Jaliyah Grimsley
Leesburg
Summary
Dedicated Direct Care Worker passionate about helping clients lead fulfilling lives by managing health related conditions. with dignity and compassion. Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Department of Family and Children Services
ECONOMIC SUPPORT SPECIALIST 2 (FM and ABD)
02/2025 To Current
11.2023 - Current
- Processing Applications
- Renewals
- Intakes
- Phone Interviews
- Determines initial and ongoing eligibility for Aged, Blind, Disabled Medicaid (ABD)
- Records and evaluates personal and financial data obtained from individuals.
- Processes applications, reviews,and/or changes using appropriate criteria and polices consistently; according to establish guidelines.
- Register online applications, renewals, and process verification via Document System.
- Adheres to assigns daily work schedule, meets attendance standards as outlined in policy.
- Ability to answer a high volume of incoming calls from constituents inquiring about Medical Assistance, (PCK, P4HB, Family Medicaid)
- Document all call information according to standard operating procedures.
- Provides professional, courteous, and helpful customer service to our internal and external customers.
- Review and process change requests over the phone when presented.
- Performs other professional responsibilities as assigned.
Department of Family and Children Services
ECONOMIC SUPPORT SPECIALIST 1 (ABD)
11/2023 To 02/2025
- Screening
- Processing applications
- Renewals
- Intakes
- Changes
- Phone Interviews
- Determines initial and ongoing eligibility for Aged, Blind, Disabled Medicaid (ABD)
- Processes applications, reviews, and/or changes using appropriate criteria and polices consistently; according to establish guidelines.
- Register online applications, renewals, and process verification via Document System.
- Keys in a high volume of data using standard office hardware and software.
- The capability of being flexible with work assignments and able to work in multiple queues.
- Completed all Policy and Gateway training for course/ programs with a 77 and over grade point average.
- Performs other professional responsibilities as assigned
Customer Service Representative
Oak Street Health
Arizona City, AZ
01.2022 - 11.2023
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Customer Service Representative (Remote)
Global Payments
Columbus, GA
06.2022 - 12.2022
- Identifying and assessing customer needs to achieve satisfaction
- Inbound fraud calls
- Managing incoming calls and customer service inquiries
- Generating sales leads that develop into new customers
Customer Service Representative (Remote)
Continuum Global Solutions
Albany, GA
02.2022 - 08.2022
- My job is to answer telephone or video calls or work over chat platforms to address customer concerns and questions about different types of product or service options
- Provided assistance to clients
- Answered phone and assisted customers with changes
- Explained products and benefits
- Customer Support
Caregiver
Brightspring Health Care
Albany, GA
11.2020 - 04.2022
- Maintained clean and well-organized environment for client happiness and safety
- Improved patient outlook and daily living through compassionate care
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges
- Followed care plan and directions to administer medications
- Assisted with meal planning to meet nutritional plans
- Monitored vital signs and medication use, documenting variances and concerning responses
- Drove clients to shop for groceries, attend doctor appointments and run errands
- Examined and addressed lacerations, contusions and physical symptoms to assess and prioritize need for further attention
- Aided with mobility and independence for disabled individuals and continually monitored safety
Front Desk Administrator
Baker County Health Department
Newton, GA
01.2018 - 01.2020
- Handled payment processing and provided customers with receipts and proper bills and change
- Managed customer complaints and rectified issues to complete satisfaction
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues
- Delivered key administrative support to coworkers, taking on additional tasks during peak times
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries
Call Center Representative
Teleperformance
Albany, GA
12.2015 - 12.2017
- Answered inbound customer calls and responded to inquiries
- Listened to client concerns and asked questions to better understand needs
- Documented customer information and activity in customer database
- Assisted with new patient registration and appointment scheduling
- Responded to billing questions by researching information
- Discussed and set up payment plans for services
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Education
High school diploma -
Monroe High School
Albany, GA05-2015
Skills
- First aid and safety
- Client documentation
- Care plan management
- First aid and CPR certified
- Patient Care
- Medical Records
Certification
- First Aid Certification
- CPR Certification
Personal Information
Authorized To Work: US for any employer
Timeline
Department of Family and Children Services
ECONOMIC SUPPORT SPECIALIST 2 (FM and ABD)
11.2023 - Current
Customer Service Representative (Remote)
Global Payments
06.2022 - 12.2022
Customer Service Representative (Remote)
Continuum Global Solutions
02.2022 - 08.2022
Customer Service Representative
Oak Street Health
01.2022 - 11.2023
Caregiver
Brightspring Health Care
11.2020 - 04.2022
Front Desk Administrator
Baker County Health Department
01.2018 - 01.2020
Call Center Representative
Teleperformance
12.2015 - 12.2017
Department of Family and Children Services
ECONOMIC SUPPORT SPECIALIST 1 (ABD)
High school diploma -
Monroe High School