Amy Renfrow Email & Phone Number

Saint Paul, Mn, Us

Minnesota, United States

Perform all duties of an Eligibility Specialist which may include management of more complex casesProvide on the job training for new and experienced Eligibility SpecialistsPrepare cases for appeals, attend appeals hearings and document related agency actionsAssist with day-to-day staff questionsReview work of Eligibility Specialists to ensure conformity to policy and procedures, including completing peer case reviews and providing feedback to supervisor and staffDevelop reference materials and instructions for staff to supplement Minnesota Department of Human Services policy and internal proceduresAssume responsibility for administrative and/or operational functions in major program areas and/or specialized tasks within unitsRepresent agency in legal settings, internal and external workgroups, and committeesDevelop, implement and conduct general orientation sessions for department employeesComplete or coordinate completion of case management reports to improve data accuracy and program outcomesPerform other duties as assigned

United States

Provide eligibility determination and case management for clients in need of public assistance:Review applications;Interview applicants and collect required documentation;Explain rules and regulations of the programs and potential outcomesVerify the completion and accuracy of documentation, analyze information, and apply complex policy and law to determine eligibility;Approve, modify, and terminate eligibility for public assistance programs;Assess emergency situations, determine immediacy of needs and requirements for resolution and intervention;Provide public assistance case management using multiple systems;Maintain concise and accurate records to ensure program integrity;Interpret and apply federal, state, local policy and administrative procedures in determining eligibility;Mentor, train, and provide technical assistance to other staff;Collaborate with employment counselors, social workers, nurses and other internal and external partners to assess client needs and coordinate service plans;Collaborate with the investigative agency to identify and refer potential welfare fraud situations and overpayments.Process determinations for Cost Effective Insurance eligibility, including case maintenance reviewing and submitting pay stubs, updating third party insurance details, and managed care exclusions.

Rogers, Minnesota

Complete bill of sale and purchase agreement contracts for the sale of each vehicle.Prepare paperwork to be processed at the DMV for title transfer, tabs and/or plates.Quality assurance inspection of vehicles upon completion of detailing.Process account payables and receivables, and ensure books are balanced in QuickBooks and ensure payroll is complete and accurate prior to submission.Receive and apply payments to client accounts using QuickBooks.Ensure all newly purchased vehicles are added to Frazer database.Photograph, upload, and advertise lot inventory on craigslist and company website.Provide customer service to a diverse group of people to provide information regarding detail services and lot inventory.Schedule shop services including all detailing services, and vehicle appointments.Create service invoices and correct errors to support business operations and improve the client experience.

Brainerd, Mn

Use of multiple computer based systems (county, state, and federal) to research and access information needed to determine and/or verify eligibility for MN Health Care Programs. Perform duties to conform with MN Data Privacy Act and Federal HIPPA laws as they relate to medical information.Engage in problem solving with consumers around areas covered by MinnesotaCare and recognize when a call needs to be referred or escalated to the appropriate internal/external areas.Request clarifications, missing data, and additional documentation, via written and/or verbal contact to process applications.Ensure complete and accurate documentation of all decisions made and action taken by composing thorough yet concise case notes.Monitor on a daily basis information resources (databases, emails, SharePoint, bulletins) to accurately and consistently communicate and clarify updated changes and system issues to consumers and staff.

Worked to resolve client escalations for the Geek Squad Online Support and In-Home PC Support channels. Partnered with internal teams including retail stores, covert channel, and Executive Resolution to research and resolve complex client escalations. Performed quality reviews on call center and remote sessions, as well as submitted escalations around opportunities within remote and in home interactions. Managed client support mailboxes and Breeze queues, for both Geek Squad and partner branded operations.Responded to in the moment escalations asking for immediate assistance such as providing notes for a service, updates regarding a billing or refund concern, or providing feedback regarding a current Covert service being performed.

Greater Minneapolis-St. Paul Area

Researched, resolved, and monitored aging of credit card dispute cases for retail store and website purchases to minimize bad-debt losses to the company and ensure that proper reversal action is taken by the processing centers.Partnered with credit card bank representatives from VISA/MC and Discover, to identify best practices to effectively resolve credit card disputes.Worked directly with retail store teams, Geek Squad Agents, internal research partners, and distribution and repair centers to resolve customer issues raised by dispute cases, and obtained documentation for dispute responses, which resulted in the reversal of already issued chargeback cases, and minimized bad-debt losses to the individual retail and service locations.Identified chargeback trends by location and type and partnered with cross-functional teams across the company to prevent fraud and lower chargeback volumes.

Minnesota

Responsible for accurate and swift malware removal and computer repair.Also served as on-the-spot, client-facing diagnostic technician, responsible for technological education and support.Expert in hardware and software upgrades, installation, and configuration - all types.Service location frequently held lead spot in the district for turn time, sales, CSI, etc.

Minnesota

Performed administrative functions at the Geek Squad precinct to support foundational excellence.Managed precinct’s STAR/Communication queues, all daily, weekly and monthly reports related to the services performed at the Geek Squad precinct, and all communications between precinct and service centers to streamline the client repair process, ensure timely completion of client units, address all escalated client concerns, and improve client experience.Managed and completed all shipping and receiving to and from the service centers, and communicated and processed all approved Junkout/No Lemon exchanges, to ensure accuracy of store inventory, streamline the client experience, increase client satisfaction scores, and decrease store warranty charges.Managed and completed weekly Customer Data Privacy Walk, to ensure precinct compliance with company standards, improve client experience, and prevent data privacy incidentsCompleted client check-ins, check-outs, data backups, new PC setups, functionality checks, and pre-setups to support Counter Intelligence Agents (CIA) and improve client experience.Completed malware removals using FACE scans and AJU to address client concerns, while meeting precinct’s turn-around expectations.Networked with agents at different precincts and service locations, to expand list of precinct contacts and improve precinct communications.Scheduled agents to staff the precinct within store labor standards, to support customer service and precinct operations.

Assisted the route driver during routes to and from schools to support the children’s experience, and assist and prevent any issues.Engaged and monitored the children to ensure a safe and comfortable experience during their transportation.

Managed and addressed client concerns via phone and e-mail, to support the customer satisfaction experience.Investigated issues on package deliveries such as ship to location, address misspells, and late packages to address and resolve client concerns.Responsible for obtaining quotes and creating shipments for clients to support customer service.

Created service invoices and corrected errors to support business operations and improve the client experience.Completed the filing of invoices, account payables documents, and other administrative functions to support business operations.Received and applied payments to client accounts using Quickbooks, to ensure proper billing and support business finance operations.

Performed administrative duties to support business operations.Processed and filed I-9's and other new employee paperwork to assure compliance with United States. Citizenship and Immigration Services (USCIS) regulations.Performed employment verifications on prospective employees to assure compliance with USCIS regulations.