Service Delivery Program Manager
Resume:
Frances Serrano-Lux
Clearwater, FL *****
****@********.**.***
Professional Summary
•Master's level of Social work with experience in Human Services settings and MCO
•Adept in case management, care coordination, discharge plan, community referrals
•Effectively leverages resources to create exceptional outcomes, and embrace change
•Excellent oral and written communication skills
•Ability to exercise discretion, respect privacy and maintain confidentiality
•Ability to effectively interact with and/or influence people of diverse backgrounds
•Strong organizational/time management skills and the ability to meet deadlines
•Bilingual in English and Spanish
Professional Experience
Guardian Ad Litem 10/2018 to Present
Associate Child Advocacy Manager
• Consulting with attorneys, senior chilld advocates, and members of the child adovacacy team providing the highest community advocacy protecting each child's rights and best interest
•Visiting or consulting with assigned caseload children, caregivers, schools or service providers
•Responsible for 25 to 40 children visits a month
•Gathering and documenting pertinent information
•Utilizing the organization's data base and reporting systems
Humana, Inc. 8/2011 to 4/2018
Behavioral Health Clinical Advisor (Social Worker)
•Telephonically assess Medicare, Commercial or Group Account members in 7 domains of functioning
•Responsible for 30 – 40 caseloads per week
•Evaluate member needs and requirements to achieve and/or maintain optimal wellness state
•Guide members and their families towards and facilitate interaction with resources appropriate for the care and wellbeing of members
•Work in collaboration with a multi-disciplinary team, employing a variety of strategies, approaches and techniques to manage member physical, environmental and psycho-social health issues.
Pinellas Village /Catholic Charities 4/2010 to 7/2011
Program Manager
•Planned, coordinated, and managed family support services for single parent housing
•Supervised 4 program staff with varying responsibilities
•Developed and marketed program services throughout the county
•Conducted evaluations of program’s effectiveness including process and outcome measures and standard of care
•Assisted in the development of the program budget
Citizens Alliance for Progress, Inc 4/2007 to 4/2010
Program Director (Field/Office)
•Developed and implemented new programs.
•Planned, directed and coordinated service delivery to families in the center.
•Monitored program measureable objectives to ensure compliance.
•Evaluated program staff and established work plans, assigned and directed work.
•Recruited, trained and scheduled all volunteers and maintained confidential personnel files. Represented the organization in the absence of the Executive Director.
•Attended meeting and provided leadership to various committees.
Education
Rutgers University, New Brunswick, NJ Masters in Social Work
Queens College, Flushing, NY Bachelors of Art, Elementary Education
Certification/Volunteerism
Notary Public Expires 03/2024
Evara Health (formerly Community Health Centers of Pinellas) Board Member 2008-2022
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