Julianna A. Troutman
Eligibility Associate
Mechanicsburg,PA
Summary
Professional with strong analytical skills and keen eye for detail, ready to excel in a Supervisory role. Known for efficient problem-solving, effective communication, and adaptability within team settings. Skilled in eligibility determination, data entry, and compliance, ensuring accuracy and integrity in all tasks. Dependable team player who thrives in fast-paced environments and consistently delivers high-quality results.
Overview
15
15
years of professional experience
Work History
Eligibility Associate
Public Consulting Group on Behalf of The State of Alaska
01.2025 - Current
- Enhance client satisfaction by efficiently handling and triaging calls in the Virtual Call Center
- Achieve high levels of accuracy in reviewing documentation for completeness and compliance with program requirements in both the Virtual Call Center and Import Review
- Provide excellent customer service and address client concerns
- Facilitate smooth transitions between departments during case escalations by providing comprehensive summaries of case details as needed
- Leverage strong attention to detail
- Foster positive relationships with clients and coworkers alike, promoting a supportive and professional work environment
- Maintain strict adherence to confidentiality guidelines, protecting sensitive client information
- Manage time effectively to balance competing priorities while maintaining high-quality work standards in a fast-paced environment
Public Health Emergency Eligibility Specialist
Public Consulting Group on Behalf of The State Of Maine Department Of Health And Human Services
03.2023 - 12.2024
- Process healthcare applications/recertifications and determine eligibility
- Maintain up to date knowledge and compliance with internal policies and procedures
- Verify adherence to state and federal laws, rules, and regulations affecting healthcare applications and recertifications
- Analyze application files, including review of applicant's income, assets, expenses, tax filing, and third party liability
- Review applications for completeness and request any missing materials
- Create budgets to ensure accuracy of client eligibility
- Evaluate financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status
- Apply relevant program policies to specific case circumstances
- Reduce errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations
- Conduct extensive research on available resources in order to ensure appropriate benefits are accepted
- Resolve discrepancies with client applications to verify eligibility
- Maintain detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information
COVID-19 Response Frontline Case Investigator
Public Consulting Group on Behalf of The Pennsylvania Department Of Health
09.2021 - 03.2023
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts
- Notified and interviewed individuals to ascertain novel coronavirus exposure level
- Lent daily assessment of health screen and symptom data
- Investigated long-term care facility staff and resident cases who have tested positive for COVID-19
- Entered pertinent data into PA NEDSS, Salesforce, and Sharepoint while speaking to cases
- Collected and recorded information in electronic medical records
- Coordinated with public health and local facilities to support isolation and quarantine of individuals
- Reached out to people newly diagnosed with COVID-19 to determine contact histories and potential exposures
- Contacted people exposed to individuals with COVID-19, assessed symptoms and referred for testing
- Located and corrected data entry errors and reported to management
- Corrected data entry errors to prevent duplication or data degradation
- Reviewed completed work for compliance with regulations
- Offered basic guidance regarding testing and medical consultation for those exposed to people with COVID-19
- Performed record keeping by logging client information within secure contact-tracing software
- Provided educational and informational resources regarding isolation policies and quarantine measures
- Targeted specific community groups with wellness and disease management information
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Identified issues, analyzed information and provided solutions to problems
- Participated in team-building activities to enhance working relationships
- Developed and maintained courteous and effective working relationships
COVID-19 Response Frontline Contact Tracer
Insight Global on Behalf of The Pennsylvania Department of Health
09.2020 - 09.2021
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts
- Notified and interviewed individuals to ascertain novel coronavirus exposure level
- Lent daily assessment of health screen and symptom data
- Provided educational and informational resources regarding isolation policies and quarantine measures
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Identified issues, analyzed information and provided solutions to problems
- Participated in team-building activities to enhance working relationships
- Developed and maintained courteous and effective working relationships
Inventory Specialist/Administrative Assistant
AAA Central Penn
05.2015 - 09.2020
- Managed and maintained inventory in 12 travel store locations
- Resolved inventory discrepancies
- Balanced general ledgers
- Implemented new methodologies to improve travel store sales
- Maintained target inventory levels by forecasting sales
- Projected inventory needs
- Proposed purchases
- Planned and coordinated company events
- Maintained vendor relationships
- Resolved issues with purchase orders via vendors
- Created and maintained detailed administrative processes and procedures to drive efficiency and effectiveness
- Presented Travel Store Workshops
- Assisted coworkers and staff members with special tasks on daily basis
- Facilitated timely delivery of special projects to meet organizational and departmental objectives
- Increased office participation in special events by creating newsletter with detailed Travel Store information and other office updates
- Liaised between clients and vendors and maintained effective lines of communication
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
Teller II
M&T Bank
06.2013 - 05.2015
Teller
Fulton Bank
05.2011 - 06.2013
Education
Master of Arts - Community Psychology
Pennsylvania State University
Middletown, PA05-2023
Skills
- Public Outreach
- Triaging
- Analytical and Critical Thinking
- Problem-Solving Abilities
- Active Listening
- Written Communication
- Eligibility Determination
Timeline
Eligibility Associate
Public Consulting Group on Behalf of The State of Alaska
01.2025 - Current
Public Health Emergency Eligibility Specialist
Public Consulting Group on Behalf of The State Of Maine Department Of Health And Human Services
03.2023 - 12.2024
COVID-19 Response Frontline Case Investigator
Public Consulting Group on Behalf of The Pennsylvania Department Of Health
09.2021 - 03.2023
COVID-19 Response Frontline Contact Tracer
Insight Global on Behalf of The Pennsylvania Department of Health
09.2020 - 09.2021
Inventory Specialist/Administrative Assistant
AAA Central Penn
05.2015 - 09.2020
Teller II
M&T Bank
06.2013 - 05.2015
Teller
Fulton Bank
05.2011 - 06.2013
Master of Arts - Community Psychology
Pennsylvania State University