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Skills

  • Relationship development
  • Organization
  • Process improvement
  • Multilingual communication framework, process
  • Team leadership and supervision
  • Cross-functional collaboration
  • First Aid/CPR
  • Operational improvement
  • Conflict resolution with external providers
  • Team management

Work Experiences

  • Advocated for clients at system.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Achieved resolution on 50% of cases ahead of schedule.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with HR to develop training modules for case management staff, resulting in 47% improvement in overall team competency.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Answered 9 calls per the past year to help customers with their questions and concerns.
  • Collaborated with HR to develop training modules.
  • Collaborated with multidisciplinary teams to design individualized action plans for over 3 clients, resulting in Employee of the Year.
  • Achieved reduction in 18 months.

Summaries

  • Aligned departmental practices with regulatory standards.
  • Automated administrative processes.
  • Achieved strategic case resolution through collaboration.
  • Achieved category for complex client cases.
  • With a detail-oriented and conscientious approach, well-organized and resourceful.
  • Dedicated to continuous improvement in case handling processes.
  • Consistently achieved high levels of client satisfaction.
  • Achieved 75% growth in positive feedback.
  • Principal Case Manager with 11 years of successful budget management and quality assurance experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Served as a primary point of escalation for crisis situations, delivering rapid response interventions for over 5 high-risk cases.
  • Conducted monthly case audits, maintaining a 31% compliance rate with regulatory case management standards.
  • Mentored team of junior case managers, leading to 71% increase in staff retention and improved client service.
  • Developed advocacy campaigns in collaboration with Meridian, increasing public awareness and community support for client needs by 24%.
  • Conducted compliance audits across 13 case files, discovering inefficiencies and implementing process improvements that shortened case closure times by 4 days.
  • Negotiated and secured co-funding from standard, increasing resource availability by $8 for critical client programs.
  • Drove the successful relocation of 14 clients into permanent housing within a record time of several months, achieving a 77% decrease in return to temporary housing.
  • Designed and delivered staff development programs that boosted team case handling efficiency by 52% and reduced errors by 66%.
  • Documented and resolved method which led to procedure.
  • Improved client follow-up processes, leading to a 25% sustainable increase in service retention rates across key programs.

Affiliations

  • Council of Large Public Housing Authorities (CLPHA)
  • Society for Prevention Research (SPR)
  • American Society of Safety Professionals
  • Behavioral Health & Wellness Council
  • Jaycees
  • Project Management Institute
  • International Council of Nurses
  • Society of Human Resource Management
  • Society of Women Engineers
  • Case Management Society of America (CMSA)

Certifications

  • CompTIA A+ Technician
  • Certified Public Manager (CPM)
  • Certified Mental Health Coach (CMHC)
  • First Aid/CPR Certified
  • Certified Supervisor in Case Management
  • Certified Addictions and Drug Abuse Counselor (CADC)
  • Certified Professional in Healthcare Quality (CPHQ)
  • Project Management Professional (PMP)
  • Clinical Case Management Certification
  • Health Home Care Coordinator Certification

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