Twana Parker
Temple,TX
Summary
Proactive professional with strong customer service and problem-solving skills. Experienced in conducting effective reviews and analyzing eligibility, ensuring accurate determinations and enhancing service efficiency.
Overview
7
7
years of professional experience
Work History
BIA IV
HHSC
08.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Reviews suspected fraud cases and makes referrals to Office of Inspector General investigators as needed. Reviews case records to determine validity and accuracy of eligibility determinations made by other staff.
- Conducts effective reviews and obtains information by observing and recording examinations. Performs fact-finding client interviews. Analyzes and evaluates the client’s statement. Interprets, understands, and applies provisions of public assistance laws.
- Prepares clear and concise written and oral reports while dealing effectively with the public and departmental staff. Documents case files using automated equipment to forma case record for each client. Initiates, monitors, and manages service improvement projects and reports on activities Performs other duties as assigned. Analyzes situations accurately and adopts an effective course of action to resolve discrepancies. Responsible for explaining program benefits and requirements to clients and/or advisor staff as necessary. Resolves problems and complaints. Presents findings and provides status updates to the management team and/or Director of the ISS. Assists in the oversight and development of eligibility functions which includes recommendations for development of training, operational policies and procedures. Monitors completion of referred precertification cases by field Advisors. Provides quality improvement opportunities to the Eligibility Operations-Field Operations (EO-Field Ops) to ensure eligibility determination and benefit issuance are timely and accurate according to state and federal regulations. Assists in the oversight, review and evaluation of information regionally as it relates to service delivery systems. Evaluates output activities and findings in order to identify gaps in resources, improvements or trends that impact business flow, agency goals, objectives, and the overall strategic plan for the program area. Provides consultative services and technical assistance to plan, implement and monitor effective programs and services. Provides information and may serve as a liaison with local, state, and federal agencies for the prevention and suppression of fraudulent benefit activities. Compiles data, conducts analysis, prepares correspondence, and reports on the validity and accuracy of eligibility determinations. Attends meetings, trainings, and workshops related to program benefits, requirements, rights to appeal and fair hearings to clients.
- Compiles information to be used in bulletins, articles, and publications for the benefit of eligibility determination staff and/or clients and their authorized representatives.
- Assists in the oversight of the preparation and development of legislative initiatives, analysis, and other complex documents that support the agency and the determination of eligibility for EO services and programs.
- Prepares responses for request for information within EO. Initiated and monitored special projects, providing support for the setup and coordination of the Fraud Conference.
Research Specialist III
HHSC-OIG
02.2021 - 08.2023
- Conducted in-depth analyses of data to identify trends and inform operational improvements.
- Developed comprehensive reports summarizing research findings for stakeholder review.
- Collaborated with cross-functional teams to enhance program effectiveness and compliance measures.
- Implemented process enhancements that improved the efficiency of research methodologies.
- Performs complex (journey-level) research work. Works under limited supervision, with moderate latitude for the use of initiative and independent judgment. Employees at this level may provide guidance to others and may:
- Prepare research data sets and document data structure and definitions. • Consult on research design, planning, instrumentation, statistical analysis, and reporting • Conduct data-gathering interviews.
- Write or edit technical reports and summaries of findings. Knowledge of statistical concepts and methods and their application to research analysis; measurement, testing, and evaluation; and research methods, principles, techniques, and philosophies.
- Conduct qualitative and quantitative research, in the use of a computer and applicable software, and in the use of statistical tools and programs.
- Plan, organize, and administer research projects; to evaluate research data; to ensure the development of measuring instruments with respect to reliability, relevance, and validity; to interpret and publish research findings; and to communicate effectively.
Eligibiliy Advisor
HHSC
05.2019 - 02.2021
- Maintain a regular and predictable work schedule, especially during critical work days (Mondays/Tuesdays). Interview clients or authorized representatives to gather information to determine eligibility for benefits.
- Conduct on Demand interviews via inbound call process to determine or verify eligibility or continued eligibility and benefit level. Inbound calls for On Demand interviews received Monday - Friday from 8:00 - 5:00 p.m. (CST).
- Process changes to client status, overpayments, and adjusts or restores benefits. Obtain, verify, and calculate income and resources to determine client financial eligibility.
- Conduct collateral calls via conference line to obtain verification for On Demand interviews.
- Document case records using automated equipment to form a record for each client.
- Communicate on an intermediate level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.
- Perform other duties as assigned. Work occasional overtime, as required by management, outside of normal hours of operation, which may include weekends when called upon.
- Work in a highly stressful and fast pace environment, under constant pressure to meet required deadlines, call service times, call wait times, call abandonment rates, standards, and thresholds. Identify program fraud and report it accordingly.
Education
Bachelor of Science - Business Administration And Management
Texas A&M Central Texas
Killeen05.2027
Associate of Science - Business Administration
Temple College
Temple, TX05.2021
High School Diploma -
Fair Park High School
Shreveport05.1996
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Accomplishments
- Collaborated with team of 20 plus members in the development of a new department that fosters growth to impavt local communities.
Timeline
BIA IV
HHSC
08.2023 - Current
Research Specialist III
HHSC-OIG
02.2021 - 08.2023
Eligibiliy Advisor
HHSC
05.2019 - 02.2021
Bachelor of Science - Business Administration And Management
Texas A&M Central Texas
Associate of Science - Business Administration
Temple College
High School Diploma -
Fair Park High School