Kenya Martinez

Determined eligibility for various health and human services programs under Food stamps, Medicaid and Medicare (QMB, SLMB, QI-1, CAS, Waivers, Nursing Facility, Prior SSI, A&D emergency, DAC, Pickle, etc.)

• Analyzed financial information provided by applicants to verify income & resource limits.
• Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
• Attended regular training sessions as well as conferences to stay up-to-date on new rules and regulations.
• Communicated application status and policy changes to clients, ensuring understanding of how these updates affected their eligibility.
• Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
• Collaborated with other departments within the organization to ensure accurate processing of applications.
• Researched case histories, court decisions, legal articles, statutes, codes, and other data pertinent to determination of eligibility.
• Cultivated positive working relationships with colleagues and management to enhance teamwork and collaboration.
• Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
• Conducted interviews with applicants, explaining benefits process, and which programs were available.
• Informed applicants of other agencies providing useful or related assistance.
• Answered questions and responded to inquiries to deliver high level of service to patients.
• Supervised daily operations and workflow of team members in fast-paced environment such as monitoring case loads, suspended tasks, DG003 & DG004 reports.
• Coordinated training sessions to improve staff skills and performance, facilitating meetings with field policy specialists to enhance staff understanding of policies and case management.
• Monitored performance metrics to identify areas for improvement in operations such as Online Utilization, Completion rates, & Processing Efficiency.
• Resolved customer complaints promptly, ensuring satisfaction while addressing both general inquiries and OMBUDSMAN complaints received by Area Administrator.
• Monitored employee productivity to provide constructive feedback and tools such as job aids to improve self sufficiency while working cases.
• Led weekly huddle team meetings to discuss progress, address statewide updates, performance reviews, and helpful tips/tools to improve case loads.
• Provided guidance and direction to subordinates regarding job duties and responsibilities.