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Work Background
California Governor's Office of Emergency ServicesPolicy and Program Support Analyst
Jan. 2024The Cal OES Interagency Recovery Coordination (IRC) Section is responsible for coordinating long-term recovery efforts, promoting resiliency throughout local jurisdictions, and providing technical assistance to disaster-impacted communities to support the identification and implementation of community recovery projects and programs. Following a disaster, the IRC Section supports local government requests for emergency assistance; provides recovery assistance to communities, organizations, and individuals; and supports implementation of field operations.
Tallulah Rose ConsultingSenior Administrative Advisor
Sep. 2021 - Aug. 2023United StatesThe company's mission was to assist clients in achieving their personal and professional goals by providing a clear, realistic, and strategic roadmap. This included functions such as: -Providing individualized support and expert guidance for a period of 3-6 months and being available to them for additional support in between weekly meetings -Creation and distribution of weekly tasks aimed to deepen the client's understanding of themselves and keep them focused on working towards their desired outcome. -Creation, development, and marketing of a variety of offers from courses, webinars, and consulting packages. -Complete website creation and maintenance through Squarespace -Creation and management of marketing email lists, funnels, and lead magnets -Content creation: Writing, scheduling, and posting of social media graphics, videos, and blogs -Graphic design of all content -Monthly review of revenue and spending -Regular sales pitch and consultation calls with prospective clients -Engagement with audience through live streams, consultation calls, webinars, direct messages, and emails -Creation and execution of webinars based on needs of audience, some involving sales pitches and funnels -Gathering and sharing testimonials from satisfied clientele -Gathering any constructive feedback for consideration in improving business delivery and processes -Deep knowledge and use of Zoom and calendaring for client and other business meetings -Networking with colleagues virtually and in person in order to build relationships -Collaborating with other business owners on shared visions and projects -Podcast recording, editing, and posting to multiple sites -Video recording and editing -Responding to requests for interviews on other podcasts / being interviewed
Stanford Health CareCustomer Resolution Specialist
Jan. 2020 - May. 2021-Assisted in testing and launching the entire team from in office to remote work due to the pandemic hitting in March of 2020 within first 3 months of employment. This included training, coordinating with management and other team members, and delivering training to employees 1-to-1 and in group settings.
-Selected as the only addition to the presumptive charity team in several years after 1 year of being employed due to my extensive experience in needs-based applications. Performed intake, evaluation, and determination of whether charitable write offs were approved or denied. This project was of high priority and was reviewed closely and regularly by executive staff. -Performed training for staff when new phone systems and software was implemented. Worked closely with IT department to coordinate smooth transitions. Although this was not part of the job description, it was something I enjoyed and was permitted to do because of my past experience in automation training. -Used Epic system to a high degree of proficiency to perform Hospital and Professional Billing activities, review and add patient notes, and process charity applications
-Performed customer care activities in accordance with applicable Federal State and local standards
-Performed contractual write offs as applicable -Maintained a thorough understanding of hospital and professional billing procedures and payment practices of state federal and all third party payers -Resolved customer service inquires which included benefit and eligibility information, billing and payment issues, authorization for treatment, and Explanation of Benefits (EOB)
-Performed timely and efficient collection of all Hospital and Medical self-pay balances to collect or arrange budget plan options and resolve issues -Performed bad debt request transfers
-Ensured daily productivity standards of assigned accounts are met
-Maintained a calm and pleasant demeanor with patients, even when they were at times irate.
Social Security AdministrationDisability Processing Specialist
Aug. 2014 - Sep. 2018Richmond, California• Adjudication of some of the most complex disability cases, including involvement of multiple allegations of physical and/or mental impairments at the Initial and Appeal levels. • Program and Policy Analysis: Provided detailed written analysis of individual case findings involving a variety of highly sensitive and complex policies, procedures, and legislative rulings.
• Ad Hoc Projects: Worked with Fraud Prevention Unit (FPU) Team Leader to identify potentially fraudulent cases and send them to the Office of Inspector General (OIG) for investigation; kept log of attorney representatives who were non-responsive to requests for contact, which leads to a disadvantage to the applicant since no response can lead to a denial of the claim. • Medical Knowledge and Terminology: Routinely interpreted and communicated using medical terminology. • Proper Disclosure: Used knowledge of Federal and State laws regarding confidentiality and procedures for obtaining and disclosing information. • Medical Contracts: Prepared contracts authorizing testing and examination by a consultative exam physician and authorized payment of fees. • Legislation and legal terminology: Excellent ability to interpret, apply, and communicate using complex legal language.
• Benefit Calculation and Accounting: Analyzed their ongoing eligibility using complex benefit calculations that often involve subsidies and other deductions. • Requested and reviewed Electronic Medical Records using Health Information Technology as it related to each disability claim
• Microsoft Office: Proficient use of Microsoft Word, Excel, PowerPoint, and Outlook. Experience in training others in these programs. • Scheduling and Time Management: Microsoft Outlook and Skype.
• Communication and Interpersonal Skill: Composed written products that summarize information and state pertinent facts and were legally defensible; Respond to inquiries, request necessary information, communicate w/public in compassionate manner.
Social Security AdministrationClaims Specialist
Apr. 2007 - Aug. 2014Fremont, CA• Determined entitlement and took final authorization or disallowance of claims under Title II and/or Title XVI of the Social Security Act. • Routinely provided expert advice and technical assistance relating to all SSA programs and operating systems. • Program Knowledge and Fraud Prevention: I applied technical expertise to utilize Social Security laws, regulations, policies, and related procedures to resolve technical initial claim and post adjudicative issues. Served as an advocate for protection against fraud and waste and routinely referred cases to the Office of Inspector General (OIG) and Collaborative Disability Investigations (CDI).
• Added and reviewed required claim evidence for the Electronic Disability Claims Record using Health Information Technology • Benefit Calculation and Payment Authorizations: Reviewed and approved payments for unique one-time payments, underpayments, and advance payments. • Communication Skills: Routinely composed manual determination letters and other types of correspondence to the public and other agencies. Used writing to summarize information and state pertinent facts; regularly wrote special determinations and responded to congressional inquiries. • Prioritizing: Easily adapted to a multitude of changing priorities by using a balanced approach, maintaining a full workload while completing additional assignments timely and volunteering for projects. • Mentoring and Leadership: I served as a mentor for an entry level technician class with four students, and as an informal technical mentor to several employees. Additionally, I served a 120-Day detail as a Title XVI Operations Supervisor as part of an Individual Development Plan (IDP). • Teamwork and Collaboration: I established and maintained positive working relationships with other employees and managers using interpersonal skill and collaborative work ethic.
Social Security AdministrationAutomation Training Specialist
Jul. 2012 - Jul. 2013Fremont, CA*This was a 1-year promotional detail. After its completion I was returned to the duty station as a Claims Representative. • Planned and developed training curriculum designed to integrate employee specialized knowledge with an overall knowledge of the organization's mission, internal structure, history, objectives, and policies, as well as other matters of general interest. • Provided advice and consultation directly to managers and executives. • Capacity Management: Frequently assisted Field Offices throughout the Bay Area with various priority workloads, usually of a highly sensitive, urgent, or complex nature. • Prioritizing: Successfully balanced duties such as keeping up on frequent programmatic and automation advancements, special projects as assigned, priority workloads from various Districts, and duties within workgroups. • Training and Leadership – I conducted what was called the FY13 Golden Gateway Training Topics for all offices of the Bay Area, tailoring each lesson for maximum learning effectiveness; routinely instructed formal and informal classroom instruction in groups and one-on-one using slides, handouts, and live demonstrations; provided guidance, leadership, and advice/counseling to other instructors, and guest instructors in specialized programmatic areas and systems software release courses provided. • Graphic Design and Newsletters: Distributed a newsletter called the “Bay Bits & Bytes” using Microsoft Publisher. This newsletter contained relevant systems and programmatic information that was at times of a sensitive nature and was distributed to all Bay Area Field Office employees as well as several offices across the nation. • Learning Needs Identification: In order to target employee needs, I used analytical studies (i.e. course prerequisites, instructional methods) and/or evaluations to predict program achievements and student performance expectations.
Social Security AdministrationOperations Supervisor
Mar. 2012 - Jul. 2012Fremont, CAAssigned and monitored the work activities of the unit and established their long and short-range work plans. I organized their activities daily in order to meet planned identified goals. I implemented plans or procedures to assure organizational goals and objectives were met. Additionally, I identified their individualized training needs using clear and open communication. In this role I performed the full-range of supervisory duties including motivating, recognizing and appraising, dealing with conduct and/or performance issues, and assigning and delegating work assignments to employees.
Social Security AdministrationService Representative
Jul. 2004 - Apr. 2007Fremont, CA• Used analytical and investigative skills to effectively identify and resolve a variety of issues for claimants and members of the public. • Analyzed records in order to answer and remedy inquires for non-receipts of benefit checks, benefit entitlement, and Medicare.
• Explained entitlement provisions and regulations in detail. I routinely referred claimants to proper agencies (i.e Social Services, IRS) after reviewing their case if I determine that the inquiry or problem cannot be resolved by Social Security. • Prepared written correspondence to claimants, employers, and agencies. I volunteered to assist other units in the office with critical and high priority workloads.
• Effective Communication: Used written and verbal skills to conduct effective interviews with the public and outside agencies, as well as with other employees and management within SSA.
• Prioritizing: Maintained multiple workloads simultaneously while taking on additional projects and duties. • Program Knowledge: Used technical skill to analyze data as well as interpret policy, and apply it properly. • Teamwork and Collaboration: Developed relationships built on consistency as I continued to produce high numbers of work units and high interview completion; continuously willing to take on extra work and special projects; brought new approaches to resolving and processing the various issues I was faced with. • Treasury: Received payments for Medicare bills and overpayments in the form of credit cards, checks, and cash. I used proper coding of the system to ensure the correct treasury fund was credited. • Enumeration: Regularly processed applications for new and replacement Social Security cards. In order to perform this task, I used knowledge of immigration documents and stayed current on continuously changing policies; reviewed all documents closely for validity; at times I processed requests for change to a Social Security Number in severe cases of harassment or abuse.
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