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Skills

  • Problem resolution
  • Follow-up schedule management
  • Cultural competency in diverse client populations
  • Collaborative planning meeting coordination
  • Problem-solving in high-pressure environments
  • Effective oral and written communication
  • Multitasking across multiple cases
  • Data entry accuracy
  • Reducing repeat case instances
  • Client rapport building

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 68% reduction in client complaints.
  • Maintained detailed records of program operations and participant activities.
  • Collaborated with legal authorities.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved a 40% decrease in case backlog.
  • Accurately input intake data into metric.
  • Built strong rapport with a diverse client population, fostering trust and reducing case escalations by 28%.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.

Summaries

  • Client-focused professional.
  • Compassionate Intake Case Manager with over 12 years of experience assessing client needs and providing targeted resource referrals, achieving a 61% increase in client satisfaction.
  • Achieved results within two years.
  • Collaborated with law enforcement.
  • Coordinated 5 collaborative planning meetings per month.
  • Cut onboarding time to full caseload productivity by several months.
  • Intake Case Manager with 13 years of successful process improvement and cross-functional collaboration experience.
  • Consistently meets deadlines.
  • Achieved a 15% increase in service utilization.
  • Achieved a 16% reduction in repeat crisis events.

Accomplishments

  • Conducted monthly reviews of ongoing cases, identifying service gaps and leading to a 44% improvement in client satisfaction.
  • Managed a caseload of 3 clients, ensuring timely and accurate service delivery to all.
  • Decreased client processing time by 79% by streamlining internal intake systems and workflows.
  • Developed and maintained strong relationships with community partners, resulting in a 37% increase in resource sharing and collaboration.
  • Established a new client intake screening process that reduced wait times by 24%, enhancing the overall client experience.
  • Provided emotional support and de-escalation techniques during client crises, successfully reducing emergency calls by 61%.
  • Produced monthly reports highlighting client service trends, leading to the implementation of framework that improved service delivery.
  • Successfully advocated for client access to public health programs, increasing enrollment by 57%.
  • Reduced client attrition rate by 33% through proactive follow-up and regular check-ins.
  • Built long-term relationships with clients and service providers, resulting in a 30% increase in successful service referrals.

Affiliations

  • Council on Social Work Education (CSWE)
  • American Medical Informatics Association
  • National Council for Behavioral Health (NCBH)
  • International Association of Administrative Professionals
  • Intensive Case Management Association (ICMA)
  • Jaycees
  • Network for Social Work Management (NSWM)
  • American Psychological Association (APA), Case Management Division
  • Association for Supply Chain Management (APICS)
  • Crisis Intervention Team International (CIT)

Certifications

  • CompTIA Security+
  • Certified Hospice and Palliative Social Worker (CHP-SW)
  • Certified Business Analysis Professional (CBAP)
  • Certified Child Welfare Specialist (C-CWS)
  • Certified Compliance & Ethics Professional (CCEP)
  • Salesforce
  • Basic Life Support (BLS) Certification
  • Certified Professional in Healthcare Quality (CPHQ)
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)

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