Care Coordinator Customer Service
Resume:
Carla Melu
Weimar, CA
************@*****.***
Experienced Care Coordinator with a demonstrated history of working in the hospital & health care industry.
Skilled in English, Microsoft Excel, Customer Service, Microsoft Word, and Microsoft PowerPoint. Strong community and social services professional with a Master of Public Health -MPH from Loma Linda University.
Work Experience
Care Manager
Independent Living Systems, llc - Sacramento, CA
January 2024 to Present
Care management for complex vulnerable populations including homeless, SUD, chronic conditions medically fragile, and intellectual disabilities.
• Collaborating with housing navigators to find housing
• Collaborating with health insurance providers
• Providing complex case management
• Linking resources to members
• Presenting to Case Conferences for members
• Completing service authorizations
Social Service Practitioner III
County of Riverside - Riverside, CA
November 2022 to Present
Carry a caseload of the more difficult types of social service cases requiring a high degree of technical competence where social or family problems or environmental forces adversely affect family life; assess client's problems and develop treatment plans;lead self-care, well-being, and educational courses to community participants and/or staff.
• Complete case studies for the purpose of assessing problems and determining appropriate types and methods of treatment; develop intensive long or short-term treatment plans to improve or restore individual or family functioning.
• Act in a lead capacity for a small group of Social Services Practitioners or services employees, such as aides and volunteers.
• Act as a casework consultant to staff members without professional training.
• Function at a highly skilled level in such areas as counseling, protective services, medical social work, family services, community organization, and adoptive services.
• Take part in staff development programs to increase knowledge of the social work processes and augment personal technical competence.
• Provide therapeutic marital, family interrelationship, and adoptive parent counseling.
• Investigate and provide services to clients where their physical or emotional welfare is involved; work with cases involving neglect, abuse, emotional or behavioral problems, physical/mental disabilities, or other health conditions affecting a client's personality, family relationships, child, or in-home care arrangements.
• Provide services and counseling in cases of desertion or impending loss of a spouse, child,
• Frequently conduct field visits, away from the home office, which may include long distances in order to carry out service plans, observe, and assess client needs, and provide information and social work services.
Case Investigator
Virginia Department of Health /TechSystems - Fredericksburg, VA September 2020 to November 2021
The case investigator is responsible for contacting people with laboratory-confirmed, probable, and suspected diagnoses of COVID-19 and providing health education and guidance in order to interrupt ongoing disease transmission.
Also involved in QA of large amounts of data/records received. Support Coordinator Supervisor
Rappahannock Area Community Services Board - Culpeper, VA January 2020 to March 2020
Job time affected by pandemic.
Plan, assign, supervise, and monitor the work of program staff (including contractors), counsel and evaluate staff, ensure applicant eligibility, conduct interviews, recommend hiring, orient and train new employees, approve timesheets and leave, and complete evaluations. Provide monthly, individuals, and group supervision to staff. Coordinate and develop individual service plans with clients, family, and providers. Review and update service plans, make referrals and linkages to appropriate agencies, apply for benefits, provide/arrange transportation, provide and guide crisis intervention and prevention services. Care Coordinator
Optima Health - Richmond, VA
August 2017 to April 2019
Performs a variety of casework duties and provides social work services to patients, families, and designated caregivers. Must develop, participate and monitor multidisciplinary collaboration of services to patients where appropriate. Assist adult patients and their families with personal and environmental difficulties associated with medical conditions up to and including at time of terminal illnesses. Wellness Center Director
Riverview Wellness Center - Kafue
January 2012 to December 2015
Coordinating the affairs of the Wellness Center
Patient health education and lifestyle counseling on lifestyle diseases i.e. Diabetes, heart disease, HIV, hypertension and cancer
Carrying out staff training and overseeing patient treatment Lifestyle and nutrition counselor assisting in dietary planning and health promotion. Developed and implemented operations treatment protocols
Collaborating with Community leaders in educating the community about lifestyle diseases and health. Working with community leaders in developing health education curriculums. Managing wellness center staff of 15 people.
Coordinating community health education efforts such as health expos with key community stakeholders. Preparing quarterly reports on progress of the wellness center. Established a documentation system to manage patient care and after care. Established policy and procedures and protocols to manage patient care. Collaboratively worked on care plans for each patient personally which included after care and community clinic referrals.
Led out in personal counseling in depression recovery. Reviewed case plan and progress everyday of patient stay. Facilitated AA classes.
Maintained hourly logs on patient care and management of their behaviors and conditions. Volunteer
Nigerian Wellness Center - Abuja
May 2012 to October 2012
Taught subjects such as Nutrition, Anatomy and physiology, Hydrotherapy, and Massage o Conducted cooking demonstrations
Guest Speaker at East Nigerian Conference Women's conference and student body at Academy and University
Volunteers.
Providing treatments for patients,
Planning and implementing health expos.
Training staff to prepare for health expos.
Provided seminar training for nursing students,
Provided health talks for lifestyle center patients. Volunteer
Sahmyook Language School - Seoul, KR
October 2007 to November 2008
English as a Second Language Teacher
Taught English as a second language to adults and children Prepared lesson plans and taught English to speakers of other languages: teaching English grammar, writing, reading, speaking, and listening skills. Taught pronunciation and accent reduction. o Provided English instruction to groups of students and on an individual basis. o Developed a curriculum that took an overall approach to English study and focused on specific aspects of language use, such as life skills, literacy, vocational and workplace.
Program Coordinator
Green springs Village - Springfield, VA
July 2007 to October 2007
Coordinated activities for Assisted Living Residents. Budgeted financial requirements for activities and completed activity assessment and needs. Social Work Care Coordinator
Potomac Hospital - Woodbridge, VA
October 2006 to March 2007
Coordinated the integration of social services/case management functions into the patient care, discharge, and home planning processes with other hospital departments, external service organizations, agencies and healthcare facilities.
Conducted concurrent medical record review using specific indicators and criteria as approved by medical staff,
JCAHO, CMS, and other state agencies.
Acted as patient advocate: investigated and reported adverse occurrences, and performed staff education related to resource utilization, discharge planning and psychosocial aspects of healthcare delivery.
Promoted effective and efficient utilization of clinical resources. Mobilized resources and interviews as needed to achieve expected goals to assist in achieving desired clinical outcomes within the desired timeframe.
o Ensured that patient tests were appropriate and necessary and were carried out within the established timeframe and that results were promptly available. o Conducted review for appropriate utilization of services from admission through discharge. o Evaluated patient satisfaction and quality of care provided. She provided resources for patients discharging into communities with medical needs.
o Served as a liaison between patient and insurance companies to provide optimum care. o Worked with EHR in managing patient records.
Qualified Mental Health Professional
Heritage Multicultural Programs - Woodridge, VA
October 2006 to March 2007
Provided in-home counseling and therapeutic activities for low income at risk children o Completed required documentation for state licensing
Assessed, linked and coordinated services necessary for family success Engaged in crisis intervention and provided behavior modification techniques o Reported directly to the Clinical Director
Child Protective Services Investigator/Social Worker II Department of Social Services - Woodbridge, VA
January 2005 to December 2006
Responded to emergency situations in an unknown and/or potentially dangerous environment which included verbal abuse or threat of bodily harm.
Received referrals of cases of suspected adult and child abuse and neglect and exercised emergency removal authority in child abuse and neglect
Developed and implements a service plan for adults, families, children, and caretakers in need of service Maintained records related to applicants and recipients of Agency's service programs. o Prepared cases for and testified in court proceedings as required Participated in planning and/or evaluating adult and child abuse and neglect programs, foster care, and adoption.
Social worker II/Case manager
Fairfax County Community Services Board - Fairfax, VA January 2003 to March 2005
Fairfax County Government Community Services Board - Fairfax, VA Served as a living skills and behavior management facilitator under close clinical and administrative supervision
Served as a non-Medicaid waiver/state plan option case manager Provided Community Advocacy for Consumers and linked and coordinated community resources for families and consumers
Headed the Interdisciplinary Team for client advocacy Student Intern
Loma Linda University - Loma Linda, CA
January 2001 to December 2003
Assisted Senior Public Health Case worker in job duties which included patient education in all areas and constructed patient education boards. These projects included: writing articles for our Health Notes newsletter on our Population Nurse Care clinic; developed a patient education on tobacco prevention for teens; wrote scripts for our silent radio program; and evaluated 36 patient education brochures with the FRY Readability Scale.
Completed HIV patient counseling certification through Kaiser Permanente Certified in patient negotiation
Planned, implemented and evaluated public health education programs Social Worker II/ Intensive Care Unit for Children Department of Behavioral Health - San Bernardino, CA January 1999 to December 2001
Provided client advocacy for mentally ill children to reduce hospital recidivism o Provided crisis intervention for children and families
Provided documentation case load
Provided in home treatment to decrease crisis behavior and increase mental stability Qualified Mental Retardation Professional and Administrator Jon Bec Care Incorporated - Redlands, CA
January 1998 to December 1999
Supervised 24 Staff and three facilities including 18 mentally retarded children and adults o Provided client advocacy and completed Individual Service Plans for each client semiannually o Headed Interdisciplinary
Team for consumer planning
Provided staff training including infection control and ISP implementation for each client o Completed and ensured appropriate program planning for each facility and ensured each facility met Medicaid and state funding criteria
Headed the Human Rights Committee for each client
Volunteer
Education
Master of Public Health Education and Promotion in Public Health Education and Promotion
Loma Linda University
2003
Bachelor of Social Work in Social Work
Oakwood University
Skills
• Health Education Program Planning (5yrs)
• Case Management (26yrs)
• Social Work (26yrs)
• Crisis Management (26yrs)
• Public Health Administration (3yrs)
• Global Health Experience (3yrs)
• NGO Experience (3yrs)
• Operating Systems: Windows, Mac
• Other: Electronic Health Records
• Microsoft: Office, Project, PowerPoint, Publisher, and SharePoint Willing to relocate: Anywhere Authorized to work in the US for any employer
• Conflict management
• Supervising experience
• Conflict management
• Child protective services
• Hospital experience
• EMR systems
• Medical records
• Customer service
• Interviewing
• Data collection
• Leadership
• Quality assurance
• Project coordination
• SharePoint
• Teaching
• Curriculum development
• Training & development
• Analysis skills
Certifications and Licenses
QMHP Certification
Assessments
HR: Compensation & benefits — Proficient
March 2023
Knowledge of compensation and benefits programs
Full results: Proficient
Recruiting — Proficient
March 2023
Managing the candidate sourcing and selection process Full results: Proficient
Clinical judgment — Proficient
October 2020
Assessing a patient's condition and implementing the appropriate medical intervention Full results: Proficient
Customer focus & orientation — Proficient
July 2021
Responding to customer situations with sensitivity Full results: Proficient
Project timeline management — Proficient
October 2021
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Work style: Reliability — Proficient
November 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Attention to detail — Proficient
April 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Early childhood development — Completed
October 2022
Knowledge of the development of children ages 0-3 and of ways to foster that development Full results: Completed
Written communication — Proficient
April 2023
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
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