William Higgins
Marshfield,MA
Summary
Reliable professional offering an extensive career promoting positive customer experiences. Sharp Eligibility Specialist boasting expertise in managing and eligibility information for members and groups.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Benefits and Eligibility Specialist
PSG - MassHealth
Quincy, MA
11.2022 - Current
- Carrying out and attaining the mission and the goals of MassHealth.
- Provides quality customer service by responding to all inquiries in a professional, efficient, and courteous manner
- Reconcile MassHealth Operation’s case information with information from other agencies and sources such as IRS, DHS, TRICARE, DOR, DET etc., to verify an individual’s eligibility for MassHealth benefits.
- Provides requested services and makes appropriate referrals for customers to external programs for which they may qualify.
- Supports the determination of initial and continued eligibility for MassHealth benefits for cases involving individuals and families under the age of 65 living in the community, the disabled and the chronically unemployed by interviewing those requesting benefits or their authorized representatives, assisting them in completing eligibility forms and submitting requested verifications in order to obtain demographic and financial information.
- Evaluates and reviews applicable forms and submitted documents such as wage statements, disability supplements, third party liability documentation, etc., to ensure accuracy and completeness of information and forwards supplemental forms to appropriate unit(s).
- Validates customer demographic, financial and background data by contacting applicant to obtain information not listed on eligibility forms, contacting collateral sources, and determining immigrant status by reviewing immigrant documentation.
Transit Bus Operator
MBTA
Boston, MA
11.2018 - 11.2023
- Maintained safe driving habits to protect property and general public on roadways.
- Planned efficient routes and adjusted strategies based on current weather and traffic information.
- Received and submitted passenger fares.
- Completed transfers at hubs and final destinations to keep routes on schedule.
- Greeted guests, helped customers enter and exit shuttle and loaded and unloaded luggage.
- Communicated frequently with dispatchers regarding locations, routes and traffic conditions.
- Reported major accidents, emergencies and suspicious incidents to supervisors.
- Completed appropriate inspection paperwork and reported results to supervisors.
- Gave clear directions to passengers regarding destinations, pick-ups and drop-off locations.
- Deescalated verbal altercations and fights between passengers.
- Utilized lifts and ramps to help handicapped passengers board shuttles.
- Drove established routes and maintained knowledge of streets and stops to deliver positive passenger experiences.
- Supported riders with disabilities by operating transportation assistance equipment.
- Performed pre-trip inspection and mechanical checks before scheduled run.
- Completed accident and incident reports accurately and legibly at end of scheduled shifts.
Service Advisor
Prime Hyundai
Rockland, MA
02.2017 - 06.2017
- Answered phone calls and responded to questions and concerns.
- Explained amount for expected services and provided detailed answers to customer questions.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Examined records and papers to verify warranty and service contract coverage.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Handled telephone inquiries regarding appointments and work in process.
- Used knowledge of services to recommend additional products and offerings to customers.
- Researched coverages under warranties and determined requirements for coverage.
- Updated customer accounts in computer system, submitted payments and changed personal details.
Settlement Specialist
Concentrix
Wellesley, MA
02.2016 - 12.2017
- Trained newly hired top talent to fill key positions and maximize productivity.
- Gathered proper documentation and data to prepare claims for submission.
- Stayed calm and professional in situations and resolved conflicts to customer satisfaction.
- Negotiated payment plans and arrangements.
- Readied settlement paperwork for signature.
- Specialized in negotiation and resolution of environmental conflicts involving natural resource allocation and regional development planning.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Liaised with clients and handled day-to-day contact regarding scheduling of meetings and issue resolution procedures.
Realtor
Codwell Banker
Stoughton, MA
01.2017 - 12.2017
- Managed real estate transactions from initiation to closing.
- Scheduled home viewings with potential buyers.
- Maintained current and accurate CRM database of prospective customers.
- Prepared forms needed for real estate transactions, contracts, deeds, closing statements and leases.
- Generated list of properties to meet specific client needs.
- Researched and determined competitive market price.
- Represented buyers and sellers in major real estate transactions.
- Accompanied buyers during property inspections.
- Communicated with inspectors, lenders and pest control companies to maintain purchase agreement terms.
- Facilitated closing process on behalf of clients and reviewed parts of contracts to resolve issues prior to closing.
- Promoted properties via advertisements, open houses and multiple listing services.
- Promoted sales through advertising, open houses and Multiple Listing Services.
- Managed sales pipeline by actively following up with prospects and hot leads.
- Planned and coordinated open house events to move properties.
Toyota Service Advisor
Ira Toyota of Danvers
Danvers, MA
01.2015 - 01.2016
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Conducted detailed interviews with applicants to determine their eligibility for assistance programs.
- Analyzed financial information provided by applicants to verify income levels.
- Processed client applications in accordance with established guidelines.
- Assisted clients with completing forms required for processing applications.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
- Communicated regularly with clients regarding their application status or changes in policies or procedures that may affect them.
- Provided guidance on how to apply for benefits and answered questions related to the process.
- Prepared detailed reports outlining the reasons why an individual was denied benefits.
- Developed strategies to improve efficiency in the processing of applications and customer service delivery.
- Collaborated with other departments within the organization to ensure accurate processing of applications.
Toyota Technician
Self Employed Services
Danvers, MA
01.1998 - 01.2000
- Performed preventative maintenance on mechanical equipment and machinery.
- Assisted in the installation of new machines and equipment.
- Tested, diagnosed, and repaired malfunctioning components.
- Replaced worn or defective parts with new ones.
- Inspected completed work for accuracy and quality assurance.
- Monitored performance parameters to ensure optimal operation of machinery.
- Conducted routine lubrication of moving parts according to safety protocols.
- Adjusted machine settings as needed to optimize production processes.
- Utilized hand tools such as wrenches, pliers, screwdrivers.
- Maintained accurate records of repairs and preventive maintenance activities.
- Developed detailed reports on operational issues and recommended corrective actions.
- Calibrated instruments used in testing operations to verify performance specifications.
Education
Some College (No Degree) - Information Technology Management
UMass Boston
Boston, MABenefits and Eligibility Specialist
EOHHS
Quincy, MA01.2033
Certificate - Help Desk Support Specialist
Grow with Google
OnlineIT Certificate - Computer Networking And Telecommunications
Clark University
Woburn, MA06.2003
Skills
- 15 years of Customer Service
- Soft Skills- Technical, Punctual, Empathetic, Customer Service, Creativity
- Experience in Windows, Mac, IOS, Linux, Android, Networking, TCP/IP, DNS, VPN, Active Directory, Troubleshooting
- Resolving Problems and Incidents
- Hardware and Software Repair
- Customer Service Support
- Microsoft Windows and Office
- Troubleshooting Network Issues
- Multitasking and Prioritization
- Attention to Detail
- Technical Troubleshooting
- Computer Diagnostics
- Friendly and Patient
- Component Replacement
- Domain Controllers Setup and Maintain
Certification
- IT Security: Defense against the digital dark arts (Google)
- Systems Administration and IT Infrastructure Services Cert (Google)
- Technical Support Fundamentals (Google)
- The Bits and Bytes of Computer Networking (Google)
- CompTIA IT Operations Specialist – CIOS
- CPR Certification
- Drone Pilot
Timeline
Benefits and Eligibility Specialist
PSG - MassHealth
11.2022 - Current
Transit Bus Operator
MBTA
11.2018 - 11.2023
Service Advisor
Prime Hyundai
02.2017 - 06.2017
Realtor
Codwell Banker
01.2017 - 12.2017
Settlement Specialist
Concentrix
02.2016 - 12.2017
Toyota Service Advisor
Ira Toyota of Danvers
01.2015 - 01.2016
Toyota Technician
Self Employed Services
01.1998 - 01.2000
Some College (No Degree) - Information Technology Management
UMass Boston
Benefits and Eligibility Specialist
EOHHS
Certificate - Help Desk Support Specialist
Grow with Google
IT Certificate - Computer Networking And Telecommunications
Clark University
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