Nancy DeLaRosa
El Paso
Summary
Dedicated public service professional with 13 years of experience in eligibility determination and customer service within the New Mexico Health Care Authority. Proven Lead Worker with experience mentoring staff, assist with new hires, supporting call center operations, and ensuring compliance with federal and state regulations. Skilled in client interviewing, eligibility assessment, and quality assurance.Client-centered .Bilingual individual committed to engaging others and delivering exceptional service.
Reliable professional offering an extensive career promoting positive
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skill and multitasking working under pressure.
Results-driven Lead Worker known for high productivity and efficient task completion.
Overview
20
20
years of professional experience
Work History
Lead Worker
Health Care Authority (HCA) State of NM
South Dona Ana
07.2024 - Current
- Mentor, coach, and provide guidance to eligibility staff.
- • Train and onboard new employees, including call center staff.
- • Serve as a subject-matter expert for complex or escalated cases.
- • Conduct quality reviews for accuracy, timeliness, and policy compliance.
- • Assist supervisors with workflow coordination, workload management, and coverage.
- • Provide customer service and resolve client inquiries.
- • Determine program eligibility through interviews and documentation verification.
- • Assess income potential based on language proficiency, vocational skills, education, employment history, and training needs.
- • Ensure confidentiality of sensitive client information.
- • Maintain all required state-mandated training and certifications.
Family Assistance Analyst
Income Support Divison
Anthony
11.2012 - 07.2024
- Provided assistance to families in need of financial aid, including processing applications and determining eligibility.
- Conducted interviews with applicants to assess their needs and determine the appropriate benefits or resources for them.
- Ensured compliance with all relevant regulations and policies when providing family assistance.
- Process complex eligibility determinations for multiple income support programs;
- Coordinating client utilization of multiple public assistance programs which may contain conflicting eligibility criteria.
- Assessing income potential based on language and vocational skills, education level, training needs and employment history.
- Ensured compliance with all applicable laws and regulations governing benefit programs.
- Attended regular training sessions to stay up-to-date on new rules and regulations
- Call center experience
Eligibility Specialist
YWCA
El Paso
10.2005 - 04.2010
- Reviewed applications for eligibility and determined whether applicants met the criteria.
- Analyzed financial information provided by applicants to verify income levels.
- Processed client applications in accordance with established guidelines.
- Assisted clients with completing forms required for processing applications.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
Education
Medical Coding - Medical Claims Examination
Florida Gulf Coast University
Fort Myers, FL04.2011
Some College (No Degree) -
El Paso Community College
El Paso, TXSkills
- Application Support
- Appointment Scheduling
- Eligibility Determination Client Interviewing Policy Compliance Staff Training & Mentoring Call Center Operations Customer Service Confidential Information Handling
- Education & Training
- State-mandated training and certifications (current)
Timeline
Lead Worker
Health Care Authority (HCA) State of NM
07.2024 - Current
Family Assistance Analyst
Income Support Divison
11.2012 - 07.2024
Eligibility Specialist
YWCA
10.2005 - 04.2010
Medical Coding - Medical Claims Examination
Florida Gulf Coast University
Some College (No Degree) -
El Paso Community College