LOIS WILLIAMS
Hopwood
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
12
12
years of professional experience
Work History
Income Maintenance Caseworker
DHS Fayette Customer Service Center
Uniontown
04.2023 - Current
- Provides excellent customer service and attention to clients through phone conversations. Receives incoming calls from all over the state of Pennsylvania regarding Medicaid benefits.
- Conducts interviews over the phone. Directs clients to other state agencies and resources, such as Pennie, Weatherization, Medicare, insurance companies, and the Social Security Office.
- Interprets policies, laws, and regulations relevant to assigned caseloads.
- Participates in trainings and workshops related to income maintenance caseworker duties.
- Analyzes complex situations by constantly toggling between multiple screens to identify issues and seek resolutions as quickly as possible.
- Uses Propio Language Services to converse with people from different cultures daily, providing a high level of respect and patience with each interaction.
- Updates each client's record through case narratives during or after each call.
- Constantly using/toggling between different programs such as Teams, Microsoft Outlook, Genesys Phone system, and Client Information System (CIS.)
Executive Secretary/Clerical Assistant 2
DHS Fayette County Assistance Office
Hopwood
04.2013 - 04.2023
- Input information in Excel for work schedules, phone tree, and office directories for three different departments at the County Assistance Office. I did this for several years for approximately 250 employees.
- Served as Timekeeper for the Fayette County Assistance Office, Processing Center, Customer Service Center, and Greene County Assistance Office. I analyzed daily absence reports for errors in employee leave, and performed monthly leave audits.
- Maintained all administrative and confidential files.
- Notetaker for Labor Management Meetings, and served as Secretary and Notetaker for the Fayette CAO Health and Safety Committee.
- Arranged overnight lodging and car rentals for the Executive Director and other staff. Prepared and submitted travel vouchers through the BCPO Travel Expense Reimbursement program.
- Served as the Petty Cash Custodian. Reconciled accounts monthly, requested replenishments, and maintained 24-hour security. Served as Automotive Liaison for the state van. Coordinated scheduling of the van and received approval from Harrisburg for repairs and inspections.
- Accepted and reviewed benefit applications for Medical, SNAP, Cash, and Liheap for complete and accurate information. Registered applications in the CIS system. Created EBT cards.
- I greeted clients in a professional manner representing the Fayette County Assistance Office.
- Communicating and interacting constantly with co-workers, other staff members, and clients.
- Interpreted and applied Office of Income Maintenance and clerical support policies, procedures, and regulations.
Education
Bachelor of Science - Elementary Education
California University of Pennsylvania
California, PA12-2011
Associate of Arts - Letters, Arts, And Sciences
Penn State University, The Eberly Campus
Lemont Furnace, PA05-2010
Legal Secretary Certificate - Legal Secretary
West Virginia Career Institute
Uniontown, PA05-1988
Skills
- Policy interpretation
- Time management
- Problem solving
- Software navigation
- Confidentiality maintenance
- Professional demeanor
- Multicultural sensitivity
- Organizational skills
- Recordkeeping and data input
- Teamwork
- Verbal communication
- Self motivation
- Schedule management
- Critical thinking
- Data analysis
- Multitasking ability
- Proficient in Microsoft Word, Excel, and Outlook
- Proficient in the use of all office equipment and machines
Hobbies
- Canvas painting, cooking and baking new foods and desserts, going on walks, spending time with family and friends, and reading.
References
References available upon request.
Timeline
Income Maintenance Caseworker
DHS Fayette Customer Service Center
04.2023 - Current
Executive Secretary/Clerical Assistant 2
DHS Fayette County Assistance Office
04.2013 - 04.2023
Bachelor of Science - Elementary Education
California University of Pennsylvania
Associate of Arts - Letters, Arts, And Sciences
Penn State University, The Eberly Campus
Legal Secretary Certificate - Legal Secretary
West Virginia Career Institute
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