Jonale Ward

**** **** *** ***** *** ***

Brooklyn Park, MN 55429

Phone: 763-***-****

E-Mail: actyux@r.postjobfree.com

Summary

Community Outreach Specialist / Community Health Work skilled in case management and Office Clerical. Over 10 years in health Care, social services and Human Services Community Outreach Specialist experienced in program coordination and management. Advanced training in Medical Terminology and Life Style Changes. Compassionate Community Outreach Specialist knowledgeable about adult and adolescent development, including developmental and behavioral disorders.

Highlights

Case management

Disease prevention

WIC knowledge

Client engagement

Community health background

Medical records and documentation

Microsoft Office Suite

Complex problem solving skills

Reliable transportation

Safety-conscious

Client engagement

Dedicated patient advocate

Compassionate

Self-starter

Strong decision maker

Low income and homeless populations

Accomplishments

Supervised and directed the work of 10 staff members and 25 volunteers.Organized and led weekly group support sessions serving more than 150 at-risk teens.Supervised and directed the work of 10 staff members and 30 volunteers.

Experience

July 2015 to November 2015

Hennepin County Medical Center Minneapolis, MN

Senior Community Health Worker

Completion of the Health Care Homes Program

Provided assistance to Providers and social workers and other medical professionals in a clinical setting

Provided appointment reminders, scheduling and canceling appointments

Assisted with Emergency food relief

Managed Care Plans of 150 Patients assisted with Goal setting and Community resources

Provided and managed referrals to inside and outside agencies.

Provided Life Style Overview intake to determine eligibility of services.

Actively worked closely with insurance companies to schedule transportation services for Patients.

Case Management of adolescent Transition Clinic working directly with our Very high complex patients help transition from Pediatric clinic to adult medicine.

Successful completion of EPIC Training

Management of EPIC health modifiers, Problem list, adding Providers to the Healthcare teams.

Panel management

August 2013 to July 2015

Metropolitan Health Plan- Minneapolis Minneapolis, MN

Sr. Community Health Worker

Implementation of policy and procedure for Transportation and other service area's.

Assigned care guides and referrals to inside and outside social service agencies.

Trained staff on new policies and procedures

Educated clients on different benefit options of health care plans

Assessed clients' eligibility for federal and state benefits programs.

Drafted and maintained training manuals for the department.

Conduct survey to ensure our members was receiving the best health care services.

Management and creation of scheduling system for care guides

Distribution of transportation to our clients for their medical or behavior health appointments.

Managed of documentation information in Epic and other State systems.

Trained 20 customer service representatives that utilized Minit( The Minnesota website of health care coverage) Care Manager system and IDX or reporting system and other system for workflow

Created letters for member to participate at the YMCA and maintained a open relationship with the agency for our members to utilize their facility.

Completion of intake services with Hennepin County to ensure member re-certification of benefits

Processed documentation for MN phone programs

Entered client records in a centralized database for progress tracking

Trained 50 in-house staff members in evaluation, data collection, analysis and reporting strategies.

January 2011 to January 2013

McKesson Medical Surgical Golden Valley, MN

Customer Service- Call Center

Made reasonable procedure exceptions to accommodate unusual customer requests.

Maintained up-to-date records at all times

Addressed customer service inquiries in a timely and accurate fashion

Collected customer feedback and made process changes to exceed customer satisfaction goals

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction

Trained staff on how to improve customer interactions

Assisted with the development of the call center's operations, quality and training processes.

Properly directed inbound calls in phone queues to improve call flow.

Processed returns and credits of product and scheduling pick up of products as well.

Calling Vendor for information on product and cost for customers and sales representatives to determine if they would like to order the product.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Resolved customer issue and conflict with compassion and respect without involving corporate.

knowledgeable on product that we offer and the policy and procedures of the company.

Interviewing potential candidates for call center openings

Managed projects with department leads

Supervised the flow of Flu Vaccine

Coordinated crossed training of other department

Built relationships with Nurse's and Central supply to coordinate shipments and suggestion on related supplies

January 2010 to January 2011

TCF Bank Brooklyn Center, MN

Customer Service- Inbound Call Center

Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

Cross-trained and provided back-up for other customer service representatives when needed.

Resolved product issues and shared benefits of new technology.

Managed quality communication, customer support and product representation for each client.

Worked under strict deadlines and responded to service requests and emergency call-outs.

Guaranteed positive customer experiences and resolved all customer complaints.

Maintain an effectively handle call time and approximately 85 or more calls daily

January 2009 to January 2010

Bath & Body Works Maple Grove, MN

Seasonal

Prevented store losses using awareness, attention to detail and integrity.

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.

Excelled in exceeding daily credit card application goals.

Worked as a team member performing cashier duties, product assistance and cleaning.

January 2009 to January 2010

Speedway Super America Brooklyn Center, MN

Cashier

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

Processed and issued money orders for customers.

Excelled in exceeding daily credit card application goals.

Computed accurate sales prices for purchase transactions.

Compiled weekly monetary reports and records for store managers.

Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.

Assisted customers in finding out-of-stock items.

January 2008 to April 2008

Viking Magazine Services Richfield, MN

Customer Service

Generated sales and inventory reports in Excel with data from a variety of sources, maintaining a 100% accuracy rate.

Cross-trained and provided back-up for other customer service representatives when needed.

Assisting customer with receiving magazines directly from the publishers.

January 2007 to January 2008

Kelly Services/ Dial Technology Out Plymouth, MN

Customer Service-Outbound Call Center/ Sales

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion

May 2005 to January 2007

North Point Health Wellness Center Minneapolis, MN

SR. Community Health Worker

Observed and documented patient status and reported patient complaints to the case manager.

Read and recorded temperature, pulse and respiration.

Assisted with transferring residents in and out of wheelchairs and adaptive equipment.

Tended to patients with chronic illnesses.

Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs.

Documented resident records on daily flow sheets.

Comforted patients and provided them with reassurance and encouragement.

Promoted continuity of care by accurately and completely communicating to other caregivers the status of patients for which care is provided.

Maintained a clean, orderly and well-stocked environment.

Established and maintained positive relationships with government regulators, residents, families, other area health care providers, physicians and community at large.

Carefully selected, developed and retained qualified staff, as well as trained 20 new staff annually.

Developed and arranged continuing education opportunities for all staff to increase knowledge and skills.

Supervised and evaluated the activities of medical, nursing, technical, clerical, service, maintenance and other personnel.

Trained in blood pressure, Cholesterol reading, Glucose reading

January 2001 to April 2005

Federal Forum Minneapolis, MN

Project Manager

Ensured the accuracy of public information and materials.

Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations.

Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines.

Jumped in to fill gaps for on call rotation when necessary.

Diligently monitored the QA (Quality Assurance) program to improve performance and maintain high standards of care.

Established and maintained positive relationships with government regulators, residents, families, other area health care providers, physicians and community at large.

Organized and led weekly personnel meetings with 8 team members.

Revised policies and procedures in accordance with changes in local, state and federal laws and regulations.

Responsible for youth development curriculum

Kept abreast of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes and financing options.

Case Management of 150

January 2000 to August 2002

Minneapolis Urban League Minneapolis, MN

Peer Educator

Promoted good behaviors by using the positive reinforcement method.

Created and implemented developmentally-appropriate curriculum that addressed all learning styles. Maintained daily records of children's individual activities, behaviors

Trained Youth as a Peer Educator in Minneapolis Schools

Provided resources

Supervised Youth on field trips to local schools,

Achieved many awards for excellent service

Provided outreach for sexual health material

Trained new curriculum for youth under Minnesota Department of Health curriculum

Helped youth reach milestones in the area of self-care.

Developed professional relationships with parents, teachers, directors and therapists.

Worked closely with the site director, family care workers, classroom teaching team and other specialists.

Observed children for signs of illness, injury, emotional disturbance, learning disorders and speech problems.

Collaborated with colleagues on developing new classroom projects and monthly themes.

Education

2003 Columbia Heights High School Graduate Columbia Columbia Heights, MN

High School Diploma

Graduated from Minneapolis Community Technical College Received Community Health Worker Certification

2005 Minneapolis Community Technical College Minneapolis, MN

Certification Community Health

Skills

Skills

Department Of Health Training

Diabetes Management

Case Management/ Goal setting

Home Care Home

Health insurance

Medical Terminology

Medication Administration

Risk Assessment

Sales/ Marketing

Medical Appointment Scheduling

social services

Transportation

Flu Vaccine Training

Healthcare: computerized charting, STD counseling, People skills: great bedside manner, enthusiastic people person, advanced problem-solving, great organizational skills

References

Donn Vargus - CHW Supervisor

North Point Health & Wellness Center

Office: 612-***-****

Fausto Iglesias- CHW Supervisor

Metropolitan Health Plan

Office: 612-***-****

Amy Smith- Co-Worker

Hennepin County Medical Center

Office: 612-***-****

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