Customer Service Manager

A dedicated professional seeking a career change in an effort to utilize strong leadership, organizational, and communication skills as a Patient Care Coordinator.

PROFILE

• A dependable, organized, and detail oriented professional with ten years of experience in human and social services

• Excellent computer skills with strong proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and Group Wise e-mail client

• Strong customer service and interpersonal skills and ability to develop rapport quickly

• Extremely organized with strong attention to detail

• Ability to manage schedules and plan meetings, appointment, and travel

• Excellent oral and written communication skills with the ability to draft correspondence and communicate effectively

• Working knowledge of handling sensitive and confidential information

• Solid record keeping, filing, and case management experience

• Strong priority management with the ability to multi-task and coordinate work flow

• Team player with the ability to work collaboratively as well as independently with little supervision

• Proficient in developing procedures, planning and problem solving

• Ability to learn new information, programs and procedures quickly and efficiently

EXPERIENCE

Sasha Bruce Youthwork, Washington, DC June 2013 – Present Case Manager / Life Skills Counselor

• Provided case management to 10 families residing in a transitional housing program.

• Developing, monitoring and updating individualized service plans in collaboration with the resident.

• Meeting with residents weekly to ensure that case goals are being met and makes recommendations

• Ensuring all resident case files are up to date and meet funding and licensing requirements and entering case notes and appropriate data into the HMIS system weekly.

• Making referrals for services, maintain contact with other organizations to monitor participant attendance and performance

• Conduct interviews, initial intake and orientation session with newly enrolled residents

• Assisting residents in scheduling appointments with other social service providers

• Assisting in the selection and implementation of life skills curriculum

• Preparing and delivering individual and group workshops with participants

KRA Corporation, Washington, DC March 2012 – March 2013 Career Agent

• Provided case management and job placement assistance to welfare recipients

• Served as Lead Career Agent to make decisions involving customer issues in management’s absence

• Developed forms, processes and procedures for start up workforce development program and made recommendations to enhance productivity and consistency

• Scheduled meetings and appointments; prepared agenda and recorded action minutes and follow up points

D. Jordan Resume, Page 2

• Utilized and trained current and new employees in utilizing the DHS Customer Assessment, Tracking and Case History (CATCH 2) system software

• Reviewed and interpreted assessments and developed goal plans to address barriers

• Verified and processed paystubs, time and attendance sheets, enrollment and employment verification forms

• Prepared and submit weekly reports and processed incentive requests

• Assisted with document reconciliations for monthly audit and invoice submittal

Pilgrim A.M.E. Job Connection, Washington, DC April 2011 – March 2012

Case Manager

• Provided case management to welfare recipients in accordance with DHS and Federal regulations

• Served as lead trainer for agency staff in the DHS Online Work Readiness Assessment (OWRA) and CATCH 2 system software

• Administered assessments using OWRA and entered customers assessed into CATCH 2

• Administered initial and ongoing assessments, developed and amended Individual Responsibility Plans, and provided referrals to employment activities and services

• Prepared and submitted weekly activity reports and verified time and attendance

Tennessee Department of Intellectual & Developmental Disabilities, Nashville, TN

Residential Program Specialist October 2005 - April 2011

• Coordinated services for individuals with developmental disabilities enrolled in Medicaid Waiver

• Completed enrollments to include intake reviews, assessment, and eligibility determination

• Developed and managed budgets for each service recipient

• Composed support plans and evaluated monthly progress in identified goal plans via monthly review and site visits

• Trained new employees on programmatic rules and departmental procedures

• Scheduled and facilitated interdisciplinary team and group planning meetings

• Conducted plan of care assessments to determine level of need funding

• Prepared reports and documentation ensuring compliance with Waiver requirements & strict deadlines

Open Arms Care, Inc. Nashville, TN February 2001 – September 2004

Program Specialist

• Provided direct care and support for adults with disabilities, including developing skills in self-help, activities of daily living, recreation, basic education, communication and socialization

• Documented progress in goals outlined in each client's Individual Support Plan

• Counseled clients and managed maladaptive behavior using Crisis Prevention Intervention (CPI) techniques

EDUCATION

Bachelor of Science, Psychology May 2005

University of Maryland University College, Adelphi MD

• Alpha Sigma Lambda Honor Society (Tau Chapter)

• Cumulative GPA: 3.8

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