Charity England Kidd
Harrodsburg
Summary
Detail-oriented professional driven to resolve claims fairly while representing interests of employer. Conducts thorough and informed investigations, precisely evaluates losses and negotiates settlements that satisfy diverse parties. Builds and maintains professional and productive relationships and works to understand potentially conflicting points of view.
Seasoned insurance specialist with excellent planning and problem solving abilities. Offering several years of experience and a willingness to take on any challenge. Organized, driven and adaptable professional with successful history managing high caseloads in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Claims Specialist (Generalist)
Social Security Administration
Danville
06.2018 - Current
- I interview applicants, beneficiaries, and other members of the public from a wide variety of diverse backgrounds in a courteous and respectful manner.
- I interview claimants through face-to-face, telephone, or VSD interviews.
- I maintain control of the interviews by listening to the person(s) then communicate to them in an effective and concise way, ensuring the individual understands the issue at hand.
- I interview the public daily, treating everyone with dignity and respect.
- As a generalist CS, I effectively process the full scope of both TII and TXVI pre-adjudicative and post-entitlement issues.
- I conduct interviews regarding an individual applicants’ eligibility for retirement, survivors, disability and health insurance benefits and eligibility to supplemental security income.
- I also conduct case reviews, informal and formal conferences to reconsider initial decisions, and post-eligibility decisions affecting eligibility, continuing eligibility, or amount of payment under all Social Security programs.
- I control all workloads and take immediate and necessary action to process claims that are medically approved/denied in a timely and efficient manner.
- I examine all evidence for case development, resolve issues and write special determinations.
- I determine accurate payment amounts and approve or deny applications accordingly.
- I write determinations (including rationale) for both TII and TXVI claim types, which involve investigation of the allegations, the governing regulations and possibly a formal or informal conference with the individual.
- I properly manage my workload by utilizing MCS, MSSICS/CCE, ERPS, PCACS, MDW, EMS, DMS, EDCS, MAPS, WAC, eWork, SSTNG and other various software programs.
- I effectively and efficiently utilize all automation tools to perform daily job duties.
- I maintain an accurate and working knowledge of the ever growing and changing automation tools and programs that are available.
- I control my share of the office’s SSI redeterminations.
- I process more than my share on a continuing basis.
- I maintain my own appointment schedule of claimants needing an RZ and schedule them each week.
- I follow-up with claimants when needed sending letters informing them of necessary actions or documents they need to provide.
- I consistently demonstrated the ability to work independently or as part of a team to achieve Agency goals.
- I am an information source for other employees in the office, from Customer Service Representatives to the current technical expert, as well as management.
- I assist them with non-routine, complex questions, and situations.
- I assist co-workers to find specific policies they are needing for their situations.
- I help train new employees in my office.
- My management team will have them observe me while I conduct and complete various applications for claimants.
- I continue to be a team player by volunteering to answer phones, working the front desk, and volunteering for additional interviews when the office is in need.
- I process and complete cases in Electronic Disability Claim System (EDCS).
- I fully complete electronic cases for initial, reconsideration, and hearing level claims.
- I processed CDRS in EDCS and transfer the appropriate claims to the DDS office/hearing offices.
- I have volunteered to assist the district office with additional overpayment diaries.
- I also serve as the office lead for SSI overpayments and have conducted training for the service representatives.
- I have also served on the SDF Cadre for the Area Directors Office helping to clear multiple workloads for offices across the state.
Lead Customer Service Representative
Social Security Administration
Danville
10.2016 - 06.2018
- I assist in developing office work plans.
- I review and comment on new procedures, assist in developing supplementary procedures and/or reminder items for unit personnel.
- I monitor workload receipts, pending and backlogs; analyze data; adjust workloads according to priorities and make recommendations for reducing backlogs and improving the processing of work.
- I identify positive and negative trends in program operations which have work processing or public information significance.
- I communicate findings to superiors for evaluation.
- I evaluate telephone interviews, through service observation, to determine accuracy, completeness and consistency of information provided and assure that responses are made in a helpful, courteous manner.
- I report to supervisory staff on the quality and accuracy of CSR responses and make recommendations for improvements.
- I conduct quality reviews of completed case work of unit personnel to determine accuracy, detect trends and operational and systems problems.
- I serve as technical advisor for CSRs in responding to very unusual/difficult/sensitive cases.
- I serve as technical advisor on the use of systems-related records and equipment and help other employees in resolving complex cases.
- I advise supervisor of training needs and, as assigned, develop appropriate training materials, schedules and plans to meet those needs.
- I conduct training for office staff as necessary.
- I demonstrate skill in monitoring and controlling workloads.
- I have extensive knowledge of services offered by local, Federal, and State government agencies and by private agencies that are available to the aged, blind, and disabled and other claimants/beneficiaries that could supplement SSA-administered programs or otherwise benefit the general public.
- I have adaptability in accepting and performing a variety of work assignments and in resolving complicated issues on a recurring basis in what can be at times a tense setting.
- I have skill in oral communication sufficient to explain or reconcile divergent viewpoints in interpreting instructional materials and applying approved operating policies and procedures.
- I also serve as the office SLC.
Service Representative
Social Security Administration
Danville
05.2014 - 10.2016
- I conduct in person and telephone interviews with claimants to determine if they meet eligibility requirements to apply for Social Security and/or Supplemental Security income benefits.
- I take and adjudicate abbreviated SSI applications.
- I process and adjudicate Representative Payee applications and capability determinations.
- I initiate development for Continuing Disability Reviews.
- I process applications for new and replacement Social Security cards.
- I provide claimants with information to help them understand Social Security programs.
- I determine claimants' needs and refer them to other agencies for assistance when necessary.
- I contact beneficiaries and/or Representative Payee's to obtain documentation required to process post entitlement inputs.
- I respond to Payment Service Center request for assistance.
- I take action to develop and follow-up on messages sent from the tele-service center.
- I process inputs to correct or change records of entitlement and eligibility.
- I ensure that proper documentation is received to process reconsideration, hearing and appeals counsel request.
- I work overpayment diaries (B1, B2, B3, B5, B9), Wage diaries (S2 and K6), address discrepancy diaries (Z7 and D8).
- I process SSI 1719B inputs.
- I prioritize workloads to ensure that necessary action is taken in a timely manner and follow-ups are made on all pending workloads.
- I assist fellow employees by providing them with training to understand and apply new procedures.
- To include special wage payments, processing prisoner alerts, and also MAP 527 training.
- I enhance my knowledge of SSA Programs by independently researching Policy Net to locate proper instructions and reference material.
- I have served as a mentor to newly hired Service Representatives in training.
- I maintain a growing knowledge of SSA programs, procedures and systems enhancements.
- I conduct training sessions with my co-workers independently and cover various topics based on their training needs.
- I serve as a contact for the office on complex enumeration cases.
- I took over all of the CDRs for the office.
- I import, assign, and track CDRs to completion.
- I currently have an IDP on file.
NCOIC, Commander's Support Staff
445th Operations Support Squadron
WPAFB
11.2006 - 10.2014
- I supervised and performed personnel activities and functions to include personnel action requests and unit orderly room tasks, managed Air Force retention programs, assisted military personnel making career decisions, and advised on personal affairs.
- I also conducted training for subordinates, accomplished sign in and sign out process/related to time-keeping, and completed travel order requests.
- I conducted training sessions pertaining to time-keeping, and various processes that were related to the administration of personnel programs.
- I organized and planned squadron activities to boost morale and encourage teamwork.
Field Office Administrator
Social Security Administration
Corbin
08.2009 - 05.2014
- My duties included serving as the primary time keeper for 26 employees and I was the primary cashier for the office.
- I properly coded and entered third party drafts and maintained accurate records.
- I accurately tracked overtime on the overtime control sheet via sharepoint.
- I received and responded to general inquiries from Congress, attorneys and other sources concerning such matters as initial disability claims, status of appeals, and post entitlement issues.
- I prepared and coordinated a wide variety of administrative reports dealing with travel, training, and time and attendance.
- I also sent out monthly press releases to media outlets in our district, highlighting the different types of programs that are available to the public and highlighting our online services.
- In addition to field office administrator duties, I also acted as a service representative.
- I performed Service Representative duties 4 out of 5 days a week.
- As a service representative, I conducted interviews in person and by telephone to assist individuals requesting service from SSA.
- I gathered information to determine their need or the nature of their problem, and then applied SSA policy and procedure to resolve their issue to completion.
- I often provided information to the public of a complex technical nature, including questions about entitlement and payment information from all of SSA's programs (i.e. Retirement, Survivors, Disability, Medicare, and SSI).
- I also called upon knowledge of non-program related social services to refer those who needed help to other community related assistance programs (i.e. Unemployment, Medicare Savings Programs, Food Stamps, Veterans, Black Lung, Food banks, Medication assistance, etc).
- I processed a complex workload including: prisoner reports, student entitlement, enumeration, DACUS alerts, SSA 721's, direct deposit requests, T2 and T16 change of address, and third party verifications.
- I often developed and processed T16 changes and determined when issues that were more complicated went to the T16 CR unit.
- I managed a large SSI wage workload controlling and inputting wages for T16 deemors.
- I developed waiver requests and repayment agreements for both T2 and T16 overpayments.
- I developed and processed complex enumeration issues such as SS-5's for aliens and children over age 1 and served as a resource for the CR unit when they encountered these cases.
- I developed and controlled wage information for T2 trial work period cases.
- I received and processed T2 garnishment cases.
- I received and developed all levels of appeals obtaining all required documentation before transferring to the appropriate office.
- I also processed 1695's, 1696's, and Fee agreements.
- I also developed CDRs to include Age 18 CDRs.
- I also processed CDR reconsiderations and hearing requests.
- I handled PCACs, ePath requests, and MDW requests for assistance from other offices.
- I interviewed potential Representative Payee applicants, assessed their capability, and selected appropriate payees for individuals incapable of managing benefits.
- I also handled payee accounting requests and non-responders.
- I developed and processed payee use and misuse of benefits workloads.
- I developed and referred several cases of program related fraud.
- I processed Medicare enrollments and withdrawls.
- I contacted the payment centers on issues of entitlement and case processing and acted as a liaison between the public and P.C. while issues were resolved.
- I worked on Duplicate Check Negotiation cases and assisted beneficiaries in filing claims with the Department of Treasury.
- I also monitored DCN cases to ensure the overpayments were collected properly if DCN was involved.
- I managed automated phone system requests.
- I processed incoming and outgoing mail.
- I worked on several Medicare D events providing prescription drug information to the public and assisting with subsidy applications.
- I also processed and referred MySSA fraud cases.
- I also processed critical payments when necessary.
- I managed a complex workload determining which items were priority requests and processing all work in a timely fashion.
- I did this independently with minimal supervision.
- I researched policy and applied it to workloads to make determinations of eligibility for SSA programs and benefits.
- I handled problems with state buy in and Medicare billing problems.
- I also handled a wide variety of complicated customer service issues from non-receipt of payment to systems generated errors, always providing timely and professional service to the public when a problem arose.
- I sorted and distributed incoming mail, processed outgoing mail including shipping folders to DDS and ODAR.
- On a daily basis, I used the following systems to help monitor my workloads, which included but were not limited to: CDR2000, DMS, EDCS, PUPS, E562, CHINET, ERPA, WAC, E4345, WEBACE, RZWIZ, EWORK, WHAT, OPWIZ, PAYEEWIZ, JUSTICEXCHANGE, and SSTNG.
- I completed various special projects and tasks as directed by the district manager, which included establishing an outreach for mobile wage reporting and telephone wage reporting.
- I networked with a media company, established an outreach for online services, and conducted training on how to reduce stress in the workplace.
- I also conducted training to other cashiers and time-keepers upon learning of my transfer.
Administrative Technician
Kentucky ARNG
Frankfort
06.2004 - 11.2006
- I held a leadership role as Squad Leader.
- I briefed and advised personnel on personal affairs and assisted with career decisions.
- I ensured personnel were aware of current policies, procedures, and directives concerning administrative communications and personnel administration.
- I also processed all awards for a unit of 100 personnel.
- I accomplished all in and out processing for unit personnel, related to new hires and terminated employees.
- I was responsible for briefing personnel on unit processes and procedures.
- I was considered the expert in day-to-day operations.
Education
Some College (No Degree) - Business Administration
Eastern Kentucky University
Richmond , KYSkills
- Microsoft Office
- Speech
- Comprehension
- Typing 80 WPM
- Card Punching CPM
- Ability to Speak or Write Language Other Than English
Social Security Last4
2044
Awards
- NRB, 07/2023, GS11, Providing SSI overpayment training
- ECSA, 08/2022, GS11, Continued progress in independent processing of generalist workload
- NRB, 07/2020, GS11, Providing training to customer service representatives
Training And Self Development
- Eastern Kentucky University, Business Administration, 64
- SSA, 06/2020-08/2020, T2 Crossover Training, 20, FT, Yes
- SSA, 01/26/2017-01/27/2017, SLC Training Course, 8, FT, Yes
- SSA, 12/07/2016, EWD NO FEAR ACT 2016, 1, FT, Yes
Details And Developmental Assignments
- 08/2015, 06/2018, IDP-Work more independently within eWork, Import, assign, write, and track CDRs for the office, and work various SSI diaries.
- 04/22/2013, 05/22/2013, Volunteered for Service Representative detail to the Lexington, KY FO. Duties included interviewing the public, processing foreign SS-5 applications...
- 03/01/2012, 02/28/2013, Opportunities for Excellence. Developed and referred fraud cases via e8551, observed and completed a retirement claim...
Timeline
Claims Specialist (Generalist)
Social Security Administration
06.2018 - Current
Lead Customer Service Representative
Social Security Administration
10.2016 - 06.2018
Service Representative
Social Security Administration
05.2014 - 10.2016
Field Office Administrator
Social Security Administration
08.2009 - 05.2014
NCOIC, Commander's Support Staff
445th Operations Support Squadron
11.2006 - 10.2014
Administrative Technician
Kentucky ARNG
06.2004 - 11.2006
Some College (No Degree) - Business Administration
Eastern Kentucky University