Customer Service Case Management

Summary

Skills

Experience

Scott Mills

Deer Park, TX 77536 281-***-****

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

Accomplished Texas Works Advisor with a proven track record at the State of Texas Health and Human Services Commission, specializing in case management and policy interpretation. Demonstrated leadership in supervising units, enhancing team efficiency, and improving client communication. Excelled in critical thinking and decision-making, ensuring regulatory compliance and high-quality customer service. Case management

Policy interpretation

Data analysis

Client communication

Appeals process

Regulatory compliance

Conflict resolution

Team leadership

Report generation

Critical thinking

Decision making

Interviewing techniques

Quality assurance

Customer service

Time management

Effective communication skills

Application review

Documentation and reporting

Telephone etiquette

Texas Works Advisor III, 01/2009 01/2024

State Of Texas - Health And Human Services Commission Texas Works Advisor III in the Central Representation Unit (assistant supervisor/lead worker). In charge of the unit when the supervisor was absent or not available, including numerous times when the supervisor position was vacant.

Case reading of advisors' actions in regard to the appeal process. Assigned appeal tasks to advisors.

Assigned case readings to other case readers.

Reported and logged all appeals in an Excel document. Assisted advisors with policy questions or clarifications. Reviewed and approved, or denied, cases where advisors were requesting supplemental or restored benefits. Received complaints from State Office staff, and assigned them to individual units. Logging on to Excel and creating a monthly report.

Processed statewide changes during the overtime project. Texas Works Advisor II, 12/2007 12/2008

State of Texas Health and Human Service Commission Texas Works Advisor II in the Central Representation Unit. Represented the Agency (HHSC) in situations where clients requested an appeal. Contacted clients to determine their disagreements or issues. I reviewed these cases for potential errors. Corrected the cases that did contain errors. Process the required documents to begin the appeal process. Created evidence packets with supporting documentation and policy to be used during a hearing. Attended scheduled hearings and acted as an agency representative during the hearing, presenting the agency's action and policy used to make the determination.

Processed decisions in accordance with Hearing Officer's instructions if they determined an error had occurred. Texas Works Advisor IV, 07/1999 11/2007

State of Texas Health and Human Service Commission Education and Training

Texas Works Advisor IV (assistant supervisor/lead worker in eligibility determinations). In charge of the unit when the supervisor was absent or not available. Case reading advisor's cases for accuracy.

Data correction for cases where errors occurred in processing. Handled unit complaints.

Monitor the unit for timeliness.

Assist advisors with policy questions or clarifications. Send notices to clients at the end of certifications for TANF and Medicaid, and if renewals are not received, then deny cases for non-renewal.

EBT (Lone Star Card) coordinator for building. This requires keeping cards in a safe and assigning them to clerical staff to issue to clients.

LSIS (fingerprinting) monitor for duplicate clients. Close and lock the building, making sure all staff are gone, and set the alarm. Texas Works Advisor I, 07/1998 06/1999

State Of Texas - Health And Human Services Commission Determined eligibility for the SNAP (Food Stamps at the time), TANF, and Medicaid programs following state policy.

I interviewed clients face-to-face or via phone.

Reviewed supporting documentation/verification and requested additional information when needed. Completed cases accurately according to policy and in accordance with the federal timeframes. Screened applicants for potential expedited services. Answered phone calls from clients, answering questions. Used a DOS-based eligibility program to determine eligibility and complete manual budgets when needed. Used state program databases to assist with case determinations, IRS information, data broker (containing TDL/DMV info and credit reports), OAG inquiry, TWC inquiry, and WTPY (system to access verifications of SSI/RSDI income).

Sam Houston State University Huntsville, TX

Finance

San Jacinto Junior College Pasadena, TX

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