Adorne Miles-Lawley

Jamaica, NY *****

ad3ymu@r.postjobfree.com

+1-704-***-****

• Demonstrate an extraordinary and professional concept of work ethics.

• Seven years of management, leadership and client support.

• Twenty plus years of Case Management, customer service/call center and data entry experience in social services and office settings.

• Four + years of Patient Coordinator experience.

Authorized to work in the US for any employer

Work Experience

Sr. Case Manager

WeCARE Maximus/HRA - Jamaica, NY

September 2023 to Present

Document all daily case notes in our SEAMS database and on the Smartsheet. Assists clients with job search, job and vocational training, and GED assistance etc. Provide therapeutic counseling to our clients (who have barriers and limitations) and are in receipt of Cash Assistance with resume writing, filling out documents and scheduling doctor appointments. Interview clients and provide intake, as well as schedule and monitor clients' progress. Work closely with the diverse population of clients in low-income areas. Provide outreach, advocacy and referrals for the clients. Outreach Specialist

EOC - Roosevelt, NY

May 2023 to September 2023

Provided counseling, interviewing and scheduling of appointments. Provided referrals, advocacy for youths and low income families as well as mentoring. Provided outreach through the distribution of materials, informational/educational presentations and marketing to community members and possible participants. Identified community needs, developing wellness programs and initiatives, and tracking progress. Met with clients to address their needs and provide food pantry when necessary. Duty Manager

Cisco-Insight Global {Contract} - Raleigh, NC

October 2022 to April 2023

Overseen daily operations, ensuring employee productivity, monitoring efficiency of all processes and creating a positive work environment.

Acted as a Third Party for employees, businesses and Engineers. UI Claims Call Center Agent

NYS Dept. of Labor/Unemployment - Charlotte, NC

October 2020 to October 2021

Managed high volume of inbound customer calls.

Conducted interviews with participants to assess eligibility. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Reviewed files, records and other obtained documents to respond to customer requests. Reviewed customer account information to determine current issues and potential solutions. Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

Took certifications and released held payments when appropriate. Field Representative

US Dept of Commerce-Census Bureau - Charlotte, NC

August 2020 to October 2020

Read maps and located addresses to complete assigned forms via personal interview. Asked questions pertaining to name, age, religious preference and state residency. Doubled-checked information on survey forms or information pads to verify accuracy of information. Complied, recorded and coded information derived from specified forms into predefined databases. Interpreted interview questions to assist people in providing appropriate answers. Client Service Specialist

Collabera/Technekes - Charlotte, NC

October 2019 to December 2019

• Responsible for the collection efforts of a 1.7 billion portfolio in Q4.

• Collected payments and assisted with payment arrangements, escalations and web support inquiries.

• Routed calls to appropriate locations when necessary. Enumerator

US Department of Commerce/Census Bureau - Charlotte, NC August 2019 to October 2019

• Conducted research on behalf of the U.S Census Bureau.

• Collected household and demographic information by canvassing assigned areas.

• Documented all information precisely and accurately and updated information as well. Customer Service Associate

Duke Energy - Charlotte, NC

February 2018 to July 2018

• Received approximately 100-200 incoming calls daily, assisted customers with payments, outages, start and end service and scheduled payment arrangements.

• Educated customers about our different programs such as, our Residential Solution Programs, Equal Payment Plan and Pre Paid Plans.

• Updated customer's demographics and documented and updated information in our Avaya Database. Patient Case Coordinator/Manager

Amerisource Bergen - Charlotte, NC

October 2013 to December 2017

• Reviewed medical insurance information and initiated pre-determinations/prior authorizations as required by payers for use of BOTOX (Botulinus Toxins A) for medical/clinical indications.

• Researched and resolved medical authorizations, initiated appeals and peer to peer reviews.

• Maintained patient confidentiality for account statuses and financial affairs of clinic/corporation.

• Documented daily notes in our Patient Plus database, knowledge of ICD 10 codes and prior authorizations as well as in compliance with HIPPA regulations and SOP's.

• Met and exceeded PI (Power Index) and QA (Quality Assurance) resulting in individual monthly bonus as well as bonus for management.

Telerecruiter

American Red Cross - Charlotte, NC

August 2010 to October 2013

Telerecruiter

• Performed all duties and responsibilities in compliance with standard operating problems, SQUIPP

(Safety Quality Identity Potency Purity) regulations outlined in Code of Federal Regulatory (CFR), Occupational Safety and Health Administration (OSHA) and other federal, state and local regulations.

• Met and exceeded PDH (Productive Donor's Per Hour -100%) and APH (Appointments per Hour-100%) resulting in monthly bonus.

• Documented donor's information into the DRMS (Donor Recruitment Management System) daily and accurately as well as update donor's records.

• Received "Employee of the Month" (August 2012).

Customer Service Representative

Sprint - Charlotte, NC

July 2008 to July 2010

• Met sales goal at 100% by receiving and responding to 100-200 calls per day.

• Answered all customers questions in regards to billing, services, products, features, price plans and devices etc. efficiently and accurately to reduce customer call back retention, which resulted in bonus perks.

• Sold price plans, features, phones devices and services to customers which enhanced the company's revenue and bonus.

Case Manager/Community Support Worker

Right Choice - Charlotte, NC

June 2007 to June 2008

• Provided case management services to consumers who had mental health and or substance abuse diagnosis.

• Assisted clients with life skills/everyday living skills and introduced them to the community where they effectively utilized these skills, which enhanced their daily living and made them more independent.

• Developed treatment and crisis plans for clients and their families to successfully reach their goals as well as counseled and educated client and their families about the treatment plan.

• Facilitated and initiated treatment team monthly review meetings and provided referrals and advocacy for the client.

• Completed authorizations and Medicaid Eligibility. Residential Group Home Manager

Towergate Youth & Family Services - Charlotte, NC

April 2005 to June 2007

• Managed, trained and supervised 10 employees to provide adequate positive interaction with the clients to achieve their daily goals for everyday living.

• Accomplished a 50% reduction in "employee turnover" due to training and providing workers with the essentials for the group home, such as: working appliances, sufficient lighting and any necessary repairs in the group home.

• Prepared and completed treatment plans and had interaction and intervention with Case Managers, DSS, school officials and family members.

• Completed and reviewed progress notes and reports daily as well as monitored client's behavior. Adhered to agency procedures concerning documentation.

• Scheduled meetings and conferences as well as provided outreach and case management services.

• Provided intake, assessment, crisis intervention and safety planning.

• Mandated Reporter.

• Provided advocacy and referred clients out to necessary agencies. Education

Bachelor of Science in Business Management and Administration Mount Saint Mary College

Skills

• Microsoft Word, Excel, Data Entry, Intake (10+ years)

• Case Management

• Botox Experience

• Microsoft Office, Microsoft Word, SAP, Data Entry (10+ years)

• Mental Health Counseling (7 years)

• ICD-10 (4 years)

• Business Management

• Individual / Group Counseling (7 years)

• Medical terminology (2 years)

• Windows (10+ years)

• Customer support (10+ years)

• Medical scheduling (4 years)

• Crisis Intervention (6 years)

• Insurance Verification (4 years)

• Child & Family Counseling (7 years)

• Documentation review (10+ years)

• Child protective services

Assessments

Recruiting — Proficient

February 2022

Managing the candidate sourcing and selection process Full results: Proficient

Written communication — Proficient

February 2022

Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient

Medical billing — Proficient

January 2022

Understanding the procedures and forms used for medical billing Full results: Proficient

Technical support — Proficient

February 2022

Performing software, hardware, and network operations Full results: Proficient

Customer service — Proficient

January 2020

Identifying and resolving common customer issues

Full results: Proficient

Verbal communication — Proficient

February 2022

Speaking clearly, correctly, and concisely

Full results: Proficient

Protecting patient privacy — Proficient

February 2022

Understanding privacy rules and regulations associated with patient records Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

HIPAA, OSHA, Mandated Reporter, Call Center and over 20 years of Customer Service

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