IRENE CARDOZA
Round Rock,TX
Summary
Ability to interpret policies, procedures, rules, regulations and standards to internal and external stakeholders. Skill in data analysis and report production. Ability to provide leadership and organizational advice. Ability to handle multiple projects, produce accurate work, and meet timeliness. Ability to identify problems, evaluate alternatives, and implement effective solutions. Ability to organize and prioritize workload and perform work on own initiative.
Overview
23
23
years of professional experience
Work History
Protective Srv Intake Spcl V
The State Of Texas
Austin, TX
04.2016 - 09.2020
- Protective Services Intake Specialist V- Serves as Protective Services Intake Specialist in Complaint and Incident Intake Call Center- Specialized Intake Processing Unit. Answers calls and process complex inquiries complaints and incidents related to abuse/neglect/exploitation (A/N/E) involving Nursing Facilities, Assisted Living Facilities, Day Activity and Health Services (DAHS), ICF/ID Facilities, Home Health and Hospice Agencies, Prescribed Pediatric Extended Care Center (PPECC) and Health Care Regulation providers. Performs complex analysis of complaints, requests for information, suggestions and facility reported incidents from general public, legislative offices, news media, other agencies and organizations, regulatory services staff, facility residents and family members in accordance with policies and procedures. Specialized processing and analysis include complaints and incidents received via email, postal mail, fax, web portal, voice mail and referrals submitted by agency program staff or other state agencies. All intakes are assessed for determination of priority, allegation type, and handling and entered into intake systems. Receive, process, prioritize, and distribute intake reports for investigation. -Interpret policies, rules, and regulation to internal and external stakeholders. -Create investigation reports for complaints and incidents. -Communicate on complex level with others internally or externally in providing information exchange, verification, answer inquiries, and address issues to resolve problems and complaints. -Took part in office social committee and later became in-charge of our unit's social committee.
Texas Health & Human Services- Advisor II
The State Of Texas
Round Rock, TX
11.2007 - 04.2015
- Performed complex technical, administrative, and management work in Texas Works direct delivery unit. Interviewed clients, verified financial and other information, and determined/re-determined eligibility for SNAP, TANF, and TW Medicaid programs. Processed changes to client status, overpayments, and adjustments or restored benefits. Provided general information and assistance to clients regarding programs and application process. Reviewed suspected fraud cases and made referrals to investigators. Assisted in interpreting policy, completing unit reports, responding to client complaints, and acting in supervisor's absence. Responsible for mentoring and training of staff. Served as team lead responsible for mentoring and training of staff, which includes providing direction, support and feedback. Served as acting supervisor in unit supervisor’s absence. Performed case reading functions to determine validity and accuracy of eligibility determinations made by TW staff. Read case record actions to determine compliance with policies and procedures to identify trends and for corrective action. Initiated, monitored, and managed service improvement projects and reports on activities. Communicated on intermediate level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, addressed issues, or resolved problems or complaints. Managed assigned projects.
Exports Coordinator
Creekstone Farms Premium Beef
Arkansas City, KS
04.2003 - 08.2007
- During my employment with this company we were facing the aftermath of "mad cow" disease in America. The company was not able to export any meat products to Asia/Europe/Africa. I helped the company to establish new buyers in Mexico since it was the only country we were able to export. My bilingual abilities helped me to sell not only meat products but also the viscera and keep the international department open. I also helped to establish a good line of communication and trust between the company and the USDA employees. I helped to implement the use of USDA sticker to be placed in the boxes being exported instead of using the regular stamp provided by the USDA officer that sometimes would smear and we had to re-box the product and stamp the box again. I helped to implement the use of EXCEL program to enter the USDA Export Documents and the idea of using an old type of printer to print the forms all at the same time. I also helped the logistics and shipping department in coordinating the safe arrival of our trucks to their destination. When the ban was lifted and we were able to export to Asia and Europe I was in charge of coordinating all of the duties needed to get the product ready to be shipped via Air(correct product/correct weight/correct documents). I helped our Vice-President International Sales to welcome our international guest to the company and give them a tour of the facility.
Insurance Billing Clerk
South Central KS Medical Center
Arkansas City, KS
11.2001 - 04.2003
- My bilingual abilities were a great need during my employment period for the hospital. At the time I was the only Spanish/English employee and even though I was hired as an Insurance Billing Clerk I was constantly called to interpret for other departments in the hospital. The E.R./OB/Pharmacy/Medical Records/Surgery/Switchboard/Doctors. This went on for a several months until more bilingual employees were hired. I helped the Insurance Department by calling the patients and setting up payment plans or requesting insurance information. I contacted the Insurance on file and pursued a quick payment for services. Medical Records made sure that I had all the information needed to receive the proper payment but if something extra was needed I needed to contact medical records and make an extended research of the file and made sure that the right charges were given. At one point I received a payment from an insurance company from a client that did not provide the insurance information at the time of admission and because he was a Spanish speaking client I spoke to him and obtained all the information needed to receive the payment of $200,000 which helped us meet our quota for that month. I also helped translated documents in Spanish documents need by the E.R./Surgery/OB/Regal Admissions Departments.
Legal Assistant
Phillips & Phillips Law Office
Liberal, KS
04.1996 - 10.2001
- Worked for Immigration Attorney preparing immigration forms and packets for mailing to U.S. Citizenship and Immigration Service and Federal Court for cases including: Family, Fiancée, Naturalization, Citizenship, NACARA, Adjustment of Status, TPS, and Removal Proceedings. Open new cases and maintain timeliness process of case load of approximately 100 individual or family cases; maintain calendar for attorney; filing, receiving and distributing faxes and correspondence to Immigration and Naturalization service, other law firms and city, county and state courts. Retrieve criminal documents for clients from city, county and state courts; communicate with clients and/or clerk’s office both verbally or in writing; provide data base entry and retrieval of clients’ records and information; prepared billing statements for mailing; and translate Spanish documents.
Education
Associate of Arts - Criminal Justice/Business Administration
Seward County Community College
Liberal, KSHigh School Diploma -
Liberal High School
Liberal06.1998
Skills
- Skills in working with ACD call systems and computers
- Excellent Customer Service Skills
- Skills in Office Accounting, Document Processing, Data Entry, Records Management, Electronic Calculator, Microsoft Office, Microsoft Outlook, Excel, Word, Word perfect, and Power Point
- Excellent interpersonal skills and can use all office equipment
- Knowledge of state processes related to Eligibility Support Services and automated systems used to support those processes Proficient in CARES, HCSSA with DADS and in HHSC with OAG, TWC, DATABROKER, SAVE, DATA MART, TIERS and PORTAL
- Fluent in Spanish both in writing and verbal
Languages
Spanish
Native or Bilingual
Timeline
Protective Srv Intake Spcl V
The State Of Texas
04.2016 - 09.2020
Texas Health & Human Services- Advisor II
The State Of Texas
11.2007 - 04.2015
Exports Coordinator
Creekstone Farms Premium Beef
04.2003 - 08.2007
Insurance Billing Clerk
South Central KS Medical Center
11.2001 - 04.2003
Legal Assistant
Phillips & Phillips Law Office
04.1996 - 10.2001
Associate of Arts - Criminal Justice/Business Administration
Seward County Community College
High School Diploma -
Liberal High School