Han-Yin Lee

Provides guidance to employees in an application process,

Work with management in the application of principles techniques and procedures.

Process system actions to release payments due timely.

I was an Operations Supervisor of eight T2 Claims Specialist at the District Office in Philadelphia Northeast. I demonstrated my leadership in a variety of ways by planning and assigning the work instead of completing it yourself. I collaborated with my fellow Operations Supervisor in creating daily and weekly interviewing assignments and schedules while maintaining a positive work environment by encouraging employee involvement and cooperation.

I consistently displayed the necessary skillsets to effectively manage the workloads of my unit and the Medical CDR workload for the entire office by using a balanced approach to manage such a large workload and dedicate the necessary time to monitor the routine and high volume workloads.

I met deadlines to deliver PACS expectations, performance discussions and appraisals. I also managed e7Bs to ensured the appropriate documents were stored in them such as PQR documents, the PII loss prevention statement and the Systems Sanctions Certificate.

I continued to remain flexible and receptive to change, as our workloads and priorities have shifted due to teleworking.

I was the T2 Claims Technical Expert at the District Office in Philadelphia Northeast.

I routinely corresponded with other offices via electronic messaging in the paperless system to request detail case information or request clarification on action required through V-help. I provided technical program needs to the entire as needed, mainly with a T2 background. The contact representatives and the T2 CSs relied on me daily for program reassurance. I had been a mentor for several new Claims Specialist. I juggled the CDR initial workload, along with the PQR reviews for the T2 CSs. I maintained and assigned personal conferences to the T2 unit. I have always been flexible with my daily schedule and made myself available to assist with up front interviewing. I took the initiative to review most DIB claims for the T2 unit to determine and support with reducing processing time. I was assigned to investigate all FITS OIG report as they come into to the office. I was relied on to lead several workloads this past, MNUP list from 2018 and KZ Diary Mapping. I initiated and conducted refresher trainings in my unit when policy and procedure changes were announced.

I was the lead for the medical CDR group. I have taken several initiatives to move this workload effectively. Some of these initiatives have been suggested for other offices in the area. One main example is labeling the units consistently, also a small workflow on how to handle cases coming from the processing center. I am also the main person controlling the paper folders going in and out of the office. The folders are purge every six months to reduce minimal lost.

I volunteered to be assigned all of the concurrent Internet SSI claims. I worked closely with Marc Vernet and my supervisor David Quinlan to establish a preferred workflow. By having a “CAN DO” attitude really helps the unit and working with our counterparts. I often embraced new automation by focusing on the PROs and helping to conquer the CONs.

To get my crossover T16 training in good use, I helped clear the KZ diaries by developing the T2 claims as needed. I maintained control of heavy workloads by establishing priorities and managing time properly. I useed Microsoft Outlook to set reminders for trainings, due dates and regular task occurrences. I have assisted the public by conducting outreach presentations targeting the different communities of Philadelphia. I developed and took any of the Aged claims for T16 that comes through the walk-in along with the uninsured medical claims. I have been working independently during the interviews. I adjudicated most claims independently with minimal edits. I am assigned three to four interviews per day and some days up to six. I worked through them effectively. I also have been assigned as “Walk-in CR” as least twice a month. I am also on the rotation to help reception.

I was promoted in September of 2012 as a Title II Claims Representative. During the course of training, my test average was 95%. I demonstrated basic knowledge within the T2 Unit by taking RIB and Medicare Claims independently during “On the Job” periods. I completed the training on 02/14/2013

I participated in the filming of this 2011’s Vision and Values production of “There’s an APP for THAT!” for the Philadelphia Region as core values of Service, Quality, Employees, Teamwork, and Integrity. During the annually “Bring Your Children Work Day”, I was heavily involved with organizing activities and mapping out the day for the participants. This year I had the children use their creative minds to create banners to promote eServices. We used the banners for eService Rallies in May/2012.

I serviced an average of 9% of the total number of visitors for the entire office. I effectively play a lead SR role when appointed by assigning break/lunch schedules and shift SR unit around to meet the needs of the office. I have taken on the imitative to publish the SR Unit work schedule on a monthly basis. I also designed the poster for Philadelphia Northeast(219) submission for Online Services Poster Contest.

During the second year, addition workloads were added on to my responsibly. Being one of the pilot offices for the Self-help Kiosk stations, I can proficiently work side by side with the public on filing claims online. I can answer questions from the public when they call on the GI line about navigating through our website. Promoting online services is my mine first focal point when people ask how they can file a claim. I evaluate the work earnings for the number holder at the window through DISCO to determine if the NH qualifies for Social Security Disability and/or Retirement. If the number holder qualifies for benefits, I refer them to the Self-help Kiosk station. This keeps the office calendar slots open and we serve the public with minimum wait. I also evaluated SSI recipients prior to scheduling the appointment. If the recipient has excess income and/or resources, then I take an Abbreviated Application for SSI technical denial.

One of our priority workload is Medical Continuing Disability Reviews. Very few Service Representatives in the area control this workload. I was responsible for mailing initial packets to claimants due for the review. I determined if the initial packets need SSA 454 or 3386 depending in the age of the claimant. Once the completed packet was returned, I input the information into EDCS then sent the paper folder to the appropriate DDS. Necessary follow letters a were mailed to the claimants if the packets are returned incomplete. CDR2000 is a great tool I used to control this workload.

Coming from the largest field office in Philadelphia, I have the understanding that good work practice is essential. I am always finding ways to maintain productivity above targeted goals. By using tools provided for us, it makes our job so much easier. I ran WAC every other day so MDWs, RPS and PCACS can receive proper response in a timely fashion.

I provided bilingual translation services daily especially to assist other Specialists in the full claims taking processes for Title II and Title XVI. I acted as a liaison between the claimants, the payment center, tele-service center, and the claim representatives.

By utilizing MCS, MSSICS, and EDCS programs, I can accurately relay information to the public about their records or pending claims. I make inputs to resolve/process a wide variety of post entitlement and claims actions. I was responsible for deciding eligibility for critical/immediate payments in circumstances of dire need. I ensure that the office is prepared and ready daily for the intake of visitors, specifically ensuring the VIP system is up and running. I was solely responsible of the mailing documents via FEDEX to the Payment Centers, ODAR and DDS. As the in section breakdown changes with the units, I organized and re-label the mailroom as necessary. To promote eServices and brighten up the lobby, I have made signs.

I am a great team player and I work very well independently. I promoted positive morale in the office. I was the Sunshine Club President, which organized events in the office during various holidays and special occasions such as retirements. I also coordinated the Asian Heritage luncheon every May and other SSA-promoted ethnic heritage celebrations in the office.

During the first year, my focus was to learn about all of the services SSA has to offer to the public. I have successfully done that by attending the CORE training and Service Representation Training. I demonstrated knowledge learned by scoring well on the exams. To be current with updates on policy, I attend biweekly Transmittal Trainings.

Also during the first year, I became an expert with the new Social Security Number Application Process (SSNAP). I was the liaison for the mailing of the paper G845s and BVS verification for the entire SR unit. My duties included entering SS5 applications visa SSNAP for original and replacement social security cards. I verifeid all paper G845s from the unit before mailing them off to the Department of Homeland Security. I helped with the reorganization of the G845 pending folders. I kept a log of the papers mailed to DHS and update when the responses are returned. I was the only link to input verification for Birth Certificates through NYNet e562 to the New Castle DO 210 for Pennsylvania BVS and other Field Offices for the appropriate state. Now, I have the availability to verify Pennsylvania Birth Certificates through EVVE.

I managed a group of fifty hourly associates in various distribution functions with the help of supervisors. My main goal was to ensure engineering standards were met or exceeded by each associate. Inputs were made daily through Microsoft access programs so hours can reflect accurate figures for productivity. I became very proficient in Warehouse Management System (WMS). I had to train, coach and counsel associates as needed. I was responsible for writing yearly reviews for merit awards for each associate. I was an active member of the Pink Ribbon Committee and Safety Committee.

I managed a group of twenty-five to forty union hourly associates in various processing departments. My key function was to trained, coach and counsel associates as needed. I had set daily projections according to payrolls hours. I was setting goals to meet or exceed output per hour by department targets. This ensured key production indicators were met or exceeded company standards. I was an active member of the Activities and Health & Safety Committees. As an active member of the Activities Committee, I organized holiday events for 500+ employees and “Employee of the Month” events for twenty hourly associates.

I implemented, created and revised training programs for exempt and non-exempt employees on best practices for various operational functions. I conducted “Lunch and Learns” with power point presentations to refresh staff with policy and procedures. I had to verify paperwork for employment. My focus was to conduct new hire orientation for all levels of employment. I also assisted with in-house job fairs. I followed up with all hourly associates through a 30-60-90 day program.

I had to communicate with Home Office with problems on purchase orders. I worked with associates and supervisors through difficult orders. My main function was to ensure clothing left the warehouse with all of the necessary federal regulations attached.