Priscilla Hurtado

• Interviewing applicants for CalWORKs, General-Relief, Medi-Cal, and CalFresh to obtain information regarding household composition, income, expenses, property, and other circumstances
• Processing new applications and Renewals for CalWORKs, General-Relief Medi-Cal/CalFresh single program and combo cases including: Immediate Need, Diversion, Homeless Assistance, CalFresh Expedited Services, Affordable Care Act (ACA) MAGI and Non-MAGI evaluations, Long Term Care, Aged & Disabled programs, DDSD Pending program, Federal Poverty Level programs, and Medicare Savings Programs: Qualified Medicare Beneficiaries (QMB), Specified Low Income Beneficiary (SLMB), and Qualifying Individuals (QI-1)Interpreting and maintaining knowledge in CalWORKs, Medi-Cal, and CalFresh regulations by frequently reviewing Program Guides, Letters, Memos, and Program Inquiries
• Reviewing applications, forms and verifications for completeness and accuracy
• Processing and interpreting a variety of financial and non-financial documents such as: paystubs, tax returns, bank statements, university financial aid documents, vehicle registrations, lease agreements, court orders, immigration documents, birth records, and immunization records
• Determining applicants' CalWORKs, Medi-Cal General-Relief and/or CalFresh eligibility by calculating correct benefit amounts, appropriate aid types, and share of cost
• Maintaining proficiency in and utilizing automated systems and applications such as: CalSAWS Fraud Referral Tracking System (FRTS), Medi-Cal Eligibility Data System (MEDS), Hyland, Electronic Benefits Transfer System (EBT), Income and Eligibility Verification System (IEVS), Payment Verification Systems (PVS), California Healthcare Eligibility, Enrollment and Retention System (CalHEERS), Learning Management System (LMS), Microsoft Office, and NICE InContact System.
• Managing a large volume of work ensuring compliance with regulatory time frames
• Maintaining and updating an application log to track work, progress, and due dates
• Processing referrals and escalations received within the office and from the Access Customer Service Center
• Corresponding with customers by sending requests for verification and accurate Notices of Action
• Referring customers to various public services to assist them with their needs including shelters, food banks, as well as local, state and federal agencies
• Providing excellent customer service in accordance with the county's HEART Initiative
• Completing any additional tasks as assigned

• - Professionally interacted with customers and inside personnel, answering questions and responding to phone and email inquiries.
• - Processed financial documents, contracts, expense reports, and invoices.
• - Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
• - Fostered internal and external communication by creating memos, letters, and other documents.
• - Utilized specialized accounting software for accurate financial management

• - Held financial conversations with clients and prospects to determine needs and provide appropriate solutions.
• - Established strong and positive working relationships within the organization to contribute to team success.
• - Demonstrated expertise in product knowledge and sales to identify and recommend appropriate products and services.
• - Presented investment options aligned with clients' financial status based on their needs and goals.

• - Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
• - Answered, screened, and processed a high volume of calls daily using call management systems and web-based communications.
• - Updated customer accounts and contact information in call management databases.
• - Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
• - Supported sales team members to drive growth and development.

• - Assisted customers in opening and closing accounts, applying for loans, and making sound financial decisions.
• - Followed operational standards to promote security, risk management, and compliance.
• - Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
• - Educated customers on a variety of retail products and digital solutions, enhancing their experience.
• - Expanded customer relationships through regular follow-up processes and rapport building.
• - Collaborated with loan officers, mortgage officers, and financial advisors to provide optimal financial solutions to clients.