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Skills

  • Regulatory compliance enforcement
  • Crisis Management for Sensitive Client Cases
  • Interviewing and Interpersonal Communication
  • Forensic Documentation Investigation
  • Report Generation and Summarization
  • Report Writing & Documentation
  • Process Automation and Time Reduction
  • Client intake process optimization
  • Case Progress Tracking
  • Legal documentation review

Work Experiences

  • Achieved Outstanding Service Award recognition.
  • Built rapport with challenging clients during intake, creating trust and improving satisfaction scores by 80%.
  • Collaborated with attorneys.
  • Collected data from over 6 clients weekly.
  • Avoided legal penalties.
  • Achieved a 22% faster onboarding process.
  • Collaborated with external investigators.
  • Boosted team compliance with internal processes by 25%.
  • Assured secure storage of client information.
  • Collaborated with 10 external agencies to confirm client info and documentation for nuanced and legally sensitive cases.

Summaries

  • Collaborated with medical professionals and legal teams.
  • Broad-ranging expertise in compliance policy presentations.
  • Adept at handling sensitive client cases.
  • Analyzed intake pipelines.
  • Analyzed trends.
  • Detail-driven investigator focused on legal case intake.
  • Adept in the use of CRM systems like SAP to track intake patterns, identify trends, and optimize client retention strategies, resulting in a 62% increase in repeat business.
  • Adept at coordinating intake calls, emails, and client histories while managing sensitive information, achieving a reduction in intake response times by 70% within 5 months of system improvements.
  • Delivered actionable insights.
  • Avoided 5 potential legal disputes.

Accomplishments

  • Managed intake pipeline for process, processing cases efficiently and ensuring timely escalation of critical issues.
  • Awarded CPA for excellence in intake investigations, based on consistent performance exceeding 82%.
  • Developed a standardized intake framework that improved team case intake accuracy by 19%, exceeding departmental performance goals.
  • Collaborated with investigative teams to refine intake procedures and reduce processing time by 15 hours per dispute.
  • Researched legal precedents and collaborated with legal counsel during initial client consultations, leading to 36% fewer legal filing errors.
  • Streamlined intake operations through data analysis tools, resulting in a 29% increase in processing efficiency.
  • Optimized client service workflow, reducing average case intake duration by 14 days.
  • Improved client service scores by 57% through proactive management of client inquiries and disputes during intake processes.
  • Successfully identified and resolved potential legal risks during intake assessments, reducing organization liability by 79%.
  • Assisted in resolving 11 complex disputes involving multiple parties, utilizing mediation skills to avoid prolonged legal actions.

Affiliations

  • Participated in the National Alliance on Mental Illness (NAMI) educational programs to improve intake strategies for mental health cases.
  • Affiliated with the International Association for Healthcare Security and Safety (IAHSS) to understand intake practices in high-sensitivity environments.
  • Participant in the Legal Intake Transformation Conference by Brightline, gaining tools to improve intake processing and client interactions.
  • Member of the Society for Human Resource Management (SHRM) to enhance communication skills and improve intake interview protocols.
  • Attended annual conferences hosted by the Association of Certified Fraud Examiners (ACFE) to stay up-to-date in identifying client discrepancies during intake.
  • Participated in courses on Victim Services and Advocacy offered by the National Victim Assistance Academy (NVAA), enhancing intake for trauma cases.
  • Member of the International Association of Special Investigation Units (IASIU), focusing on refining investigative skills for fraud detection during intakes.
  • Member of the Association of Certified E-Discovery Specialists (ACEDS), contributing to the efficient handling of digital communications during client intakes.
  • Presented at the Annual Conference of the National Organization for Victim Assistance (NOVA) on best practices for managing crisis intake cases.
  • Active participant in the Professional Association of Legal Services Investigators (PALSI), focusing on improving intake process efficiencies.

Certifications

  • Certified Negotiation Expert (CNE) - process
  • Intake Coordinator Advanced Training - initiative
  • Intake Specialist Certification - category
  • Investigative Interviewing Techniques Certification - process
  • Risk Management Certification Program - procedure
  • Certified Case Management Investigator (CCMI) - Cedar Works
  • Healthcare Investigative Procedures Certificate - initiative
  • Lean Six Sigma Green Belt (LSSGB) - Brightline for Process Improvement Skills
  • Certificate in Forensic Psychology Investigative Strategies - Meridian
  • Certificate in Cyber Forensics - system

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