MARIELOS OROZCO
Tucson,AZ
Summary
Since joining the Department of Economic Security in 2015, I have gained a significant knowledge base and a wide skill set in all aspects related to eligibility interviewing within the Family Assistance Administration. In continuing to grow within my role, I am always seeking new and more impactful ways to serve the citizens of Arizona and ensure our state not only meets but exceeds quality standards.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Benefits and Eligibility Supervisor
State of Arizona
Tucson
09.2019 - Current
- Monitor the ongoing productivity of team members to ensure that expected metrics are being met.
- Utilize empathy and understanding to redirect employees when expectations are not being met.
- Collaborate with management in identifying and developing solutions to any roadblocks.
- Maintain a thorough knowledge of state and federal FNS, Medicaid, and TANF policies through regular change and iteration; apply policy knowledge and explain to others when/how to apply as needed.
- Assist office and region management in the completion of required reports and projects.
- Collaborated with cross-functional teams to streamline workflows and improve service delivery efficiency.
- Trained and mentored staff on eligibility processes and case management systems to enhance team performance.
- Created a positive work environment, fostering open communication and promoting teamwork among frontline workers.
Management Analyst I
State of Arizona
Tucson
11.2018 - 09.2019
- Monitor office production on an hour-by-hour basis to ensure officewide goals are being met.
- Analyze and interpret workload data over days, weeks, and months to identify roadblocks for my office.
- Maintain open and productive lines between interviewers and members of management to ensure assigned tasks are being completed promptly and accurately.
- Created schedules regarding day to day tasks and ensure staff members are following the schedule accordingly.
- Develop and implement standard work documents to ensure tasks are being completed consistently and accurately to support a productive workflow.
- Stay up to date on state and federal policies to assist in answering interviewers’ questions promptly and accurately.
Benefits and Eligibility Specialist III
State of Arizona
Tucson
08.2015 - 11.2018
- Complete eligibility applications and interviews with clients over the phone and face to face.
- Reviewed highly questionable SNAP and AHCCCS cases, and searched for marriage certificate records, school records, and parcel records, or if Absent Parent has been part of the household.
- Routinely multi-task in upwards of three different systems while maintaining a positive interview environment with a client.
- Obtain, verify, and maintain confidentiality of client’s personal information, including personal demographic information, job histories, and financial information.
- Communicate professionally and respectfully with businesses, individuals, and other State of Arizona organizations.
- Regularly chosen to act in a mentor role to coach new and seasoned employees struggling with a variety of aspects of case work.
- Assist management staff with requests outside of the normal job description, including problem solving groups, office reports, and others.
Skills
- Policy interpretation
- Effective communication skills
- Documentation and paperwork
- Verbal communication
Certification
Project Quality Management - ASU CareerCatalyst
ABOUT ME
I am an experienced, detail-oriented worker who ensures every task is completed to the best of my ability. I am excited to meet any task presented to me with a full effort.
Languages
Spanish
Native or Bilingual
Timeline
Benefits and Eligibility Supervisor
State of Arizona
09.2019 - Current
Management Analyst I
State of Arizona
11.2018 - 09.2019
Benefits and Eligibility Specialist III
State of Arizona
08.2015 - 11.2018