Kayla Monroe
Yuma
Summary
Detail-oriented systems support and eligibility specialist with experience in AHCCCS programs, Medicaid eligibility, and case management. Skilled in analyzing complex system issues, interpreting policy, and resolving discrepancies across multiple state systems. Strong background in technical support, root cause analysis, and cross-functional collaboration in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Systems Support Specialist
State of Arizona
Yuma
01.2023 - Current
- Research, analyze, and resolve eligibility and enrollment discrepancies across HEAplus and PMMIS systems
- Perform root cause analysis to determine system vs. procedural errors and implement appropriate solutions
- Write detailed and accurate system tickets to support technical fixes and long-term system improvements
- Provide technical consultation and support to internal staff, health plans, and program contractors
- Interpret AHCCCS policies including MAGI, ALTCS, Non-MAGI, and KidsCare to guide decision-making
- Review documentation and ensure accurate eligibility determinations to prevent quality control errors
- Participate in Arizona Management System (AMS) process improvement initiatives
- Coordinate system access for staff and conduct audits for onboarding, transfers, and separations
- Utilize multiple systems including HEAplus, PMMIS, AZTECS, DocuWare, and eMCR daily
Benefits Specialist
Achieve Human Services
01.2023 - 12.2023
- Managed a caseload of 45+ SMI clients, providing housing support and benefits coordination
- Assisted clients with applications for state and county programs, ensuring accurate and timely submissions
- Interpreted eligibility requirements and guided clients through complex processes
- Maintained detailed case records and ensured compliance with HIPAA and regulatory standards
- Collaborated with providers and agencies to coordinate services and improve client outcomes
- Provided emotional support and crisis intervention during high-stress situations
Childcare Case Manager Specialist
Public Consulting Group
01.2022 - 12.2023
- Managed intake, referrals, and case documentation in state systems
- Ensured accurate and compliant recordkeeping for all client cases
- Provided customer support and resolved issues via phone and email
- Educated families on childcare program eligibility and available resources
Enrollment Specialist
Children's Choice
01.2021 - 12.2022
- Processed enrollments and verified application accuracy and completeness
- Maintained organized records and ensured compliance with policies
- Assisted families through application and onboarding processes
Education
Associate of Arts - Social & Behavioral Sciences
Grossmont College
Skills
- Eligibility & Enrollment
- Systems Support
- Root Cause Analysis
- HEAplus/PMMIS/WAVES/AZTECS
- AHCCCS Programs (MAGI, ALTCS, KidsCare)
- Technical Troubleshooting
- Compliance (HIPAA)
- Documentation
- Customer Support
- Remote Work
Timeline
Systems Support Specialist
State of Arizona
01.2023 - Current
Benefits Specialist
Achieve Human Services
01.2023 - 12.2023
Childcare Case Manager Specialist
Public Consulting Group
01.2022 - 12.2023
Enrollment Specialist
Children's Choice
01.2021 - 12.2022
Associate of Arts - Social & Behavioral Sciences
Grossmont College