Jennifer Hill

• Conducted complex eligibility determinations for social service programs, including interviewing clients, reviewing case files, verifying information and calculating benefits while explaining program requirements.
• Performing in-depth assessments of client's financial situations to determine eligibility for SNAP, Medicaid, Medicare and Medicaid Eligibility for Peoples with Disabilities.
• Mentoring and provided guidance to support staff and client's.
• Trained new and current employees in SNAP and Medicaid while demonstrating policies and procedures. Reading over cases processed to ensure policy was followed.
• Had to communicate with Medicare Advisors, Hospitals, Nursing Facilities and often Funeral Homes when locating a client and trying to get payments for care rendered.
• Promoted from Texas Works Advisor II to Texas Works Advisor III in 2021
• Promoted from Texas Works Advisor I to Texas Works Advisor II in 2018
• Demonstrating excellent communication and interpersonal skills while interacting with clients and support staff while

addressing their needs.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving insurance disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information such as Car Insurance, Home and Renter's Insurance along with Life Insurance and the State Farm Bank.
• Helped Agents with daily duties, which involved faxing, taking insurance payments and gathering perspective client's information.
• In-charge of client's Insurance and Financial Reviews

• Established strong relationships with clients, promoting trust and loyalty in our brand.
• Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
• Enhanced team productivity by implementing effective training programs tailored to individual needs.
• Keyed in all account renewals from our current customers for uniforms, mats, towels and sanis supplies for cleaning.
• Handled all customers reports needed in the system, i.e.: Past Due Customer Reports, Jeopardy Reports, Calls solved on the first call reports and Customer Concerns by Route.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled multi-line phone system and directed calls accordingly.
• Knowledgeable in Microsoft Programs
• Active Listener