Case Management Service Delivery

Desiree Santana

*** ******** ** #** *****, NY, **475 adz8xd@r.postjobfree.com 347-***-****

Profile

Bilingual (English/Spanish) Extensive experience in the Healthcare Industry, exceptional presentation, negotiation, and leadership qualifications. Proven accomplishments in service delivery, office management, program planning, project management, development, and problem resolution. Strengths

Client/Patient Case Management Patient/employee complaints resolution Manage and adhere to program budgets, meet contract targets, and monitor expenses. Ensure that the safety and service needs of clients and families are met Strong ability to analyze problems, identify and consider potential solutions, and make timely recommendations. Works with others to effectively address issues.

Ability to multi-task with a strong sense of urgency with time-management skills. Ensures department forms are available (this would be department specific). Contributes to team effort by accomplishing related tasks and providing needed results. Coordinates with department staff to compile reports and documents. Performs other duties as assigned; Enthusiastic and Results orientated Skills Summary

Management Ensured smooth administration of training and operations in a fast-paced office Supervises and coordinates administrative activities. Performed all necessary supervisory functions effectively and efficiently. Utilized interpersonal & communication skills when assisting staff with difficult callers Works with others to effectively address issues.

Client Care Service Excellent customer service skills, and extensive background coordination of patient navigation requirements. Utilized courteous and professional communications with clients and subordinates Continuously met or exceeded mandated quotas. Brainstormed with a team to identify strategies for improved efficiency & and patient flow.

Education

Monroe College, King Graduate School, Bronx, N.Y. April 2012 Master of Business Administration, Healthcare Administration GSI Home Health System /Bronx Accountable Health Care Network Health Home (BAHN) Lead Inspection/Renovator Initial -Certificate of Completion December 2017 Poison Control Certificate- Training December 2017 Mental Health First Aid USA Certificate October 2018 Psychological First Aid- November 2018

Naloxone overdose program Certification November 2018 Substance Use & Relapse Prevention Certificate of Completion February 2019 Action Planning for Prevention & Recovery of the Peer Specialist training January 2018 GSI Health/Bronx Accountable Health Network (BAHN)- Health Home Program February 2019 AIDS Institute Reporting System- NY June 2021

NYC DFTA -Peer Place June 2023

1

Desiree Santana

100 Benchley PL #5L Bronx, NY, 10475 adz8xd@r.postjobfree.com 347-***-**** Employment Background

Jewish Association Serving the Aging (East Bronx Case Managment) June 2022- Present Social Worker II-Conduct Intake screening of client eligibility, and provide advocacy in securing benefits and entitlements. Coordination of services such as transportation, homecare services, meals on wheels, public assistance, Medicare, Medicaid, emergency cash relief, legal aid, protective services, medical and psychiatric examination and therapy, housing, etc. Evaluation of clients' capacity to manage their own affairs and protect themselves from financial exploitation. Assistance in securing needed and legitimate financial management or guardianship arrangements.

The Dwelling Place of NY- NYC Women’s Shelter January 2022- May 2022 SENIOR CASE MANAGER- Maintain a privately-funded 15-bed transitional residence for homeless women. I conduct initial intake interviews with new referrals from the District Attorney’s office, Community Police Dept from catchment areas, NYC Hospital Social Workers, and emergency rooms. I conduct assessments of physical and mental health, wellness, and needs. I assist with the development of the client's care plan. I work closely with our supportive network, health care, and mental health providers to put care plans in place. I record all the client’s progress and generate with the client a client-centered plan of action. The client and I meet regularly and adjust the Individual Plans as needed to fit their needs. During the time the clients remain at the facility, I assist with their housing packages/applications. I discuss and conduct mock housing interviews prior to their interview dates.

The Doe Fund - Jerome Avenue Supportive Housing June 2021- January 2022 HRA/HASA SENIOR CASE MANAGER-Maintained a caseload of the most vulnerable individuals who require specialized services and provide supportive case management services to them. Oversee and provide assistance with the development and facilitation of therapeutic groups for residents. Maintain resident records in compliance with agency and funding standards. Conduct and review assessments. Develop and implement individual Service Plans and assist residents with achieving their goals geared towards self-sufficiency. Monitor and ensure residents are linked to healthcare providers. Provide counseling and crisis intervention as necessary. Assist residents in securing and maintaining benefits. Maintain a liaison with community services including hospitals, substance abuse treatment programs, HRA, and mental health programs. Monitor and assist residents with rent payments and budgeting. Conduct regular unit inspections. Assist with completion of reports as needed.

BronxWorks - The Living Room (Drop-In Center) June 2019-June 2021 MICA CASE MANAGER - Conducted initial intake with the outreach team. Managed a caseload of approximately 20-25 clients at a time. Monitor and document client progress toward service plan goals. Worked with clients to determine goals and strategies to achieve these goals. Documented all interactions with, or on behalf of, clients. Maintained familiarity with program resources available on- and off-site. Coordinate client services with other social services, mental health, medical, legal, employment, educational, childcare, and other providers. Conduct case conferences with clients and service providers as needed. Report to, and meet with, the supervisor on a weekly basis. Perform additional duties as assigned. Ensure that clients have maximized income/benefits available. Communicate with collateral contacts on clients’ behalf. Build positive working relationships with service providers such as HRA, ACS, legal aid, and education professionals. Provide direct services to clients, including intake, engagement, assessment, service plan development, referral, advocacy, counseling, exit summaries, and follow-up. Manage a caseload for a diverse client population. Monitor and document client progress toward service plan goals. Provide trauma-informed services to clients and their families, including intake, engagement, assessment, service plan development, referral, advocacy, counseling, and follow-up.

2

Desiree Santana

100 Benchley PL #5L Bronx, NY, 10475 adz8xd@r.postjobfree.com 347-***-**** Nazareth Housing /PAT Supportive Housing (Bronx, NY) April 2014-Sept 2018 SUPPORTIVE HOUSING SITE DIRECTOR Site Director for a 20-unit supportive housing building and maintenance department. Maintained building code regulations, and all inspections. Conducted all unit inspections, and responded to tenant inquiries and repairs. Maintained records of rent transactions, and subsidies. Verified and completed TIC, and lease signings. Responsible for urgent needs, service programming, operations, distribution, and donations. Developed recovery resources for community fire victims with urgent needs. Internal /External liaison between organization and suppliers including discussions on key terms, conditions, and major building projects as required. Handled supplier relations management, including evaluation of supplier performance, assisting in resolving problems, and verifying deliverables. Interacts with supplier’s sales and contract teams maintain a professional relationship, supports and provides the required amount of community services needed.

FEMA- Federal Emergency Management Agency/DHS NY REGION II January 2012 – July 2013 EXECUTIVE ASSISTANT -Maintained operational and planning activities related to all aspects of Recovery Coordinated Groups. Monitored electronic files, managed employees’ accountability operations records, tracked deadlines. Managed projects, maintained calendars, scheduled meetings, organized events. COORDINATION SPECIALIST Managed team of 7 FEMA Corp representatives. Assigned team to perform project evaluations and studies that require analysis of interrelated issues (effectiveness, efficiency, and productivity of mission-oriented disaster recovery programs and responses). Supervised identifying trends and activities, collaborated to create reports, spreadsheets, and summaries for affected impacted communities, and developed procedures to manage future disasters. COMMUNITY RELATIONS SPECIALIST Engaged in outreach with primary agency representatives, examined ways to monitor activities, and offered opportunities for collaboration. Established and maintained positive working relations with the disaster victims in affected communities. Collected, disseminated information, and made referrals as needed in affected communities. Identified potential issues within the communities and reported them to the appropriate program area, documented and submitted daily reports. 3

Contact this candidate