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Skills

  • Collaborative planning meeting coordination
  • Case status report generation
  • Category equipment
  • Team building
  • Process improvement
  • Problem resolution
  • Prioritizing client needs under strict deadlines
  • Operational improvement
  • Outcome-driven decision making
  • Supervision

Work Experiences

  • Addressed bottlenecks in the process.
  • Answered 2 calls per two years to help customers with their questions and concerns.
  • Boosted client achievement of case goals by 33%.
  • Advocated for client needs at team meetings.
  • Oversaw the delivery of program project by system team, which resulted in program.
  • Achieved a 68% reduction in client complaints.
  • Achieved a 56% improvement in case resolution timelines.
  • Maintained detailed records of program operations and participant activities.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Assisted legal professionals in gathering documentation.

Summaries

  • Client-focused Intake Case Manager.
  • Client-focused professional with specialized skills in de-escalation and crisis intervention—successfully managing 17 high-stress crises over two years.
  • Client-focused professional.
  • Achieved actionable outcomes for clients.
  • Process improvement is something I'm familiar with, and I'm always looking for ways to improve operations and personalize assistance.
  • Within Miscellaneous, senior Intake Case Manager and outstanding performer in vendor management and workflow optimization.
  • Achieved a 15% increase in service utilization.
  • Dedicated Intake Case Manager with strong analytical skills, leveraging data to identify bottlenecks and reducing case backlog by 20%.
  • Clear understanding of vendor management and team leadership as well as performance reporting training.
  • Intake Case Manager with 13 years of successful process improvement and cross-functional collaboration experience.

Accomplishments

  • Collaborated with team of 3 in the development of standard.
  • Collaborated with a network of 9 local service providers to enhance resource availability for clients.
  • Coordinated crisis response for clients experiencing homelessness, achieving secure housing placements for 6 clients over 18 months.
  • Provided comprehensive referrals for mental health services to 4 clients, improving client health outcomes by 22%.
  • Produced monthly reports highlighting client service trends, leading to the implementation of framework that improved service delivery.
  • Resolved product issue through consumer testing.
  • Provided emotional support and de-escalation techniques during client crises, successfully reducing emergency calls by 61%.
  • Decreased client processing time by 79% by streamlining internal intake systems and workflows.
  • Established a new client intake screening process that reduced wait times by 24%, enhancing the overall client experience.
  • Coordinated with multidisciplinary teams to create individualized service plans, resulting in 71% successful case resolutions.

Affiliations

  • Project Management Institute
  • Association of Information Technology Professionals
  • Alliance of Information and Referral Systems (AIRS)
  • Toastmasters
  • Association for Behavioral and Cognitive Therapies (ABCT)
  • Society for Social Work Leadership in Health Care (SSWLHC)
  • National Association of Social Workers
  • American Psychological Association (APA), Case Management Division
  • Intensive Case Management Association (ICMA)
  • National Coalition for Homeless Veterans (NCHV)

Certifications

  • Certified Compliance & Ethics Professional (CCEP)
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)
  • Peace Officer Standards and Training (POST) Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Family Development Credential (FDC)
  • Certified Professional in Healthcare Quality (CPHQ)
  • Salesforce
  • Disaster Case Management Certification
  • Cisco Certified Network Associate (CCNA)

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