Nikkii Butler
Indianapolis
Summary
Accomplished customer service expert specializing in operational verification and validation. Extensive experience in policy compliance, quality assurance, and training, driving improvements that enhance organizational efficiency and effectiveness.
Overview
17
17
years of professional experience
Work History
OV&V Analyst
Onebridge
06.2019 - 06.2026
- Perform Weekly Reviews on IMPACT Cases to make sure that the Vendor is following the requirements per the current Contract & DFR Policy
- Complete Local IMPACT Site Visit every Quarter to make sure that the staff is following DFR Policy & the Contract set forth for IMPACT Requirements
- Complete reviews of the SNAP & TANF Childcare Report to make sure that the funds are being issued out correctly monthly
- Perform 2nd and 3rd Party Reviews for Indiana SNAP, TANF, and Medicaid Eligibility
- Assist with creating updated processes and solutions for the Quality Assurance side of OV&V for Validating Vendor Reviews. (Trainings, Updating and Maintaining Score Guides, staying up to date on Policy Updates and Changes from the DFR that will impact the Vendor Reviews)
- Creating usable training videos on how to update, process and pull reports, complete reviews, and how to complete a Site Visit Report for IMPACT
- Staying up to date with the IEDSS System and maintaining knowledge of the Legacy system to assist with the Validation Process of Vendor Reviews
- Assist the EBT Fraud Unit when requested by the State to help track SNAP and TANF Fraud
- Assist with research and obtaining data information when requested from the DFR for Vendor Reviews
- Staying up to date with the current and existing business process flow
Quality Assurance Analyst for Training
CFA
10.2018 - 06.2019
- Quality Assurance reviews for new trainees for the FSSA per IHCPPM and IPPM program guidelines
- Provides written and verbal feedback to Trainees and Trainers as needed
Senior Eligibility Specialist
FSSA/ALPHA-RAE/CONDUENT
06.2009 - 10.2018
- Trained new eligibility specialists on TANF, SNAP, and Medicaid policies, Conduent procedures, and program aids including SMART, FACTS, ICES, TRON, and OPS to ensure compliance and effective service delivery
- Eligibility review for Medicaid including MA D, Nursing Homes/Waivers, Refugees, ESRD, and PACE cases
- Processed documents for TANF, SNAP, and Medicaid to ensure timely eligibility determinations.
- Conducted quality assurance reviews and analyzed production statistics to maintain high standards and improve team performance
- Coached team members to improve skills and performance.
- Assisted Eligibility Specialist by answering questions about cases and policies to ensure clarity.
Education
High School Diploma -
Ben Davis High School
Indianapolis, IN06-2000
Skills
- Operational Verification and Validation
- Quality Assurance
- Eligibility Case Management
- Medicaid Eligibility
- SNAP
- TANF
- Data entry proficiency
- Data entry skills
- Microsoft Office expertise
- Microsoft Excel skills
- Microsoft Word
- Team communication using Microsoft Teams
- Management
- Legacy & IEDSS
Program Expertise
- SNAP
- TANF
- Medicaid Eligibility
Timeline
OV&V Analyst
Onebridge
06.2019 - 06.2026
Quality Assurance Analyst for Training
CFA
10.2018 - 06.2019
Senior Eligibility Specialist
FSSA/ALPHA-RAE/CONDUENT
06.2009 - 10.2018
High School Diploma -
Ben Davis High School