Erin Malloy

- Responsible to support the HCV Department through basic office procedures, to include keeping forms

updated, copies ready for use, and creating briefing packets.

- Responsible for tracking applicants from the time they are taken off the Centralized Waiting List until they

are either made inactive or leased up which includes:

Scheduling briefing and/or help meetings

-Running reports to verify initial eligibility; including SBI, EIV, SAVE, etc.

-Requesting and tracking verifications and other needed documents

-Monitoring vouchers for extension or expirations and keeping that information updated in HAB and

FileVision.

-Issuing denial letters and coordinating with the Hearing Officer when an informal review is required.

-Responsible to assist with annual recertification's to include printing EIVs and mailing packets to clients.

-Responsible to select names from the CWL/GoSection8/HAB, when vouchers are to be issued or unit

vacancies occur, based on preferences. The data will be transferred to applicable software, notices/packets

will be prepared, sent, and scanned into FileVision, as required by HUD and WH policy

- Responsible to assist “walk-ins” by helping to resolve their needs and/or scheduling appointments for them

to meet with the appropriate staff.

· Schedules, reschedules and cancels patient appointments

· Provides phone support to internal and external customers within established quality metrics.

· Coordinates New Patient Management (distributes packets, maintains records, initial screenings, etc.)

· Follows Standard Processes and Protocols related to clinical activities (med refills, order follow through/tracking lab

· With Clinical Support, tracks and follows up patient issues

· Issues pre-appointment lab and health maintenance reminders

· Completes barcoding/faxing documents to athena (document management), ensuring timely and accurate document classification and filing of documents in patient’s health record.

· Conduct patient check-in and check-out activities as appropriate.

· Collects copays and outstanding balances

· Responsible for making sound decisions and timely problem resolution

· Provides exceptional Customer Service by meeting all Customer demands as they relate to both teller and some platform activities

· Generally resolves problems independently, escalating more difficult issues to management

· Focuses on servicing the customer, on both the teller line and platform, with the added responsibility of simple product sales; Activities include but are not limited to: Teller transactions, Open/Close Personal Deposit Accounts, Debit Card/Credit Card Issues, Regulation E, Mobile and On-Line banking

· Drives referrals to store colleagues and partners to support the broader more complex financial needs of customers

May train and act as a mentor to new Tellers

· Consistently provided outstanding customer service and whenever possible promote other bank services & products and find opportunity for sales referrals.

· Ensured compliance with banking policies and audit procedures; maintained and balanced cash drawers daily.

Developed and maintained good working relationships with customers, clients and co-workers.

· Greeted customers, scheduled service appointments and received vehicle information.

· Handled customer complaints and ensured high customer satisfaction standards.

· Promoted the service facilities to increase repeat business.

· Performed after sales follow ups and developed strong relationships.