JoAnna Santellan
Sun City West,AZ
Summary
Detail-oriented professional with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
21
21
years of professional experience
Work History
STATE OF ARIZONA FAMILY ASSISTANCE ADMINISTRATION
09.2023 - 05.2024
- Provided excellent customer service by phone to individuals and families facing challenging and personal situations.
- Collected and gathered information to conduct interviews to make eligibility determinations for public assistance benefit programs: Medical Assistance, Nutrition Assistance, and Cash Assistance.
- Conducted phone and in person interviews to gather household details, i.e., income and housing expenses, while speaking to individuals and families by phone.
- Finalized the application and interview process by entering data online using numerous eligibility applications by accessing multiple screens.
- Adhered to agency standards in a high-volume, quick pace office environment measured by production metrics, attendance, service levels, accuracy, and timeliness.
STATE OF ARIZONA DEPARTMENT OF EMPLOYMENT & REHAB SERVICES
06.2020 - 02.2022
- Conducted assigned wage audits to determine accuracy of unemployment payments.
- Reviewed unemployment payments against wages reported by the claimant and/employer to determine accuracy of payments.
- Contacted employers via phone or email to request and/or clarify information received about wage information or work hours.
- Conducted fact-finding reports when requested by the claimant; processed appeal decision; completed data entry into specific programs to show outcomes of responses received.
- Completed daily/weekly/monthly reports as assigned, including workload status reports.
- Final assignment Unemployment Integrity Team to review and audit accuracy of documents provided by claimants applying for federal enhanced unemployment assistance.
STATE OF ARIZONA - ARIZONA STATE RETIREMENT SYSTEM
10.2018 - 11.2019
- Entered information into main database; generated statistical reports using spreadsheets and database applications; provided administrative support within other ASRS divisions.
- Scheduled and organized educational meetings; planned, organized, and assembled meeting materials; handled incoming and outgoing mail.
- Reviewed incoming documents for accuracy; researched member and other external inquiries; sent and organized outgoing correspondence to members.
- Assisted retirement system members at reception desk; provided support and backup assistance to other areas within the agency; fulfilled legal document requests for legal subpoenas.
Receptionist
Camelback Subaru Mazda
02.2016 - 02.2018
- Answered all incoming calls in a friendly and timely manner; determined customer needs and routed calls to appropriate departments.
- Greeted visitors and directed as appropriate to sales, service, or parts.
- Processed service orders by category and date; performed data entry, typed letters, memorandums, and daily reports.
- Maintained and updated customer files; provided information concerning sales and services.
- Operated office machines, word processing equipment, and data entry terminal.
- Compiled information for reports and assisted in preparing statistical reports.
Collector II
STATE OF ARIZONA Arizona State Child Support Services
09.2011 - 01.2015
- Received and registered incoming legal referrals via appropriate computer software.
- Responded to inquiries on incoming inter-jurisdictional legal cases; recorded and set-up each case within assigned timeframes.
- Sent acknowledgements to initiating jurisdictions; located absent parents to collect and enforce child support obligations for intergovernmental child support cases.
- Reviewed and analyzed case files; determined appropriate legal actions; collected documents and information; drafted correspondence and information.
- Drafted correspondence; interviewed individuals who were parties to the case and communicated results with various judicial and administrative jurisdictions.
Employment and Training Specialist
State of Arizona Department Employment and Rehab Services
11.2010 - 08.2011
- Interviewed unemployed individuals to determine job market potential; developed individual goals to track applications, job interviews, and explore training needs, resume development, interviewing skills, and job searching.
- Maintained a case load to monitor regular program participation, achieving goals.
Claims Processor
United Healthcare Group
12.2009 - 09.2010
- Medical insurance claims processor; adjudicated requests for medical coverage payments; required good organizational skills and ability to manage and coordinate several open programs at once, and strong attention to detail and medical terminology knowledge.
Quality Evaluator
Office of Program Evaluation
05.2003 - 02.2009
- Audited state public assistance programs: Nutrition and Cash Assistance, medical (AHCCCS) to assess accuracy of benefits levels and denial decisions.
- Measured compliance with program requirements established by federal and state policies and procedures.
- Examined all available data and conducted field interviews with applicants, employers, and other local resources to determine case accuracy.
- Submitted findings in formal written reports to program administrators and federal and state auditors; offered recommendations for corrective action to decrease program errors.
- Maintained case records files and all related research for federal and state legal action and program funding.
Education
State of Arizona University Certificate - Social Services
Rio Salado Community College
Phoenix, AZSkills
- Proficient in Spanish
- Effective written communication
- Effective verbal communication
- Proficient in Microsoft applications
- Experienced with Google applications
Accomplishments
- Over 30 years of interviewing applicants to determine eligibility for social service programs
- Supervised team of up to 20 staff members.
- Documented and resolved duplication of interviews which led to improved timeliness and quality expectations.
- Achieved federal expectations by completing benefit determination with accuracy and efficiency.
License
Arizona Department of Insurance License and Cyber Security, #19306037, 10/30/19, 09/30/27
Timeline
STATE OF ARIZONA FAMILY ASSISTANCE ADMINISTRATION
09.2023 - 05.2024
STATE OF ARIZONA DEPARTMENT OF EMPLOYMENT & REHAB SERVICES
06.2020 - 02.2022
STATE OF ARIZONA - ARIZONA STATE RETIREMENT SYSTEM
10.2018 - 11.2019
Receptionist
Camelback Subaru Mazda
02.2016 - 02.2018
Collector II
STATE OF ARIZONA Arizona State Child Support Services
09.2011 - 01.2015
Employment and Training Specialist
State of Arizona Department Employment and Rehab Services
11.2010 - 08.2011
Claims Processor
United Healthcare Group
12.2009 - 09.2010
Quality Evaluator
Office of Program Evaluation
05.2003 - 02.2009
State of Arizona University Certificate - Social Services
Rio Salado Community College
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