Hannah Brown
Copperas Cove,TX
Summary
Experienced and dedicated case manager with a proven track record in overseeing and optimizing assistance for mechanical concerns. Adept at building strong customer relationships and effectively explaining warrantable repairs. Highly skilled in ensuring timely follow-ups and efficiently processing goodwill reimbursements. Committed to providing exceptional service and resolving issues to the satisfaction of both the company and the customer.
Overview
7
7
years of professional experience
Work History
Case Manager (Hyundai Motor America)
Movate Inc
Temple, TX
08.2024 - Current
- Handled inbound and outbound customer calls in a professional and courteous manner.
- Assisted customers with inquiries regarding warranties, sales or service contracts, and mechanical resolutions.
- Collaborated with Hyundai dealerships to resolve customer's concerns.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of customers situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated customers on available recalls, warranties, and services, empowering them to make informed decisions about their mechanical needs.
- Enhanced communication between customers and dealerships through consistent follow-ups and progress updates.
- Streamlined goodwill reimbursement procedures, reducing processing time and increasing efficiency.
- Created and managed payment requests to efficiently reimburse customers based on eligibility for goodwill under warranty guidelines.
- Monitored DCM requests for repair performance and diagnostic outcomes for successful delivery of services.
- Participated in regular professional development opportunities to stay current on best practices within Hyundai case management.
- Reduce client wait times for services by scheduling service appointments and communicating customer concerns to the dealership service team.
Supervising Human Services Specialist
County of San Diego, Health and Human Services Agency
San Diego, CA
08.2022 - 05.2023
- Plans, assigns, organizes, schedules, coordinates, reviews, and evaluates the work of a unit of Human Services Specialists and support staff
- Provides on-the-job training to Human Services Specialists and interprets laws, rules, regulations, policies, procedures, work standards; provides training to Human Services Specialists in regard to automated system processes
- Reviews automated case records prepared and maintained by employees for completeness, accuracy, conformity with laws, regulations, and policies; and provides feedback to employees in order to ensure quality control
- Prepares employee performance evaluations and conducts performance review meetings, counseling sessions, and disciplinary meetings; recommends and implements disciplinary actions as warranted
- Participates in selection interviews and hiring decisions for Human Services Specialists, support staff, and other HHSA positions
- Confers with employees on the more difficult eligibility problems and recommends solutions and makes recommendations for methods to resolve complex case situations and complaints
- Develops new and revised policies, procedures, protocols, forms, and notices for review and approval by HHSA managers and administrators
- Determines and implements workflow patterns and staffing and office configurations; ensures proper workflow is maintained to meet standards and makes changes in staffing and assignments as necessary
- Administers individual or group meetings and conferences with Human Services Specialists, support staff, and other HHSA employees to communicate and interpret rules, regulations, policies, and procedures
- Serves with a team of managers and supervisors involved in ensuring the equitable delivery of benefits, maintaining the accuracy, completeness, and timeliness of completed work, and maintaining efficiency and morale among employees
- Stays current on new and revised federal, state, and county legislation, laws, rules, regulations, policies, and procedures pertaining to assistance programs available from governmental and community service agencies
- Stays current on provisions, laws, regulations, policies, and procedures pertaining to health care delivery and coverage
- Stays current with procedures and processes necessitated by automated benefit issuance tracking systems
- Performs statistical surveys, studies, and research projects; compiles and organizes data; prepares reports and correspondence
- Assists HHSA managers and administrators in preparing program and budget reports; assists HHSA managers by participating on short and long-range planning projects
- Participates as a member on committees and task forces; may chair committees and task forces; participates in conferences, seminars, and formal training sessions on topics such as public assistance programs, patient assistance and service programs, and health care financing
- Coordinate staff activities with peers and administrators
- Provides services to members of the public by personally responding to requests for service or making appropriate referral
- Conducts personal interviews with clients to obtain, clarify, and verify financial, demographic, medical, and other information to determine eligibility for financial, health, and medical assistance and services
- Reads, interprets, and explains regulations, requirements, legal rights, and responsibilities to clients; receives and responds to questions and complaints from clients and representatives from outside agencies
- Obtains or retrieves financial, demographic, medical, personal, and other information used to determine initial or continuing eligibility for federal, state, and county programs; reviews and verifies information provided by clients and other sources for accuracy and completeness
- Evaluates documentation provided by clients and determines if clients meet eligibility requirements based on rules and policies
- Computes amounts of financial and medical assistance and benefits available to clients and communicates results to clients
- Determines and issues benefits based on information provided by applicants or recipients, and information from other sources
- Uses specialized computer applications to enter and retrieve information, process eligibility determinations and benefit levels, issue notices, schedule appointments, prepare correspondence, prioritize work, or perform other relevant tasks
- Enters data and updates automated records and files pertaining to client information such as renewals, income, expenses, and personal and demographic information; completes forms, notices, and documents required to certify or deny eligibility for public assistance programs; processes and updates automated and manual eligibility records in accordance with established guidelines
- Provides detailed explanations to clients on how and where to obtain services, benefits levels, and applicable share of costs; assists customers by facilitating enrollment in health programs and explaining instructions, laws, rules, and regulations
- Interacts with representatives of County departments and outside agencies to verify eligibility data, clarify discrepancies, obtain or provide information, and explain rules, regulations, policies, and procedures
- Maintains the security of files, records, and documents, and ensures that information contained in such files and records is kept confidential
- Prepares statistical reports and client correspondence
- Stays current on new and revised federal, state, and county legislation, laws, rules, regulations, policies, and procedures pertaining to assistance programs available from governmental and community service agencies; participates in conferences, seminars, and formal training sessions on topics such as public assistance programs
- Processed applications and followed strict procedures to keep sensitive data confidential.
- Met with clients to conduct assessments of current situations and establish what needs to address.
Human Services Specialist
County of San Diego, Health and Human Services Agency
San Diego, CA
07.2020 - 08.2022
- Processed applications and followed strict procedures to keep sensitive data confidential.
- Met with clients to conduct assessments of current situations and establish what needs to address.
- Maintained accurate case documentation, ensuring compliance with regulatory requirements and agency policies.
- Provided crisis intervention services, deescalating tense situations and connecting individuals to appropriate support systems.
- Worked with others to manage numerous competing interests simultaneously and delegate accordingly to maximize productivity.
- Conducted outreach activities to raise awareness of available programs and services within the community.
- Utilized data analysis tools to track program success metrics, identifying areas for improvement and implementing necessary changes.
- Trained volunteers in various capacities, enhancing overall program impact through expanded service offerings.
- Kept and established comprehensive case files to support proper documentation and record retention.
- Understood and recognized signs of physical and substance abuse patterns and other debilitating circumstances.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Interviewed applicants for services and supported application completion as necessary.
Customer Service Assistant
North County Transit District
San Diego, CA
05.2018 - 06.2020
- Provides exceptional service to NCTD customers on the phone, in person, and online as based upon situational needs and circumstances
- Responds to inquiries from the public regarding transit services
- Sells transit fare media and reconciles the cash register
- Provides trip planning assistance to customers
- Processes and completes applications for Senior/Disabled/Medicare reduced fares
- Processes classroom day tripper passes, LIFT sales, and social service agency sales
- Greets members of the public in person and via telephone
- Effectively handles a high volume of customer calls, working within established and measurable call center metrics
- Balances extraordinary service with fast-paced PC/phone multi-tasking skills while navigating through computer applications
- Researches and resolves customer issues, always seeking the most productive outcome for both the customer and NCTD
- Communicates effectively, sometimes in highly sensitive and/or stressful situations
- Escalates issues appropriately
- Develops and drafts customer correspondence in a timely manner and with a solution-focused orientation
- Delivers passenger schedules and transit information to distribution locations
- Processes and maintains lost and found items
- Processes data and maintains the Department's databases
- This position is an emergency critical position and will need to report should an emergency situation occur
- Provides administrative support for NCTD's ADA Paratransit Eligibility Center
- Conducts surveys on board transit modes and at facilities to gather data and assess customer satisfaction
- Provides general customer support regarding NCTD services, fares, and other information in the field at various rail or bus stations
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
Skills
- Program development
- Client relations
- Problem-solving
- Case management
- Time management
- Case documentation
- Organization and multitasking
- Conflict resolution
- Email and telephone etiquette
- MS office
Timeline
Case Manager (Hyundai Motor America)
Movate Inc
08.2024 - Current
Supervising Human Services Specialist
County of San Diego, Health and Human Services Agency
08.2022 - 05.2023
Human Services Specialist
County of San Diego, Health and Human Services Agency
07.2020 - 08.2022
Customer Service Assistant
North County Transit District
05.2018 - 06.2020