Maria Del Refugio Lugo
Moreno Valley
Summary
Dedicated eligibility technician experienced in processing applications and conducting client interviews. Strong communication and collaboration skills have consistently improved case resolution and client satisfaction. Committed to supporting team goals and upholding program integrity.
Overview
21
21
years of professional experience
Work History
Eligibility Technician
County Of Orange
Anaheim, CA
09.2005 - Current
- Processed applications for eligibility determinations, ensuring compliance with regulations and policies.
- Evaluated client documentation to verify eligibility for county programs and services.
- Conducted interviews to gather information and clarify applicant needs and circumstances.
- Maintained accurate case records in electronic systems, enhancing data integrity and reporting capabilities.
- Maintained high levels of confidentiality while handling sensitive personal information, following strict protocols for data security and privacy.
- Collaborated with team members to resolve complex cases, utilizing expertise in regulations and policies to make informed decisions.
- Developed comprehensive case files for each client, documenting all relevant information needed for eligibility determinations and audits.
- Increased efficiency in record-keeping through diligent maintenance of digital databases, maximizing data accessibility for team members when needed.
- Enhanced customer satisfaction with timely and accurate eligibility assessments, providing clear communication of requirements and expectations.
- Conducted regular audits of case files to ensure compliance with program requirements and verify accuracy of benefit calculations.
- Adhered to all established timelines for case processing, consistently meeting or exceeding performance targets set by management.
- Provided ongoing support to clients throughout the eligibility review process, maintaining open lines of communication for updates and inquiries.
- Reduced errors in benefit calculations by conducting thorough reviews of applicant financial information, ensuring consistency with program guidelines.
- Assisted applicants with navigating the online application process, offering guidance on required documentation and submission procedures.
- Addressed escalated client concerns professionally and efficiently, working to find solutions that maintained program integrity while meeting client needs.
- Supported agency efforts to minimize fraud risks by diligently verifying applicant identity and reviewing supporting documentation for authenticity.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assisted clients with completion of applications and paperwork.
- Provided training and mentorship to junior technicians, fostering skill development and knowledge sharing.
Education
GED -
Moreno Valley Community Adult School
Moreno Valley, CASkills
- Microsoft office
- Confidentiality
- Effective communication skills
- Data entry
- Interviewing
- Documentation and reporting
- Record keeping
- Telephone etiquette
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Organizational skills
- Flexibility
- Active listening
- De-escalation techniques
- Case management
Languages
Spanish
Native or Bilingual
Timeline
Eligibility Technician
County Of Orange
09.2005 - Current
GED -
Moreno Valley Community Adult School