Helen Nicole DuBoise
1430 Quarry Dr, Bethlehem, PA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
17
17
years of professional experience
Work History
Contact Representative
Social Security Administration
07.2020 - Current
- Determined eligibility for various Social Security programs (including Disability, Survivor, Supplemental Security Income, and Retirement) by utilizing screening and interview methods effectively via in person and telephone interviews.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated benefit records and Social Security databases with new and modified claimant data.
- Managed a high volume of inbound calls and visits daily, maintaining composure under pressure while providing top-notch service to clients.
- Processed replacement and original Social Security card applications and resolved investigate/suspect applications after researching records and verifying legal alien status or citizenship with Department of Homeland Security; established and modified NUMIDENT records.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Computed estimated benefit amounts for claimants based on various ages with relation to their Full Retirement Age and assisted with application process.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Researched SSA policies and procedures as necessary in order to efficiently perform tasks correctly.
- Reviewed non-medical requests for reconsideration/appeals and made determinations based on available evidence in record.
- Reviewed and processed informal and formal waiver requests regarding overpayments and assisted claimants with establishing payment arrangements.
- Provided guidance and information about Medicare to aged and disabled individuals regarding various enrollment periods; processed Medicare enrollments; resolved Medicare premium billing inquiries.
- Investigated suspected fraud and misuse in order to protect the integrity of Social Security programs and composed written referrals for the Office of Inspector General.
- Assisted other specialists throughout the claim's process in order to ensure efficient productivity.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
Mobility Assessment Specialist
Goodwill Keystone Area
12.2018 - 07.2020
- Provided physical and cognitive assessment services to clients who had impairments, which included functional limitations, mental/physical disabilities, and/or changes in physical function or health status that resulted from an injury, disease or other cause.
- Determined eligibility for para transit services; provided physical and cognitive assessment services to determine whether an individual was independently capable of using public transportation.
- Effectively wrote recommendations for services based on physical and cognitive evaluation findings.
- Increased accuracy of assessments through meticulous data analysis and validation techniques.
- Ensured compliance with federal, state, and local regulations regarding educational assessments and reporting requirements.
- Enhanced assessment quality by developing and implementing rigorous evaluation criteria.
- Promoted a culture of continuous improvement within the department by regularly soliciting feedback from colleagues and clients alike on ways to enhance our services as Assessment Specialists.
- Completed required documentation and reports for compliance and treatment planning.
Customer Service Representative
Healthnow Administrative Services
01.2017 - 12.2018
- Administered health insurance plans including Health Maintenance Organization (HMO), Preferred Provider Organization (PPO), and flexible spending accounts.
- Verified benefit coverages for beneficiaries to reduce.
- Serviced incoming callers including providers and members for all lines of business (such as medical and dental benefits and flexible spending account benefits) in a clear, professional and accurate manner.
- Effectively communicated to callers and management to allow for proper problem solving and identifying of service problems and trends.
- Accurately processed/adjusted claims and researched claim's benefit eligibility.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Eligibility Caseworker
Childcare Information Services
02.2016 - 10.2016
- Determined eligibility for applicants and recipients of the subsidized child care program (Child Care Works).
- Daily work included managing a caseload of families who qualified for subsidized child care funding, processing applications and redeterminations for subsidized child care funding in order to ensure families who met eligibility criteria received services, assisted families in understanding early learning, child care options and other resources available to them in the community; conducted face to face interviews with parents and applied program regulations, policies and procedures; worked as a team with other CCIS staff to ensure that families and child care providers received appropriate services.
- Coordinated with relevant community organizations to raise awareness about available assistance programs, resulting in an increased number of eligible individuals receiving benefits.
- Promoted a positive work environment by fostering collaboration among team members through open communication channels.
- Enhanced client satisfaction by providing clear explanations of eligibility requirements and guidelines during appointments.
- Provided exceptional customer service by addressing client inquiries and concerns promptly, earning a reputation for being both approachable and knowledgeable.
- Updated client records accurately to reflect changes in eligibility status or personal circumstances that may affect their benefits entitlements.
- Managed a diverse caseload effectively, prioritizing tasks based on urgency and level of complexity while maintaining attention to detail throughout all stages of the process.
- Reduced errors in case files by meticulously reviewing documentation for accuracy and completeness.
- Mitigated potential fraud by conducting thorough evaluations of client applications and verifying all supporting documentation.
- Contributed to continuous improvement initiatives by participating in regular staff meetings, sharing best practices, and offering constructive feedback on current procedures.
Disability Determination Analyst
Virginia Department for Aging and Rehabilitative Services-Disability Determination Services
05.2014 - 08.2015
- Independently analyzed medical, vocational, educational, and other evidence submitted by claimants or their representatives to determine eligibility for disability benefits on claims filed under the provisions of the Social Security Act;
- Conferred with medical consultants to resolve complex medical questions and concerns;
- Researched other sources of information that may have provided additional facts regarding claims;
- Conducted interviews with claimants, in order to determine validity of their allegations by asking additional questions regarding their medical history and/or work history;
- Identified potential fraud or abuse in the system by analyzing discrepancies between multiple sources of information;
- Evaluated policies and procedures related to disability claims processing;
- Developed written decisions regarding eligibility for disability benefits to include explanations of medical information, residual effects on work and legal basis for decisions;
- Explained decisions and reason for the decisions made by Social Security and communicated verbally or in writing the information to the claimant.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Records Specialist
Chesterfield Department of Mental Health Support Services
11.2008 - 05.2014
- Managed health information to ensure data integrity, quality, accuracy, accessibility, timeliness, and consistency.
- Analyzed medical charts and abstracted/purged clinical information from hybrid (paper and computer) based department patient records when necessary.
- Interpreted and responded to requests for protected health information.
- Ensured the privacy of the patient by safeguarding and protecting protected health information in the performance of duties.
- Safeguarded sensitive information from unauthorized access using encryption technologies and strict adherence to confidentiality policies.
- Fulfilled release of information requests in an accurate and professional manner within time frames according to departmental and organizational guidelines;
- Provided information and a formal written response to subpoenas for legal purposes.
- Ensured accurate recordkeeping by regularly auditing and updating database information.
- Assisted with the development of new methods and procedures for managing records.
- Supported legal teams during litigation cases by ensuring timely access to relevant documents and evidence materials.
- Coordinated with other staff members in order to ensure timely delivery of requested materials.
- Implemented security measures to protect sensitive information from unauthorized access or disclosure.
- Performed basic administrative duties by answering calls, taking messages, data entry, typing tasks and locating files upon request.
- Scanned images and documents with careful attention to clear scans and to correct document naming conventions.
- Conducted periodic audits of the existing records system to identify areas for improvement.
- Served as a subject matter expert within the organization, providing guidance and support to colleagues across departments on all aspects of records management best practices.
Education
Bachelor's degree - Sports and Health Sciences
American Public University
Charles Town, WV11.2013
Skills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Strong interpersonal skills
- Problem-solving skills
- Verbal and written communication
- Customer relationship management
- Documentation and reporting
- Database research
- Time management
- Attention to detail
Timeline
Contact Representative
Social Security Administration
07.2020 - Current
Mobility Assessment Specialist
Goodwill Keystone Area
12.2018 - 07.2020
Customer Service Representative
Healthnow Administrative Services
01.2017 - 12.2018
Eligibility Caseworker
Childcare Information Services
02.2016 - 10.2016
Disability Determination Analyst
Virginia Department for Aging and Rehabilitative Services-Disability Determination Services
05.2014 - 08.2015
Records Specialist
Chesterfield Department of Mental Health Support Services
11.2008 - 05.2014
Bachelor's degree - Sports and Health Sciences
American Public University
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