Christine Kasl
Phoenix ,Az
Summary
Experienced administrative and eligibility specialist with 15+ years in healthcare-related and customer-facing roles. Skilled in verifying patient benefits, documenting insurance data in EMR systems, and ensuring accurate and timely coordination of benefits. Proven ability to communicate with patients and cross-functional teams to resolve insurance and eligibility issues efficiently.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Human Services Worker II / Case Aide
Department of Economic Security, DDD
02.2023 - Current
- Serve as the first point of contact for in-office clients.
- Verify coverage and process patient documentation in accordance with program and policy requirements.
- Identify and flag potential benefits discrepancies during intake and redetermination processes.
- Request and process medical records from providers; maintain tracking logs.
- Respond to client inquiries; assist with referrals and document workflows.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
Secretary
Department of Economic Security, DDD
05.2022 - 02.2024
- Greeted and directed visitors; routed documentation appropriately.
- Managed mail, phones, and scheduling for case management staff.
- Collaborated with medical staff to obtain records for eligibility assessments.
- Maintained documentation logs and sensitive correspondence under compliance protocols.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Maintained electronic filing systems and categorized documents.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Volunteered to help with special projects of varying degrees of complexity.
Customer Service Representative
Circle K Stores
05.2020 - 05.2021
- Delivered prompt and courteous service in a high-traffic retail setting.
- Managed accurate transaction processing including cash and card.
- Addressed and resolved customer concerns efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Cashier
Ross
03.2014 - 09.2014
- Processed purchases and handled end-of-day drawer audits.
- Assisted customers in locating products and resolving concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Answered questions about store policies and addressed customer concerns.
Customer Service Representative / Program Service Evaluator
AHCCCS
01.1998 - 06.2011
- Verified Medicaid eligibility; conducted client intake interviews.
- Assisted applicants in completing forms and submitting documents.
- Interpreted policy regulations related to public health benefits.
- Identify and flag potential benefits discrepancies.
- Supported call center and outreach team with claim evaluations.
- Answered high volume of inbound calls.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
- Processed and certified documents for accuracy and compliance with government regulations.
- Trained staff on current eligibility requirements and policies.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Reduced case backlog by implementing efficient prioritization strategies for case processing.
Education
Certificate - Phlebotomy
Phlebotomy USA
Phoenix, AZ07.2024
High School Diploma -
Camelback High School
Phoenix, AZ05.1989
Skills
- Insurance Eligibility Verification
- EMR & Patient Management Systems
- Coordination of Benefits (COB)
- HIPAA Compliance
- Data Entry & Coverage Documentation
- Communication with Patients
Certification
Certified Phlebotomy Technician - Phlebotomy USA, 2024
Timeline
Human Services Worker II / Case Aide
Department of Economic Security, DDD
02.2023 - Current
Secretary
Department of Economic Security, DDD
05.2022 - 02.2024
Customer Service Representative
Circle K Stores
05.2020 - 05.2021
Cashier
Ross
03.2014 - 09.2014
Customer Service Representative / Program Service Evaluator
AHCCCS
01.1998 - 06.2011
Certificate - Phlebotomy
Phlebotomy USA
High School Diploma -
Camelback High School
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