Marlene Navarro

adsp3e@r.postjobfree.com 413-***-**** Holyoke, Massachusetts

Self-motivated, result driven and dependable while achieving high performance with minimal supervision.

SKILLS

●Proficiency in Salesforce software

●Proficient using CMP (Care Management Platforms)

●Proficient using Virtual Gateway for state provided insurance references and information

●Excellent communication skills

●Bilingual in Spanish

●Client/Member-focused

●File/records maintenance

●Positive learning process

●Microsoft Office

●Results-oriented

●Service/Mission driven

EXPERIENCE

COMMUNITY HEALTH OUTREACH WORKER COMMONWEALTH CARE ALLIANCE - SPRINGFIELD, MA 11/2020 – CURRENT

●Assess social determinants of health and provide psychosocial evaluations at member visits

●Support efforts to decrease hospital readmissions and high emergency department use.

●Support member retention and connection to MassHealth benefits

●Actively participates in the evaluation of own performance and progress

●Participate in n-going education and training to improve skills

●Participate in CCA quality improvement efforts.

●Assist CCA management and leadership with the development, refinement and enhancement of clinical programs, initiatives, processes, policies, workflows, and projects.

●Participate in committees and workgroups that promote clinical excellence and help to advance CCAs mission and business objectives.

FRONT DESK ASSISTANT HAMPTON INN - CHICOPEE, MA 03/2017 – CURRENT

●Managed guest check-in and check-out procedures placed reservations and processed payments.

●Quickly and effectively resolved guest complaints and ensured that issues were addressed promptly.

●Coached new staff on correct procedures, compliance requirements and performance strategies.

●Developed lasting relationships with guests that built loyalty and drove hotel revenue.

●Completed administrative duties, such as running reports and making sure all data was entered in regard to guests’ requests, place work orders, and reported issues and complaints to manager as necessary reported per guests.

PATIENT SERVICE REP AND COMMUNITY HEALTH WORKER BAYSTATE MEDICAL CENTER - SPRINGFIELD, MA 02/2020 – 11/2020

●Scheduled appts for patients to meet with provider as requested per patient and or provider.

●Provided education to Patients and or Caregivers via phone or in person in patient homes on Geriatric syndromes, including fall prevention, home safety, and memory loss

●Made referrals as needed to the Alzheimer Association, local ASAP and other government agencies to can help support the patient in the community.

●Kept in regular contact with patients and or caregivers to build relationships and bridge the gap of communication at times between providers and patients.

●Participated in weekly team meetings including SW, NP, and RN to discuss patient panel and help provide input for patient care plan

●Insurance Verification/Request proof of insurance; verify using appropriate systems, initiates contact for financial counseling.

●Have an understanding of insurances and what they can provide to meet patient needs

●Receives and provides information as necessary while complying with policies and regulations (e.g. HIPPA).

●Provided interpreting services and instructions for patients and providers much of which includes medical terminology.

SALE ASSOCIATE BANANA REPUBLIC - HOLYOKE, MA 06/2003 – 02/2021

●Responsible to meet daily sales goals and open new accounts

●Monitor and maintain customer satisfaction at all times within the store.

●Ensured that stock of product was always replenished.

●Promoted brand by providing customers and potential customers with knowledge on the product.

●Collaborated with customer service team members to give outstanding service.

●Provided serviced to customer at registers as well as on the sales floor.

●Assisted with social media campaigns by taking quality photographs of product.

FAMILY SUPPORT WORKER CLINICAL & SUPPORT OPTIONS, INC - NORTHAMPTON, MA 09/2019 – 01/17/2020

●Provided community-based direct care services to children, adults, and families.

●Provided crisis stabilization, ongoing support and case management through the state's Children's Behavioral Health Initiative.

●Responsible for attempting to alleviate the youth's mental health issues and strengthen the family structures and supports.

●Carried a caseload of 12-15 families, or individuals and met with them on a weekly basis to make sure needs were being met.

●Completed scheduling duties to make sure all families were being supported according to the family’s needs.

●Met and responsible for meeting the billing requirements of a total of 120units (15min/unit) per mos.

●Completed documentation on each case and created care plans that outlined the individuals needs and care goals.

CARE MANAGER CAREGIVER HOMES - SPRINGFIELD, MA 10/2014 - 09/2018

●Managed intake process for new referrals through placement.

●Identified significant changes in consumer status and works with the care management team to conduct required assessments.

●Established and implements person-centered plan of care (POC).

●Oversaw consumer care through regular communication and home visits, including review of and supervision of personal care services.

●Completed daily review of case record documentation for accuracy, completeness, compliance, and timeliness and conducts follow-up as needed.

●Collaborated and communicated regularly with clinical team, agency and support services, primary care physician, and other medical providers to ensure timely and appropriate delivery of consumer services.

●Completed monthly home visits to follow up on consumer's needs and care that is being provided by caregiver at home.

●Utilized CMP (care management platforms), such as Salesforce, SAMI, and other company specific software, to document visits and any other type of communication made with family or providers.

BILINGUAL CARE MANAGER AND LONG TERM SERVICE COORDINATOR WEST MASS ELDERCARE INC. - HOLYOKE, MA 01/2010 - 10/2014

●Handled crisis situations with exceptional tact, enacting the best possible interventions for service and support.

●Protected patient information by adhering to strict confidentiality standards.

●Evaluated accuracy and compliance of all documentation and reports.

●Interviewed consumers to see whether or not they were eligible for home care based services on ongoing basis.

●Reassessed consumers for services every 6mos or as directed by state regulations and agency guidelines.

●Experience working in various departments within the agency such as, Care Manager for the Meals on Wheels, Adult Foster Care Dept, One Care program (MCO), and State Home Care programs.

●Completed appropriate referrals to community based services that a consumer would need, such as adult day health programs or behavioral health, to DME or VNA services as needed.

●Conducted home visits on monthly to twice a year basis depending on the program requirements.

ELL SOCIAL STUDIES TEACHER M MARCUS KILEY MIDDLE SCHOOL - SPRINGFIELD, MA 12/2008 - 01/2010

●Accomplished creating engaging daily lesson plans that address the expected outcomes of state and school district.

●Delivered lessons to the students through a variety of teaching methods, using differentiated instruction to accommodate children English and non-English speakers with different learning styles and disabilities

●Attempted to complete all state certification requirements such as MTEL testing

●Promoted learning by leveraging a range of traditional and modern strategies.

●Mentored, tutored, and instructed students in need of additional support.

●Updated attendance, grades, and other required documentation.

●Attended required training within the school year to enhance teaching ability and strategy to improve learning in the classroom.

EDUCATION AND TRAINING

Saint Michael's College Colchester, VT United States 2007

Bachelor of Arts: Sociology/Anthropology

Minor in Gender Studies

Multicultural Affairs Group Member

ACTIVITIES AND HONORS

●AmeriCorps Member, Construction Lead- SBP (St. Bernard’s Project)-Helping with the reconstruction of homes affected by Hurricane Maria in Puerto Rico - 2019

●Volunteered missionary trip to the Malayka House, an orphanage in Entebbe, Uganda -May 2007

●Active Member of the service team at local Church

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