Stan Iraola
Shoreline,WA
Summary
Dynamic professional with extensive experience at the Department of Social and Health Services, excelling in Medicaid eligibility analysis and conflict resolution. Proven track record of enhancing customer loyalty through empathetic service and effective case management. Skilled in team management and maintaining compliance with regulations, ensuring optimal client support and satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Department of Social and Health Services
Lynnwood, USA
06.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
PUBLIC BENEFIT SPECIALIST 4
Department of Social and Health Services
Lynnwood, USA
11.2022 - 05.2025
- 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.
- Coordinated closely with other social service agencies, fostering collaboration to ensure comprehensive support for clients.
- Maintained strict confidentiality of applicant information, adhering to all applicable privacy laws and regulations.
- Collaborated with healthcare providers to manage client benefit inquiries effectively.
RESTAURANT MANAGER
Fil-Cuisine
Lynnwood, USA
11.2021 - 07.2024
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
SUBSTANCE ABUSE COUNSELOR
Center for Human Services
Shoreline, USA
06.2017 - 06.2020
- Maintained accurate documentation of client progress, facilitating informed decision-making within the treatment team.
- Developed relapse prevention strategies for clients transitioning out of treatment programs, empowering them to maintain long-term sobriety.
- Supported aftercare planning for continued recovery after treatment.
- Developed individual treatment goals based on history and diagnosis.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Supported and assessed clients struggling with addiction or relationship issues and devised strategies based on client needs.
- Provided crisis intervention services when necessary, deescalating situations and connecting clients with appropriate resources.
Education
High School Diploma -
Shorecrest
Shoreline07.2010
No Degree - Psychology
North Seattle College
Seattle, WASkills
- Healthcare benefits
- Retirement plans
- Benefits explanation
- Policy compliance
- Medicaid eligibility determination
- Case management
- Financial analysis
- Medicaid eligibility
- Case documentation
- Client record management
- Eligibility analysis
- Benefits interpretation
Awards
2018 ACCOUNTABILITY AWARD, Selected as the 2018 Accountability Awardee in Center for Human Services.
Languages
Tagalog, Limited Working
Timeline
PUBLIC BENEFIT SPECIALIST 4
Department of Social and Health Services
11.2022 - 05.2025
RESTAURANT MANAGER
Fil-Cuisine
11.2021 - 07.2024
Customer Service Specialist
Department of Social and Health Services
06.2020 - Current
SUBSTANCE ABUSE COUNSELOR
Center for Human Services
06.2017 - 06.2020
High School Diploma -
Shorecrest
No Degree - Psychology
North Seattle College