Yolanda Hernandez
Gering,NE
Summary
Accomplished Eligibility Worker with a proven track record at the State Of Nebraska - Department Of Health And Human Services, adept in confidentiality and software proficiency. Excelled in enhancing client service through effective communication and meticulous recordkeeping, significantly improving process efficiency. Demonstrates strong interviewing techniques and a commitment to respectful, culturally sensitive interactions.
Overview
18
18
years of professional experience
Work History
Eligibility Worker
State Of Nebraska - Department Of Health And Human Services
Scottsbluff, NE
09.2019 - Current
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Provided information to clients regarding their rights, responsibilities, and other relevant matters related to the programs they were applying for.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Evaluated changes in family or financial circumstances that could affect an individual's eligibility for assistance programs.
- Contacted client references and employers to determine legitimacy of applicant information.
- Assessed clients' eligibility for public assistance programs and services.
- Conducted interviews with applicants to verify all documentation provided was accurate and up-to-date.
Loss Draft Specialist
SWBC-Mortgage
Scottsbluff, NE
05.2017 - 08.2019
- Prepared and reviewed insurance-claim forms and related documents for completeness.
- Provided technical support for customers regarding the completion of required forms and documents.
- Ensured that all necessary paperwork was properly filed in accordance with company policy.
- Reviewed and processed loss draft documents to ensure accuracy of information.
- Coordinated and planned investigations of claims to confirm compensability and coverage.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Verified signatures on legal documents before submitting them for approval.
Customer Account Manager
Aaron's Sales and Lease
Scottsbluff, NE
07.2016 - 05.2017
- Negotiated contracts and agreements to maximize profits.
- Greeted and assisted customers to foster positive experiences.
- Performed audits of customer accounts to ensure accuracy of data entry.
- Provided customer service to existing clients by responding to inquiries and resolving complaints.
- Maintained accurate records of customer interactions in collections database.
- Generated reports summarizing activity in the collections department.
Senior Customer Service Representative
Vertex Cloud
Scottsbluff, NE
09.2006 - 09.2015
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided technical support to customers via phone, email and chat.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Responded promptly to inquiries from customers about products or services.
Education
High School Diploma -
Gering High School
Gering, NE05-1997
Skills
- Written and verbal communication
- Confidentiality
- Effective customer communication
- Effective communication skills
- Interviewing techniques
- Recordkeeping and data input
- Proficiency in most software applications
Timeline
Eligibility Worker
State Of Nebraska - Department Of Health And Human Services
09.2019 - Current
Loss Draft Specialist
SWBC-Mortgage
05.2017 - 08.2019
Customer Account Manager
Aaron's Sales and Lease
07.2016 - 05.2017
Senior Customer Service Representative
Vertex Cloud
09.2006 - 09.2015
High School Diploma -
Gering High School