ANGELA MORGAN

• This position is the initial career step toward the full working level. The incumbent participates in on-the-job and
  classroom training to gain experience in providing a limited range of administrative and technical assistance to
  taxpayers.
• Interprets and applies applicable portions of basic tax law and regulations, and basic collection techniques and
  enforcement actions, to advise, inform, assess, and collect taxes, and associated liabilities.
• Researches and analyzes all available information applicable to specific and well-defined collection issues and takes
  corrective actions needed to close accounts. Explains actions taken. Contacts taxpayers and/or their representatives in
  response to IRS contacts regarding a limited number of delinquent situations. Provides explanations to specific inquiries
  initiated by individuals, generated by notices, or internally generated assignments.
• Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or
  pay tax liabilities and encourages voluntary compliance with tax laws.
• Conducts face to face and/or telephone interviews with taxpayer, POA,or third party Representative
• Collection agency, telemarketing, and customer service, sales) Resolves problems and issues; balance due accounts in or
  approaching into a collections status
  • Negotiates with others to resolve issues; Performing administrative and technical procedures using a computer to locate
  and review records and reconcile discrepancies; work with records, documents, or financial accounts in order to establish
  rules and procedures
  • Utilize basic accounting skills to process and review credits and debits, research and/or adjust tax payer accounts, as
  either accounts receivable or accounts payable
  • View Appeals cases closed through APS using Appeals Quality Standards and Attributes (AQSA).
  • Performs quality case reviews including but not limited to: timely carding in of cases; determining whether the interest
  was correctly computed and if all adjustments were correctly and timely assessed/abated; reviewing the case to ensure that
  all applicable procedures were followed and determining whether the time span and time applied was appropriate
  • Analyzes, and reviews for quality compliance, each case to determine the scope and nature of the complex interest
  calculation issues and problems, which may include researching the net rate interest netting process of overlapping
  periods of debit and credit interest, and other special situations
  • Analyzes and reviews the conditions and complicating factors of closed cases, including numerous computational
  errors, multiple tax years, and multiple adjustment issues to compute complex interest calculations, credit transfers, etc.
  of all case issues including tax, penalties and interest.
• Passionate about learning and committed to continual improvement.

• Processed 2000+ claims per week, performed research, prepared vouchers, handled third-party subrogation procedures, reviewed claim forms, input billing information, reconciled reports, followed up on overdue payments, negotiated payment arrangements, utilized accounting software, prepared financial statements, maintained account accuracy, managed correspondence and inquiries

Performed research to determine the reason for collections or reconstructing of incomplete claims information by process of adjudication
• Prepares vouchers to refund collections not in compliance with Appropriations and federal Debt Collection
• Mail, fax, or email legal documents and correspondences to Attorneys offices, and medical staff and / or Medical
facilities
• Handled third Party Subrogation Procedures and processes, following federal recoupment laws and procedures
•Reviews claim forms, and other legal documentation, and local, state, and federal forms, to properly refer delinquent debts to the Department to Treasury for collection through the Treasury offset
•Matches collection to a claim, bill, or collection to input range of information or adjustments •Provides feedback regarding training and policy issues, etc
•Determines and validates billing data for accuracy against submitted documentation, debtor data, and payment history
•Input's billing information into subsidiary accounts receivable system for interface to financial management system
•Evaluates whether collections comply with Appropriations system for interface to financial management system
•Researches and reconciles reports to determine if a payment was applied correctly
•Reviews claims cases to assure all issues have been addressed, applies, and interprets VA laws, including veterans' case law, existing statutes and procedures, precedent rulings, and state law in the adjudication process
•Explains benefit programs and entitlement criteria, analyzes claims material, identifies issues, gathers relevant evidence, conducts interviews to adjudicate claims and inputs data necessary to generate the award and notification letter to the veteran describing the decision
•Provides customer assistance, orally and in writing
•Obtains, reviews, and analyzes documentation and medical claims
•Analyzes system/ medical records to determine if payment is receivable from third party •Prepare/develops, and conducts research on statements / billing on claims, standardized reports, formal Correspondences, and other documentation, including procedures, lien data documentation Communicates with external legal representation, such as Attorneys, on policies, justification on claim outcomes
•Conducts oral meetings and video conferences with non-external and internal audiences •Prepare and release correspondence for use by other federal, state, and local agencies
•Utilize various electronic data processing systems to input data for processing claims and generating automated correspondence
•Technical assignments related to claims or benefits processing or eligibility determinations •Compiling income and legal documentation to determine basic eligibility for benefits or programs Claims processing for: A state or federal agency, Insurance company, Worker's
Compensation, Disability Retirement or Pension Program.
•Submitted cash and check deposits and generated cash receipts to record money received. •Reconciled accounts receivable ledger to verify payments and resolve variances.
•Contacted clients with past due accounts to formulate payment plans and discuss restructuring options. Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
•Prepared and mailed invoices to customers, processed payments, and documented account updates. Identified, researched, and resolved billing variances to maintain system accuracy and currency.
•Generated monthly accounts receivable reports to submit developments for management review

•Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.

•Followed up overdue payments and payment plans from clients to establish good cash flow. Negotiated payment arrangements with customers to establish timely receipt of payments. •Monitored accounts to verify compliance with payment terms and schedules.
•Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments. •Prepared financial statements to provide results of operations, financial position and cash flow. •Gathered, evaluated and summarized account data in detailed financial reports.
•Maintained account accuracy by reviewing and reconciling checks monthly.
•Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
•Managed and responded to correspondence and inquiries from customers and vendors. •Presented audit findings to accounting manager after reviewing results and paperwork. Entered figures using 10-key calculator to compute data quickly.
•Reconciled accounts, managed audits and updated financial records with remarkable accuracy.

• Explained payment methodologies, conducted interviews, made determinations on eligibility, examined claims for errors, monitored correspondence, processed legal documents, provided assistance and guidance, exercised independent judgment, obtained and analyzed documentation, communicated with legal representation,
• conducted meetings and conferences
• Explains payment methodologies used in adjudicating medical claims
• May conduct interviews in person or by phone with veterans, representatives, and advocates to explain the full range of VA benefits, and the related program
• Makes determinations on eligibility benefit type, with relating to military service, medical evidence, and evaluation of income, employability, dependence, and relationship
• Examines routine claims for errors and initiates action to correct such errors in accordance with current operational policies
• Monitors controlled correspondence suspense system to ensure compliance with due dates Initiates processing of legal documents received in the office
• Advise, counsel, and review applications and claims and/or respond to request regarding business procedures for all specialty health benefit programs
• Provide input, guidance, and recommendations to Supervisor(s) on a case-by-case basis
• Exercise some independent judgement in establishing priorities to meet dead-lines
• Examines routine claims for errors and initiates action to correct such errors in accordance with current operational policies and procedures
• Assists in the preparation and development of claims and gives advice, and assistance in obtaining evidence and supporting documents that may be necessary
• Informs claimants and applicants of the reasons for approval, denial,rejection, or partial acceptance of their claims and/or applications for benefits.

• Adhered to company policies and scripts, educated customers, supported telephonic and electronic contacts, assisted with claims applications, provided information on benefits and rights, resolved adverse credit situations, advised and counseled individuals, conducted interviews, educated customers on company systems
• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Educated customers on company systems, form completion, and access to services.
• Sought out extra training opportunities to enhance customer relationship management abilities
• Supports telephonic and electronic contacts as the Customer Experience mission dictates
• Assisting veterans/beneficiaries, with claims applications
• Develops, examines, adjusts, reconsiders, recommends settlement of various types of claims, receives and processes requests for authorization of healthcare services, supplies and benefits
• Furnishes routine information concerning rights and benefits regarding assigned health benefit programs administered by OCC under laws administered by the Department of Veterans Affairs
• Works directly with Veterans, beneficiaries, providers, and collection agencies to mitigate or resolve situations in which the Veteran and/ or the beneficiary has been placed in an adverse credit situation due to non-payment
• Advising, counseling, reviewing applications and claims and responding to requests regarding business processes for all associated health benefit programs which are administered by OCC
• Personal contacts with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; and (3) assisting individuals in developing needed documents and evidence required, or in resolving errors, delays, or other problems in obtaining benefits.

• Trained employees, provided accurate information and assistance, familiar with database software programs, documented calls, provided support for VA applications and web technology, utilized customer data recording systems, reviewed claims cases, conducted interviews, educated customers, performed various clerical duties
• Trained 50+ employees per year
• Provide accurate information and assistance regarding the nature of the programs administered and the laws, regulations, and related administrative practices
• Provide information to enable individuals to determine the required or appropriate actions needed, to take in order to obtain benefits or privileges, to comply with reporting and disclosure requirements, or to fulfill other obligations under Federal laws or regulations (including SOP/BP/LCM)
• Familiarity with database software programs (Microsoft word, Outlook, Excel, and skype)
• Documenting calls with concise notes for the next agent
• Provide support for VA applications and Web Technology (MyHealtheVet Ebenefits, VA Mobile apps and, Access VA)
• Knowledge using customer data recording systems Microsoft Dynamics CRM Knowledge of Capri / vista patient systems /JLV
• Provide and discusses Coaching topics with supervisor monthly Escalates Security breaches, complaints, and threats
• OJT Mentor/SME: Works one on one training with new contact Representatives,provides material/ visual aid as necessary
• Identifies areas of inconsistencies within the scripts and provides recommendations to upper-management
• Prepare and release correspondence for use by other federal, state, and local agencies
• Review claims cases to assure all issues have been addressed, applies, and interpretsVA laws, including veterans case law, existing statutes and procedures,precedent rulings, and state law in the adjudication process
• May conduct interviews in person or by phone with veterans, representatives, to explain the full range of VA benefits and related programs
• Educated customers on company systems, form completion, and access to services.
• Performed various clerical duties by filing and faxing documents and creating customer databases.

• Answered phone calls, resolved complaints, asked fact-finding questions, facilitated communications, monitored and tracked dispatch communication systems, communicated with customers, assisted in resolving customer complaints, tracked and monitored vehicle performance, coordinated with drivers
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Coordinated with tow truck drivers and service providers, ensuring efficient and timely assistance to stranded motorists.
• Maintained accurate records of all roadside assistance calls, aiding in data analysis and service improvements.
• Enhanced customer satisfaction by promptly addressing and resolving roadside assistance requests.
• Streamlined dispatch process for quicker response times to emergency situations.
• Reduced wait times for customers by implementing effective communication strategies between dispatchers and service providers.
• Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from both clients and colleagues.
• Utilized GPS technology to accurately locate stranded motorists, expediting the assistance process.
• Collaborated with fellow dispatchers to ensure seamless shift transitions and uninterrupted service coverage.
• Contributed to company-wide safety initiatives by carefully monitoring incident reports and providing necessary resources to responders.
• Kept detailed logs of driver locations and availability, optimizing resource allocation during peak hours.
• Provided compassionate support for distressed callers, calming their nerves while obtaining essential information for proper assistance coordination.
• Liaised with law enforcement agencies as needed during emergencies or incidents requiring additional support.
• Participated in ongoing dispatcher trainings to stay abreast of industry trends and best practices for roadside assistance services.
• Boosted client retention rates by providing exceptional customer service during stressful situations.
• Answered phone calls and responded to customer emails.
• Monitored and tracked dispatch communication systems.
• Communicated with customers to provide delivery updates and resolution.
• Managed customer accounts and invoicing.
• Scheduled and organized delivery routes.
• Monitored vehicle locations to coordinate timely arrivals.
• Assisted in resolving customer complaints and grievances.

• Answered questions about store policies, reconciled accounts receivable ledger, contacted clients with past due accounts, reviewed accounts, prepared and mailed invoices, identified and resolved billing variances, generated accounts receivable reports, safeguarded documents, followed up on overdue payments, negotiated payment arrangements, monitored accounts
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
• Promoted store promotions and incentive programs to increase overall sales revenue.
• Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
• Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
• Ensured compliance with company policies and procedures while processing transactions efficiently.
• Mentored new employees on cashier duties and best practices, improving overall staff performance.
• Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
• Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
• Supported management in implementing operational improvements such as updated training manuals or revised schedules.
• Provided backup support for other departments when needed, showcasing versatility within the retail environment.
• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.
• Welcomed customers and helped determine their needs.
• Helped customers complete purchases, locate items, and join reward programs.
• Restocked and organized merchandise in front lanes.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Assisted customers with returns, refunds and resolving transaction issues.
• Answered questions about store policies and addressed customer concerns.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Addressed customer needs and made product recommendations to increase sales.
• Performed cash, card and check transactions to complete customer purchases.
• Operated cash register to record transactions accurately and efficiently.
• Tallied cash drawer at beginning and end of each work shift.
• Handled cash with high accuracy and took care to check bills for fraud.
• Used POS system to enter orders, process payments and issue receipts.
• Worked with floor team and managers to meet wide range of customer needs.
• Responded promptly to requests for assistance, spills and customer inquiries.
• Maintained current knowledge of store promotions and highlighted sales to customers.
• Processed refunds and exchanges in accordance with company policy.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
• Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
• Checked personal identifications during alcohol and tobacco sales.
• Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
• Set up new sales displays each week with fresh merchandise.
• Conducted inventory counts by adding each item in stock and documenting in computer system.
• Monitored self-checkout systems and provided help in resolving complex problems.

• Mentored employees, supervised staff, coached, and on-boarded new hire employees
• knowledgeable in ACA, CMS ( Centers for Medicaid and Medicare programs and health and human services requirements
• Reviewed, researched , and logged, and responded via , email, fax, mail, or by phone, to eligibility inquiries in relation to all medical and healthcare assistance categories, to determine the appropriate eligibility for community, state, Military, and federal healthcare benefit
• Analyze and evaluate income medians / requirements, in relation to eligibility , including , income form wages, social security, military , or self-employment income
• Research and recommend policy and business processes, in order to analyze and coordinate resolutions for ACA participants, medical eligible members, county, federal, and state department eligibility specialists,
• Review documentation and data collected, for proper processing, or escalation to a lead contact or manager
• Graded calls, performed side-by-side observations, prepared reports, ensured compliance, and analyzed call quality per call handling guidelines, Provides performance improvement guidance directly to the employee upon failure of a quality monitor Interface
• Participated in special projects
• Supervise assigned technical and administrative staff Coached over 100 employees
• Knowledgeable in the ACA (Affordable Care Act), Health and Human services requirements and guidelines
• Supervise; coach; and counsel existing staff as appropriate; coordinate there recruiting and hiring of new staff as required; and interact regularly with customers
• Monitored and reviewed contracts frequently of customers and organized and conducted quality program requirements
• Conducted frequent status reviews, for team meetings
• Streamlined processes, in order to identify best practices,
• Evaluates customer interactions and provides direct confidential notification to staff regarding identified critical areas of improvement and coaching comments in accordance with organizational policy, processes, and/or procedures
• Document in detail the information identified in the monitored calls to provide accurate analysis of call trends for business units, Compliance Program Office, and representatives
• Prepare and provide various reports and technical reviews to senior management as requested to ensure compliance with relevant corporate and government policies and standards
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
• Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Monitored workflow to improve employee time management and increase productivity.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives, and communication goals.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
• Streamlined application processing for increased efficiency by implementing a well-organized case management system.
• Reduced errors in eligibility decisions with meticulous attention to detail and thorough documentation of applicant information.
• Achieved timely resolution of cases, conducting comprehensive reviews and maintaining close communication with applicants.
• Collaborated with other specialists to ensure consistent interpretation of Medicaid regulations and policies.
• Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
• Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
• Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills to meet deadlines consistently.
• Provided support to colleagues, sharing expertise on complex cases and assisting in the training of new team members.
• Conducted thorough assessments of potential fraud or abuse cases, ensuring proper investigation and resolution when warranted.
• Negotiated payment plans for applicants with outstanding medical debts, achieving mutually beneficial arrangements that satisfied both parties'' needs.
• Developed strong relationships with healthcare providers, coordinating services effectively to best serve eligible clients.
• Assisted in the development of internal policies and procedures related to Medicaid eligibility processes, contributing valuable insights from hands-on experience.
• Facilitated community outreach programs to raise awareness about available resources for eligible individuals seeking assistance with healthcare costs.
• Participated in ongoing professional development opportunities to stay informed about industry trends and maintain proficiency in job-related skills.
• Effectively communicated with diverse populations seeking assistance, demonstrating empathy while maintaining professionalism throughout interactions.
• Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.
• Coordinated closely with other social service agencies, fostering collaboration to ensure comprehensive support for clients.
• Maintained strict confidentiality of applicant information, adhering to all applicable privacy laws and regulations.
• Reviewed applications for different aid programs and determined which qualification criteria for individuals.
• Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
• Assisted clients with completion of applications and paperwork.
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
• Communicated with people from various cultures and backgrounds on application process.
• Sorted out jobs relevant to interests of candidates to forward information to candidates.
• Interviewed applicants and explained scope of different available benefits.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Selected qualified applicants to refer to employers for possible job placement purposes.
• Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
• Wrote job orders from employers to record accurate description of required job duties, working hours and wages.

• Greeted customers, assisted in locating products, reviewed new promotions, operated cash register, worked flexible schedule, helped customers complete purchases, reviewed accounts, processed payments, provided warranty information, connected with customers, operated POS terminals
• Streamlined cashier operations for improved productivity and reduced wait times.
• Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
• Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
• Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
• Promoted store loyalty programs to increase repeat business and bolster customer relations.
• Collaborated with management to develop strategies for improving the overall shopping experience.
• Assisted customers in locating products, providing knowledgeable recommendations based on their needs.
• Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
• Implemented new inventory procedures, optimizing stock levels and reducing out-of-stock occurrences.
• Scheduled breaks for team members, promoting a fair work environment while maximizing coverage during peak hours.
• Conducted regular audits of register funds, minimizing potential losses due to theft or error.

• Provided information to customers, balanced cash drawer, greeted customers, replenished sales floor merchandise, checked pricing, answered customer questions, developed understanding of products and services, processed payments, logged reports, communicated with customers

• Solicited credit, handled cash, operated cash register, completed layaways, completed store card accounts, completed returns and refunds, delivered accurate orders, replenished sales floor merchandise, helped customers complete purchases, managed merchandise returns, collaborated with sales floor maintenance personnel