Kadie Robertson

• Assessed client eligibility for various social service programs, ensuring compliance with federal and state regulations.
• Conducted comprehensive interviews to gather necessary documentation and verify applicant information.
• Maintained accurate case records in accordance with agency policies and procedures to support efficient workflow.
• Monitored program changes and updated eligibility criteria, ensuring timely communication with clients regarding impacts.
• Trained new staff on eligibility determination processes, fostering a supportive learning environment within the team.
• Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
• Interviewed applicants and explained scope of different available benefits.
• Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
• Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
• Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
• Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
• Managed processing of financial assistance and food stamp benefits applications.
• Processed and certified documents for accuracy and compliance with government regulations.
• Resolved discrepancies with client applications to verify eligibility.
• Assisted clients with completion of applications and paperwork.
• Call center work enviornment

• Oversaw daily operations, ensuring adherence to company standards and policies.
• Implemented process improvements that enhanced productivity and reduced waste.
• Functions of public assistance agencies;
• Principles, practices and techniques of supervision, training and leadership;
• Rules and regulations governing eligibility for all public assistance programs;
• Advanced level electronic data processing systems;
• Sources of information necessary to determine eligibility for various benefit programs;
• Public assistance and community resources available to applicants and recipients of benefit programs;
• Human relation principles and practices;
• Available resources for union contract provisions, labor relations procedures and Merit System Rules;
• Techniques required for gathering, evaluating and transmitting information.

• Provides lead supervision of a clerical staff engaged in a variety of work related to the registration process for clients to a patient care area or agency program service site throughout SCVH&HS;
• Performs the routine as well as more technically difficult or complicated duties associated with the duties of a Health Services Representative;
• Assists in training, monitoring and guiding new employees;
• Assists in developing and/or revising internal procedures as they relate to the admission process of a particular department;
• Counsels and assists in selection decisions, performance evaluations and corrective action matters of subordinate personnel;
• Interprets and explains new or revised registration and clerical procedures to staff, clients, and other departments as appropriate;
• Communicates with various internal and external departments to provide/obtain accurate client information to complete the registration process;
• Performs related work as required.

- OR -

• Processes technically difficult or complicated financial screening and insurance authorizations or referrals associated with the duties of a Health Services Representative;
• Processes difficult credit, collection or program application cases including out-of-county code Medi-Cal cases and Medi-Care exhausted accounts;
• Reviews and evaluates referral for completeness, accuracy and urgency and prioritizes and schedules appointments according to that urgency;
• Contacts insurance companies to determine requirements, benefit coverage to obtain authorization for services;
• Utilizes and interprets detailed scheduling guidelines and a moderately complex scheduling system to schedule and re-schedule evaluations/appointments for the appropriate discipline and/or clinic site;
• Monitors eligibility of recipients for government programs and provides documentation for submission of Treatment Authorization Requests (TARs);
• Prepares Treatment Authorization Requests for inpatient emergent/urgent medical admissions including difficult and complex accounts pertaining to the Medi-Cal State reimbursement program;
• Interprets State Medi-Cal program requests for additional medical information and insurance verification when discrepancies arise;
• Conducts Medi-Cal eligibility investigations and consults with professional staff to ensure payment if Medi-Cal eligibility and authorization is questionable upon admission;
• Prepares medical charts, inpatient accounts, out-of-county forms and retroactive Medi-Cal accounts for the State Registered Nurse to review for approval/denial of Treatment Authorization Requests for reimbursement from the State Medi-Cal program;
• Compile statistics on workflow and production and writes concise summaries;
• Maintains detailed data spreadsheets;
• Conducts financial screening for eligibility in various computer systems and/or interviews clients to establish financial eligibility;
• Reads and interprets information for insurance eligibility to ensure that a correct payment source is identified for reimbursement;
• Makes data entries, reads and interprets computer printouts and/or information on computer screens and solves computer related data problems;
• May act as patient representative in matters other than the admitting process when appropriate during hospitalization;
• Acts as a liaison and resource with other hospital departments, insurance companies, programs, etc. relative to the work of the department;
• Performs other related duties as required.

• Facilitated patient registration processes to ensure accurate data collection and compliance with healthcare regulations.
• Coordinated insurance verification procedures, reducing claim denials through thorough documentation.
• Managed patient flow effectively, optimizing scheduling and minimizing wait times for appointments.
• Provided exceptional customer service by addressing patient inquiries and resolving issues promptly.
• Collaborated with clinical staff to ensure seamless communication regarding patient needs and care coordination.
• Led initiatives to enhance the patient experience, resulting in increased satisfaction scores through feedback analysis.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
• Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.