Heather Spence

South Charleston,Ohio

Summary

Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service. Subject Matter Expert in account management, customer service and report writing. Focused on client and student success through individualized and comprehensive care. Dedicated to meeting long-term goals through effective prioritization of tasks. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

years of professional experience

Work History

Substitute Teacher General Studies, PK-12

Northeastern Local School District

12.2020 - Current

Keep accurate and current attendance records and assignment sheets to maintain file compliance.
Keep students on-task with proactive behavior modification and positive reinforcement strategies.
Adapt teaching strategies to each student’s requirements, including those with barriers to learning.
Grade classwork and perform up to 6 individual assessments daily, increasing STAR performance goals for state testing.
Attend professional meetings, educational conferences or teacher training workshops to improve professional competence.
Prepare objectives and outlines for course of study, following curriculum guidelines set forth by Ohio Department of Education.
Set clear expectations for students and maintain and enforce all classroom rules.

In-Home Childcare Provider

MiMi’s House

06.2014 - 12.2020

Started a Childcare Company and grew it to 3 1099 employees, almost 25 clients, and nearly 50 children
Designed and implemented individual plans to engage all of the children and their various ages focusing on growth in education development, proper etiquette, rapport building, and Mood/Mentality
Kept up-to-date records of children’s development, routines, and interests to provide parents with progress reports and feedback.
Complied with state and federal child care provider guidelines and regulations.
Obtained current CPR, First Aid and Safety certifications.
Transported children to and from on-site activities safely.

Eligibility Referral Specialist II

Champaign County Dept of Job & Family Services

01.2008 - 05.2014

Screened over 200 applications per month for state and federal program eligibility, resulting in a 10% increase of qualifying Ohioans.
Scheduled 35 weekly face-to-face interviews, phone interviews, or mail only appointments and determined eligibility in 30 days or less, improving application timeliness measures by 25%.
Investigated fraud referrals, application discrepancies, and 3rd party information to gather facts and evaluate outcomes, cutting fair hearing benefits by 50%.
Created high quality reports and detailed journal entries, using precise and detailed information, resulting in a superior performance rating of 98%.
Managed inbound and outbound calls of up to 200 per month and delivered superior customer service with a 98% satisfaction rate.
Expanded Medicaid and Medicare eligibility for 20 clients on average per month increasing general funding dollars to the Ohio Department of Aging.
Resolved issues/inquiries with Medicare/SSA applications and eliminated the backlog issue, thus improving efficiency and decreasing the processing time by two weeks.
Called insurance companies to get precertification and other benefits information on behalf of patients, decreasing the issuance of multi-state benefits and loss of general funding dollars.
Developed and implemented effective strategies to increase referral sources, resulting in family stability and financial independence.

Education

Bachelor of Science Business Management -

Western Governers University

01.2019

Skills

Complaint Resolution
Data Collection
Appointment Scheduling
Activity Planning
Records Management
Test Proctoring

Assessment Administration
IEP Understanding
Regulatory Compliance
Case Management
Performance Tracking

Additional Information

Microsoft Office (Word, PowerPoint, Excel, Outlook)
Remote communications tools: emails, fax, scan, videoconferencing (Zoom, Teams, Skype)
File sharing and collaboration: Google Drive and Dropbox
Adapts quickly to new and changing technology

Specialized Training

2008 – Handling Sensitive Information & Maintaining Case Integrity
2008 – Medicaid and Medicare Eligibility
2021 – Crisis Intervention and De-escalation in the Workplace
2023 – Effective Presentations
2023 – Communicating Collaboratively
2023 – Compensation and Benefits

Leadership Training

Leading Teams and Empowering People
Manager’s Guide to Superior Customer Service Training
Associates Striving for Excellence Workshop
Managing Remote Employees