Customer Service Manager

Durinda Ford, lbsw

*** ******** **. ***. ****

~ Houston, TX 77042 ~ Cellular 832-***-**** ~ E-mail:

*********@*****.***

Objective To establish a career in the Human Service and the Health Care

field with people who are in need of resources and counseling,

and to educate, advocate and promote healthy living in support

of all people.

Summary of Skills

. 8 years of professional experience working in the health care and

social service field.

. Extensive experience with working with Medicare and Medicaid funded

services/programs.

. Very well organized and able to meet deadlines.

. Delivered excellence in customer service through timely resolution of

escalating problems.

. Served as primary point of contact on a 24-hour, 7 days-a-week basis,

in charge of resolving and reporting critical incidences of issues

related to client's health and safety with in home follow up and

support.

. Excellent assessment and writing skills.

. Personable and persuasive in communicating creatively with clients

from all cultures and economic levels.

. Empathic to employee and the client's needs; team player.

. Attentive and resourceful to various learning styles of people.

. Dependable, self-motivated and confident in making independent

decisions.

. Strong leadership skills, with the ability to motivate professionals

into generating quality work.

. Excellent group facilitator

. Past experience covers working with youths and families, LTC,

medically fragile individuals, and teen parents.

Education

2005 Marygrove College

Detroit, MI

Bachelor of Social Work

Licensed Social Worker, TX.

Expertise

. Managing Diversity ? Medicare and

Medicaid Services

. Anger Management ? Multi-Tasking

. Fiscal Management ? Continuous

Quality Assurance

. Stress/Time Management ? Internal/External

Customer Service

. Running an Effective Meeting ? Team Building-

Leadership

. Risk Assessment ? Operations

Management/Budgeting

. Effective Communication ? Process

Improvement/Best Practices

Durinda Ford, lbsw

301 Wilcrest Dr. Apt 3213

~ Houston, TX 77042 ~ Cellular 832-***-**** ~ E-mail:

*********@*****.***

Professional Experience

Eagles Trace Continuing Care

2012-Present

Houston TX.

Post Acute Social Worker

. Perform Psychosocial Assessments

. Discharge Planning with families for all sub-acute short term rehab

patients

. Assist with Advance Directives, Hospice and Palliative referrals,

Grieving Process

. Coordinate DME and Home Health referrals as part of discharge

planning

. Referrals for Psychiatric and Psychological services as indicated

. Coordinate Podiatry, Audiology, Vision and Dental for LTC residents

. MDS 2.0 and 3.0

. Knowledge of current State and Federal Medicare and Medicaid

guidelines for the State of Texas

Heartland of West Houston

2011- 2012

Houston, TX.

Director of Social Services

. Perform Psychosocial Assessments

. Discharge Planning with families for all sub-acute short term rehab

patients

. Assist with Advance Directives, Hospice and Palliative referrals,

Grieving Process

. Coordinate DME and Home Health referrals as part of discharge

planning

. Referrals for Psychiatric and Psychological services as indicated

. Coordinate Podiatry, Audiology, Vision and Dental for LTC residents

. MDS 2.0 and 3.0

. Knowledge of current State and Federal Medicare and Medicaid

guidelines for the State of Texas

2007-2010 Detroit Area Agency

on Aging Detroit, MI

Care Manager/Supports Coordinator LTC

. Provided participants with information about public programs and

services

. Provided case management services to medically fragile clients

eligible Medicaid

. Performed in-home medical assessments every 90 days, created and

monitored care plans, organized person centered planning meeting and

implemented appropriate supportive services.

. Assisted with transitioning participants out of the nursing home with

community-based services

. Coordinate community-based Medicaid services with physicians, nurses,

other health professionals, and care givers

. Assist consumers with applying for public assistance related to food,

medical, and state emergency relief.

. Coordinate durable medical equipment, personal care, chore assistance

etc. to enable consumers to remain in their home of choice.

2005-2007 Black Family

Development Detroit,

MI

Individual Support Plan Case Manager

. Prepare initial and updated treatment plans

. Conduct weekly face to face meetings with the program youths

. Prepare referrals to family and individual psychological therapy

. Meet with families monthly for on-going case management

. Monitor court-ordered participant requirements

2005-2006 Lula Belle

Stewart Center Detroit, MI

Social Work Therapist/Case Manager, Healthy Beginnings Program

. Completed a comprehensive assessment for each program participant,

compiled and completed all necessary statistical forms and reports,

and outcome information.

. Facilitated groups which promoted positive parenting and creative

techniques for personal growth.

. Provided 24 hour on-call emergency assistance to clients in the

program.

. Provided direct service to pregnant and parenting teens and young

mothers in the maternal and family support services area.

. Coordinated and networked with community agencies and professionals

regarding supportive services for program families.

2002-2003 Spectrum Human Services

Detroit, MI

Apartment Manager, Mother/Baby Program

. Provided transportation for new mothers and babies to appointments

. Assess living conditions

. Provided information for community resources

. Monitor living conditions

References Furnished Upon

Request

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