LORRAINE CARMONA
Brandon
Summary
Bilingual Eligibility and Client Services Specialist with experience in healthcare and social services. Skilled in eligibility determination, client communication, documentation, and resource coordination. Guides individuals through complex processes while maintaining accurate records and collaborating with teams for timely service delivery.
Overview
12
12
years of professional experience
1
1
Certification
2
2
Languages
Work History
Eligibility Counselor
Early Learning Coalition of Hillsborough County
03.2025 - Current
- Managed high-volume communications ensuring clarity on applications, eligibility, and documentation requirements.
- Efficiently managed caseloads, ensuring all clients received prompt attention and assistance throughout the application process.
- Maintain accurate records and documentation while ensuring compliance with established guidelines.
- Collaborated with internal teams to resolve issues, enhancing overall service delivery.
- Assessed eligibility requirements for early learning programs to ensure compliance with state and federal regulations.
- Guided families through application processes, providing clear instructions and support.
- Collaborated with community partners to enhance service delivery and outreach efforts.
Bilingual Customer Service Representative
Sunshine Line
10.2023 - 01.2025
- Coordinated transportation services for medical appointments, ensuring timely access to healthcare for clients.
- Verified eligibility requirements, maintaining accurate records across multiple systems to support compliance and service delivery.
- Verified eligibility requirements and maintained accurate records across multiple systems.
- Supported vulnerable populations during emergency response efforts.
- Assisted in training new representatives on customer service protocols and software systems to enhance team performance.
- Provided exceptional bilingual support to customers, ensuring clear communication and effective problem resolution.
- Managed high-volume inquiries efficiently, utilizing CRM tools to track interactions and improve response times.
Instructor
AGM University
Tampa, FL
01.2015 - 08.2022
- Delivered undergraduate and graduate instruction in English, Education, and ESL to diverse student populations, adapting communication strategies to meet individual learning needs.
- Collaborated with students, faculty, and administrators to provide guidance, resolve concerns, and ensure successful program outcomes.
- Designed and led a faculty onboarding program that supported more than 20 new hires annually, providing training, mentorship, and ongoing performance support.
- Facilitated workshops, presentations, and training sessions, strengthening communication, problem-solving, and client-service skills.
- Maintained accurate records, documentation, and reports while managing multiple responsibilities in a fast-paced academic environment.
- Maintained accurate records and documentation while managing multiple responsibilities in fast-paced academic environment to ensure compliance and efficiency.
Education
Master of Arts - Curriculum and Instruction of English
Universidad Del Este
Puerto RicoSkills
- Eligibility verification
- Intake and Assessment
- Record management
- HIPAA and Confidentiality Compliance
- Care Coordination Support
- Record management
- HIPAA compliance
- Care coordination
- Patient education
- Problem Solving
- Bilingual English/Spanish
- Verbal communication
Certification
- Florida Notary Public
- Remote Online Notary
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Eligibility Counselor
Early Learning Coalition of Hillsborough County
03.2025 - Current
Bilingual Customer Service Representative
Sunshine Line
10.2023 - 01.2025
Instructor
AGM University
01.2015 - 08.2022
Master of Arts - Curriculum and Instruction of English
Universidad Del Este