S. Joy Williams
Birmingham,AL
Summary
Compassionate Public Service Employee motivated to positively impact program operations and participant success with diligent support. Well-trained in personal interactions with dedication to continuously enhancing strategies and optimizing assistance. Highly organized and hardworking with strong attention to detail.
Overview
15
15
years of professional experience
Work History
Benefit Authorizer
Social Security Administration, SSA
Birmingham, AL
09.2014 - Current
- Maintained up-to-date records of all customer transactions and interactions.
- Interpreted regulations and policies to determine eligibility criteria.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Responded promptly to customers' inquiries regarding their benefits status.
- Researched and resolved complex issues related to benefit claims processing.
- Prepared detailed account summaries for management review.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Collaborated with other departments to ensure timely resolution of problems.
- Informed applicants of other agencies providing useful or related assistance.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Trained new staff members on departmental policies and procedures.
- Advised customers on available options to maximize their benefits coverage.
- Maintained positive working relationship with fellow staff and management.
- Created reports and documents detailing benefit authorization decisions.
- Reviewed and analyzed customer applications for eligibility of benefits.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Identified areas where processes could be improved to enhance service delivery.
- Assessed benefit claims, verified information and processed requests accordingly.
- Conducted periodic reviews of customer accounts to ensure compliance with regulations.
- Investigated discrepancies in customer accounts for accuracy.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered 1800-772-1213 calls per shift to assist with customer questions and concerns.
- Understood and followed oral and written directions.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Social Worker
Department of Human Resources
Birmingham, AL
02.2009 - 09.2014
- Maintained and developed community relationships to support various client referrals.
- Maintained accurate records of client progress and interactions according to agency standards.
- Assisted clients in accessing community resources such as housing, food pantries, and transportation options.
- Improved outcomes and successes by utilizing multidisciplinary risk identification and management in care planning.
- Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
- Collaborated with multidisciplinary team of mental health case managers and disability workers.
- Developed workable solutions for recurring problems for individuals and families.
- Assisted and advocated for clients obtaining financial resources and government entitlements.
- Administered conflict resolution strategies to help families resolve disputes.
- Assessed clients for neglect and abusive situations to compile documentation for court hearings and reports.
- Performed psychosocial assessments and documented casework.
- Participated in professional development activities such as seminars, workshops, trainings.
- Interviewed clients individually and in family groups to determine services to best address specific needs.
- Used active listening skills and supportive diction to cultivate client rapport and open communication.
- Visited clients at residences to assist courts with custody decisions and conduct home study assessments.
- Facilitated frequent family conferences to discuss case plans in detail and discuss goals.
- Evaluated and addressed individual client needs and concerns.
- Engaged with schools and other educational institutions on behalf of students who are struggling academically or socially due to life circumstances.
- Coordinated referrals to outside agencies for additional services such as substance abuse programs or vocational training.
- Developed individualized service plans with clients to address their identified goals.
- Counseled and prepared residents for transition to independent living.
- Reduced unnecessary risk of institutional care by treating high-risk clients living in communities.
- Referred patients to community resources for mental health treatment, child protective services and assistance for people with developmental disabilities.
- Collaborated with family members to provide comprehensive support services to clients.
- Completed intake assessments with patients and drafted community re-entry plans following treatment.
- Participated in court proceedings related to cases involving children or vulnerable adults.
- Coordinated mental health assessments for children, adolescents and adults receiving child welfare and prevention services.
- Acted as role model for clients by exhibiting positive behaviors.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Actively advocated for systemic change within organizations that serve vulnerable populations.
- Provided supportive counseling services for victims of abuse or neglect.
- Identified and addressed financial and emotional barriers to discharge and recovery.
- Encouraged and motivated clients to develop new coping mechanisms and techniques to drive behavior modification.
- Maintained lists of resources helpful to clients.
- Assessed safety risks for children living at home or in foster care settings.
- Maintained thorough case history records and wrote detailed reports.
- Conducted assessments of client needs, strengths, and resources to develop treatment plans.
- Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
- Coordinated care with interdisciplinary teams and community contacts to promote continuity of care.
- Composed or prepared correspondence, case notes and narratives with computer-based applications.
- Educated clients about the impact of trauma on mental health and well-being.
- Directed protective placement, case management, parent education and family reunification activities.
- Implemented social service interventions to achieve treatment goals and address client needs.
- Attended team meetings and provided feedback on case updates and treatment recommendations.
- Visited clients at residence for home study assessments to assist courts with custody decisions.
- Educated patients and caregivers on community resources and post-acute level of care criteria, benefits and coverage.
- Provided crisis intervention services for clients experiencing acute distress.
- Advised families regarding guardianship arrangements when appropriate.
- Worked collaboratively with other professionals such as psychiatrists, psychologists, and nurses to coordinate care for clients.
- Compiled socio-psychiatric case histories to facilitate accurate diagnoses.
- Offered grief and bereavement counseling to support family members after death of loved ones.
- Collaborated with others to discuss new opportunities.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Leveraged [Software] skills to input and compile data gathered from various sources.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Delivered products to customer locations on time.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
Education
Master of Science - Social Work
The University of Alabama
Tuscaloosa, AL08-2012
Bachelor of Science - Psychology/Social Work
University of Montevallo
Montevallo, AL12-2005
Skills
- Advocacy and Counseling
- Recordkeeping and Data Input
- Eligibility Determination
- Effective Communication Skills
- Documentation and Paperwork
- Proficiency in multiple screens/Data coding/reports
References
References available upon request.
Timeline
Benefit Authorizer
Social Security Administration, SSA
09.2014 - Current
Social Worker
Department of Human Resources
02.2009 - 09.2014
Master of Science - Social Work
The University of Alabama
Bachelor of Science - Psychology/Social Work
University of Montevallo