Donna J. Gonzales

• Job duties included as customer service representative providing support of designated queue calls coming in or responding to emails from members and/or providers in reference to claims status, eligibility/benefit details, doctor referrals, in-network provider verification, member ID verification, medical authorization status, process premium payment transactions;
• data entry required of all calls received per designated queue and emails, manage multi-line phone system;
• daily collaboration with Claims Dept., Billing Dept., and Enrollment Dept. in reference to inquiry verification;
• forward member or provider complaints/grievances to proper department, as necessary oversee follow-up to ensure timely resolution of issue.

• Job duties included assisting Child Protection Case Managers with client workload, provided transportation and supervised family visits;
• Required data entry within state database of family visit documentation; transportation schedule carefully planned for upcoming infant and/or toddler transportation.

• Job duties included being the deputy records custodian for all central files and records;
• general office duties included filing, making copies, scanning, faxing, routing dept. mail, daily data entry, office correspondence; daily interaction with public via phone calls, email and/or person-to-person; managed payment transactions which included citation fines, court fees, restitution/bond payments, business/vendor license fees, and balance cash drawer at end of day;
• Department of Motor Vehicle correspondence included report of driver license violation points, clearance letters and default notices;
• assisted Municipal Court with creating initial case files, assigned docket numbers, daily data entry, processed all defendant files after court proceedings with designated outcome documented for future follow-up or reference, scheduled defendants for court; attended City Council Meetings, included setting-up and cleaning-up.

• Job duties included providing front desk support, routed mail, answered multi-line phone system, filed, ordered office supplies, daily data entry, processed multiple building permit applications;
• Scheduled building and septic inspections for building inspectors; initiated correspondence to Land Use clients; kept yearly computer logs and binder logs of all permits issued; maintained/stocked all office supplies, applications and resource information;
• Scanned building plans and septic plans on an industrial scanner; handled accounts payable for department, tracked payments received on Excel spreadsheet.
• Additional job duties within the Land Use Department, I took minutes for the Planning Commission-PC meeting on a monthly basis, on one occasion I took minutes for the Board of County Commissioners meeting. In assisting the Land Use Administrator for presentation, I processed a variety of Land Use applications; organized and mailed PC packets including memorandum, meeting agenda, last month's minutes for review and current Land Use application(s) with all required applicant submittals attached.
• Additional record keeping included downloading the audio recording of minutes onto a disc and kept a binder log of minutes taken, along with community sign-in sheet and agenda.

• Job duties included providing front desk support, greeted and attended to clients with questions or needing direction, scheduled appointment(s) with case manager or case worker, processed client verification, filed, routed mail, answered multi-line phone system, daily data entry in the state-wide database, maintained office supplies within the common-areas; provided community resource information to clients.

Worked under the supervision of Child Find Coordinator. Child Find records clerk - job duties included daily data entry, used and maintained checklists to keep track of detailed step-by-step process, maintained/communicated clinic schedule with Child Find professional team, provided developmental screening results to team, remained up to date with current office practices and procedures, updated/revised office forms and checklists when needed, planned/organized clinic schedule in consideration of 45-day deadline and remained knowledgeable of state-wide Child Find mandates and procedural changes.

• Child Find screener - job duties included providing and administering developmental screenings within the ages of newborn to five years old, scheduled evaluation appointments, participated in pre-meeting reporting of screening results to professional team, maintained hearing equipment and vision materials with great care, collaborated with other agencies.
• Spanish Translator - approximately seven years I had provided written and conversational translation to families throughout my SLV BOCES employment. While employed with Friday Health Plans, I was scheduled within the Spanish queue to where 90% of my phone interactions were Spanish speaking members.