

Proven track record of accurately maintaining detailed records, generating reports, coordinating meetings, and multi-tasking within fast-paced departments throughout Department of Labor.

Entered cases into the government database system and analyze for case processing for two major certification programs.

CAMPUS AND COMMUNITY INVOLVMENT

The National Society of Leadership and Success

Active Member

Chicago, IL

Completed leadership development training.

. 773-***-**** ady56l@r.postjobfree.com

linkedin.com/in/coral-duarte-484330135

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