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Customer Service Manager

Location:
Concord, CA
Salary:
25. Per hour
Posted:
January 30, 2019

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Resume:

Erika Raulston

**+ years of healthcare and administrative experience

Experience with customer service, and communicating with patients, physicians, external customers and internal employees from her time with Genentech as a Case Manager

Certified Medical Assistant

Excellent written and verbal communication skills, Erika is proficient with all of the MS Office Suite and all of the Google Applications

Available to interview anytime with proper notice, available to start immediately

WORK EXPERIENCE:

The Tenderloin Housing Clinic

Senior Supportive Assistant Housing Manager 2018

The Senior Supportive Housing Assistant Manager is responsible for assisting in the operational oversight of a single room occupancy (SRO) residential hotel within a supportive housing model in San Francisco. This position supports the Supportive Housing Manager (SHM) to ensure that property management services are responsive to the needs of tenants and support high levels of tenant retention in accordance with Tenderloin Housing Clinic’s (THC’s) Mission, Core Values, and Customer Service Philosophy.

Leadership and Management

Assist the SHM hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff in accordance with THC policies and directives.

Assist the SHM conduct regularly scheduled meetings, supervisions, and trainings to motivate staff for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.

Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.

Hold staff accountable for high levels of performance, team work, and quality customer service.

Provide leadership and project direction that engender trust and respect.

Participate in the leadership activities of the department’s management team.

Administration and Operations

Work with the SHM to foster program development and achieve targeted objectives and outcomes.

Partner and coordinate within the department and with other THC departments to meet objectives and ensure comprehensive services.

Attend participate in, and facilitate all meetings, as requested.

Assist in the production and submission of weekly and monthly required reports; assist in examining areas needing improvement, as well as the creation, implementation, and maintenance of solutions.

Respond to building emergencies 24 hours per day, 7 days per week, implementing emergency plans whenever necessary.

Develop and maintain productive relationships with community neighbors, including police and fire departments.

Coordinate building cleanliness, pest control treatments, repairs, and unit turnovers.

Screen, interview, qualify, and intake new tenant applicants for housing.

Plan and participate in tenant activities; interact with agency programs and Case Managers in the building; coordinate delivery of services.

Assist the SHM respond to tenant complaints and other requests in a timely and supportive manner.

Enforce rental agreements, rules, and policies, and work with tenants to build rapport and trust to increase tenant retention and well-being.

Coordinate building emergency preparedness procedures manage building security and safety equipment and attend the agency's Safety Committee.

Assure appropriate files and records are kept for legal and reporting purposes.

Assume the duties of SHM as needed.

Transition to Independence Pinole CA 2017

ILS Supervisor/ ILS Instructor,

The ILS Instructor is responsible for all required paperwork and reports surrounding the development of the individual. Administering assessments, developing, and following a consistent training schedule of ILS skills are essential in this position. Depending upon the level of the position, supervisory duties may be included

Lighthouse Mentoring Center, Pittsburg CA/ Antioch CA 2017

Residential Counselor

The Counselors assist the youth with all aspects of daily living including: Providing transportation to school and appointments, supporting their educational needs, participating in recreational activities, shopping, medication management, and helping youth develop independent living skills. No two days will be the same. No two children will be the same. But what is consistent is that I will be helping to create a safe place that allows kids to heal and grow

SVS Services, Antioch, CA 2017

Case Manager

To develop and monitor individual client plans within a day program office

Provide vocational and/or skills training to persons with developmental disabilities

Provides support and training for an assigned group of clients with developmental disabilities living in their own homes

To train and/or supervise clients placed individually or in groups in supported employment

Vintage Senior Living at the Kensington, Walnut Creek, CA 2017

Medication Aide

Responsible for delivering medication services to residents and documenting resident services accordingly

Maintain appropriate levels of confidentiality with residents and family information

Assist and/or administer medications as prescribed by physician to residents; notify LPN of any untoward medication response; assist/manage all medication refills

Act as a liaison between caregivers and nursing staff regarding medication; delivers services and monitors resident needs according to service plan and ensures high quality resident care is consistently being delivered

Alameda Point Collaborative, Alameda, CA 2016

Workforce Development Specialist

Responsible for the implementation of group activities, classes and events, to ensure that employment and career activities are integrated into all APC program services

Support residents to obtain the skills, tools and resources to access employment through one-to-one career coaching within APC’s Service and Employment Center

Outreach to adult and youth residents at APC and inform them of Workforce Development opportunities available through APC

Interview, advise, and guide a diverse population of clients and coordinate with Employment Team to deliver comprehensive career services from intake and training, to job-placement and longitudinal tracking and support

Provide onboarding assessment to gauge program candidate employability level and type of employment/ training to pursue for everyone

Coordinate with Employment Services Team to adapt curriculum to meet participant and potential employer needs

Create opportunities and events for employment opportunities, including job fair attendance, recruitment events, employer and training program relationships, and in-house workshops

Supervise and coordinate Career Center activities and Career Center volunteers

Manage data collection and outcome reports for Career Center activities through BIRP notes

One-on–one appointments for job coaching, job-application, and ongoing support

Assist with development and implementation of a process for program graduate tracking and support

Complete service logs and notes to facilitate effective and holistic coordination of support

Provide back-up OJT training supervision

Participate in regular staff development trainings and meetings

Ensure that employment related data is input and maintained in relevant MIS data base(s)

Ensure that back up contract service documentation related to employment service activities is maintained in client files

Genentech, South San Francisco, CA 2016

Case Manager

The Case Manager acts as a liaison between patients, providers, MDs, pharmacies and insurance carrier to assure services are provided in the least restrictive, least costly manner

Provides customer focused reimbursement support to patients, pharmacists, physicians and internal sales force in a high-volume contact center environment (both inbound and outbound phone calls)

Educates, informs, and assists patients and providers to navigate through the reimbursement process for the assigned product

Identifies barriers to reimbursement and continually identifies and recommends program efficiencies to the Supervisor to promote high quality of work by Access Solutions/GATCF staff

Identifies and facilitates referrals to alternative coverage options and financial assistance programs for patients who are under insured or require copy assistance

Establishes relationships with appropriate stakeholders

Conduct necessary benefits, coverage and payer research/investigations to ensure appropriate resources, compliance with payer appeal policies, practices, and timelines

Assists patients and their families, as well as other related external or internal parties on how to navigate the appeals process

Manages all steps, timing and outcomes during appeal process

Completing written communications to patients and other external parties on appeal progress

Follows-up on all appeals to obtain, where possible, authorizations and ensure appropriate status

Las Trampas Inc. Lafayette, CA 2014

Direct Support Professional

Caring for mentally delayed clients transitioning from Napa State Mental Hospital to individual care homes

Assisted with dressing, daily personal hygiene (IDLs), light housekeeping, food preparation, and delivery of medications

Responsible for aspects of case management, using person centered processes to develop, coordinate and monitor individual plans

Coordinate individualized consumer services, extensive clinical documentation and record keeping, and implementation of specific treatment plans

Senior Helpers Moraga, CA 2013 - 2014

Hospice Aide/Home Health Aide

Caring for seniors with Alzheimer and/or dementia

Assisting with dressing, daily personal hygiene, light housekeeping, food preparation, delivery of medications, hospice care, case management, using person centered processes to develop, coordinate and monitor individual plans

Coordination of individualized consumer services

Extensive clinical documentation and record keeping

Mentoring, consumer transportation, supervision of and participation in leisure activities with consumers and consumers’ families, and assistance in the implementation of specific treatment plans

Home Health Assistance, Oakland CA 2013 - 2014

Hospice Aide/Home Health Aide

Caring for seniors with Alzheimer and/or dementia; assisting with dressing, daily personal hygiene, light housekeeping, food preparation, delivery of medications, hospice care, case management, using person centered processes to develop, coordinate and monitor individual plans

Coordination of individualized consumer services; extensive clinical documentation and record keeping; mentoring, consumer transportation, supervision of and participation in leisure activities with consumers and consumers’ families Assistance in the implementation of specific treatment plans

Centre for Neuro Skills, Emeryville, CA, 2012 - 2013

Neuro Rehab Specialist

Rapidly expanding stroke and brain injury inpatient service

Evaluation and management of rehabilitation needs for traumatic brain injury patients; and, medical management for traumatic brain injury patients

Brightstar Healthcare, Lafayette, CA 2009 - 2012

Home Health Aide

Caring for seniors with Alzheimer and/or dementia

Assisting with dressing, daily personal hygiene, light housekeeping, food preparation, delivery of medications, hospice care, case management, using person centered processes to develop, coordinate and monitor individual plans

Coordination of individualized consumer services

Extensive clinical documentation and record keeping

EDUCATION:

Richmond Builds 2009

Green Construction and Solar Installation training (3 months)

ARC University, Contra Costa, CA 2007

Learning Styles and Teaching Techniques in Violence, Abuse, and Disabilities

Las Positas-Chabot Community College, Livermore, CA 2003 – 2007

Pre-Nursing Education

Career Solutions College, Union City, CA 2002

Clinical Medical Assistant Program

Merritt College, Oakland, CA 1998

Home Health Aide Program



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