Dianna Lucero
Cañon City,CO
Summary
Proven Eligibility Technician with a track record of enhancing customer satisfaction and minimizing fraud risks at Pueblo County Dept Social Services. Excelled in teamwork and information gathering, significantly contributing to program integrity and efficiency. Demonstrates unparalleled attention to detail and adaptability, ensuring high levels of data security and client service excellence.
Overview
32
32
years of professional experience
Work History
Scanner
Express Personnel
06.2021 - 10.2024
- Gathered, sorted and scanned documents to enter into computer system.
Receptionist
Premier Mortgage Company
11.2020 - 05.2021
- Enhanced operational efficiency by managing phone calls, emails, and walk-in clients.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Eligibility Technician
Pueblo Count Dept Social Services
05.2014 - 12.2016
- Promoted a customer-centric approach within the team, emphasizing empathy and understanding when assisting clients with complex eligibility challenges.
- Collaborated with team members to resolve complex cases, utilizing expertise in regulations and policies to make informed decisions.
- Established relationships with external partners such as social service agencies to facilitate seamless referrals between programs when appropriate.
- Contributed positively to a collaborative work environment by sharing knowledge, best practices, and insights into improving overall team performance.
- Developed comprehensive case files for each client, documenting all relevant information needed for eligibility determinations and audits.
- Maintained high levels of confidentiality while handling sensitive personal information, following strict protocols for data security and privacy.
- Addressed escalated client concerns professionally and efficiently, working to find solutions that maintained program integrity while meeting client needs.
Eligibility Technician
Pueblo County Dept Social Services
06.2000 - 12.2012
- Supported agency efforts to minimize fraud risks by diligently verifying applicant identity and reviewing supporting documentation for authenticity.
- Enhanced customer satisfaction with timely and accurate eligibility assessments, providing clear communication of requirements and expectations.
- Developed comprehensive case files for each client, documenting all relevant information needed for eligibility determinations and audits.
- Maintained high levels of confidentiality while handling sensitive personal information, following strict protocols for data security and privacy.
Eligibility Technician
El Paso County Dept Social Services
05.1992 - 05.2000
- Aided in the development of training materials and resources for new hires, ensuring a comprehensive understanding of eligibility processes and requirements.
- Reduced errors in benefit calculations by conducting thorough reviews of applicant financial information, ensuring consistency with program guidelines.
- Established relationships with external partners such as social service agencies to facilitate seamless referrals between programs when appropriate.
- Addressed escalated client concerns professionally and efficiently, working to find solutions that maintained program integrity while meeting client needs.
- Participated in professional development opportunities to stay current on changes in state and federal regulations affecting program administration.
Education
Bachelor Of Business Administration - Business Administration
University of Southern Colorado
Pueblo, CODiploma - General Studies
Walsenburg High School
Walsenburg, COSkills
- Teamwork orientation
- Information gathering
- Accuracy and precision
- Multitasking
- Data logging
- Time management
- Document control
- Needs assessment
- Teamwork
- Customer service
- Attention to detail
- Reliability
- Excellent communication
- Active listening
- Adaptability and flexibility
Timeline
Scanner
Express Personnel
06.2021 - 10.2024
Receptionist
Premier Mortgage Company
11.2020 - 05.2021
Eligibility Technician
Pueblo Count Dept Social Services
05.2014 - 12.2016
Eligibility Technician
Pueblo County Dept Social Services
06.2000 - 12.2012
Eligibility Technician
El Paso County Dept Social Services
05.1992 - 05.2000
Bachelor Of Business Administration - Business Administration
University of Southern Colorado
Diploma - General Studies
Walsenburg High School
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