Sheorn Mobley
North Chesterfield,VA
Summary
To obtain a position where I can maximize my management skills, quality assurance, program development, and training experience. I also have a gift for solving complex problems in a fast-paced environment. I am exceptional in help desk positions where my troubleshooting experience and customer service skills will be an asset to any company. Exceptional Benefit Program Specialist with more than 10 years of experience in managing all facets of case and client services. Seeking a challenging new role, whereas I can maximize my leadership skills in case management, quality assurance, program development, and benefit training. Gifted in solving complex problems in a fast-paced environment. Successful in leadership positions where my troubleshooting experience and excellent customer service can be utilized.
Overview
19
19
years of professional experience
Work History
Program Administrative Specialist I
Virginia Department of Social Services
04.2019 - Current
- Determines eligibility and ensured ongoing case management for federal/state programs such as Supplemental Nutrition Assistance Program (SNAP); Families and Children Medicaid, and Aged, Blind & Disabled Medicaid (ABD).
- Increased customer service success rates by quickly resolving issues.
- Volunteered to help with special projects of varying degrees of complexity.
- Provides Excellent computer skills and knowledge in the Virginia Department of Social Services computer systems such as: VACMS, SPIDER, UNISYS, and MMIS.
- Responsible to help clients submit application for benefits (SNAP and Medicaid Assistance).
- Follows guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Educates patients on eligibility and affordability options by offering insightful information. Troubleshoots SNAP/ Medicaid cases stuck in the MMIS and VACMS system for all Virginia localities.
- Responsible to help localities process backlog of cases related to the Medicaid and SNAP program.
- Processes 200 to 250 applications monthly for the State of Virginia.
- Determines eligibility in MMIS and VACMS.
- Corrects case coverage entered in wrong by various localities.
- Knowledge/experience interpreting, applying, and enforcing federal and state laws/regulations.
Benefits Program Specialist
Chesterfield & Colonial Heights Department of Social Services
01.2015 - Current
- Determines eligibility and ensures ongoing case management for federal/state programs such as Supplemental Nutrition Assistance Program (SNAP); Families and Children Medicaid, General Relief; Emergency Assistance; Temporary Assistance to Needy Families (TANF) and Aged, Blind & Disabled Medicaid (ABD).
- Responsible to provide Community Outreach monthly to an assigned location such as, (Chesterfield and Colonial Heights Food Bank, Colonial Heights Health Department and Chesterfield County Public Schools Pre-K Programs). In addition to registering clients for government services.
- Responsible to create prepared forms and documentation needed to evaluate and process cases; document; information received during interviews, during telephone conversations, or from outside sources such as medical providers, employers, or other agencies.
- Review’s client information, conducts research, or analyzes records for periodic review of clients' eligibility status and/or re-evaluation of applications.
- Responsible to ensure great customer service to clients who need to receive the necessary case information, status, or related activities; receives inquiries and provides information based on knowledge of benefit programs or refers to appropriate personnel.
- Maintains confidentiality of departmental issues and handles all written documentation on the assigned cases.
- Responsible to communicate and advocate the philosophy and principles of self-sufficiency and the particulars of the Welfare Reform to clients and to the public. Acts as liaison to external and internal organizations and the public.
- Provides excellent computer skills and knowledge in the Virginia Department of Social Services computer systems such as: VACMS, SVES, Spider, Dynamics, Outlook, MMIS, Microsoft Teams, Excel, One Solution Timecard, Data Warehouse, and the Rushmore quality program.
- Responsible for researching of case histories and authorizing actions and the maintaining of statistical data.
- Provides daily coaching and mentoring to employees and documents performance.
- Oversight of case-processing, case management, and service delivery by employees.
- Provided outreach for additional information for appeals.
- Processed and finalized appeals and grievances within agreed-upon turnaround time.
- Remained knowledgeable regarding company policies and procedures and current developments within operational departments.
- Submitted verbal and written notification to members and providers.
- Entered appeal requests in appeals module.
- Scheduling appeal hearings
- Knowledge/experience of procedures/processes of health care programs and health care operations
- Knowledge/experience monitoring and closely tracking large quantities of cases/data using a vary of tracking tools with the ability to report out the status of each case daily/monthly.
- Knowledge/experience interpreting, applying, and enforcing federal and state laws/regulations.
- Knowledge/experience conducting secondary research independently, identifying risk and escalating as appropriate.
Medicaid Eligibility Worker
Xerox State Healthcare
01.2013 - 01.2015
- Determined eligibility and ensured ongoing case management for federal/state programs such as Supplemental Nutrition Assistance Program (SNAP); Families and Children Medicaid, and Aged, Blind & Disabled Medicaid (ABD).
- Provided Excellent computer skills and knowledge in the Virginia Department of Social Services computer systems such as: VACMS, SPIDER, UNISYS, and MMIS.
- Responsible to help clients submit application for benefits (SNAP and Medicaid Assistance).
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Educated patients on eligibility and affordability options by offering insightful information.
Technical Support Rep
Aditya Birla Minacs
05.2013 - 01.2014
- Vendor for Apple
- Technical Support/Sales.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
Sales Rep
TLK Group
01.2012 - 03.2013
- Vendor for Comcast
- Product sales.
Phlebotomist/ Receptionist
Grifol’s Plasma Care
08.2008 - 06.2010
- Routine blood drawl and blood pressure taking
- Monitors and reports working conditions of equipment
- Collected and processed donor samples for processing and testing
- Recorded weight of product and samples
- Packed units for final shipment and prepares shipping box to send samples to the testing lab.
Receptionist
Southside Martial Arts Academy
01.2005 - 08.2008
- Processed credit payments
- Handled delinquent accounts.
Education
Associate degree - Criminal Justice
ITT Tech
Midlothian, VASkills
- Training Leadership
- Benefits Explanation
- Documentation and Paperwork
- Referral Coordination
- Effective Communication Skills
- Application Review
- Applicant Engagement
- Schedule Management
- Eligibility Determination
- Application Support
- Appointment Scheduling
- Program Knowledge
- Microsoft Excel
- Microsoft Word
Timeline
Program Administrative Specialist I
Virginia Department of Social Services
04.2019 - Current
Benefits Program Specialist
Chesterfield & Colonial Heights Department of Social Services
01.2015 - Current
Technical Support Rep
Aditya Birla Minacs
05.2013 - 01.2014
Medicaid Eligibility Worker
Xerox State Healthcare
01.2013 - 01.2015
Sales Rep
TLK Group
01.2012 - 03.2013
Phlebotomist/ Receptionist
Grifol’s Plasma Care
08.2008 - 06.2010
Receptionist
Southside Martial Arts Academy
01.2005 - 08.2008
Associate degree - Criminal Justice
ITT Tech
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