Case Manager
Resume:
Latoya Y. Archie
*** ******* *** ******, ** *****
Employment History:
Case Manager Artech/Kaiser Permanente- 01/23 present
Participate in managing the company's complaint and grievance process.
Accountable for investigation of all issues, including collection and documentation of appropriate data.
Identify and address specialty cases.
Follow up on appropriate processes for different types of cases including grievance standard, Pre, and ASD cases.
Communicate and partner with internal staff, other MS departments, managers, and physicians to resolve issues as quickly as possible.
Ensure that complaints and grievances are processed in accordance with regulations, compliance standards, policies, and procedures.
Meet time frames for performance while balancing the need to produce high quality work related to complex and sensitive member issues.
Ensure integrity of departmental database by thoroughly timely and accurate entry.
Manage case resolution daily.
Answer questions and manage members on existing and open cases.
Escalate issues to management as appropriate to maintain compliance if needed.
Program Supervisor Ca Mentor- 07/19-12/22
Supervised 15 staff members and provided services for over 60 mental disabled adults.
Supported program manager with running day to day operations.
Prescreened and interviewed candidates for new hire candidates.
Processed new hire paperwork and set up training at our main office for new hires.
Prepare and implement Individual Service Plans, for individuals.
Completed month end reports through Microsoft Word and Excel.
Processed daily billing thru Avatar.
Submitted and approved weekly timecards and time off request for staff through Ceridian Dayforce.
Setup staff weekly schedules and made sure all time were accurate thru Dayforce.
Worked with activity coordinators for monthly activities for Day Program.
Facilitated weekly staff meetings.
Processed individual binders per state compliance and licensing.
Signed off on diet matrix daily for individuals.
Completed the Day Program activity board daily.
Record keeping, processed current and purged files, completed daily building checklist, complete daily exit checklist.
Managed case management complaints from hotline calls from members families.
Build and maintain relationships with individuals and families.
Held on site tours for families and upcoming candidates.
Utilized Salesforce, Zycus and Pingone.
Completed 8 months of DSP services and Ca Mentor prior to becoming supervisor. Services included doing daily activities (art, exercise, gardening, beauty, etc.) multi-tasking, going on weekly outings, assistance with using the bathroom, changing, personal hygiene. Certified in CPR, First Aid, CPI, Blood borne Pathogens and Distributing of Medication.
In Home Care Specialist IHSS- 05/16-05/19
Prepare and cooked meals up to three times a day.
Provided housekeeping and laundry services.
Assisted patient by providing personal services, such as bathing, dressing, and grooming. Run errands.
Prepared medicine that is needed by patient.
Customer Service Representative Wells Fargo Home Mortgage 05/05-08/15
Managed all call types including specialty queues, complex and escalated calls.
Responded to escalated inquiries for research of customer issues or complaints, case resolution of tax, escrow, and cash inquiries.
Contacted taxing authorities, banking institutions, mortgagors, and other departments daily for resolutions for inquiries.
Minimized call escalations by gaining both internal and external customer’s trust and confidence in the information provided.
Case management, multi-tasking.
Reviewed daily task tracking reports on tasks initiated.
Monitored task progress and responded to the customer accordingly.
Prepared letters to customers on company’s letterhead.
Assisted with new hires with mentoring and training.
Facilitated and prepared agendas for monthly team meetings.
Acted as acting supervisor when supervisor was out of office.
Offered products beneficial to identified customers using Cross Sell techniques.
Utilized the following systems to resolve customer inquiries at the point of contact: CPI, IM, Microsoft Word, Microsoft Excel, Edge, IRG, Reslog and Recon.
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