Brandy Andrade
Hemet,CA
Summary
Dynamic professional with extensive experience at Riverside County Department of Public Social Services, specializing in strategic planning and exceptional written communication. Proven track record in delivering excellent customer service and demonstrating strong organizational and time management skills. Expertise includes coordinating invoicing and billing activities while streamlining office processes to enhance efficiency, productivity, and quality. Committed to ensuring optimal office operations through the implementation of effective administrative systems.
Overview
13
13
years of professional experience
Work History
Office Assistant III (Error Prevention and Corrective Action Team)
Riverside County Department of Public Social Services
Riverside, CA
02.2021 - 02.2025
- Assisted Program Specialists, Supervising Program Specialists, and Regional Manager in preventing errors and implementing corrective actions.
- Performed a variety of complex clerical work, including arranging unit meetings, individual conferences, appointments, and executives' meetings, as needed in support of administrative staff.
- Designed or revised office forms, and set up and maintained filing systems.
- Responsible for assisting in a variety of hiring interviews, upon request.
- Developed annotations and reports for conferences (meeting minutes), and recorded information as needed.
- Maintained QA Audit Log to facilitate secretaries and executives' review process.
- Compiled quality assurance data and disseminated insights to managers and administrative staff.
- Oversight of the Case Correction Accuracy Report for Quality Assurance (QA) Supervisors, and Self-Sufficiency.
- Collected information through mystery calls for management assessments.
- Directed strategic initiatives for efficient policy outcomes.
- Participated in the Performance Outcomes Timeliness Workgroup.
- Maintained documents efficiently.
- Handled sensitive information in a confidential manner; resolved administrative problems; maintained up-to-date employee holiday records, and attendance calendar.
- Enthusiastically helped with various units, departments, projects, and/or assignments.
- Sustain a professional and trusting relationship with all employees.
Eligibility Technician I
Riverside County Department of Public Social Services
Hemet, CA
01.2020 - 02.2021
- Completed Eligibility Technician Induction Training
- Conduct interviewed by phone for CalFresh and clarify Tax Household Information if customer requested Medi-Cal
- Determined initial eligibility for McFresh assistance program in accordance with established procedures; preformed complex eligibility work such as evaluations, investigations, and justifications of determinations
- Referred customers to other assistant programs who appear to be eligible
- Assisted in the completion and clarification of the application and declaration forms; interpret program regulations and customers rights and responsibilities; obtained pertinent information such as income, property, financial obligations from recipient during intake interview, respond to customers concerns/questions, and/or appropriate follow-up questions; obtain additional information if discrepancies exist
- Develop and maintain effective relationships with others; relate to people from varied backgrounds; show empathy, courtesy, concern, politeness and understanding
- Complete Journals using accurate grammar, that is clear and well-organized
- Utilized software such as C-IV, MEDS, Covered CA, IHSS Payment Portal, The Work Number, Quest, Perceptive Content, and Cisco Jabber
- Use external systems and search engines to conduct research to determine and/or verify eligibility
- Compute amount of grant authorized and perform other required computations
- Accurately gather, record, and correctly evaluate data necessary to determine eligibility for Medi-Cal and CalFresh programs
- Maintained accurate records, established priorities, and met deadlines
Office Assistant III (Policy)
Riverside County Department of Public Social Services
Riverside, CA
01.2019 - 01.2020
- Implemented support to our Regional Manager and Secretary I upon request, as well as performing duties of the Secretary I
- Performed a variety of complex clerical work including arranging unit meetings, individual conferences, appointments, and executives’ meetings as needed in support of administrative staff
- Resourceful in getting tasks done through multi-tasking and creative thinking skills
- Apply detail-orientation skills to catch potential typos and grammatical errors
- Possess technological skills necessary to perform data entry tasks and manage team calendars
- Retain thorough understanding of computer software, browsers, and operating systems
- Develop agendas as well as annotations and reports of the conferences (Meeting Minutes)
- Retrieve backup files and assignment sheets as needed for supervisors and Program Specialists’
- Interpret and follow written and oral instruction
- Give insight at Unit Meetings of any recommendations of changes needed
- Utilize SharePoint to create records for assignments and policies
- Prepare and process materials to obtain necessary data
- Handle all tasks for DPSS 161’s, Time sheets, and Time Studies, including retrieving signed DPSS 161’s and adding the information to the Outlook calendar for reference
- Responsible for collecting time sheets from staff and supervisors to be submitted to Human Resources
- Notify Medi-Cal workers when receiving a Newborn Referral Form via fax, so that one may approve medical benefits for the infant
- Receive termination letters from Inland Regional Center staff and assign to Medi-Cal Program Specialists on a rotating basis
- Monitor expiring Department Memorandums and revise expiration dates monthly
- Primary Liaison for creating monthly Meeting Annotations for CWDA Hot Topics for each Self-Sufficiency program and uploading it to be accessible through SharePoint
- Review and assign CIV Trouble Tickets, keep track of uploaded, revised, obsoleted policies and forms to direct list to proper staff
- Edit and finalize reports upon request
- Compose and maintain complex filing systems
- Accountable for completing weekly Policy Pearls, Mileage Reimbursements, Travel Requests’, along with assisting other supervisors if the initial liaison is out of the office
- Conduct other office support duties as requested by Supervising Program Specialist
- Take initiative to support the business by anticipating needs of staff and completing important tasks without needing to be asked
Eligibility Services Clerk
Riverside County Department of Public Social Services
Hemet, CA
09.2017 - 01.2020
- Assisted applicants and participants in the understanding of public assistance programs applicable to Federal and State regulations
- Communicated directly with applicants and benefit recipients, gathered facts and information to support claims, initiated and processed casework, and made recommendations for services based on needs and eligibility
- Reviewed a variety of forms, reports, and records for accuracy, completion, and compliance with policies and procedures, very attentive to detail, pended applications for Aid Programs, assigned cases to an Eligibility Technician, identified and recorded discrepancies and duplicate persons; performed file clearance and collected vital client information
- Updated applicants’ vital statistics and individual demographics
- Operated switchboard, processed high-volume calls, assisted callers, call routing, appended persons to cases, identified duplicate MAGI cases through CalHEERS (Covered California) program, interpreted and followed written and oral instructions
- Typed detailed journal entries regarding actions taken on each case
- Obtained information by phone and correspondence
- Set tasks for Eligibility workers to review documentation received by clients
- Interacted with the public
- Reviewed and cleared tasks, Sent, and received faxes, assisted customers with the Kiosk machine, Scheduled CalFresh next day appointments
- Served as a receptionist; as a secondary responsibility, offered high quality service by actively listening to the concerns of clients
- Retrieved voice messages
- Conducted clerical work and effectively learn specific operations for multiple departments, assisted Specialized Units with unassigned caseloads, knowledgeable of DPSS Policies and forms; as well as, protecting personally identifiable information
- Recorded information for case records
- Supervised and assisted coworkers with numerous tasks
- Initiated and requested Inter-County Transfers (ICTs) and Electronic Inter-County Transfers (eICTs)
- Knowledge of working the Medi-Cal Eligibility Data System (MEDS) State System
- Ability to check issuances for CalWORKs/CalFresh programs, and program status in C-IV System
- Conducted training for newly hired Eligibility Services Clerks (ESC’s)
- Maintained a professional work relationship with all staff
- Ability to recognize what clients could potentially be eligible for
- Followed all procedures to avoid PII violations
- Offered public referrals upon request
Office Assistant
Riverside County Department of Public Social Services
Hemet, CA
08.2015 - 09.2017
- Scheduled Interview and Recertification appointments, reviewed applications for completion, imaged applications into CIV System, conducted research, retrieved, and Indexed documents turned in by clients
- Received Eligibility Technician’s phone calls, voicemails and returned messages
- Took charge of return mail & imaged into C-IV cases
- Provided clients with information
- Sorted and Filed paperwork, trained in more difficult tasks, such as Telecommuter caseloads and InterCounty Transfers
- Mailed out standard forms and helped with completing documents
- Gathered and recorded information from clients
- Verified and cross-referenced information provided on documents
- Maintained outstanding customer service to clients and staff
- Provided public referrals, standard forms and explained how to complete them
- Maintained informational records, assisted callers by providing information, taking messages, or routing calls to others
- Verified the accuracy of information entered, and corrected errors
- Prepared correspondence and reports, filing, indexing, and crossreferencing
- Knowledge of office procedures, prepared correspondence, prepared and maintained accurate records and reports
- Understood and followed written and oral instructions
- Trained newly hired WEX participants
Billing and Purchasing Coordinator
Susie’s Beauty Services
Redlands, CA
04.2012 - 09.2015
- Established a professional line of communication with clients, vendors, employees, and other individuals
- Performed general office functions, such as appointment setting, record keeping, answering telephones, direct calls, take messages, process mail, and organize materials
- Heard and resolved complaints from clients
- Received payment and record receipts for services, as well as handle any outstanding payment issues
- Sustained exceptional time management skills to ensure time is properly allocated and planned
- Formatted, proofread, and edited documents
- Assessed products, services, and vendors
- Perform internal inventory audits, Researched purchase order discrepancies to identify root causes and develop action items to resolve
- Reconciled customer material billing, create and revise purchase orders
- Managed incoming correspondence from clients, suppliers, or partners in a timely manner (correspondence, budget proposals, invoices etc.) and stored copies for later reference before distribution
- Accessed computerized account files to obtain or update information and data
- Prepared billing information to customers’ immediate family and/or third-party intermediaries for services rendered or for fees or other related charges
- Followed policies and confidentiality dictations to safeguard client’s personal data
- Resolve work complications such as, workflow and staffing needs
Education
High School Diploma -
Alessandro High School
HemetSkills
- Experience utilizing CalSAWS
- MEDS (Medi-Cal Eligibility Data System)
- Quest
- Strategic planning
- Front desk reception
- Document routing
- Appointment setting
- Researching
- Cash/check handling
- Superb written communication skills
- Meeting coordination
- Policy interpretation
- Time management
- Proficient in Microsoft Word
- Proficient in Microsoft Excel
- Proficient in Microsoft Outlook
- Proficient in Microsoft PowerPoint
- Pending and file clearance
- Eligibility Intensive Introduction Training
- Knowledge of Self-Sufficiency programs (CalWORKs, CalFresh, Medi-Cal)
- MEDS Eligibility knowledge
- Ability to work fast paced
- Ability to handle high volume calls
- Experience as a virtual assistant
- Excellent 10 key skills
- Alpha data entry skills
- 44 WPM
- Software proficiency
- Confidentiality practices
- Professional demeanor
Certificates Training
- Eligibility Technician Induction
- Office Academy
- Speed/Proficiency Typing Test Certificate
- Strike Team IV (Eligibility Services Clerk)
Other
Possession of a California Driver’s License
Timeline
Office Assistant III (Error Prevention and Corrective Action Team)
Riverside County Department of Public Social Services
02.2021 - 02.2025
Eligibility Technician I
Riverside County Department of Public Social Services
01.2020 - 02.2021
Office Assistant III (Policy)
Riverside County Department of Public Social Services
01.2019 - 01.2020
Eligibility Services Clerk
Riverside County Department of Public Social Services
09.2017 - 01.2020
Office Assistant
Riverside County Department of Public Social Services
08.2015 - 09.2017
Billing and Purchasing Coordinator
Susie’s Beauty Services
04.2012 - 09.2015
High School Diploma -
Alessandro High School
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