ASHLEY HOLLAND
Raleigh
Summary
Dynamic Eligibility Case Manager with a proven track record at Wake County Health and Human Services, excelling in empathetic support and accurate eligibility verification. Skilled in Microsoft Office and adept at effective communication, I thrive in fast-paced environments, ensuring compliance and delivering exceptional service to applicants while maintaining confidentiality.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ELIGIBILITY CASE MANAGER I
WAKE COUNTY HEALTH AND HUMAN SERVICES
07.2024 - Current
- Make Outbound Calls: Initiate outgoing calls to individuals who have applied for Food and Nutrition Services
- Conduct thorough intake interviews over the phone to gather necessary information and assess eligibility
- Ensure Accuracy and Completeness: Review application information provided by callers for accuracy and completeness
- Verify applicant eligibility and ensure all required documentation is obtained and submitted correctly
- Maintain Confidentiality: Handle sensitive and confidential information with discretion and adhere to privacy regulations and policies
- Maintain the confidentiality of applicant information at all times
- Document and Record Information: Accurately record application details, notes, and relevant information in databases or case management systems
- Ensure all documentation is entered promptly and accurately
- Follow Up and Communication: Follow up with applicants as needed to gather additional information or clarify details
- Communicate effectively with applicants, staff members, and external agencies to facilitate the application process
- Provide Support and Guidance: Offer compassionate support and guidance to applicants throughout the application process
- Address questions, concerns, and inquiries with empathy and professionalism
- Adhere to Policies and Procedures: Follow established policies, procedures, and protocols to maintain compliance with regulatory standards and ensure the efficient and effective delivery of services
- Complete daysheets, timesheets, and case action forms
ENERGY BENEFITS TECH (PHONE APP SPECIALIST)
THE GREER GROUP (WAKE COUNTY HEALTH AND HUMAN SERVICES)
03.2024 - 06.2024
- Make Outbound Calls: Initiate outgoing calls to individuals who have expressed interest in applying for Energy Programs
- Conduct thorough intake interviews over the phone to gather necessary information and assess eligibility
- Provide Information and Assistance: Offer information about available services, program requirements, and application processes to callers
- Guide callers through the application process and provide assistance in completing application forms as needed
- Ensure Accuracy and Completeness: Review application information provided by callers for accuracy and completeness
- Verify applicant eligibility and ensure all required documentation is obtained and submitted correctly
- Maintain Confidentiality: Handle sensitive and confidential information with discretion and adhere to privacy regulations and policies
- Maintain the confidentiality of applicant information at all times
- Document and Record Information: Accurately record application details, notes, and relevant information in databases or case management systems
- Ensure all documentation is entered promptly and accurately
- Follow Up and Communication: Follow up with applicants as needed to gather additional information or clarify details
- Communicate effectively with applicants, staff members, and external agencies to facilitate the application process
- Provide Support and Guidance: Offer compassionate support and guidance to applicants throughout the application process
- Address questions, concerns, and inquiries with empathy and professionalism
- Adhere to Policies and Procedures: Follow established policies, procedures, and protocols to maintain compliance with regulatory standards and ensure the efficient and effective delivery of services
CUSTOMER SERVICE REPRESENTATIVE
BLUE CROSS BLUE SHIELD OF NC
07.2022 - 09.2023
- Received 50-80 calls per day from members to assist them with questions about benefits, eligibility or claims
- Assisted members with insurance and billing questions, taking payments, changing or updating insurance (COB/Open Enrollment), and updating patient demographics
- Assisted members with their pharmacy benefits by answering questions regarding their prescription insurance, medication coverage and mail order prescriptions
- Assisted with coordination of benefit issues that members might experience
- This includes contacting other insurance carriers to confirm information so that claims can be processed accordingly
- Assisted members with the process to obtain authorization for scheduled surgeries and procedures and provide estimates of charges based on health plan coverage
- Assisted members with claim processing procedure and any claims questions for In state and Out of State claims
ADMINISTRATIVE SPECIALIST I
STATE OF NORTH CAROLINA DEPARTMENT OF REVENUE
01.2020 - 10.2020
- Processed a minimum of 250 payments received from taxpayers, financial institutions, and employers in a timely and accurate manner
- Responsible for creating and processing vouchers for garnishment payments received from financial institutions and/or employers
- Research payments received without sufficient information
- Completed mail rotations which include sorting and processing mail based on single payer or group payer
- Called the business' payroll department or human resources to gather additional information for payment purposes
LOAN SERVICING SPECIALIST II
WELLS FARGO AUTO
08.2019 - 01.2020
- Responds to impound notifications within the allocated time frame (state specific) that works with city courts, contract towing companies, DMV and other governmental agencies concerning a variety of impound questions as well as identification issues
- Make outbound calls and receive inbound 30-50 calls from impounds or tow yards to gather financial information about impounded vehicles to determine how the vehicle would be retrieved
- Provides excellent customer service at all points of customer contact internally and externally
- Received lateral promotion to loan servicing specialists
- Responsible for sending letters to tow yards or customers for notification of impounded vehicles
Education
HEALTHCARE CODING -
WAKE TECH COMMUNITY COLLEGE
11.2022
HEALTH UNIT COORDINATOR -
VANCE-GRANVILLE COMMUNITY COLLEGE
08.2022
HEALTHCARE BILLING -
WAKE TECH COMMUNITY COLLEGE
07.2022
NOTARY PUBLIC -
WAKE TECH COMMUNITY COLLEGE
03-2018
MEDICAL OFFICE ADMINISTRATION -
WAKE TECH COMMUNITY COLLEGE
05.2017
Skills
- Proficient in Microsoft Office
- Effective Communication
- Administrative Proficiency
- Customer Support Expertise
- Accurate Typing: 75 WPM Speed
- Data Entry Expertise
- Proficient in DSS Programs
- Knowledgeable in NCFAST and OnBase Platforms
- Intake interviewing
- Eligibility verification
- Empathetic support
- Customer service
- Policy compliance
Certification
- Notary Public
- Health Unit Coordinator
Timeline
ELIGIBILITY CASE MANAGER I
WAKE COUNTY HEALTH AND HUMAN SERVICES
07.2024 - Current
ENERGY BENEFITS TECH (PHONE APP SPECIALIST)
THE GREER GROUP (WAKE COUNTY HEALTH AND HUMAN SERVICES)
03.2024 - 06.2024
CUSTOMER SERVICE REPRESENTATIVE
BLUE CROSS BLUE SHIELD OF NC
07.2022 - 09.2023
ADMINISTRATIVE SPECIALIST I
STATE OF NORTH CAROLINA DEPARTMENT OF REVENUE
01.2020 - 10.2020
LOAN SERVICING SPECIALIST II
WELLS FARGO AUTO
08.2019 - 01.2020
HEALTHCARE CODING -
WAKE TECH COMMUNITY COLLEGE
HEALTH UNIT COORDINATOR -
VANCE-GRANVILLE COMMUNITY COLLEGE
HEALTHCARE BILLING -
WAKE TECH COMMUNITY COLLEGE
NOTARY PUBLIC -
WAKE TECH COMMUNITY COLLEGE
MEDICAL OFFICE ADMINISTRATION -
WAKE TECH COMMUNITY COLLEGE