ZAIRA GUERRA
Oak Park,IL
Summary
Detail-oriented individual with exceptional communication and leadership skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Veteran Service Representative (GS 10)
Veterans Benefit Administration
12.2022 - Current
- Make determinations as to the eligibility for the type of benefit sought to include questions relating to adequacy of military service, medical evidence and the evaluation of evidence of income, employability, dependence and relationship
- Input data to generate award and notification letters to veterans describing decisions and reasons for them
- Request examinations, re-examination, or opinions to evaluate disabilities resulting from disease or injuries
- Review claim cases to ensure all issues have been addressed, applies and interprets VA laws, including veterans case law, existing statutes and procedures, present rulings, and state law in the adjudication process
- Conduct interviews in person or by phone with veterans, representatives, and advocates to explain the full range of VA benefits and related programs
- Prepare and release correspondence for use by other federal, state and local agencies
- Utilize various electronic data processing (DEPP) systems to input data for processing claims and generating automated correspondences
- Maintained productivity and quality standards at all times.
Customer Service Representative (GS 8)
Social Security Administration
09.2019 - 12.2022
- Provided assistance to beneficiaries, claimants, the general public, other components and other agency stakeholders through phone and in-office
- Informed customers of available online, off-line, web, video, phone and automated services applicable to SSN issuance and benefits payable
- Accurately identified customer needs and made proper referrals to other agencies
- Protected the privacy of all customers and employees by adhering to security and disclosure guidelines
- Maintained ongoing knowledge of Social Security laws, regulations and procedures through office training and reading appropriate policy and procedural updates such as POMS, TSCOG, MSOM, Daily Policynet postings
- Identified potential fraud, making proper referrals to OIG and providing ongoing support to the OIG staff
- Attended required meetings, conferences, trainings, and other agency functions
- Served as a resource person to other component employees
Healthcare Representative
Change Healthcare
10.2010 - 09.2019
- Interviewed customers in a hospital setting and evaluated them for eligibility for state Medicaid/Medicare and T2/T16 SSA federal programs
- Completed State Medicaid and Federal T2/T16 SSA disability applications for clients
- Reviewed medical records and had medical knowledge to assess client's eligibility for federal T2/T16 SSA disability programs
- Worked effectively and kept good communication with caseworkers, social workers and hospital staff
- Maintained communication with Illinois State and Federal SSA agencies with regards to claims completed
- Maintained documentation of the status of the claims completed of customers
- Attended required meetings, conferences, trainings, and other agency functions
- Researched State and Federal regulations to keep up to date with new policies
- Updated necessary computer systems as to the progress of claims completed
- Used bilingual skills (Spanish/English) with clients
Doula Supervisor
Lifeline Healthy Families
07.2008 - 10.2010
- Provided supervision and guidance to doula workers
- Accomplished department objectives by supervising staff and organizing and monitoring work processes
- Participated in the interviewing process of potential applicants and assessed applicant qualifications and eligibility
- Accomplished staff job results by coaching, guiding, and counseling employees
- Attended required meetings, conferences, trainings, and other agency functions
- Maintained documentation of doula service outcomes and reports
- Prepared and submitted performance reports
- Maintained timekeeping and personnel records
- Engaged in community outreach to promote awareness of supportive services available to local families
Family Support Worker
Lifelink Healthy Families
05.2002 - 07.2008
- Provided early intervention aimed at supporting early and strong parent-child attachment, maternal and infant health
- Provided home visitation to Spanish speaking pregnant teen parents and provided education on pre-natal care and child development
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Accompanied pregnant teens to their deliveries and provided support during the delivery process while in a hospital setting while providing physical and emotional support during and after childbirth
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Kept up to date on childbirth support, birthing techniques, and pre and post-natal care by conducting research, networking with other doulas and attended workshops and lectures
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Attended required meetings, conferences, trainings, and other agency functions
- Completed comprehensive assessments of families to identify needs and develop treatment plans.
- Attended a variety of trainings including but not limited to the Parents as Teachers Core Certification training, Doula of North America (DONA)
- Developed and implemented programs to support children's mental health and well-being.
- Maintained working relations with other social service or public agencies and referred families to resources in the community as needed
- Documented data and completed accurate updates to case records.
Foster Care Caseworker/Assistant Supervisor
Lifeline Latino Family Services
06.2000 - 05.2001
- Provided ongoing supervision and support to caseworkers
- Participated in the interviewing process of potential applicants and assessed applicant qualifications and eligibility
- Accomplished department objectives by supervising staff and organizing and monitoring work processes
- Prepared and submitted performance reports to agencies
- Monitored team productivity and provided performance evaluations, constructive feedback, mentorship as needed
- Attended required meetings, conferences, trainings, and other agency functions
- Provided case management to families involved in the foster care system
- Used bilingual skills (Spanish/English) with clients
- Was the primary liaison between the participants (child, parent, foster parents) and the various systems they interact with while their involvement with DCFS
- Provided court testimony and recommendations in both written and oral form for assigned cases
- Completed reports and updates to court personnel and state agencies
- Maintained complete, clear, comprehensive, neat and organized child and family records in compliance with policies and regulations
- Referred families to services in the community as needed
Substance Use Counselor (Internship)
Pilsen Wellness Center
09.1999 - 05.2000
- Assessed the participant’s needs in a drug abuse substance abuse program
- Participated in development and implementation of individual treatment plans for clients
- Facilitated the provision of appropriate therapeutic and rehabilitative services for clients
- Monitored the progress of participants in the program
- Maintained complete, clear, comprehensive, neat and organized records in compliance with policies and regulations
- Attended required meetings, conferences, trainings, and other agency functions
- Developed individualized counseling plans for clients to incorporate short-term and long-term goals.
- Guided clients in developing skills and strategies for dealing with problems.
- Assessed patient behavior, moods, and other responses to determine correct diagnosis and devise treatment plans.
- Educated clients on dangers of substance abuse and prevention techniques.
- Collaborated with other professionals to coordinate comprehensive care for clients.
- Designed safe and supportive environment for clients to discuss issues.
Education
Masters in Social Work - Child and Family Specialization
University of Illinois At Chicago
01.2002
Bachelors in Social Work -
Northeastern Illinois University
Chicago, Illinois01.2000
Skills
- Dependability
- Time management
- Adaptability
- Teamwork
- Integrity
- Customer relations
Certification
- Healthy Families America Core Training Family Assessment Worker Track, 01/29/10
- Cornerstone Healthy Families Illinois, 04/29/09
- Illinois Nutrition Education and Training Program Color Me Healthy Training, 11/10/08
- Breastfeeding Workshop Ounce of Prevention DONA International, 09/14/07
- Addressing the Special Needs of Youth with Asperger's Disorder or High Functioning Autism, 04/13/07
- Labor Support Doula Training Workshop Ounce of Prevention DONA International, 11/07/06
Internship
Substance Use Counselor, Pilsen Wellness Center, 09/01/99, 05/01/00, Assessed participant needs in a substance abuse program., Participated in development of individual treatment plans.
Languages
Spanish
Native or Bilingual
Timeline
Veteran Service Representative (GS 10)
Veterans Benefit Administration
12.2022 - Current
Customer Service Representative (GS 8)
Social Security Administration
09.2019 - 12.2022
Healthcare Representative
Change Healthcare
10.2010 - 09.2019
Doula Supervisor
Lifeline Healthy Families
07.2008 - 10.2010
Family Support Worker
Lifelink Healthy Families
05.2002 - 07.2008
Foster Care Caseworker/Assistant Supervisor
Lifeline Latino Family Services
06.2000 - 05.2001
Substance Use Counselor (Internship)
Pilsen Wellness Center
09.1999 - 05.2000
Masters in Social Work - Child and Family Specialization
University of Illinois At Chicago
Bachelors in Social Work -
Northeastern Illinois University
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