Kayla Ackerman
Halifax,PA
Summary
Professional with strong background in eligibility assessment and client service. Skilled in analyzing applications, verifying information, and ensuring compliance with regulations. Known for effective teamwork, adaptability, and achieving results. Proficient in managing caseloads, problem-solving, and maintaining confidentiality with focus on accuracy and efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Financial Eligibility Specialist
Seniorlife
Steelton, PA
05.2025 - Current
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Assisted clients with accurate eligibility form, application and document completion.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Developed strong rapport with clients by effectively communicating complex program requirements and processes.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Increased efficiency in the review process by proactively identifying potential issues and developing actionable solutions.
Executive Assistant
Seniorlife
Steelton, PA
06.2024 - Current
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Answered high volume of phone calls and email inquiries.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Investigated health insurance claims to provide approvals or denials.
- Assisted Executive Director in covering for open positions such as AP/AR and Facility Manager.
Home care scheduling assistant
Seniorlife
Steelton, PA
10.2023 - 06.2024
- Increased customer satisfaction with consistent follow-up calls to confirm appointments and address concerns promptly.
- Maintained positive client relationships through prompt communications and effective conflict resolution
- Reduced scheduling conflicts by closely monitoring deadlines and proactively rescheduling appointments as needed.
- Provided direct patient care as needed to ensure coverage.
Doordash Driver
DoorDash
Middletown, PA
07.2022 - 10.2023
Member Assistant
Seniors At Home
Harrisburg, PA
01.2023 - 10.2023
- Home health aide
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
- Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
- Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Documented care actions by completing records and logs in medical software system.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
Warehouse Packer
Grove Collaborative
Elizabethtown, PA
09.2022 - 12.2022
Customer Service Representative (WAH)
Concentrix
Middletown, PA
02.2022 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Team Member
Sheetz
Harrisburg, PA
09.2021 - 09.2021
Package Handler
Amazon DSP
Elizabethtown, PA
09.2020 - 12.2020
Amazon Warehouse Associate
Amazon.com
Elizabethtown, PA
12.2019 - 01.2020
CNA - Certified Nursing Assistant
Masonic Villages
Elizabethtown, PA
05.2019 - 08.2019
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
Vaccinator
Hy Line N America
Elizabethtown, PA
11.2018 - 11.2018
Candy Packer
M&M MARS
Elizabethtown, PA
08.2018 - 08.2018
Cash Office Lead
Darrenkamps Markets
Elizabethtown, PA
09.2011 - 08.2018
- Maintained strict confidentiality regarding sensitive customer information as well as proprietary company financial data during routine duties or special projects as required by management directives or legal obligations.
- Implemented standard operating procedures to enhance overall operational efficiency while adhering to company policies and regulatory guidelines.
- Prepared detailed financial reports for management review, highlighting trends in sales data, deposit variances, and transactional anomalies requiring further investigation.
- Provided exceptional customer service by effectively addressing inquiries related to billing issues or disputes over payment transactions in a timely manner.
- Increased cash handling accuracy by implementing efficient counting procedures and regular audits.
- Ensured timely completion of tasks by coordinating with other departments on financial matters, including inventory control and sales reporting.
- Enhanced team productivity with effective training programs and ongoing coaching for new hires and existing cash office staff.
- Managed petty cash disbursements, consistently balancing accounts and minimizing discrepancies through diligent tracking processes.
- Reduced discrepancies in daily reports, ensuring precise reconciliation of receipts, disbursements, and bank deposits.
- Contributed to the development of new cash office procedures aimed at simplifying processes and reducing the potential for errors during peak periods or high volume transactions.
- Organized cash flow management to maintain adequate funds for daily operations without compromising security protocols.
- Exhibited strong leadership skills while overseeing daily operations, ensuring adherence to established policies while fostering a positive work environment conducive to high morale and team cohesion.
Pet Hotel Associate
Petsmart
Lancaster, PA
03.2014 - 06.2016
Education
High school - undefined
Elizabethtown Area High School
Elizabethtown, PA06.2013
Skills
- Cash handling
- Organizational skills
- Data entry
- Effective communication skills
- Microsoft office
- Telephone etiquette
- Documentation and reporting
- Public assistance
- Documentation and paperwork
- Policy interpretation
- Social services
- Record keeping
- Medicaid
- Income verification
- Eligibility procedures
- Recordkeeping and data input
- Public assistance programs
- Eligibility determination
- Problem-solving
- Attention to detail
- Time management
- Active listening
Certification
Driver's License
Timeline
Financial Eligibility Specialist
Seniorlife
05.2025 - Current
Executive Assistant
Seniorlife
06.2024 - Current
Home care scheduling assistant
Seniorlife
10.2023 - 06.2024
Member Assistant
Seniors At Home
01.2023 - 10.2023
Warehouse Packer
Grove Collaborative
09.2022 - 12.2022
Doordash Driver
DoorDash
07.2022 - 10.2023
Customer Service Representative (WAH)
Concentrix
02.2022 - 06.2022
Team Member
Sheetz
09.2021 - 09.2021
Package Handler
Amazon DSP
09.2020 - 12.2020
Amazon Warehouse Associate
Amazon.com
12.2019 - 01.2020
CNA - Certified Nursing Assistant
Masonic Villages
05.2019 - 08.2019
Vaccinator
Hy Line N America
11.2018 - 11.2018
Candy Packer
M&M MARS
08.2018 - 08.2018
Pet Hotel Associate
Petsmart
03.2014 - 06.2016
Cash Office Lead
Darrenkamps Markets
09.2011 - 08.2018
High school - undefined
Elizabethtown Area High School