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Customer Service Manager Case Quality Assurance

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Country: United States
State: Tennessee
City: Readyville
ZIP: 37149
Salary: 40,000
Posted date: 4/4/2012   all resumes
Email: i5o98h@r.postjobfree.com
Contact Info: **********@*****.***
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Ms. Camisha Jones
**** *** ******** ****
Readyville, TN 37149
931-***-****
e-mail: i5o98h@r.postjobfree.com

PROFILE
Case Manager/Social Services: I am a devoted, results-oriented; advocate and team-leader who has exemplified qualities and professionalism, backed by a consistent and verifiable track record. I have over 10 years of experience in case management. I also have 3 years of experience as a case worker counseling children/families referred for social services.

Professional Development & Key Skills: Good communication skills, computer skills (Microsoft Office (MOS), 2000), telephone skills, good listening skills, multi-tasking, critical thinker, social abilities, and problem solver.

PROFESSIONAL EXPERIENCES
QMRP for Comprehensive Clinical Assessor (10/2011- present)
Serves as an independent contractor conducting comprehensive clinical assessments for individuals who have intellectual disabilities:
• Act as prime interface with clients at all levels to increase quality assurance, improve customer service, and streamline Processes and
Procedures

QMRP/Case Manager (04/2000- 10/2011)
Served as a team consultant conducting a wide range of staff development, in-service training and employee education programs in the region client-review meeting for establishing business management standards of operations:
• Act as prime interface with clients at all levels to increase quality assurance, improve customer service, and streamline Processes and
Procedures
• Acts as chairperson of team meetings to review, analyze and modify
30/90 day and annual reviews of client habilitation plans
• Coordinates overall development and implementation of client-based
habilitative programming (e.g., individual support plan (ISP); profile of supports (POS); individual behavior guidelines)
• Trains and interview staff in effective delivery of training techniques/methods, ensures habilitative services requirements (e.g., Medicaid/ ICF-MR)
• Coordinates client home visits, transfers (i.e., inter/intra facility) and discharges; acts as liaison with client families, guardians, case management staff and/or community based staff; prepares reports, forms and correspondence related to clients

Case Worker/Social Services (10/2006– 10/2009)
Establish, implement and maintain Family Support Services. Provide home and/or pre-arranged location case management services for at-risk youth and their families. This includes; therapeutic visitation, home-making, family support and intensive services if warranted:
• Conduct initial and follow-up interviews with child's family and other individuals involved in a case by evaluate clients, and/ or family's financial status if needed
• Develop individualized service plans that outlined the goals to be accomplished by the child and family
• Provided crisis intervention and assists families in understanding the implications and complexities of services being provided
• Refer family to service providers (e.g., counseling service, parenting training program)
• Support and/or coordinate activities in implementing outreach initiatives by coordinating resource personnel, transportation, and materials
• Communicated regularly with family and/or DCS case manager to discuss family/child progress or further actions required to meet plan objectives

EMPLOYMENT HISTORY
• Served as a Case Manager/Qualified Mental Retardation Professional (QMRP) for Community Ties of America, Brentwood TN (09/2009- 10/2011)
• Served as the Executive Director for Pauline & Thomas Healthcare, INC., Murfreesboro TN (02/2009- 09/2009)
• Served as a Case Worker-Social Services for Our Children Our Future, Nashville, TN (10/2006- 10/2009)
• Served as a Case Manager/Qualified Mental Retardation Professional (QMRP) Columbus Organization, King Of Prussia, PA (06/2002- 08/2008)
• Served as a Case Manager/Qualified Mental Retardation Professional (QMRP) Stones River Center, Murfreesboro, TN (04/2000- 06/2002)

EDUCATION
Lane College, Jackson Tennessee
Date attended: (08/91-12/94)
Degree achieved: N/A
Major: Physical Education (Minor: Health)

Tennessee State University, Murfreesboro, Tennessee
Date attended: (06/98-12/99)
Degree achieved: Bachelor of Science
Major: Physical Education (Minor: Health)
CERTIFICATION AND TRAINING
• Class D endorsement F Tennessee Driver License
• Certified and up-to-date CPR, First Aid
• Dept of Intellectual Developmental Disabilities Services (DIDD)
o Incident Management Train the Trainer Certified
o Medication Administration certified for 2009-2011
o Preventive Crisis Management Practioner 1 certified

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