Rachel Castleberry
Henderson
Summary
Driven by a commitment to excellence, I leveraged my troubleshooting and customer relations expertise at the Health and Human Services Commission to enhance program efficiency and client satisfaction. My proactive approach resulted in significant improvements in service delivery, demonstrating my ability to blend technical skills with compassionate client care. Knowledgeable Program Support Specialist known for proactive problem-solving. Maintains high levels of productivity in fast-paced environments. Strong recordkeeping abilities and expertise in TIERS, SASO, Outlook, TMHP, and SharePoint. Report-savvy Program Support Assistant with successful track record of data collection and analysis leading to creation of timely and detailed reports crafted for management teams over 25 years of experience. Additional skills include staff communications, technical assistance and clerical duties.
Overview
26
26
years of professional experience
Work History
Program Support Specialist
Health and Human Services Commission
08.2014 - 06.2024
- Served as an advanced specialist in the Program Support Unit performing complex tasks related to STAR+PLUS. This included case management activity, which included helping people select a managed care organization (MCO) approving and denying STAR+PLUS Waiver (SPW) services.
- Played a key role in transitioning individuals from nursing facility to the community (Promoting Independence). Coordinated the aging out process for individuals enrolled in the Medically Dependent Children Program.
- Ensured compliance with company policies and regulations through diligent documentation and reporting procedures.
- Checked account information for eligibility with program plans and guidelines.
- Worked under general supervision with moderate latitude for the use of initiative and independent judgement.
- Work included operating a computer and an extensive knowledge of Community Care Eligibility Services/Program Support Unit programs and software.
Community Care Worker IV
Health and Human Services Commission
12.2012 - 07.2014
- Contributed to the improvement of community health by conducting regular home visits and assessments.
- Enhanced client well-being by providing personalized care and support in their homes.
- Streamlined communication between healthcare providers, clients, and families to ensure optimal care coordination.
- Collaborated with interdisciplinary teams to develop comprehensive care plans for individual clients.
- Identified social, economic, recreational, and educational services in community to meet clients' needs.
Medicaid Eligibility Specialist
Health and Human Services Commission
10.2008 - 12.2012
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
- Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills to meet deadlines consistently.
- Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.
Texas Works Advisor
Health and Human Services Commission
08.2007 - 10.2008
- Managed a diverse caseload of clients from various backgrounds, effectively addressing unique barriers to employment.
- Achieved significant improvements in client retention rates by providing ongoing support throughout the entire job search process.
- Resolved discrepancies with client applications to verify eligibility.
- Processed and certified documents for accuracy and compliance with government regulations.
- Interviewed applicants and explained scope of different available benefits.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
Human Services Technician
Department of Family and Protective Services
10.2006 - 08.2007
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Acted as mandatory reporter of abuse.
- Documented client progress and activities in accordance with agency policies and procedures.
Clerk IV
Health and Human Services Commission
08.1998 - 10.2006
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Assisted in financial tasks such as invoicing, budget tracking, and expense report processing for optimal fiscal management.
- Provided support for meetings by scheduling appointments, preparing materials, and taking detailed minutes.
- Coordinated travel arrangements for colleagues, including booking flights, hotels, transportation services for seamless business trips.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
BBA - Business Administration
LeTourneau University
Longview, TX05.2011
Skills
- Troubleshooting skills
- Customer Relations
- Data Entry
- Recordkeeping requirements
- File Retrieval
- Appointment Scheduling
- Meeting Arrangements
- Report Preparation
Timeline
Program Support Specialist
Health and Human Services Commission
08.2014 - 06.2024
Community Care Worker IV
Health and Human Services Commission
12.2012 - 07.2014
Medicaid Eligibility Specialist
Health and Human Services Commission
10.2008 - 12.2012
Texas Works Advisor
Health and Human Services Commission
08.2007 - 10.2008
Human Services Technician
Department of Family and Protective Services
10.2006 - 08.2007
Clerk IV
Health and Human Services Commission
08.1998 - 10.2006
BBA - Business Administration
LeTourneau University
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