TFFANY WILLIAMS
Miami,FL
Summary
Dynamic leader with extensive experience in program eligibility and team management. Proven track record of optimizing eligibility processes while effectively leading and motivating cross-functional teams. Adept at implementing strategic initiatives, ensuring compliance, and achieving exceptional results in complex program environments.
Overview
20
20
years of professional experience
Work History
Housing Specialist Supervisor
Nan McKay and Associates
Miami, FL
02.2021 - Current
- Provides executive leadership oversight for the State of Massachusetts’s COVID-19 recovery efforts, under which NMA is supporting and administering the following programs on behalf of the State and handling all applicant intake, eligibility, payment processing, and call center support
- Emergency Rental Assistance Program
- RAFT (Rental Assistance / Mortgage Assistance Program – 0 to 50% AMI)
- ERMA (Low-income Mortgage Assistance Program – 50 to 80% AMI)
- Provide supervisory support for the Commonwealth of Massachusetts' COVID-19 recovery efforts and ongoing state-funded eviction diversion initiatives, overseeing teams responsible for handling all applicant intake, eligibility determination, payment processing, and call center support.
- Responsible for ensuring that all staff are provided with initial and ongoing training
- Reviews daily work logs to ensure that staff meet daily productivity goals in support of program needs
- Provides quality control oversight prior to approving applicant eligibility and determination of benefit award
- Aids leadership team in support of high-level project goals
Inbound Conacts Representative 2
Humana
Miami, FL
04.2017 - Current
- Submits pre-authorization requests for medical procedures, dental and prescriptions drugs
- Educates members on copays and deductibles for medical services, dental and prescription drugs
- Works with other departments to coordinate patient care in a timely manner
- Ensures demographic information is accurate and up to date for each patient
- Addresses customers needs which may include complex benefit questions, resolving issues and educating members
- Records details of inquires, comments or complaints, transactions or interactions and takes action in accordance to it
- Interviews members to check eligibility for Medicaid
- Receive and review all incoming correspondence from the member and determined completeness of package, Determine if additional information is needed, Assemble the package to submit to the Florida Department of Children and Families for approval
- Confirms members Medicaid eligibility via the state's Medicaid portal Florida Medicaid Managed Information System (FLMMIS), once Medicaid eligibility has been confirmed, enrolled member in a dual special needs plan (D-SNP) within the health plan
- Performs computations and works on routine assignments
- Escalates pending and unresolved customer grievances.
Case Manager
Change Healthcare
Weston, FL
01.2015 - 03.2017
- Conducted telephonic outreach services to assist low-income Medicare beneficiaries enrolled in a contracted Medicare Advantage Health plan
- Interviewed Medicare recipients via telephone to check potential eligibility for state, federal and community based programs
- Assisted eligible members with the application process for Medicaid, Medicare Savings Programs, and Low Income Subsidy Program for Medicare Prescription Drug Part D
- Met daily, weekly and monthly quotas
- Navigated through multiple computer application simultaneously
- Met quality standards by ensuring proper phone etiquette and adherence to scripts, engagement points and made accurate descriptive documentation and properly complete cases
- Followed up with members to encourage them to return completed applications and required verifications
- Receive and review all incoming correspondence from the member and determined completeness of package, Determine if additional information is needed, Assemble the package to submit to the Florida Department of Children and Families for approval
- Submitted application for prescription drug assistance directly to Social Security Administration for Medicare beneficiaries.
Project Coordinator
Dudley's Professional Services, LLC
Miami, FL
04.2016 - 11.2016
- Provided administrative assistance for small businesses interested in becoming certified with different entities throughout Miami-Dade, Broward and Palm Beach counties
- Receive and review all incoming correspondence and determined completeness of package, Determine if additional information is needed, Assemble the package to submit to the requested county (Miami-Dade, Broward or Palm Beach)
- Used an electronic calendar in an email program to organize and prioritize my day-to-day tasks
- Placed follow up calls to the entities in which clients have applied for certification to confirm if the application had been received and to check the status of the clients application
- For accuracy and tracking purposes created a spreadsheet for each client with the outcome of their requested certification application (name of certification, status, and expiration date of certification if approved
- Performed clerical duties by answering phone calls, sending/receiving fax, making copies and filing documents.
Customer Service Account Representative
Comcast Cable
Miramar, FL
03.2006 - 01.2014
- Worked in a fast complex high call volume setting answering incoming calls to resolve billing discrepancies, cable TV, internet and home phone service repair for residential customers
- Resolved problems or escalated to managers as needed to diffuse intense situations and irate customers
- Coordinated with various functions within the company to ensure customer requests and questions were handled appropriately and in a timely manner
- Achieved high performance evaluations using a calculated scorecard for call handling ability, quality of services provided, sales productivity, first call resolution (issued resolved the first-time customer called), schedule adherence, and attendance in a fast paced, high call volume setting
- Scheduled trouble call appointments for service technicians to go out to customer's homes or businesses to repair cable TV, internet and telephone issues as well as scheduled new installation appointments for existing customers
- Made requested changes to customer's accounts and thoroughly documented any inquiry outcomes or conversations for accurate tracking and analysis regarding
- Researched invoicing differences for all residential customers and contacted customers within 24-72 hours to educate them on the outcome
- Held a lead position overseeing twelve customer services representatives each shift in the absence of scheduled supervisors for seven (7) consecutive months
- Worked on special projects for Comcast Business Services as a commercial coordinator to ensure billing accuracy and to resolve all matters concerning commercial billing disputes and commercial sales and purchase orders for twenty-four (24) consecutive months.
Order Entry Service Representative
ABC Distributing
North Miami Beach, FL
06.2004 - 02.2006
- Processed all orders for purchases via telephone
- Responsible for daily invoice processing and accuracy of billing for purchase orders
- Interacted with all customer via telephone in a professional and courteous manner
- Ensured that demographic information is accurate and up to date.
Education
High school Diploma -
Calhoun County High School
05.2003
Skills
- Determination of program eligibility
- Income calculation
- Determination of benefit award
- Regulatory knowledge of HCV, ERAP & RAFT
- Personnel management
- Time management
- Team workload management
- Quality Control/Quality Assurance
- Customer relationship building
- Complaint resolution
- Call Center leadership experience
- Inbound and outbound call management
- Clerical support
- Task prioritization
References
References available upon request.
Timeline
Housing Specialist Supervisor
Nan McKay and Associates
02.2021 - Current
Inbound Conacts Representative 2
Humana
04.2017 - Current
Project Coordinator
Dudley's Professional Services, LLC
04.2016 - 11.2016
Case Manager
Change Healthcare
01.2015 - 03.2017
Customer Service Account Representative
Comcast Cable
03.2006 - 01.2014
Order Entry Service Representative
ABC Distributing
06.2004 - 02.2006
High school Diploma -
Calhoun County High School
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