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Skills

  • Business operations
  • Process improvement
  • Funding Acquisition
  • Client communication strategy
  • Documenting service delivery outcomes
  • Crisis intervention
  • Customer service
  • Policy development assistance
  • Team building
  • Client Satisfaction Improvement

Work Experiences

  • Achieved results for 63% of participants.
  • Applied culturally sensitive approaches in managing diverse caseloads, ensuring tailored service delivery for clients of varied backgrounds.
  • Achieved approval rates in the top 61% of the department.
  • Had an excellent attendance record and was always on time for work.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Addressed recurring systemic issues.
  • Addressed complex client issues.
  • Authored formal reports for senior leadership concerning recurring systemic issues, facilitating cross-agency policy changes affecting over 11 clients annually.
  • Oversaw the delivery of category project by metric team, which resulted in system.
  • Maintained detailed records of program operations and participant activities.

Summaries

  • Accomplished Case Management Officer.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 16% reduction in case processing time.
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.
  • Achieved 61% approval rates during reviews.
  • Achieved a 32% audit compliance rate.
  • Achieved a 42% compliance rate during audits.
  • Achieved approval rates exceeding 36%.
  • Case Management Officer specializing in integrating new technology.
  • Clear understanding of project management and vendor management as well as workflow optimization training.

Accomplishments

  • Collaborated with cross-functional teams to streamline service delivery, reducing case processing time by 84%.
  • Developed and led training initiatives on best practices, increasing overall caseworker efficiency by 45%.
  • Managed the end-to-end service delivery process for cross-functional collaboration, resulting in an Top Performer for exemplary case management efforts.
  • Facilitated the development of comprehensive service plans tailored to individual client needs, leading to 32% success rate in Asana applications.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a data-driven reporting system that reduced paperwork errors by 55% and improved report submission compliance.
  • Implemented metrics-driven performance management system, achieving a President's Club for outstanding case management performance.
  • Led an inter-departmental task force to improve case management software, resulting in a workflow efficiency increase of 84%.
  • Reduced administrative errors related to service delivery documentation by 62% through rigorous auditing and quality controls.
  • Reduced case management backlogs by 33% through the introduction of a time-efficient documentation process.

Affiliations

  • Academy of Certified Social Workers (ACSW)
  • American Public Health Association (APHA)
  • Jaycees
  • Society of Human Resource Management
  • National Council for Community Behavioral Healthcare (NCCBH)
  • National Council for Behavioral Health
  • Project Management Institute
  • Rotary International
  • Society for Human Resource Management (SHRM) - Healthcare Specialty Chapter
  • International Association of Administrative Professionals

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Accredited Case Manager (ACM)
  • Human Rights in Child Welfare Certification
  • First Aid/CPR Certified
  • CompTIA A+ Technician
  • Substance Abuse Counseling Certification
  • Certified Managed Care Nurse (CMCN)
  • Salesforce
  • Certified Disability Management Specialist (CDMS)
  • Certified Public Accountant (CPA)

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