Customer Service Case Management

DIANA J. URTEAGA BAZAN

Phoenix, AZ 480-***-**** **********@********.*** www.linkedin.com/in/diana-urteaga-220a99208 Multi Skilled Leader

Dedicated and versatile professional with experience in case management, clinical data analysis and patient centered care. Dynamic and results-oriented professional with a proven track record of generating and building relationships, managing projects from concept to completion while demonstrating direct communication and relationship building qualities across multiple levels. Highly organized and dependable self-starter who thrives in high pressure and deadline driven environments. AREAS OF EXPERTISE

− Collaboration

− Multi-Tasker

− Problem Resolution

− Organization

− Presentation

− Relationship Building

− Verbal & Written Communication

− Leadership

− Time Management

− Customer Service

− Marketing

− Relationship Management

− Voice of The Customer

− Detail-Oriented

− Analytical

− Ethics & Confidentiality

− Teamwork

− Process Improvement

HIGHLIGHTS & ACCOMPLISHMENTS

Recognized for being a solid performer displaying exceptional work ethic, dedication, professionalism, and evidenced based practice, knowledgeable in the latest EMR technology and ability to handle confidential material professionally.

Admired for dedication, reliability, and operational success.

Acknowledged by customers for attentiveness, availability, and integrity. EXPERIENCE

ENSIGN Phoenix, AZ 03/2022-Present

Case Manager

Actively manage and direct use of resources to achieve highest quality outcomes and patient experiences.

Coordinate and advocate for the patient from admission to post discharge.

Manage information /communication to effectively oversee healthcare delivery and facilitate interdisciplinary plan of care decisions.

Monitor the discharge plan implementation while identifying and addressing patient needs and support system.

Oversee the coordination of services by interdisciplinary plan of care communication, family and patient education, payor relation and total fiscal management.

Ensure that cost effective treatment is provided, and patient rights and regulations are followed. MGA HOMECARE Scottsdale, AZ 12/2015 – 03/2022

Licensed Practical Nurse

Demonstrate effective nursing techniques and skills by collaborating with Registered Nurse and Physician.

Apply critical thinking skills and evidence-based practice through utilization of the nursing process to care for patients.

Contribute to accuracy by assisting with data collection and contribute to the established plan of care.

Utilize appropriate nursing knowledge to implement an established plan of care.

Assist with the evaluation of nursing care based on established outcome criteria.

Apply therapeutic communication techniques in providing basic nursing care for clients throughout the lifespan.

Perform technical aspects of basic, safe nursing care and demonstrate identified caring behaviors

Contribute to excellence by functioning in accordance with the ethical and legal standards of practical nursing practice.

Create efficiencies by using technology for client care and documentation. DITECH FINANCIAL LLC Tempe, AZ 01/2013-12/2015

Administrative Support

Create systematic strategy by utilizing word processing, spreadsheets to prepare invoices, reports, memos, and letters.

Analyze and interpret memos, submissions, and reports to determine significance and plan distribution.

Contribute to organization by filing and retrieving documents, records, and reports.

Provide efficiency by overseeing and creating administrative policies and procedures for organizations.

Review operating procedures and streamline operations by determining process improvements for workflow, reporting and expenditures.

DIANA J. URTEAGA BAZAN Page 2

Phoenix, AZ 480-***-**** **********@********.*** www.linkedin.com/in/diana-urteaga-220a99208 WELLS FARGO BANK Tempe, AZ 01/2009-1/2013

Collections Representative

Ability to multitask, manage client communication and update client files while making independent judgement decisions.

Research, track and provide customer service while working in a fast passed results driven environment.

Analyze complex business and personal financial statements, tax returns, credit reports to ensure appropriate work out plans while adhering to compliance to business and regulatory policies.

Responsible for negotiating creative structures to meet needs of both customer and client while minimizing risk exposure and formulating litigation strategies.

EDUCATION

Bachelor of Science in Health Care Administration, September 2021 Grand Canyon University, Phoenix. AZ

Licensed Practical Nurse, July 2015

Gateway Community College, Phoenix. AZ

TECHNICAL SKILLS

Microsoft Office: Outlook, Word, Excel, PowerPoint, Hogan, System 2, CMS, Auto Check, XPM, Cisco, KanTime and PCC. CERTIFICATIONS

CPR and AED, June 2022

Advanced Wound Care, March 2018

IV Therapy, December 2015

TRAINING

Article 9, November 2021

LANGUAGES

Fluent in English and Spanish

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