LUZ GLORIA LUNA

**** **** ****** *****. *******, VA 22033

571-***-****

ad3i4j@r.postjobfree.com

S STRENGTHS

Case Management Customer Service Healthcare CRM Crisis Intervention Social Services Time and Task Management Referrals & Networking Hospice Services Medical Marketing Medicaid Medicare Patient Care & Treatment Plans Exceptional Written and Verbal Communication Fluent in Spanish Proficient in Arabic and Russian

EXPERIENCE

DECEMBER 2020 – PRESENT

HOSPICE SOCIAL WORKER

VITAS HEALTHCARE

• Conducts initial psychosocial assessment that focuses on the dynamic needs of patient and family, provides ongoing assessment to address the evolving emotional, spiritual, and physical needs. Assists patient and family with Do Not Resuscitate status, Advanced Directives, and other personal and/or legal directives as needs are determined.

• Develops and implements a Plan of Care, assesses, and treats pain from a psychosocial perspective that involves ongoing assessment, discussion of self-determination in pain management. Identifies psychopathology and other relevant behavioral issues within the patient and family system, assesses and explores past coping strategies/previous losses/co-occurring stressors, and provides counseling (short-term) and education.

• Attends and actively participates in Interdisciplinary Group meetings (IDG), staff meeting and in-services; actively contributes to quality out-come measurements related to patient care planning requirements.

• Maintains clinical records, statistics, reports and records for purposes of evaluation and reporting of agency activities as prescribed and in compliance with local, state and federal laws.

DECEMBER 2018 – OCTOBER 2020

MEDICAL SOCIAL WORKER/ACCOUNT EXECUTIVE

VIRGINIA HEALTHCARE SERVICES

•Provides rehabilitative and supportive casework geared toward restoring patients to their optimum level of social and health adjustment, includes assisting patients and their families in understanding, accepting, and following medical recommendations. Helps patients utilize the resources of their families and the community by either referring the patients to community resources or acting as an advocate on behalf of the patients their dealings with other health and welfare agencies.

• Assists patients and their families with personal and environmental difficulties, which predispose them toward illness or interfere with obtaining maximum benefits from medical care. Consults with the physician and other member of the health team for the purpose of assisting them to understand significant social, emotional, and environmental factors related to the patient's health problems.

• Prepares clinical/progress notes on the day of the visit and incorporates same in the clinical record; provides summaries and re-evaluations if indicated. Attends case conferences. Participates in staff development and revision of the physician's plan of treatment. Participates in discharge planning and in-service programs.

•Developed marketing material for agency’s business development, such as: flyers, medical brochures, newsletters, company’s website, LCD’s brochures, power point presentations, maintained agency’s social media accounts up to date. Conducted research and analyzing data to identify and define audiences, compiled, and distributed financial and statistical information.

MAY 2016 – DECEMBER 2018

HOSPICE SOCIAL WORKER

HEARTLAND HOSPICE SERVICES

•Introduced hospice agency to newly referred patients and their families and complete admission documentation. Performed initial psychosocial, emotional and bereavement assessments and assists in the development and implementation of goal directed Interdisciplinary Group care plans.

•Identified/Advocated/Referred patients/families to appropriate community, resources/agencies where appropriate. Facilitated out-of-home inpatient respite admissions to contracted nursing facilities.

•Performed home visits and assessed financial and insurance situations and completed charity paperwork.

•Collaborated with other service providers furnishing contract service to clients as needed. Collaborated with hospice medical team staff to establish and modify, when necessary, client focused hospice services.

•Facilitated placement transfers, discharge planning. Maintained clinical documentation in patient’s medical record. Attended deaths and supported families/staff/team.

MAY 2015 – MAY 2016

MARKETING ACCOUNT LIAISON

HEARTLAND HOSPICE SERVICES

•Developed, implemented and reports on a systematic plan of business-development outreach and education, within assigned territory, designed to stimulate timely referrals and, ultimately, to heighten broader awareness. Markets and establishes relationships with healthcare-related entities, such as hospitals/ED’s, SNF’s, nursing homes, assisted living communities, community physicians, 3rd-party payers, home health care agencies, private duty, urgent care centers, disease-specific outpatient clinics, and pharmacies. Marketed and established business-to-business relationships with targeted corporations and other potentially high-yield civic, business and faith-based organizations. Identified opportunities for new hospital and long-term care facility contracts.

•Worked collaboratively with the clinical teams to orient and educate direct referral sources, such as physicians, nurses, discharge planners, nursing home staff, and assisted living staff to determine why, when, and how to utilize hospice services. Maintained ongoing account profiles, producing regular reports regarding market activity and results. Demonstrated competence to conduct consent signing, meeting all-staff requirement and as a back-up to the front-line Start of Care Team. Established, organized, and implemented cause-related community event(s) to increase self-referrals, foster positive community relationships, nurture professional and community volunteers. Worked with CRM system to keep all contacts immediately available for organizational contact.

AUGUST 2013 – MAY 2015

CASE MANAGER

FAIRFAX COUNTY GOVERNMENT – FAIRFAX-FALLS CHURCH COMMUNITY SERVICES (CSB) MENTAL HEALTH DEPARTMENT

•Created long and short-term treatment plans for clients. Assisted clients to set achievable goals to aid in their recovery. Educated and supported of the client through face-to-face assessment and home visits.

•Facilitated applications for federal assistance programs like Medicaid, Medicare Part D, Supplemental Security Income and Disability Income.

•Worked in a highly collaborative environment with a well-developed training curriculum and receives ongoing feedback from consumers, therapists, psychiatrists, and many human service agency partners. Assessed and fixed gaps in client care, and determined additional needs or requirements related to a specific client’s disease or disorder.

•Advocated clients on appealing process for Social Security benefits.

•Provided health insurance screening thru Health Insurance Marketplace

(Obama Healthcare Reform) as a Certified Application Counselor (CAC)

APRIL 2012 – MAY 2013

MARKETING LIAISON

CAPITAL CARING HOSPICE

•Responsible for generating business from territory referral sources to

meet territory and agency revenue and census goals. Developed and implement programs to raise and establish community liaisons by conduction personalized visitations to all primary referral sources and interested parties, and by representing the agency in community events.

•Expanded client base by 80% in one year by consistently delivery goal-surpassing marketing ensuring complete client satisfaction.

•Responsible for ensuring that all State, Medicare, Medicaid, and Capital Caring policies and procedures are met.

•Built long term relationships within all levels of family practice, internal medicine, cardiology, assisted living, dialysis, bariatric, home healthcare, hospital, oncology, and pulmonary locations in the Northern Virginia area.

FEBRUARY 2007 – JUNE 2011

HUMAN SERVICE WORKER II

FAIRFAX COUNTY GOVERNMENT

• Determined eligibility of economically disadvantaged individuals and families for federal, state and local public assistance programs such as Medicaid, SNAP, TANF and General Relief.

• Managed and maintains over 500 family cases determining renewals for continued benefits that require meeting restricted deadlines.

•Prepared appeal documents and represents the agency in administrative appeals filed by clients.

•Ensured timely processing of applications to meet client’s needs and program policy mandates.

Worked with Development Team to create new systems for tracking efforts and progress notes of clients with the assistance of Efforts to Outcome Software.

OCTOBER 1999 – OCTOBER 2006

PROGRAM SUPERVISOR

NORTHERN VIRGINIA FAMILY SERVICE

• Supervised six case managers with total responsibility for over four thousand family cases.

•Developed knowledge and skills data collection procedures to generate and reviewed program reports, maintained and/or increased program effectiveness to work with community partners such as Fairfax County’s Office of Partnerships, Health Access Assistance Team (HAAT), INOVA’s Partnership for Healthier Kids. Recorded reviews and oversight of required documentation to assure accuracy, comprehension, and completion. Monitored progress with each participant to include referrals and case management.

•Reviewed and analyzed new contracts with partnerships and private physicians for agreement and consistency with proposals and negotiations. Interfaced with accounting personnel to identify and resolve internal audit issues.

•Concentrated on volume and share growth in assigned territories with customized marketing programs to generate immediate and enduring volume increases of clients.

LANGUAGES – FLUENT IN SPANISH - SOME ARABIC AND RUSSIAN

EDUCATION

1993 MASTER’S DEGREE, university of san andres

LA PAZ – BOLIVIA (ASSESSED BY WORLD EDUCATION SERVICES)

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