Claudia Saucedo

Help identify and fix any errors in the MEDs or CalSAWs systems that is or could impact client benefits. process MC RRRs on the IVR line. Processed CF intake cases. Answer the MEDs hotline where we receive calls from CBS, leads, MEDs operators and Program Administrators including Fair Hearings and helping them resolve issues that involve MEDs and are impacting the clients benefits. Help train the operators over the phone when they need help with completing transactions. Helping clear the records that have Duplicate Records in CalSAWs and emailing other counties when they need to clear their record. Identifying issues that are out of our control for corrections and submitting State tickets. Currently assigned different task: Soft Pause list (cases that have been on SP and need to have the MC RRR processed) Duplicate Person Records, Duplicate CINs (clients that have more than one CIN) and our regular MEDs alerts.

Maintain a caseload of approximate 150 Cal-Works, Medical and Cal Fresh Cases. Timely processed quarterly reports (QR7) and conduct face to face interviews for annual renewals with clients. Answer clients questions regarding their benefit amounts for their CalWorks, CalFresh and/or Medi-Cal. Refer clients to appropriate agencies regarding housing or counseling needs. Assisting clients that drop in into the office during drop in hours to answer their questions and/or resolve any issues they might have with their CalFresh and/or MC cases as well as helping them via the IVR system.

Provided information to low income families concerning the nature, availability and potential benefits of public health services available to them. Was a certified Child Safety Technician and taught 10 car seat safety classes every month both in English and Spanish. Screened WIC applicants and set up appointments, determined WIC eligibility, weight and measured infants, children and pregnant woman. Issued WIC vouchers and correctly maintained logs of issued vouchers.

Responded to customers questions over the telephone, regarding transactions on their accounts. Dealt with irate customers in a professional manner while explaining to them fees and charges on their accounts, explained the complex banks policies and procedures in a simplified manner. Performed transactions requested by customers and made sure customers questions were answered in a thorough and clear manner while maintaining high customer satisfaction and meting and exceeding goals set by supervisor each quarter. Helped with training of new employees.