Felicia Foster

· Assisted a state agency’s response to COVID-19 crises by processing a critical back up of government aid applications.

· Determined eligibility for Medicaid services based on federal and state guidelines, analyzing applicant financial and medical information.

· Processed new applications, renewals, changes, and returned mail for Medicaid as submitted by the client for the State of Louisiana and Arkansas,,

· Verified income, assets, and identity to eliminate fraud and prevent duplicate payments.

· Knowledge of LaMeds and ARIES eligibility systems.

• Completed intake interviews via phone and/or in person for homeowners seeking assistance.
• Conducted outreach activities within affected communities to identify potential clients in need of case management services.
• Managed complex caseloads while maintaining high levels of organization and attention-to-detail throughout the process.
• Maintained accurate records of client interactions, ensuring confidentiality and compliance with relevant regulations and policies.
• Served as a liaison between clients and governmental agencies such as FEMA or local emergency management offices to assist with navigating complex application processes.
• ·Calculated income and insurance claim payments to prevent duplication of benefits.
• Participated in professional development opportunities to stay current on best practices related to disaster case management.

• Provided exceptional technical support for Comcast internet, cable and phone products resulting in reduced downtime for clients.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

· Provided live captions for hearing impaired clients using speech recognition software.

· Maintained the call center’s quality standards for accuracy and speed.

· Adhered to strict confidentiality standards

• Responded to client inquiries regarding policy benefits, authorizations and claims status via phone and email.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Maintained strict levels of confidentiality of information provided by members or data accessed within assigned systems to secure protected health information.
• Documented all client interactions according to established departmental procedures.
• Maintained a knowledge of PPO, HMO, Medicare, and Medicaid policies.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.