Case Manager Customer Service

Tonya Brock

ad5duu@r.postjobfree.com 937-***-**** Dayton, OH

SUMMARY Seasoned professional with 7 years of case management experience, including as Lead Clinical Case Manager, seeking a Case Manager role. Excelled in managing diverse client portfolios, improving health outcomes, and coordinating multidisciplinary care. Proven track record in compliance, stakeholder engagement, and enhancing operational productivity.

WORK EXPERIENCE CGI Federal

Compliance Specialist May 2023 - Present

• Monitor quality initiatives and regulatory compliance, ensuring adherence to HUD guidelines and the Administrative Plan.

• Lead compliance projects and initiatives to align operations with federal laws, regulatory requirements, and organizational best practices.

• Conduct regular and ad-hoc audits, achieving a 95% compliance rate, while incorporating industry insights into program management for optimal standards alignment.

Housing Choice Voucher Supervisor Jul 2022 - May 2023

• Managed two virtual teams to deliver exceptional customer service, which led to consistently high levels of support and customer satisfaction.

• Improved workflow and resource allocation, resulting in a 15% increase in operational productivity by identifying and capitalizing on process enhancement opportunities.

• Strengthened relationships with stakeholders, enhancing engagement by 20%, and played a key role in the adoption of new technologies and processes that boosted team productivity and client experience.

Cerebral

Care Manager Jan 2021 - Jun 2022

• Managed a diverse client portfolio, coordinating care across various providers, which led to a 20% improvement in clients' health and well-being.

• Delivered exceptional client care services, evidenced by a 25% increase in patient functioning based on GAD7 and PHQ9 screenings, enhancing healthcare outcomes.

• Applied evidence-based therapies, including Motivational Interviewing and Cognitive Behavioral Therapy, achieving a 20% improvement in stress management and a 15% increase in clients' coping skills.

Mahajan Therapeutics, LLC.

Lead Clinical Case Manager Jan 2020 - Dec 2020

• Managed a diverse caseload of clients with chronic mental health conditions, successfully enhancing individual care and contributing to a 20% improvement in client well-being and satisfaction.

• Delivered consistent qualitative and quantitative improvements, effectively communicating progress and results to stakeholders, affirming a commitment to team leadership and successful outcomes.

• Actively engaged in weekly Team Meetings, contributing to the identification of high-risk clients and coordinating appropriate resources and follow-up actions. Montgomery County Domestic Relations Court

Family Investigator Jan 2017 - Feb 2020

• Fostered strategic alliances with local and state entities, enhancing community involvement and collaborative project efficacy by 30%.

• Completed 49 comprehensive family investigations, improving case resolution efficiency and accuracy by 20% through meticulous document analysis.

• Developed and implemented improved quality assurance practices for interview protocols, increasing process efficiency and effectiveness by 25%. EDUCATION University of Phoenix

Master of Science in Counseling (MS)

2004

Kent State University

Bachelor of Science (BS) in Criminal Justice

1997

CERTIFICATIONS Certified Mental Health First Aider 2022 SKILLS Process Improvement • Knowledge Management • Work Planning & Prioritization • Customer Service and Support • Analysis Skills • Telehealth • Empathy & Active Listening

• Collaborative • Client Rapport Building • Reports & Documentation • Cross-Functional

• Customer Relationship Management • Clinical Experience • Analysis and Evaluation • Attention to Detail • Highly Organized • CRM & EMR Software • Forward Thinking • Care coordination

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