Dawneka Patterson
Salem,OR
Summary
I am a proactive and versatile professional, with a dedication to quickly adapting to new challenges. I pride myself on maintaining an element of joy and positive work environment. Skilled in customer service, conflict resolution, and data management. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members.
Excel at communication, empathy, and ensuring positive outcomes in public interactions.
Focused on supporting team success and achieving positive results.
Overview
11
11
years of professional experience
Work History
Public Service Representative III
Oregon Health Authority
Salem, OR
08.2013 - Current
- Enforced regulatory policies and procedures across different teams and programs. Consistently treats customers, stakeholders, partners, vendors, and co-workers with dignity, respect, and professionalism.
Sets clear guidelines and models expected office professional behaviors. Demonstrates recognition of the value of individual and cultural differences; creates a work environment where talents and abilities are valued. Exhibits the OHA core values of Integrity, Stewardship, and Responsibility. Creates and maintains a work environment that is respectful and accepting of diversity. - Provides quality and correct information to the general public, as requested.
Comply with risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents, as described in related policies.
Observe principles of data security and client confidentiality. Maintain ethical standards in the performance of duties, and in interactions with participants and coworkers. - Developed creative solutions to address complex customer problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Documented customer correspondence in one eligibility system and MMIS/CTMS programs to track requests, problems, and solutions.
- Reviewed existing documentation related to client services policies and procedures.
- Provides excellent and correct specialized and technical information regarding the clients' OHP health care benefits, access to primary and specialty care, managed health plan enrollment, access to care issues, and billing issues.
Human Services Specialist II
Department of Human Services
Salem, OR
04.2018 - 12.2018
- Reviews the applicant's initial application form. Questions for the applicant to gather information to verify and supplement the form. Clarifies incomplete or unclear information. Explains rules, regulations, procedures, and responsibilities to applicant. Tells the applicant of the needed documents and helps secure them by contacting the appropriate source. Contacts collateral sources to get or verify information.
- Applies guidelines to decide eligibility for any of the assistance or related medical programs, except TANF and day care. Computes the amount of benefits, and completes the narratives and documents necessary to issue benefits. If ineligible, deny benefits and explain reasons for ineligibility.
- Daily in-person contact with applicants for assistance and agency clients to provide information about the agency, other public, or community assistance programs, and to gather information to determine eligibility for assistance programs.
- Review work for accuracy, timeliness, completeness, and compliance with federal and state statutes and regulations, as well as agency policies, procedures, and guidelines. Review referrals to other programs or community resources for appropriateness and effectiveness in meeting the client's needs.
- Interpret, apply, and explain Federal and State statutes and regulations, Administrative Rules, and agency policy and procedure manuals that give guidelines for explaining programs, policies, and procedures, deciding eligibility for programs, and approving, adjusting, or denying benefits.
- Responsible for serving all qualified clients (including those with communicable diseases, substance abuse problems, and women requesting abortions) and to work with clients who are under emotional or financial stress.
- Utilized motivational interviewing techniques to empower clients to make positive changes that lead towards self-sufficiency.
- Monitored client progress toward individualized service plan goals through periodic reviews of records and reports from other agencies or programs involved in the delivery of services.
- Conferred with management to develop or implement personnel policies or procedures.
Education
GED -
Mcnary High School
Salem, OR06-1996
Skills
- Data entry proficiency
- Oregon Medicaid policy
- Strong interpersonal skills
- Complaint handling
- Cross-cultural sensitivity
- Medicaid Management Information System (MMIS)
- ONE Eligibility System
- Microsoft Outlook programs
- SharePoint
Timeline
Human Services Specialist II
Department of Human Services
04.2018 - 12.2018
Public Service Representative III
Oregon Health Authority
08.2013 - Current
GED -
Mcnary High School
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