Remote work Customer Service Case Management

Evelyn Hollingworth

**** ********** **. ***********, ** 40065. Cell: 303-***-****

Email: ************@*****.***

GOAL: Build upon my 20 years experience as a manager and coordinator and assist others in obtaining their goals.

Skills:

Communication: As a manager, I would speak with people and focus on their needs and what they are really saying. Also assess the situation to determine if it matches what they are stating. I talked with collaterals to support the information and questions discrepancies. I gathered other information that supports the need, etc. if appropriate. Together with the client, we developed a care plan and I informed them of their options so they are able to make an informed decision, networked with providers to best implement that plan. Follow up was conducted on a regular basis to determine if the plan is working with the client and providers and make any necessary changes. This follow up continued indefinitely.

All of this information was documented accurately and in detailed and timely manner. Other communication either via telephone or email were made and/or returned in a one-two day time period.

Fiscal Management: I worked with client and providers to implement the plan in the most cost effective manner that meets the client’s needs. This involved strong communication with client and providers throughout the process and present client with new and better ways of implementing their plan as they become available. I kept clear documentation of the costs and adjust accordingly if there are increases or decreases in costs.

Advocacy: One challenge was to locate resources that were not readily available for clients and to advocate for them to receive them to help better meet their needs. This was a challenge I enjoyed taking on and meeting. It allowed me to develop more creative thinking and resourcefulness.

Project Management: I managed up to 115 clients at one time and it was important to remember that every client has different needs and time frames which need to be closely monitored on a regular basis. They each had different costs, needs and expectations that needed to be addressed. It was critical that the client’s files were reviewed regularly to assure time frames were being met and provided an opportunity to check in with booth clients and providers regarding the needs, services, and any changes that may be needed.

Conflict Resolution: Differences happened between the clients and providers so when this occurred, I spoke first with the client, then provider and lastly any other collateral that may be aware of the situation to get a clear picture as to what the conflict was. If it was determined necessary I met with the client and provider together to work out a resolution and if one wasn’t possible, I looked for another provider if that is what the client requested.

Education:

Wartburg College, Waverly IA.

B.A. in Psychology Emaphsis in Social Work

University of Phoenix, Denver, CO.

M.A. in Organizational Management

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