Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Additional Information
Certification
Timeline
Generic

Theresa Hardy

Vancouver,WA

Summary

Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities. As well as advocate for individuals and the community through outreach and support services.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Human Service Specialist III

ODHS
01.2022 - Current
  • Managed processing of financial assistance for SNAP, ERDC, TANF, Medical, LTC, applications.
  • Assessed information gleaned from interviews, educational and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
  • Relationship building with people from various cultures and backgrounds, community partners, staff, advocates and other agencies.
  • Interviewed applicants and explained scope of different available benefits.
  • Settled complex claims fairly by applying critical thinking,with detailed knowledge of claims.
  • Found and transferred fraudulent claims through diligent investigation and collaboration with fraud department when necessary.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Documented all communication with applicants and inputted information into system using The One System. Narrations with with Note Pad, NoteBuddy and Word.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Input gathered information and researched data on applicants into computer system using ONE system.
  • Works with clients to improve life choices and maximize benefits of programs.
  • Works in high stress/risk situations, with high volume workloads and short time constraints
  • Cultivated productive relationships with-in our office and fosters partnerships in the community.
  • Self-Motivated and Independent worker
  • Use of written and verbal communication using, email, phone, mail, and teams.
  • Office, Teams, email The Work Number, Frances and other ODHS used databases
  • Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
  • Use of calenders, outlook calendar, post its, and timers to keep track of appointments and time constraints of special projects, meetings and assigned work.
  • Ability to learn from past experiences, embrace change and always wilfulness to learn and broaden knowledge

PUA Claims Specialist

Oregon Employment Department
07.2021 - 12.2022
  • Managed processing of all benefits applications
  • Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
  • Interviewed applicants and explained scope of different available benefits.
  • Documented all communication with applicants and inputted information into system using OBIS.
  • Communicated with people from various cultures and backgrounds on application process.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Reviewed applications for PUA program and determined which qualification criteria for individuals.
  • Inputted all gathered information and researched data on applicants into computer system using OBIS
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • CISCO Phone system
  • Teleworker
  • Managing 60 customer calls daily
  • Managing workload and flow of work, working independently with little supervision.
  • Followed up with customers on unresolved issues.
  • Settled complex claims fairly by applying critical thinking,with detailed knowledge of claims.
  • Found and transferred fraudulent claims through diligent investigation and collaboration with fraud department when necessary.
  • Use of written and verbal communication using email, phone, mail, and teams.
  • Office, Teams, email The Work Number, Frances and other OED used databases
  • Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
  • Use of calendars, outlook calendar, post its, and timers to keep track of appointments and time constraints of special projects, meetings and assigned work.
  • Ability to learn from past experiences, embrace change and always willfulness to learn and broaden knowledge

Public Service Representative

Oregon Employment Department/ Galt Foundation
04.2021 - 07.2021
  • Developed and updated tracking spreadsheets using Excel.
  • Achieved Inbound call quota of 12 and outbound of 50 by completing inquires with accuracy and efficiency
  • Collected, arranged and input information into database system.
  • Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
  • Entered into record-keeping systems appropriate data needed to create new records or update existing ones.
  • Use of written and verbal communication using, email, phone, mail, and teams.
  • Office, Teams, email The Work Number, Frances and other OED used databases
  • Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
  • Use of calenders, outlook calendar, post its, and timers to keep track of appointments and time constraints of special projects, meetings and assigned work.
  • Ability to learn from past experiences, embrace change and always wilfulness to learn and broaden knowledge

Assistant Administrative II

Clackamas Community College
01.2017 - 10.2021
  • Scheduling and managing of appointments through, email and phones.
  • Manage calendars, oral and written communication, provide documentation and delivery of necessary information, file management, and event planning for department
  • Compose agendas and other projects through Microsoft Office.
  • Resolution and conflict management.
  • Maintain discretion and privacy per FERPA standards.
  • Procurement of supplies and inventory management.
  • Performed assessment and proactivity needs of staff, clients and advisors.
  • Conduct meetings over 10 daily meetings with students, technical and course work support.
  • Resolved problems, improved operations and provided exceptional service
  • Managed team of five employees, overseeing hiring, training, and professional growth of employees
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions
  • Collaborated with All Student services departments to achieve best student experience
  • Use of written and verbal communication using, email, phone, mail, and teams.
  • Use of calenders, outlook calendar, post its, and timers to keep track of appointments and time constraints of special projects, meetings and assigned work.
  • Ability to learn from past experiences, embrace change and always wilfulness to learn and broaden knowledge

Reimbursement Specialist

Genentech Access Solutions
10.2020 - 02.2021
  • Investigation of patient's insurance benefits and obtaining prior authorization information of medications at patient/family request.
  • Investigation of patients insurance benefits, Identification of network providers, provider restrictions, co-pays and needed Documents requirements for prior authorization and medical review process.
  • Documents activities appropriately in progress notes Pursue product coverage for patients in accordance with payers authorization requirements within departments established performance criteria Maintains payer profiles by recording payer specific data promptly into system Convey outcomes of benefit investigation to internal contacts.
  • Understanding of reimbursement/funding resources and how to access resources and managed care industry.
  • Effective problem solving and excellent customer service with exceptional attention to detail and prioritization of tasks.
  • Prevention of delays and claim denials by correcting information prior to submission.
  • Created documents in accordance with payer guidelines and submitted to appropriate parties, followed up on denied and unpaid claims to resolve problems and obtain payments.
  • Coordinated with insurance providers to verify customer's policy benefits in relation to benefit claims.
  • Helped minimize escalations by reaching out to clients in advance of expected problems.
  • Created documents in accordance with payer guidelines and submitted to appropriate parties.
  • Coordinated with insurance providers to verify customer's policy benefits in relation to benefit claims.
  • Managed 15 cases per day.

Victims Advocate

Clackamas County District Attorney Office
09.2019 - 02.2022
  • Supported victims, family members and witnesses through law enforcement, healthcare, and social services.
  • Provided comprehensive assessment, goal setting, and service plans.
  • Constructed referral list of agencies and community resources for victims' to provide aftercare services.
  • Accompanied clients to court to clarify processes and procedures.
  • Liaised with members of justice system on behalf of client.
  • Developed safety plans to meet victims' assessment of need.
  • Interviewed clients and family members to obtain key information for case planning and management.
  • Obtained and supplied information to coordinating agencies to provide best possible guidance to clients.
  • Attended over 80 hours of meetings, conferences and training courses to advance professional knowledge of social work.
  • Attended interagency meetings and networked to create community partnerships.

Director of Rooms, Housekeeping Manager and Lead Housekeeper

Best Western
01.2007 - 01.2016
  • Office Administrative Assistance, Event Planning, Supervised staff of 30.
  • Achieved 21 of 21 QA with above average scores
  • Increases room revenue by 15, by advising of meeting star score with competing hotels
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements
  • Coordinated household cleaning service operations, including driving business development and managing client relations
  • Worked with front desk to respond promptly to all guest requests
  • Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction
  • Evaluated employee performance and developed improvement plans
  • Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization
  • Drove improvements to workflow and room turnover with hands-on, proactive management style
  • Completed schedules, shift reports and other business documentation
  • Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards
  • Trained and mentored all new personnel to maximize quality of service and performance
  • Issued supplies and equipment to employees as needed, regularly checking inventories to meet demand and support successful operations
  • Placed orders for housekeeping supplies and guest toiletries
  • Managed team productivity and workflow to exceed quality standards

Housekeeping Supervisor

Hilton Hotels & Resorts
01.2005 - 01.2007
  • Open and close house, Quality control for rooms and property.
  • Assist in Banquet serving and plating for up to parties of 1200
  • Staff development of 30+ employees
  • Safety training and official representative for property.
  • Scheduling of staff schedules and duties for staff over 30
  • Cleaned guest rooms as needed.
  • Supervised staff of 30.
  • Increased employee performance through effective supervision and training
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements
  • Trained and mentored all new personnel to maximize quality of service and performance
  • Placed orders for housekeeping supplies and guest toiletries
  • Worked with front desk to respond promptly to all guest requests
  • Completed schedules, shift reports and other business documentation
  • Adhered to safety protocols by enforcing proper equipment usage
  • Evaluated employee performance and developed improvement plans
  • Managed laundry, including sorting, washing, drying and ironing
  • Directed team of 30 personnel in busy hotel with 250 rooms
  • Introduced new operational programs like incentives to increase company loyalty and reduce employee turnover

Education

Administrative Professional AAS - Administration, Marketing BUSINESS

Clackamas Community College
Oregon City, OR
06.2019

Business Administration AAS - Business, Human Resources

CLACKAMAS COMMUNITY COLLEGE
Oregon City, OR
06.2019

Skills

  • Collaboration
  • Flexible & Adaptable
  • Verbal and written communication
  • Victim Advocacy
  • Analytical and Critical Thinking
  • Intakes and Assessments
  • Crisis Situations
  • Community Resources and Education
  • Remote Work
  • Eligibility Determinations
  • Assignment of Benefits
  • Applicant Support and Service
  • Financial Assistance
  • Application Reviews

Websites

Affiliations

American Hotel and Lodging Association American Hotel and lodging Educational Institute American Society of Administrative Professionals Phi Theta Kappa Oregon City Chamber of Commerce Women's AXILLARY, Willamette Falls Clackamas County DA Office

Additional Information

  • Achieved highest QA scores to date, implemented new policy and procures. Opened new property, assisted in new hires, product implementation, quality control standards. Reduced waste by 35% utilizing green standards, reuse and donations. Procurement of new equipment supplies and vendors through research and acquiring new accounts. Communication Served as cross functional leader to manage problem solving issues surrounding customer care and requests. Coordinated 16 Q&A's with management, staff and Executive team by implementing new communication and team building skills. This catapulted development of new policies to the handbook and elimination of others. Researched and procured new communication devices to streamline communication, which resulted in time savings, 80% less paperwork and customer satisfaction. Creatively results-focused Designed and implemented new trainings in safety and staff development for a staff of 30+ Designed and Implemented new green practices for property Researched and procured new procedures in departments for higher cleanliness levels and par levels Acquired new accounts for use by property with new billing procedures

Certification

CJIS

Victims Assistance Advocate

Timeline

Human Service Specialist III

ODHS
01.2022 - Current

PUA Claims Specialist

Oregon Employment Department
07.2021 - 12.2022

Public Service Representative

Oregon Employment Department/ Galt Foundation
04.2021 - 07.2021

Reimbursement Specialist

Genentech Access Solutions
10.2020 - 02.2021

Victims Advocate

Clackamas County District Attorney Office
09.2019 - 02.2022

Assistant Administrative II

Clackamas Community College
01.2017 - 10.2021

Director of Rooms, Housekeeping Manager and Lead Housekeeper

Best Western
01.2007 - 01.2016

Housekeeping Supervisor

Hilton Hotels & Resorts
01.2005 - 01.2007

Administrative Professional AAS - Administration, Marketing BUSINESS

Clackamas Community College

Business Administration AAS - Business, Human Resources

CLACKAMAS COMMUNITY COLLEGE

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