Call Center Case Management

EMILY W. SPILLER

**** ***** **** ** ********* GA 30253

470-***-**** EMAIL: *********@*****.***

Georgia Department of Human Services: Child Support- Enforcement Agent 2

Establishment- application process, and Enforcement services-advise of payment, outreach referrals, contempt, and legal initiations, review of documentation, daily prompt responses and escalation. Account adjustments due to case updates, case closure, no payment reports, adjudication, contempt, schedule appointment, edi request: complaints, follow ups/updates phone appts, case filing with courts, and court enforcement attendance.

Conexon: (MSR) Member Services Representative Trainer/Mentor (Remote) Direct contact with clients and customers with remote call center operation. Assign tasks by inbound / outbound telephonic calls, and other electronic methods (e-mail) Complete system review for tracking on installation phases, troubleshooting tasks coordination with Tech Support, and provisional tasks such a reconnect/ disconnection of service orders. Completion of tasks to organize, motivate and coordinate the day-to-day workflow activities of Member Service Representatives that perform the duties required of Trainer/Mentor. Assist with Training Development for department in resolving complex or escalated issue. Assist with inbound/outbound activity and/or assigned project. Ensure cooperation and coordination with other departments in the company. Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains. Assist with training of new hires as scheduled.

McIntosh Trails Community Service Board:

-GHVP (Ga Housing Voucher Program) Consultant/Supervisor. Process GHVP applications, Crisis Housing intake, GHVP processing with 8-point inspection, collecting required documents for eligibility, assist with check requests - deposit, utilities, and assist individuals with assistance on purchasing furniture. GHVP assisted with homelessness throughout the agency, supervise crisis apartment staff-scheduling, HR responsibilities such as hiring process, payroll, schedule and confirm new trainings. Complete required housing surveys for DBHDD, Monthly problematic reports, peer audits, community outreach/linkage; healthcare, housing, food, disability benefits.

-ADA Case Management: Supervisor

Managed ADA Case Management program, Intake assessment to confirm eligibility of ADA Case Management, new hire training, monthly problematic reporting, disability application submission by utilizing the SOAR application process, housing survey training/submission, community outreach and other required case management duties.

-ACT TEAM: SST/Vocational Rehabilitation

Individual case management assist with housing, job readiness intake assessments, (application assistance/resume), skill building on budgeting, medication management, daily life skill, Job Development, On-Site Job Monitoring, community resource rapport building/support, S.O.A.R (Social Security Disability) application processing. Assist Director in staff absence, facilitate weekly group, weekly job development/employer rapport building, agency wide Tobacco Facilitator Trainer, system trainer (Essentia/Mitchell & McCormick)

New Millennium Counseling Services: Operational Manager/QA & Para Professional (Substance Abuse & Mental Health)

Schedule new hire trainings, Quality Assurance on APS filing documents, Front Office operations, intake. CARF team services, Quality overview for documentation, schedule staff meetings, new hire contractual reviews, order necessary office supplies, provide current state of GA documentation for state purposes, phone reception, and other duties requested by the CEO.

Clayton Center/State of Georgia Community & Social Services: Lead Social Service Tech/Administrations: Substance Abuse/Mental Health

Assist with monthly schedule for employees, calculation of time for semi monthly payroll, create memos for scheduled staff meeting, delegate assignments for residential services, and administer a broad range of paraprofessional social services to patients/clients/consumers and their families. Implement goals through interventions; monitor interventions Provide case managing for billing purposes through notes/documentations. Random drug screens (5panel Medox, and Alco screen-alcohol)Conducts patient/client/consumer intakes, life skills training/building, resume building, financial structure training, GED study guides, provide daily life skills, meal planning, nutrition training, financial planning, social skill building, participates in treatment team planning, and performs crisis intervention., provides life skills meetings, transport to meetings, and manage residence

STATE OF GA PUBLIC HEALTH (Butts County) -Secretary II: RSM Eligibility Medicaid Case Management (Betsy Cox Project), Women Health Medicaid, HIPPA, OSHA Federal training. Front Desk Operations Intake,(schedule appointments, post patient co pays, filing charts), Economic Support screening- poverty guideline, Women Health Medicaid, BCCP Medicaid Administration, GRITS(Immunizations) DFACS liaison, McIntosh Trails Head Start liaison, post payments, patient billing, WIC intake -Recertification, Certification, phone reception, immunization history updates, environmental health clerical impact, income, ID, residential verification, check Medicaid eligibility, and other administrative inquires NIMS ready prepares training Certification, Tobacco Facilitator .

MEDICAL Administration internship/TRAINING/ PART TIME

Medical Office Administration 7 yrs. total experience

Mitchell Family Health care & Physician Billing (2-part training front &back

Office) –2 years

Posting payment from insurance coworker Compensation employer, and patient

Responsibility payments

Patient access chart filing

Schedule patient visits/Confirmation follows

EDUCATION

Mercer University- Social Work / Human Service

Major-Psychology minor 3.2 GPA

Corinthians College: Medical Insurance/Biling&Coding

Administration Billing & Coding

Graduate 2004 99.12 GPA

Software/Computer Experience: EHR, Customer Healthcare Exchange, Calabrio, Aldera, Patient Connect, SARA Plus, Ivue, Zendesk

Visual Health, Essential, Mitchell & McCormick, LWSI, SharePoint, GHP portal

References-available upon request

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