Deanna Rountree
Kinston
Summary
Dynamic professional with extensive experience in Medicaid eligibility and case management at Wayne County Department of Social Services. Proven ability to maintain accuracy and efficiency in application processing while demonstrating exceptional problem-solving and interpersonal skills. Adept at utilizing Microsoft Excel to enhance organizational effectiveness and ensure timely recertifications.
Overview
21
21
years of professional experience
Work History
IMCII
Wayne County Department of Social Services
Goldsboro
08.2018 - 07.2020
- Determining Medicaid eligibility by initial intake and reviewing of ongoing cases in person and by telephone. The process requires gathering and verifying required information. Interviewing prospective public assistance applicant(s), and provide program information and making referrals as applicable. Recertifying existing Medicaid recipients within policy and procedures, maintaining monthly stats and accuracy of recertifications completed in a timely matter, completing applications and processing Late recertifications when applicable.
IMCII
Lenoir County Department of Social Services
Kinston
08.2013 - 06.2018
- Determining FNS eligibility by initial intake and reviewing of ongoing cases. The process requires gathering and verifying required information. Interviewing prospective public assistance applicant(s), and provide program information and making referrals as applicable. FNS Recertification worker- Recertifying existing FNS recipients within policy and procedures, maintaining monthly stats and accuracy of recertifications completed in a timely matter, completing applications and processing Late recertifications when applicable.
Customer Service Representative
EBT Call Center – Martin County
Everetts
01.2013 - 08.2013
- Provided customer support to clients via the telephone. Handled customer inquiries and resolved simple and basic support issues, such as address changes and other account related issues. Knowledge of NC Fast and for inbound customer questions, account maintenance and concerns. Followed up on escalated issues, tracked and documented inbound support requests and ensured proper notation of customer’s issues and problems.
Customer Service Representative
Centurylink
03.2009 - 08.2012
- Work From Home position as a Customer Service Representative assisting customers with internet, telephone and television needs and requests.
Internet Customer Services Representative
AT&T Internet Services
Goldsboro
03.2008 - 09.2009
- Assisted residential and business customers with internet registration, email creation, DSL physical line signal testing, modem/filter set-up in a call center environment
- Assist customers with email, browser issues, and modem troubleshooting as well as other computer issues within scope of support
- Interact with other departments to resolve customer issues or provide additional services
- Consulted with customers to recommend and sell a variety of AT&T products and services to meet our customer’s needs
- Provide AT&T customers with a positive sales and service experience
- Interact with multiple online systems while speaking with customers
- Meet sales quotas and service objectives in a fast paced call center environment
Administrative Clerk
Laidlaw Transit Services
Greenville
04.2006 - 08.2007
- Handles the day to day organization of the office staff and personnel which includes storing, retrieving and integrating of information. Performed a variety of tasks which included planning and scheduling meetings, appointments, organizing and maintaining paper and electronic files, utilizing and managing telephone calls, mail and the internet. Performed daily tasks such as spreadsheets, correspondents and database management. Familiar and accurate with preparing billing, accounts payables and payroll applications.
Operations Manager
Laidlaw Transit Services
Kinston
08.2005 - 04.2006
- Managed all aspects of the day- to – day operation of a 10- vehicle transportation service for Lenoir County. Ensured contractual compliance and customer satisfaction in all areas of operation, and work closely with the county coordinator. Recommended changes in policy or procedures, as necessary to ensure system continually operated the most effective and efficiently as possible and strived to promote excellent passenger relations.
Project Manager
Laidlaw Transit Services
Kinston
04.1999 - 08.2005
- Oversaw effective recruitment, hiring, training of the personnel including drivers (driver classroom and behind – the- wheel training) to ensure successful on- the- road operations, passenger relations and safety. Conducted monthly safety meetings. Control all scheduling duties in conformance with Laidlaw and customer procedures. Ensured the safety of the operations as it related to the service delivered, the passengers utilizing the service and the employees providing the service. Documented employee performance and applied appropriate discipline duties. Assisted Project Manager as well as all scheduling and reservationists duties to ensure safe and efficient transportation.
Education
A.A. - Business Management
University of Phoenix
Phoenix, AZ01.2007
Skills
- Microsoft Excel
- Medicaid eligibility
- Case management
- Application processing
- Customer relationship management
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Interpersonal skills
- Organizational skills
- Friendly, positive attitude
- Troubleshooting
- Microsoft Word
- Microsoft Access
- Sign language
- Calm under pressure
- Organization and time management
- Problem-solving
- Microsoft office
Accomplishments
2016 Community Leader Award During Hurricane Floyd
Hobbies and Interests
- Computer programming
- Researching on the web
- Exercising
- Playing the piano
Major Accomplishments
Effectively proficient in computer skills such as Microsoft Word, Microsoft Office Tools and Excel. Administrative functions such as budget planning, payroll, and record keeping and customer reporting.
Work Preference
Location Preference
RemoteTimeline
IMCII
Wayne County Department of Social Services
08.2018 - 07.2020
IMCII
Lenoir County Department of Social Services
08.2013 - 06.2018
Customer Service Representative
EBT Call Center – Martin County
01.2013 - 08.2013
Customer Service Representative
Centurylink
03.2009 - 08.2012
Internet Customer Services Representative
AT&T Internet Services
03.2008 - 09.2009
Administrative Clerk
Laidlaw Transit Services
04.2006 - 08.2007
Operations Manager
Laidlaw Transit Services
08.2005 - 04.2006
Project Manager
Laidlaw Transit Services
04.1999 - 08.2005
A.A. - Business Management
University of Phoenix