Rosana Hernandez
Baldwin Park
Summary
Experienced eligibility professional with strong background in assessing and determining client eligibility for various programs. Skilled in data analysis, client interviews, and documentation management. Strong focus on team collaboration and achieving results, adaptable with changing needs. Reliable and efficient, consistently meeting deadlines and maintaining high standards in service delivery.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Eligibility Worker II
County of San Bernardino (Tad Department)
03.2013 - Current
- Effectively communicating policies, procedures and program requirements for Medi-Cal, CalWORKS and CalFresh and reciting rights and responsibilities to customers at initial and continuing applications.
- Assessed client eligibility for public assistance programs, ensuring compliance with federal and state regulations and reciting rights and responsibilities to customers at initial and continuing application
- Reviewed and processed applications, maintaining accurate records for case management systems.
- Conducted interviews with clients to gather information and clarify program requirements. and reciting rights and responsibilities to customers at initial and continuing applications
- Collaborated with community partners to facilitate client referrals and resource access.
- Provided training and mentorship to new staff on eligibility determination processes and best practices.
- Implemented process improvements that enhanced workflow efficiency within the department.
- Analyzed complex cases to resolve discrepancies and ensure timely benefits delivery.
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Enhanced client satisfaction by providing efficient and accurate eligibility assessments for various social service programs.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Eligibility Worker II
County of Los Angeles (Department of Social Services)
01.2005 - 02.2013
- Lead Worker serving as Supervisor fill-in to oversee daily operations and support team productivity within the unit.
- Provided full eligibility determination and redetermination assistance for CalWORKS, CalFresh and Medi-Cal applicants and recipients in Los Angeles County.
- Prepared, submitted, and tracked documentation necessary for maintaining client eligibility in accordance with program guidelines.
- Managed and processed specialized case files, including Minor Consent, Mental Health, Substance Abuse, and Domestic Violence cases.
- Delivered targeted training and mentorship to team members on handling sensitive and complex eligibility scenarios.
- Ensured compliance with county, state, and federal policies while maintaining a high standard of service delivery.
Eligibility Worker I
County of Los Angeles (Department of Social Services)
06.2004 - 12.2004
- Accountable for providing full Determination and Redetermination of Eligibility (RE) application assistance to Los Angeles County. Assist customers during the Intake and RE application process. Responsible for documenting any reported contact changes in the online Medi-Cal Eligibility portal. Prepare and submit documentation required for eligibility maintenance.
Intermediate Typist Clerk
County of Los Angeles (Department of Social Services)
09.1999 - 05.2004
- Compose, type, edit, format, and proofread a variety of reports, and correspondence. General office practices, procedures, and equipment handling. Telephone techniques and etiquette. Filing and records keeping systems. Word, Excel, and Outlook knowledge
Education
GED Certification -
Baldwin Park Adult School
01.2010
Supportive Services Training - Mental Health, Drug Abuse, Minor Consent, DV
Los Angeles County Department of Social Services
01.2004
Skills
- Critical Thinking
- Handling Pressure
- Leadership
- Problem Solving
- Bilingual (Spanish/English)
- Covered California program
- Cal-Saws program
- MEDs program
- Ability to work independently and collaboratively in a team environment
- Written and verbal communication
- Telephone etiquette
- Healthcare Reform
- Effective customer communication
- Application processing
- Applicant interviews
Certification
Awarded Outstanding TAD Employee 2025
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Eligibility Worker II
County of San Bernardino (Tad Department)
03.2013 - Current
Eligibility Worker II
County of Los Angeles (Department of Social Services)
01.2005 - 02.2013
Eligibility Worker I
County of Los Angeles (Department of Social Services)
06.2004 - 12.2004
Intermediate Typist Clerk
County of Los Angeles (Department of Social Services)
09.1999 - 05.2004
GED Certification -
Baldwin Park Adult School
Supportive Services Training - Mental Health, Drug Abuse, Minor Consent, DV
Los Angeles County Department of Social Services