Myrna I.

Molina 581-13-2966 Vacancy Announcement Number

Myrna I Molina
581-13-2966
Vacancy Announcement Number
Standard Assessment Criteria

I have developed the experience as a Bilingual Teleservice Representative (TSR)

achieving the GS 8 Step 7 level using my skills to analyze, research, organize, identify

and evaluate information from different system resources and SSA systems components

to resolve discrepancies amongst them, and arrive at proper decisions to deliver service to

the public as defined by Social Security Administration policy and guidelines.

I have developed accurate, concise and effective interviewing skills. During my

development as a Bilingual TSR receiving ten recognition of Contribution Performing

Award, One QSI step increase, four ROC and four CASA Award.. For my dedicated

quality service recognition of my outstanding performance and my contribution to our

Agency mission of world class services. Even as a TSR Trainee I received an On the

Spot Award for dealing correct and compassionately with a possible suicidal claimant.

These interviewing skills have evolved from my personal experience dealing with the

public in high stress situations while performing jobs at the Scotia Bank in the Personnel

Office, the Student Loan Division, and as a Output Clerk.

Utilizing the Agency guidelines in the POMS/MSOM, TSC Guide and Policynet I

reconcile discrepancies that are causing the interruption in the receipts of monthly

benefits and decide if the Critical Payment System (CPS) procedures could be used in a

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person situation or it is necessary to utilize other procedures available that will allow

Social Security Administration to reach its goal, which is to pay accurately and in a

timely manner. I also provide information about work provisions for persons who receive

retirement benefits as well as those receiving disability benefits. I gather precise

information about work reports in order to process a work notice or annual report input

thru the Post Entitlement Systems (POS) and I am able to clearly explain if the report is

going to terminate, suspend or reinstate monthly benefits.

On a daily basis when beneficiaries contact me I determine the nature of their

problems or questions utilizing all queries and systems available. Such systems include

PCOM, Master Beneficiary Record (MBR), Payment History System (PHUS) and CHIPS

among others. I also used the Social Security Policy and the Privacy Act to protect the

identity and records being utilized in order to prevent fraud and abuse of the Social

Security Programs. This also allows me to make independent decisions throughout the

different complexities of cases. For example, analyze, compute and determine any

quantity of benefits paid in excess (overpayment) and provide an explanation of different

alternatives the claimants may have, such as reconsideration, explanation, withholding

plans or approve an administrative waiver if applicable. I also use Electronic Forms, the

agency Internet and Intranet to find professional documentation or forms which a

claimant or beneficiary may need.

I develop, investigate discrepancies in earnings to identify and determinate if; I

can reinstate immediately or refer field office, I follow guidelines action to handle

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procedure for transfer correct and efficiently to office; I use the 2.8 Earnings

Modernization System to record the referral or make the reinstatement.

I consider that Agency’s Internet and Intranet system are being very important. It

allows me to obtain the latest available information about the policies and changes, as

well as other agencies, such as Internal Revenue Service and Immigration and

Naturalization Services (INS). The knowledge acquired and developed on the IWS/LAN

Computer System that include PCOM, Policynet, POSM/MSOM, CHIP and the QQAPA

toolbar, has facilitate the search and consultation of regulations and actual guidelines to

offer world class service to the public. I must highlight that the CHIP program integrates

the SSA policy and allows me to adequately identify the caller and provide step by step

information thru the TSC Guide. This has allowed me to reinforce my abilities in locating

the necessary information, as well as to identify and refer complex issues and public

affair implications to the corresponding component, so that the situation could be solved

in a promptly and adequately manner.

During my years of experience as Bilingual Teleservice Representative I have

been able to develop a level of total independence, which has allowed me to apply

various regulations, policies, laws and procedures in the processing of complex cases. For

example, I use the Program Operations Manual System (POMS) to provide precise

service for a diversified number of people. Through the Telephone System Aspect service

is provide by way of interviews which are performed to beneficiaries, claimants, lawyers,

other government agencies and general public. I provide a detail explanation of Social

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Security legislation, policies and procedures according to the need of the inquiring

callers. I provide precise, specific information on eligibility and benefits paid under the

Social Security Program and Medicare Program. I answer questions about Title II and

Title XVI programs and make referrals to other government agencies, federal as well as

local, for example Internal Revenue Services (IRS) and Medicare. I also identify the

need of social services a particular claimant may have and I provide general information

for assistance programs like Medicaid, Food Stamps, and Public Health Reform Act from

the Government of Puerto Rico and Fondos Unidos so the caller can obtain additional

help if needed.

I provide assistance to co-workers in complex cases that requires utilizing various

resources such as POMS/MSOM and Policy net in order to determine a course of action,

after investigating, identifying and evaluating the necessary information. On daily basis

Management assignment me the task of providing training and refresher courses to

employee, read, interpret and understand all related Social Security Policies in relation to

the course given. I use all resource available, such as Teleservice Center Guide (TSCG),

POMS/MSOM, Policy Net and Power Point Presentation. I participated as speaker in a

Staff meeting of the San Juan TSC to discussed changes made in Levi Tax, Tro chapter in

the TSCG. Also I prepared training of Medicare Part A and Part B, Work Notices,

Annual Report and discrepancies, Claims leads and referrals, Mother’s /Father benefits ,

Disabled Widow and Overpayments to teach new TSR’S and develops leaders in order to

reach the Agency’s goal, which is to provide good and efficiently services. In order to

provide a good service I retrieve SSA queries online/offline in order to determine the

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status of any retirement, survivor or disability claims to obtain beneficiary’s history of

payments. In addition, I process inputs regarding SSA post entitlement actions such as

Change of Address, which fulfills the goal of the Agency of paying correctly and without

delays; as well as death inputs to terminate benefits for deceased beneficiaries. Direct

Deposit actions are taking following the TSC Guide and POMS guidelines to orient about

which type of account is correct and account title is acceptable. I also establish Post

Entitlement appointments to the FO with jurisdiction in order to solve special situation of

overpayments and/or representative payee changes that may require an appointment.

On a daily basis I provide information about specific retirement options, and

using PEBES online and the Title II Benefits Computation I can compute monthly

estimates of benefits payable at various ages to enable individuals to make retirement

decisions that will affect their future personal income. If a caller wishes to or is interested

in applying for benefits and meets all the requirement I initiate a claim by making an

appointment in the 800# system referencing the claimant earnings record for any

discrepancies, including information of any auxiliary on the application and explaining

the necessary evidence needed, which the Claims Representative (CR) will utilize to help

with the application. If it is a retirement claim, surviving spouse, lump sum death

payment (LSDP) claim or any other as defined by the Immediate Claim Taking Unit

(ICTU), the SSA Policy and system guidelines, I refer the lead to the next available CR

for immediate expedition of services. The creation of the ICTU in the San Juan

Teleservice Center has allowed me to develop a wide range of understanding about the

claims referral process. In addition I provide callers detailed information about the

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application process for disability. Information is gathering from the caller to verify if the

requisites are meet and are complete for eligibility. Utilizing the Disability Insured Status

Calculator Online (DISCO) I am able to verify when the person is insured for disability

benefits. I also provide information about the necessary evidence needed in order to

process an application, and facilitate the collection of medical information so Disability

Determination Services (DDS) can verify the appropriate medical condition. If the person

wishes to apply I set an appointment thru the 800# appointment/Referral to the Field

Office of jurisdiction.

I explain clearly and concisely Disability Incentive to work programs, Medicare

Prescription Drug Plans and Medicare programs. I prepare and write claimants

information in Medicare Claims forms (CMS-40B) form to enrollment in Medicare Part

B (CMS-1763) Request of termination premiums part A or part B, (CMS-L-564) request

of employment as well Appeal form. I refer any incidents or dissatisfaction writing

through SSA-5002 Report of Contact to Center for Medicare & Medicaid Services.

Even though Supplemental Security Income is not available in Puerto Rico, I advise

about eligibility factors and post entitlement situation that may arise when a beneficiary

has moved to our jurisdiction. This includes referring by way of administrative massage

utilizing the Modernized Development Worksheet (MDW) to the Field Office of

jurisdiction the termination of SSI payments when a claimant moves from the US to PR.

Also, I identify whenever the person may qualify under the Black Lung Benefit Program.

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My leadership is demonstrated when I was select a new AFGE Financial Director

and was nominee as Parliamentarians Officer of the New York Region Advisory council

for employee with Disability (NYRACED) . As member of NYRACED I coordinated

and organized workshop about sensibility with disability people for celebrated National

Awareness month for handicap people. I get as recourse able personnel from Procurator

government office of Puerto Rico. I assisted the Agency with their goal and reducing

backlogged workloads in ODAR by providing assistance to certain ODAR office on

Saturday overtime. The workload chosen consist of associating paper mail with folders

printing application and queries, folder assembly; photocopying, and preparing folder for

ALJS streamlined pulling and other similar work. I get a Yoga Teacher Certification, It

certification qualify me for teaching and get guidance’s to yoga philosophy to students

and practitioner.

My previous experiences in the Commercial Bank have exposed me to situations

of similar difficulty as to those required by the ICTU CR position. On both experiences I

have to interpret laws, regulations, policies and procedures about rights and benefits of

the public or beneficiaries. In all the departments I worked in, I was requiring to follow

the establisher guideline for dealing with a client situation. When I was promoted to the

Scotia Bank personnel department, I processed employee medical claim. I contact

employee by phone in order to resolve discrepancies the reimbursements medical

applications between certificate providers by the physicians. When I was assigned to

Automotive Finance Center as service counter cashier I monitoring the accounting

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entries, cash payment follow the procedure established by the Federal Deposit Insurance

Commissions (FDIC) in order to detect money laundering and frauds.

In the student loan division I would contact the client by phone when the account

was in arrears. I have to determinate why payments were not being made. If the

conditions for different were met, I would inform them rights and evidences necessary to

get it.

When I worked as administrative assistant, in Lopez O’Neill & Company-CPA

firm I was responsible for doing collections calls. I had to be very courteous and tactful

since some clients got upset when I called them. I tried to reach an agreement with the

client in order to bring the account up to date. I made follow-up calls until the account

was settled.

My formal education in the Sociology of Communications enhance my

perspective of compassionate relation with claimants as a skill to complete the Claims

interview offering service at the level of understanding and effective communication

with claimants of diverse cultural and social background.

The course Psycholinguistics and Group Dynamics give me an interactive view of

how to perform an effective communication in different situations that involve one to one

scenarios on interactive work environment in an office setting which I have applied at

Teleservice Center in San Juan and that enables me to good communications with other

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staff member, CR or TSR at the office in the claims process I can also understand better

the extent and possibilities of my communication with claimants.

The introduction to Public Relations and all my University background have

enabled me to perform interviewing skills, analytical abilities to organize and convey

information to internal and external sources, to the peers, or the public in a effective and

professional manner as required by the position I am applying for. My prior experience

in the CPA firm and the Scotia bank in three different departments have give me a strong

background of experience to work Technical Assistant claims Representative position.

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