Nicole Grays
Indianapolis,IN
Summary
Demonstrative eligibility specialist proudly offering several years' experience assisting others with enrollment and program services. Polished professional known for interactions that are fair, compassionate and respectful. Promoting issue resolution expertise in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Customer Care Chat Representative III-Remote
Elevance Health
Indianapolis, IN
09.2022 - 07.2024
- Responds to customer questions via chat regarding insurance benefits, provider contracts, eligibility, and claims
- Operates a PC/image station to obtain and extract information, documents information, activities, and changes in the database
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Places follow-up telephone calls and e-mails to answer customer questions that are routine in nature
- Uses computerized systems for tracking, information gathering and troubleshooting
- Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims
- Seeks, understands, and responds to the needs and expectations of internal and external customers
CARES Eligibility Specialist-Remote
John Boner Neighborhood Centers
Indianapolis, IN
10.2020 - 06.2022
- Interviews customers to determine nature, degree of need, assistance eligibility, and benefits
- Conducts research within client utility accounts and interacts with federal agencies and private institutions to determine services
- Data entry related to corresponding programs
- Provide resources and materials to customers, referring them to community resources and other organizations as needed; enabling them to apply and receive other services
State Eligibility Consultant-Remote
State of Indiana
Indianapolis, IN
05.2014 - 10.2020
- Approve, modify, or terminate eligibility recommendations made by contract staff for appropriate benefits and waiver programs
- Conducts full eligibility interviews for applicants of SNAP (food stamps), all Medicaid categories and, TANF (cash assistance) programs
- Resolves issues with language barriers, complex cases and policy interpretations
- Reviews cases, reinstates benefits and makes necessary updates per the request of the FSSA Office of Hearings and Appeals
- Approve or deny Auxiliary and Fiat benefit requests
- Achieved and maintained above 90% quality and 100% productivity
Eligibility Specialist
Conduent Business Services, LLC (Formerly Xerox)
Indianapolis, IN
04.2010 - 05.2014
- Evaluated personal and financial data obtained from applicants and recipients to determine initial and continuing eligibility, according to departmental directives using Indiana Program Policy Manual
- Initiated procedures in order for State Eligibility Consultant to approve, modify, or terminate eligibility for various aid programs, such as SNAP (food stamps), all Medicaid categories, and TANF (cash assistance) programs
- Interviewed applicants and recipients to determine eligibility for public assistance
- Achieved and maintained above 90% Quality and 100% productivity
Education
High school diploma or GED -
Broad Ripple High School
Indianapolis, INSkills
- Case Management
- Interviewing
- Data Entry
- Customer Support
- Research
- Microsoft Word
- Microsoft Excel
- Microsoft Power Point
- Communication skills
- Documentation review
- Schedule management
- De-Escalation techniques
- Task Prioritization
- Critical Thinking
- LiveChat Messaging
- Government assistance programs
Timeline
Customer Care Chat Representative III-Remote
Elevance Health
09.2022 - 07.2024
CARES Eligibility Specialist-Remote
John Boner Neighborhood Centers
10.2020 - 06.2022
State Eligibility Consultant-Remote
State of Indiana
05.2014 - 10.2020
Eligibility Specialist
Conduent Business Services, LLC (Formerly Xerox)
04.2010 - 05.2014
High school diploma or GED -
Broad Ripple High School
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