Customer Service Quality Assurance

NATHAN L. MCCANTS

**** *** ****** *****, ** 104**-***-*** 8722 *************@*****.***

SUMMARY: Highly motivated Administrative professional. Strong verbal, listening and written skills. Comfortable in

interacting with all levels of the organization and public. Able to negotiate and problem solve quickly, accurately, and

efficiently. Adept at multitasking to achieve individual and team goals. Diverse background includes case management,

administrative and customer service. Committed to quality and excellence.

KEY STRENGTHS AND SKILLS:

Project Management Skills: Influencing, leading, negotiating and delegating abilities, refined planning and

meticulous organizational skills that balance work, team support and responsibilities in a timely and

professional manner.

Organizational: Very well organized and comfortable working in a multi tasking project oriented environment;

known as a "highly organized and productive employee".

Intermediate knowledge of Windows XP, 2000, Microsoft Word, Access, Excel, and PowerPoint.

Intermediate knowledge of Unified Recording System (URS) –now known as AIRS, and E PACES (Medicaid

Eligibility).

Knowledge of Home Attendant Line Operating System (HALO)and the Welfare Management System (WMS) for

HRA MICSA

EXPERIENCE:

Case Management

Assessed Clients’ needs in order to address needs for individual and/or family support system, developed service plan of

action with client to pursue achieving goals which need to be addressed, encourage client empowerment through peer

education and support, in crisis situations, aided clients with activities of daily living, coordinated services with internal

and external support providers to ensure Client’s receive services needed to assist, r esponsible for on going assessment of

client needs; on going service planning, coordination of/and referral to primary medical care and other medical and

support services, monitoring and follow up, and discharge planning, documentation of client contacts and assisted in

collecting initial assessment & reassessment client information, performed regular Home Visits and assisted clients in

establishing trust and rapport with team members and other providers.

Administrative

Entered client information on WMS to initiate applicant information for recertification of medical services, verified

accuracy of applicant information by comparing information on WMS and HALO systems, reports included yearly staff

time and attendance reports, new, transferred and closed clients, and weekly client rosters, prepared reports including

conclusions and recommendations for solutions of administrative problems, executed daily operations of case management

staff billing, responsible for distribution of staff payroll on a bi weekly basis

Human Services

Worked in conjunction with the Administrator to schedule Medicaid insurance billing information for Outpatient Program,

responsible for obtaining toxicology reports for urinalysis reporting of clients, developed treatment forms for tracking

clients’ progress and attendance, initiated Quality Assurance for clients’ charts to ensure compliance

Clerical/Secretarial

Utilized computer to create letters, memos, and event fliers and calendars, general office tasks, including typing

photocopying, faxing and ordering of supplies, answered and directed telephone calls to ensure accurate message relaying,

general office tasks, including typing, photocopying, faxing and ordering of supplies

EMPLOYMENT:

2010 – Present Mott Haven Reformed Church Bronx, NY

Administrative Assistant

HRA Clerk

2008 – 2010 New York County Health Services New York, NY

Case Manager

2002 – 2008 United Bronx Parents Inc. Bronx, NY

Office Assistant

2001 – 2004 VIP Community Services Bronx, NY

Media Operations Assistant New York, NY

1999 – 2001 NYU Campus

EDUCATION:

State University of New York at Albany Albany, NY

Completed Course Work For Bachelors In Sociology (70 Credits)

Hunter College of the City University of New York New York, NY

Completed Course Work For Bachelors In Sociology (12 Credits)

References Available Upon Request

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