Customer Service Child Care
Resume:
PHYLLIS BOISSEAU-WHITLOW
COLONIAL HEIGHTS, VA 23834
Objective
To obtain a flexible part-time position that will allow me to utilize my leadership/team member abilities and people skills to enhance the workplace. To demonstrate my experience in management, customer service and critical thinking in providing the best resolution for data collecting, case management investigation. To listen, understand, and provide the best possible solution for Clients needs and company interests.
Education
1993-1995 Virginia State University Petersburg, VA Sociology
1989-1993 Thomas Dale High School Chester, VA
Work Experience
DEPARTMENT OF MEDICAL ASSISTANCE SERVICES (DMAS)
4/18/2022- Current Member Enrollment and Retention Specialist
Work full time remotely from home in the MERU (Member Enrollment and Retention Unit) and participate in regular regional meetings, team meeting, and trainings via Google Meets conferencing.
Receive MMIS Coverage Correction Requests from Virginia Department of Social Services and Local Department of Social Services Eligibility Workers from across the entire State of Virginia, on behalf of Medicaid Members whose approved Medicaid coverage did not successfully bridge over to MMIS.
Enter Emergency Services requests for Undocumented Aliens approved for FAMIS Prenatal and Medicaid Expansion Medical Assistance coverage.
Cancel or void Member coverage as needed (ie. Member has moved out of state, deceased Members, etc.)
Process LTSS Member Demographic Updates
Add Medicaid Expansion Coverage for Members with Medicare TPL during the Public Health Emergency
Maintain a working knowledge of Medicaid Policy, approved Aid Categories, Family and Children Eligibility, Aged/Blind/Disabled Eligibility, and utilizing systems such as MMIS, VaCMS, SPIDER, and Fusion.
Complete special projects such as creating Standard Responses for corresponding with the VDSS/LDSS Workers, updating the Standard Operating Procedures manual, and creating a document to include recent policy changes via Fusion Broadcasts to accompany the MERU SOP’s
PETERSBURG DEPARTMENT OF SOCIAL SERVICES
3/2/2020 – 4/15/2022 Child Care Case / Medicaid Case Manager (Benefits Program Specialist)
Conduct Initial Intake interviews of applicants to determine eligibility for assistance with the Child Care Subsidy Program. Process application, and if approved, maintain/update case as needed and complete annual Redetermination interviews to process their continuing eligibility
Explain nature of temporary assistance of the Child Care program and determine reasons/good cause for assistance
Create Child Care Service Plans in an effort to promote Client self-sufficiency, explain Child Care benefits, explain client responsibilities, rights, and program availability/wait list
Utilize VaCMS to process cases and manage caseload, upload documents to DMIS, access SPIDER to pull SOLQ, VEC, DCSE, WORK NUMBER, and VACMS reports; enter collected data such as income, birth certificates, DCSE referrals, custody documents, verification of identity, residency, citizenship and immunization, to determine program eligibility; enter Authorization Management information such as state issued Vendor ID, Child Care facility name/address, and Client ID for Vendor enrollment
Send out communication forms to Clients, other agencies or team members as needed, also send Notices of Action, Purchase Orders, Appointment letters for Initial Intake and Redetermination
Work closely with TANF/VIEW, SNAP and Medical Assistance Eligibility Workers
Review and maintain cases regularly to ensure accuracy, information from task/reminders, and Client updates of reported changes
Maintain current working knowledge of Child Care Subsidy Guidance Manual and other resources such as VDSS webinars, FUSION, and Virginia Learning Center
Serve as backup in a management role in the Medicaid benefits department; pull daily PPIT (Pending Point in Time) Report, send communication to assigned Case Workers and Supervisors of cases approaching 45 days; receive emails from representatives of VCU, Southside Regional Medical Center, and surrounding hospitals via spreadsheet of Clients that need further action on their Medicaid case.
Pull the weekly Application Metric Report by Locality and Worker; send out email communications to Case Workers if they have a Medicaid case on the report that has gone beyond 15 days without a VCL sent for general population applications, and 7 days extended pend letters for pregnant women Medicaid applications
Research Medicaid Clients’ information on spreadsheet reports of discrepancies of Social Security Numbers in Spider (SOLQ), and VACMS to see if the correct SSN can be verified. If the correct SSN can’t be verified, send out a VCL for the correct number.
Process and determine eligibility of Medicaid applications; request a SVES/SAVES report to verify citizenship when needed, send out Verification Checklists if further information (such as income, self-employment, residency, etc) is needed to complete processing; send out Notice of Action for approved applications
CONDUENT STATE HEALTHCARE, LLC
11/5/2018 – 2/28/2020 Transaction Processor II - Eligibility Case Worker
Process new, re-entry, and pre-release applications to determine Medicaid Expansion eligibility for the Cover Virginia Incarcerated Unit
Research websites and make calls to Department of Corrections, Regional and Local Jails and the Department of Juvenile Justice in order to ascertain needed information about an inmates’ incarceration dates/release dates to determine eligibility
Captures and validates complex data from FFM, RDE, and CommonHelp Medicaid applications
Process applications to determine Medicaid eligibility for the Cover Virginia Central Processing Unit
Research and upload electronic documents such as SOLQ, VEC, and WORK NUMBER to DMIS, needed to determine Clients eligibility
Utilize systems VaCMS, MMIS, and Oracle to file clear and document cases for eligibility of MAGI or DOC determination
Research and analyze issues and ensures sufficient information is available to make decisions on next steps of case processing
Send communication forms to LDSS Medicaid Eligibility Workers to complete accurate case processing as needed
Send Verification Check Lists to Clients when additional information is needed to determine eligibility
Send Notices of Action to the Client to notify them of the case approval or denial
Follow up on pending documents involving Client analysis
Process Escalated, 45 day, Case Change/Closure, and Ex Parte renewal cases
Mentor new hires and provide training support
CITY OF RICHMOND
2/26/2018 – 10/31/2018 Customer Contact Center Agent - Department of Public Utilities
Learn and understand the customer base of who we provide services to, services offered to customers such as natural gas, water, wastewater, storm water, and traffic lights
Setup new accounts for customers requesting gas and/or water utilities
Perform billing operations such as making adjustments to customer accounts, helping the customer understand their bill, offering and establishing payment arrangements, adding/removing security deposits, updating billing addresses to send final bills, and any account specific adjustments that need to be made to the bill and helping the customer with payment options
Navigate the CIS system and the 18 different forms available to track customer information
Open service orders and prepare the service technicians’ notes for such orders as meter readings, move in/move out, reconnection after disconnection, and emergency service orders of gas leaks, water leaks, carbon monoxide leaks, gas explosions, etc.,
Maintain a working knowledge of safety precautions and the urgency thereof and how to help a customer facing an emergency
Work closely with other departments such as Revenue and Recovery, Dispatch, Service Investigations, City Customer Service (311) and many other departments, all in an effort to support each customer
CAPITAL ONE
4/10/2016 – 5/8/2017 Recoveries Disputes Case Manager
Receive inbound calls from customers who want to launch a dispute on their charged off credit card account
Perform moderate to extensive research to find the answers for the reason of the dispute and deem dispute valid or invalid
Use critical thinking skills to "think outside the box" to resolve the dispute while maintaining a working knowledge of case law
Reach out to other departments, such as Credit Bureau Disputes, Cash Risk Operations, Payment Investigations, the Legal department, or various other Banks and Merchants as needed, all in an effort to put all the pieces together to resolve the customers concerns
2/15/2015 – 4/10/2016 Sr. Risk Coordinator
Manage escalated inbound collections calls as a Supervisor in the Escalated Call Unit
Perform account level research and make every attempt to deescalate the issue while showing value and appreciation for the customers concern
Overcome objectives that customers have in making payments to their account and help them to understand their account(s) responsibilities
Educate each customer on the status of their account and establish appropriate payment arrangements, such as long term payment plans, settlements, unrestriction offers, forbearance survey to lower the Annual Percentage Rate, and minimum bucket pay by phone arrangements
Completed a six month “lend” to the Hardship Department
8/4/2014 – 2/15/2015 Sr. Risk Representative
Provide excellent customer service on inbound calls from customers needing assistance on their credit card account
Maintain compliance by adhering to all Federal, State, and Capital One Regulations
Use humanity and empathy with our customers to explain their account status in a way that makes sense to them
Establish appropriate payment arrangements to bring their account out of a collections status
ORDERLY GRACE PUBLICATIONS
2000 – Current Author/Book Publisher
Write and publish Christian literary works in various writing styles (i.e. novels, poetry, plays, child literature, short stories, etc.) namely plays and Children’s Series entitled “Will You Be Ready?” “Adventures of the Bible Bunch” many other articles and short stories, and novels “Wait On Him,” “He Waited,” “When the Oxen Stumble,” and many more
Work closely with the Editor to ensure accuracy and clarity
Communicate with major retail corporations and small store front locations in an effort to market my books
Appear at various book signings, speaking engagements, and publishing workshops/seminars
REFERENCES
Diontae Dugger Stacy Mitchell Sean Brown
Chester, VA Petersburg, VA Chester, VA
804-***-**** 804-***-**** 804-***-****
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