Ileana Vidal
Altamonte Springs,FL
Summary
Dynamic Medicaid Benefit Counselor with a proven track record at Senior Resource Alliance, enhancing application enrollment. Expert in benefits administration and client relationship building, adept at policy interpretation and bilingual support. Recognized for exceptional documentation and reporting skills, alongside impactful communication abilities.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Medicaid Benefit Counselor
Senior Resource Alliance
01.2024 - Current
- Maintain legal and medical records and handle financial eligibility, ensuring full compliance with the Department of Elder Affairs' regulations and applicable laws.
- Handle referral requests from the Department of Elder Affairs programs, assess the required level of review, and update databases with pertinent information and decisions.
- Conduct telephone interviews for initial, annual, and significant change screenings, gather and provide information, effectively resolving customer issues.
- Review clients' citizenship and provide immigration applicants with case status updates related to Medicaid Long-Term Care.
- Coordinate weekly and monthly client screenings based on application status.
- Submit and receive Medical Certification Forms to clients' Primary Care Physicians to determine eligibility for Medicaid Waiver programs in Florida.
- Collaborate with local, state, and federal social workers to analyze and determine applicant qualifications.
- Explain Medicaid eligibility criteria and the eligibility process to prospective applicants.
- Refer individuals to the ADRC Medicaid Benefits Counselors and Medicaid Waiver Specialists for Long-Term Care Education.
- Release individuals to the appropriate Lead Agency or service provider for CCE, HCE, and ADI services when funding is available.
- Collect and maintain accurate records of caller requests using the Refer computer software for appropriate documenting and reporting. analyze and determine applicant qualifications.
- Explain Medicaid eligibility criteria and eligibility process to prospective applicants.
- Refer individuals to the ADRC Medicaid Waiver Specialists for Long-Term Care Education.
- Release individuals to the appropriate Lead Agency or service provider for CCE, HCE and ADI services, when funding is available.
Call Center / Customer Support
Meraki Solutions
03.2022 - 08.2022
- Respond to authorized service center's inquiries via email or phone, and resolved issues efficiently and professionally.
- Update and authorize approximately 50-80 customer request tickets for owned or new purchased units that are needing repair service or needing new parts due to missing or damaged.
- Trained new CSR's on department procedures.
- Do other duties as needed or assigned.
- Promoted to processing returns and exchanges within three months of hire.
- Recognized by Management and customers for providing exceptional customer service.
- Initiated reporting and updating members' contact information when necessary.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
Leasing Agent
Highmark Residential
11.2021 - 03.2022
- Completing prospect screening with Yardi software application.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
- Scheduled various contractors to complete needed work on vacant and occupied units.
- Invited prospects to fill out application upon completion of property tour.
- Resolved conflicts between tenants regarding noise, encroachment and parking.
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Participated in property inspections to prepare for move-ins and move-outs.
- Verified tenant incomes and other information before accepting lease applications.
- Helped clients find leases to suit needs such as handicapped access, pet-friendly locations and one-story configurations.
- Greeted clients, showed apartments, and prepared leases.
Education
GED -
Hudson County School Of Technology
North Bergen, NJ02-1999
Skills
- Proficient in Microsoft Word, Outlook, and Teams
- Client Relationship Building
- Benefits Administration
- Policy Interpretation
- Research capabilities
- Benefits Explanation
- Open enrollment
- Written and oral communication
- Documentation And Reporting
- Report Generation
- Scheduling
- Inbound and Outbound Calling
Accomplishments
- Within six months. I was promoted from Community Care for the Elderly Specialist (CCE) to Medicaid Benefit Counselor.
- Conducted over 120 evaluations in a single month for both English and Spanish-speaking applicants.
- Increase application enrollment by 20% through coordinating dual-household applicant screenings.
Certification
Certified Notary Public for the State of Florida, effective from April 20, 2022, through April 19, 2026.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Medicaid Benefit Counselor
Senior Resource Alliance
01.2024 - Current
Call Center / Customer Support
Meraki Solutions
03.2022 - 08.2022
Leasing Agent
Highmark Residential
11.2021 - 03.2022
Certified Notary Public for the State of Florida, effective from April 20, 2022, through April 19, 2026.
GED -
Hudson County School Of Technology
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