Efren Herrera
Edmond,OK
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact agency success.
Seasoned Service Manager bringing 19 years of Medicaid experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and member satisfaction.
Overview
19
19
years of professional experience
Work History
Eligibility and Coverage Services Manager
Oklahoma Health Care Authority
08.2012 - Current
- Improved member satisfaction by implementing efficient service management strategies and streamlining processes.
- Implemented specialized trainings to enhance coordinator skills, leading to improved service quality and higher coordinator retention rates.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Resolved member complaints in a professional and timely manner.
- Developed strong relationships within OHCA ensuring a positive and helpful working environment.
- Hired, trained and supervised team of coordinators to meet department goals.
- Managed teams up to 10-13 coordinators at a time.
- Monitored coordinator performance and provided feedback for improvement.
Social Services Specialist IV
Oklahoma Human Services
06.2009 - 08.2012
- Strengthened inter-agency collaboration by participating in multidisciplinary team meetings and sharing relevant information.
- Provided support to social service clients in navigating available resources.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Collaborated with community partners to streamline resource access for clients in need.
- Identified community resources to support clients.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Managed teams up to 20 employees at a time.
Social Services Specialist III
Oklahoma Human Services
03.2007 - 06.2009
- Developed customized training materials for various OHS offered programs.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
- Stayed current on federal and state policies, incorporated new updates into trainings as needed.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Managed case load of at least 250 clients.
Social Services Specialist II
Oklahoma Human Services
11.2004 - 03.2007
- Enhanced client satisfaction by providing personalized case management and support services.
- Collaborated with community partners to streamline resource access for clients in need.
- Increased client self-sufficiency through targeted skill-building workshops and trainings.
- Educated clients on available resources.
- Ensured compliance with all state regulations and agency policies.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Visited homes and agencies to provide support and case management services to clients.
- Used OHS software IMS and FACS to manage a case load of 75 to 100 clients.
Education
Bachelor of Arts - Sociology
University of Oklahoma
Norman, OK05.2004
High School Diploma -
Eisenhower High School
Lawton, OK05.1998
Skills
- Decision Making
- Team Development
- Problem Solving
- Conflict Resolution
- Team Leadership
- Relationship Building
- Outgoing and Energetic
- Operations Management
Timeline
Eligibility and Coverage Services Manager
Oklahoma Health Care Authority
08.2012 - Current
Social Services Specialist IV
Oklahoma Human Services
06.2009 - 08.2012
Social Services Specialist III
Oklahoma Human Services
03.2007 - 06.2009
Social Services Specialist II
Oklahoma Human Services
11.2004 - 03.2007
Bachelor of Arts - Sociology
University of Oklahoma
High School Diploma -
Eisenhower High School
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