Client Services Case Manager

MARIE S. DESIRE, (Open to Relocation)

West Palm Beach, FL

Telephone: 561-***-**** Email: *************@*****.*** Page 1 of 2

CASE MANAGER, with 12+ years of experience in client services for the mentally ill, elderly, and children; providing community and resource referrals, assessment, care coordination, evaluation, and ensuring compliance with mandated guidelines and regulations.

SKILLS & QUALIFICATIONS:

Client Services Focused

Communications Liaison

Fluent Haitian Creole & French

Relationship Building

Case/Record Management

State & Federal Compliance

Data Entry Experience word excel, PowerPoint

Develops policies, procedures and methods

Event Management

Trained and mentoring coworkers

Managed Care

Scheduling member visit link-services, advocate for members and assessments.

Call center experience

Customer Interviews

Customer Service

Geriatric population experience

Conflict Resolution

50WPM

PROFESSIONAL TRAININGS:

CGX, Ethics, Medicaid,

Triple T, CSE

Cultural Competency, CSE

Touchpoints, CSE

Suicide Prevention, CSE

Domestic Violence, Domestic Violence Coalition

EXPERIENCE:

Humana LTC, Boca Raton, FL - 2017 to Present

Care Coach

Responds to daily question from members about program and services

Identifies and resolves barriers that hinder effective care for geriatric population

Ensures patient is progressing towards desired outcomes by continuously monitoring patient care through use of assessment, data, conversations with members, and active care planning

Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas, advocate, assessments

Makes decisions regarding own work methods, occasionally in ambiguous situations

Requires minimal direction and receives guidance where needed

Follows established guidelines/procedures, completes trainings as required by State and Federal standards

Partnership for Drug Free & Community, West Palm Beach, FL - 2015 to 2017

Program Manager

Adolescent focused; worked with local schools and guidance counselors on referrals of students for the program

Supervised staff implementing program curriculum and conducted presentations for students

Acted as liaison to program and assisted with recruitment of participants for the program

Ensured staff timesheets are accurate, verified end of reports and payroll

Assisted in vetting candidates and hiring new employees

Attended various community meetings and programs to inform the public of services provided

Completed trainings as required by State and Federal standards

Florida Coalition Against Domestic Violence, Tallahassee, FL - 2014 to 2015

Hotline Advocate – Call Center

Call valium 30-40 calls per day

Assessed safety needs of the caller and provided immediate safety planning as necessary

Coordinated community outreach projects

Provided technical assistance via phone to domestic violence centers, shelter staff or volunteers calling the hotline

Visited shelters to ensure policy compliance

Assisted the program department with creating training certificates, updated training materials in Creole, proof read materials such as curricula and/or awareness materials

Analyzed data and reports generated from call accounting software

Partnership for Drug Free & Community, West Palm Beach, FL - 2012 to 2013

Program Coordinator

Recruited students from Palm Beach County Schools for abstinent educational classes

Planned/implemented special events and conducted presentations

Maintained daily timesheet log outlining daily program activities

Reported to Contract Manager through month end reports and summaries

Managed monthly reports to include sign-in sheets, activity summary and in-kind log

Kept accurate program documentation such as attendance logs

Implemented the Making a Difference Program

Sickle Cell Foundation, West Palm Beach, FL - 2009 to 2011

Parent-Child Home Visitor

Visited homes to make observations and model behavior between parents/child

Encouraged and created opportunities for parents’ active participation during sessions

Introduced and reviewed VISM (Toy/Book) to families & ensured appropriate use by parent/child

Documented activities, promptly submitting an anecdotal report/case notes for each home visit

Church World Service, Doral, FL – 2008 to 2009

Youth Family Specialist

Interviewed applicants to obtain/verified INS eligibility for Program

Completed initial assessments and specific testing tools to assess the learning needs of individuals

Prepared complex cases for decision by lead specialists

Provided case management, developing service plans to meet client needs

Arranged for ancillary services, provided and coordinated tutoring, homework assistance and mentoring opportunities

Ensured clients received needed community services

Provided adequate interpretation and translation services to clients facilitating access to services and participation

Department of Children & Families, West Palm Beach, FL – 2006 to 2008

Case Worker

Processed paperwork, entered data into eligibility system with time-sensitive agency and legal deadlines

Interviewed applicants to obtain/verified INS information for eligibility to Food Stamps, Medicaid and cash assistance, verified INS documents through SAV system

Advised clients of deadlines, time-frames and necessary actions to be taken, Multitasking

Kept up to date on changes in federal rules, laws, procedures that affect eligibility.

Provides policy guidance to ensure members receive approve services and maintain eligibility for programs.

Documents policy violations and submits evidence to discontinue or recoup overpaid benefits.

Determined eligibility for applicants seeking public assistance ( Food Stamp and Medicaid )

EDUCATION:

Bachelor’s Degree in Public Administration

Barry University - Palm Beach Gardens, FL

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