I was responsible for maintaining all controlled documents, and ensuring documents were properly formatted, reviewed, and approved before being accepted into the Document Control System. I performed all activities related to building, training,  and maintaining the Document Control app, and other apps on the eQMS (electronic quality management system) platform, such as our inspection application. I provided assistance as a Project Manager to the Operations and IT departments, and have spearheaded several platform based projects, including CRM, DCS, and SharePoint. All work was performed cross functionally, as stakeholders for Document Control and platform projects range the entire company; I was often asked to facilitate cross functional meetings. 

I was in charge of two specialized caseloads: the Minor Consent Medi-Cal Program (confidential), which helps children and young adults access medical care; and the Stork Program, which assisted every pregnant client in northern Butte County. I was also part of a specialized team that focused on inter-county transfer cases. My case work included: interviewing clients who sometimes had complex barriers to employment and self sufficiency for the Medi-Cal and CalFresh programs. I collected and reviewed eligibility information and documentation in order to establish initial eligibility, while adhering to State regulated timelines. I had an in-depth understanding of all applicable State regulations and how to apply them to individual circumstances. I was responsible for referring clients to other community organizations that offer services and assistance such as: homeless shelters, food banks, rehabilitation services, community health services, nutrition services, and legal aid.

Subject Matter Expert (SME) & Quality Assurance Specialist, Milestone Technologies

Subject Matter Expert (SME)

I was responsible for escalating issues with case management software (gCases) directly to Google engineers, writing reports to fix glitches, leading group sessions to get feedback on gCases from tech support agents, attending workshops and brainstorming sessions, running basic tests, collecting data, and piloting new functions and features of gCases. 

Quality Assurance Specialist 

I was responsible for monitoring the quality of call, email, chat, forum and social media support interactions. I also provided feedback, coaching, and mentoring to Tech Support Agents. I worked closely with the Operations Team Leaders, Support Staff, and Agents to meet our service level agreements.