ERICA BRENNER
KALAMAZOO,US
Summary
Client-focused operations professional with strengths in case review, documentation, customer service, and compliance. Builds trust through respectful cross-cultural communication, supports clients through each step of the process, and helps teams improve consistency through mentoring, organized records, and collaborative problem-solving.
Overview
17
17
years of professional experience
Work History
Assistance Payments Worker - E11
State of Michigan - Department of Health & Human Services
Kalamazoo, MI
07.2016 - Current
- Assessed client eligibility by processing applications and conducting interviews, resulting in timely approvals and improved access to necessary services.
- Maintained accurate case records and compliance with state policies, achieving zero payment errors in all case audits.
- Fostered strong relationships with clients, providing empathetic support and guidance throughout the application process.
- Established partnerships with community agencies, enhancing service delivery and client outcomes.
- Mentored new team members, fostering a learning environment that built confidence and competence.
- Collaborated with other departments within the organization on special projects that involved providing assistance payments.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
General Office Assistant
MDHHS - Disability Determination Services
Kalamazoo, MI
01.2016 - 07.2016
- Delivered exceptional customer service to internal and external customers, enhancing satisfaction and relationship management.
- Supported multi-line phone operations by routing calls efficiently and keeping clients and staff connected.
- Responded to caller inquiries regarding the status of disability applications and explained office procedures clearly.
- Processed and distributed packages, prepared correspondence, assembled materials, and faxed transportation requests to support claim examiners.
- Maintained communication with attorney representatives by providing timely claim status updates and supporting client relationships.
- Directed routing of medical records and claim documents to specific examiners for efficient processing.
- Maintained confidentiality of sensitive information at all times.
- Facilitated administrative functions for management team members.
- Coordinated meetings among clients, vendors, and internal departments to ensure effective communication and collaboration.
Disability Claims Examiner
MDHHS - Disability Determination Services
Kalamazoo, MI
06.2014 - 01.2016
- Conducted thorough interviews and gathered necessary medical records, maintaining high standards of accuracy in the evaluation process.
- Conducted meticulous reviews of medical records, ensuring compliance with regulations and maintaining high accuracy in evaluations.
- Evaluated disability claims and provided timely recommendations, enhancing decision accuracy and reducing processing times significantly.
- Collaborated with medical professionals to validate claims, improving service delivery and interdepartmental ties.
- Monitored adherence to federal policies, enabling consistent claim processing standards and reducing discrepancies in evaluations.
Registration Support Specialist
State of Michigan - Department of Health & Human Services
Kalamazoo, MI
04.2010 - 06.2014
- Optimized client interaction processes result in quicker service delivery and enhanced client satisfaction.
- Streamlined application delivery processes, enhancing efficiency and ensuring timely assistance for clients.
- Partnered with Assistance Payment workers to resolve registration issues, strengthening team dynamics and improving service quality.
- Actively engaged in training new personnel, sharing knowledge to build a competent and confident team.
- Fostered a collaborative environment by actively engaging with team members, enhancing overall morale and productivity.
- Developed a tracking system for application statuses, significantly improving communication with clients and reducing follow-up inquiries.
- Provided backup support for the Kalamazoo County Hearing Coordinator.
Education
Master of Public Administration - HUMAN RESOURCE ADMINISTRATION
Western Michigan University
Kalamazoo, MI12-2019
Bachelor of Applied Science - APPLIED BUSINESS
Davenport University
Kalamazoo, MI12-2006
Associate of Science - PARALEGAL STUDIES
Davenport University
Kalamazoo, MI12-2004
Skills
- Case management and client assessment
- Policy compliance and documentation
- Microsoft Office proficiency
- Staff training and development
- Team collaboration and problem-solving
- Organizational skills
- Cross-cultural sensitivity and empathy
- Effective communication
- Problem-solving abilities
- Organization
- Cross-cultural sensitivity
- Empathy
- Communication
COMMUNITY INVOLVEMENT
- DIVERSITY, EQUITY & INCLUSION INITIATIVES, From Awareness to Action, Building Bridges, and Creating Change Anti-Racism conference, Attended Novi Conference, October 2025, Attended Mt. Pleasant Conference, October 2026
- KALAMAZOO VALLEY HABITAT FOR HUMANITY
- BIG BROTHERS BIG SISTERS OF SOUTHWEST MICHIGAN
Timeline
Assistance Payments Worker - E11
State of Michigan - Department of Health & Human Services
07.2016 - Current
General Office Assistant
MDHHS - Disability Determination Services
01.2016 - 07.2016
Disability Claims Examiner
MDHHS - Disability Determination Services
06.2014 - 01.2016
Registration Support Specialist
State of Michigan - Department of Health & Human Services
04.2010 - 06.2014
Master of Public Administration - HUMAN RESOURCE ADMINISTRATION
Western Michigan University
Bachelor of Applied Science - APPLIED BUSINESS
Davenport University
Associate of Science - PARALEGAL STUDIES
Davenport University