Latoya Pollard

This position reports directly to the Program Administrator and requires expertise in the public assistance program areas; including extensive knowledge of program concepts, Federal and State laws and regulations, and computer systems that support the public assistance programs. Provides leadership and supervision to include compliance with program requirements/business model, and effective performance feedback. Develops and coordinates corrective action reports for effectiveness and timelines within program policy and procedure guidelines. These areas may include, but are not limited to, client surveys, quantitative statistics, community outreach, and provider liaison activities. Supervises all direct reports who are responsible for the delivery of services to departmental clients. Evaluates subordinates and the Administrative Unit on performance and quality of service delivery to departmental clients. Provides positive reinforcement along with corrective actions as necessary. Recommends and initiates quality improvement strategies and quality control. Works with staff to identify error trends. Acts as a facilitator for quality improvement efforts. Analyzes data from all levels of monitoring including qualitative and quantitative data. Prepares reports and presentations. Uses program expertise and experience to assist with resolving difficult or high profile clients, provider complaints, or other customer service issues. May involve preparing reports, letters or liaison activities with the ESS Program Office, Client Relations Coordinator, legislators, etc. Collaborates with others to determine appropriate action. Reports the action taken to the appropriate office.Establishes and maintains effective working relationships with upper level managers, program office, direct reports, peers, and community service partners and organizations in the service area. Provides support and participates in committees, work groups, and community activities as directed by the Program Administrator.Performs other duties as directed.

• Improved efficiency of application processing by developing standardized workflows for staff to follow consistently.
• Assisted clients in understanding their benefits options by thoroughly explaining program requirements and available resources during consultations.
• Conducted ongoing training sessions for employees, ensuring up-to-date knowledge on policy changes and best practices in the field of eligibility determination.
• Created a positive work environment, fostering open communication and promoting teamwork among frontline workers.
• Increased team productivity by establishing clear performance expectations and providing regular coaching to staff members.
• Mentored new hires and junior staff members, sharing knowledge of best practices in eligibility supervision for their growth and success within the organization.
• Exceeded performance metrics consistently, demonstrating commitment to the organization''s mission and vision while providing exceptional service to clients seeking assistance.
• Evaluated employee performance fairly, providing constructive feedback for improvement while also recognizing exemplary work when appropriate.
• Assisted individuals and families by collecting required and accurate personal and demographic information to determine eligibility.
• Maintained detailed documentation on every case evaluated, safeguarding sensitive client information while adhering to confidentiality standards required by law or regulation.
• Managed a diverse team of eligibility specialists, maintaining high levels of morale and job satisfaction despite challenging workloads.
• Implemented quality assurance measures for all eligibility decisions, promoting accuracy and consistency across cases reviewed by the team.
• Achieved consistent compliance with federal and state regulations through diligent monitoring of program guidelines.
• Enhanced client satisfaction with timely and accurate eligibility determinations through efficient case management.

• Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
• Performs quality management system reviews as assigned. Reviews case reading errors with the Eligibility Self Specialist I, and ensures corrections are completed accurately and timely.
• Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
• Trained staff on current eligibility requirements and policies.
• Increased efficiency in the review process by proactively identifying potential issues and developing actionable solutions.
• Maintains assigned work responsibilities by taking prompt action on all case management activities including medical expense (bill) tracking, changes, sanctions, data exchange, alerts, ad-hoc reports, and Medicaid file resolution.
• Identifies cases of possible fraud and/or overpayment; makes appropriate referrals to fraud and overpayment departments.
• Acts in a supervisory role when the Eligibility Supervisor is unavailable.

• Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
• Performs quality management system reviews as assigned. Reviews case reading errors with the Eligibility Self Specialist I, and ensures corrections are completed accurately and timely.
• Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
• Trained staff on current eligibility requirements and policies.
• Increased efficiency in the review process by proactively identifying potential issues and developing actionable solutions.
• Maintains assigned work responsibilities by taking prompt action on all case management activities including medical expense (bill) tracking, changes, sanctions, data exchange, alerts, ad-hoc reports, and Medicaid file resolution.
• Identifies cases of possible fraud and/or overpayment; makes appropriate referrals to fraud and overpayment departments.
• Acts in a supervisory role when the Eligibility Supervisor is unavailable.

The primary function of this position was determining eligibility for public assistance programs. This work included utilizing a computer-based eligibility system with very time sensitive Federal, State, Agency, and Legal deadlines within the Department’s policy and procedures. Prioritizing and managing an extensive workload, being flexible to change priorities with little notice and handling a high volume of work which is deadline driven. Attempts and conducts interviews necessary for the purpose of collecting and updated required information of an applicant and recipient, and their household members for all public assistance programs. Reviews existing information when available, initiates telephone contacts when necessary to validate information or respond to customer inquiries.. Identifies cases of possible fraud and/or overpayment; makes appropriate referrals to fraud and overpayment departments. Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews. Answers general telephone inquires and exchanges information with other agencies and Department staff. Assists customers with referrals to other agencies and community resources. Assists customers and providers with questions or concerns pertaining to eligibility.

• Verified insurance coverage to confirm patient coverage for necessary medical services.
• Gathered demographic and insurance information to register patients for medical appointments.
• Imaged and scanned patient and registration documentation into electronic patient records.
• Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
• Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
• Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
• Maintained patient confidentiality by adhering to HIPAA regulations and securing sensitive information.