Client Services Case Manager

LITHONIA, US, ***** • **********@*****.*** • 678-***-****

YVETTE PERRY

Benefits Professional

PROFESSIONAL SUMMARY

Highly qualified client services professional with over 20 years of experience in Healthcare, Implementation, Retirement Services, Payroll, Employee Benefits, Onboarding, and Sports Officiating. Known for creative problem-solving and thriving in dynamic, multi-project environments. Excels in collaborative settings, aligning with your company's commitment to teamwork and excellence.

EMPLOYMENT HISTORY

GIG ADVOCATE - BENEFIT SERVICESSep 2024 - Nov 2024

Business SolverWest Des Moines, IA

• Handle inbound calls from active employees and retirees regarding their open enrollment benefits, password resets, and dependent verifications.

• Manage beneficiary changes, life events, terminations, beneficiary changes.

• Monitor QMSCO, termed in error, STD, and other reports as needed.

• Communicate with carriers and team members receiving benefits to notify them of changes in coverage and to resolve problems.

• Administer and monitor Annual Open Enrollment Process.

• Assist clients with resolving issues related to their benefits, claims, and other inquiries.

• Maintain accurate records of client interactions and follow up on pending issues.

• Participate in training sessions to stay updated on company policies, procedures, and new services. ASPAA certification in progress.

• Meet and exceed performance metrics set by the company.

PUBLIC BENEFITS SPECIALISTFeb 2024 - Jul 2024

PATH Veteran Services - SSVF TEAMLos Angeles, CA

• Provided targeted support for benefits advocacy to individuals at risk of or are experiencing homelessness.

• Worked alongside the multidisciplinary PATH team and closely with PATH’s community partners.

• Provided field-based, direct client services to ensure the highest possible rate of success when submitting benefits applications.

• Assisted eligible veteran clients with applying for and obtaining a variety of mainstream benefits.

• Worked with clients’ previous health and mental health care providers to build comprehensive applications.

• Contributed to the assigned team, and actively participated in team meetings, process improvements, and other special projects.

• Collaborated with and supported all team members and followed through on initiatives and assignments as directed.

• Assisted with case management duties as needed to meet team goals.

CASE MANAGER – BRIDGE TEAMSep 2023 - Feb 2024

LHH Recruitment Solutions/PATH SSVF TEAMLos Angeles, CA

• Helped program participants break the cycle of homelessness and work towards housing stability by providing field-based supportive services including outreach, linkage, and retention services. Responsibilities of the Case Manager include:

• Provided mobile case management services such as assistance with independent living and money management skills, employment linkage, benefits establishment, and linkage to community providers for substance use, mental health, and primary health care.

•Tracked intake, contact and temporary financial assistance in the Client track HMIS tracking system in a timely and accurate manner.

•Provided eligibility screening and assessment to veterans and collects and maintains accurate and detailed records.

•Coordinated and monitored all aspects of service delivery including intake, assessment, recommendations on housing stabilization, treatment planning, budgeting, case conferences, referrals for adjunctive services, family meetings, group work, individual counseling, advocacy, and liaison with other community agencies.

•Conducted crisis and risk assessments and provided crisis intervention services focused on enhancing the client's ability to independently problem-solve, utilize effective coping skills, and manage and self-coordinate own care.

•Ensured all participants are recertified as required by the grant guidelines.

•Tracks intake, contact and temporary financial assistance in the Client track HMIS tracking system in a timely and accurate manner.

•Maintaining documentation standards under program contracts.

IMPLEMENTATION SPECIALIST II – SPINS AND MERGERSMar 2022 - Aug 2023

ADP LLCLa Palma, CA

• Responsible for the quality implementation and set up of ADP’s spin solution to meet client and HR/Benefits business requirements.

•Primarily focused on SaaS software setup, delivery and training of ADP Works Software

• Analyzed and understood the client’s payroll, benefits, and HR needs.

• Trained, tested, and validated payroll and additional services with the client.

• Managed various accounts from project initiation, enrollment, to close.

• Managed project risks and escalations to resolution.

• Established project timelines during implementation initial calls.

CASE MANAGER – CUSTOMER SUPPORTDec 2020 - Jan 2022

Karl Storz EndoscopyEl Segundo, CA

• Answered incoming ACD calls according to published schedules.

• Input orders and RMAs into the ERP system for product repairs and exchanges.

• Fulfilled customer requests including orders, pricing, substitutions, pro-forma invoices, repairs, trades and loaner equipment.

• Managed the business expectations and experience for approximately 20-30 sales executives.

• Conducted situational research for customer problem resolution.

• Performed necessary follow-ups related to order management.

• Initiated new account creation requests for customers and field colleagues.

• Prepared credit and debits when required.

• Partnered with cross-functional departments to resolve customer issues and questions.

OFFICE CLERK (CONTRACT ASSIGNMENT)Jun 2020 - Dec 2020

U.S. Census BureauLos Angeles, CA

• Responsible for greeting persons entering establishment, determining nature and purpose of visit, and directing or escorting them to specific destinations.

• Operated telephone switchboard to answer, screen, or forward calls.

• Scheduled appointments and maintained and updated appointment calendars.

• Performed administrative support tasks.

• Filed and maintained records.

• Analyzed data to determine answers to questions from customers or members of the public.

• Collected, sorted, distributed, or prepared mail, messages, or courier deliveries.

IMPLEMENTATION COORDINATORDec 2014 - Mar 2020

IMPLEMENTATION COORDINATORDec Los Angeles, CA

• Implemented customer implementations related to renewals and plan change transactions for Large Group accounts.

• Conducted training and customer support throughout the renewal process.

• Audited sales documents to confirm data is whole and correctly populated.

• Prepared plan materials including implementation welcome, overview and project plan.

• Coordinated cross-functional implementation meetings.

• Managed projects related to implementation, and acted as liaison between Sales and downstream partners.

• Developed and implemented tracking mechanisms and tools for account implementations.

EDUCATION

MASTER OF SCIENCE IN ORGANIZATIONAL MANAGEMENTJan 1998 - Aug 2000

Pfeiffer University at CharlotteCharlotte, NC

BACHELOR OF ARTS IN ENGLISHAug 1994 - Dec 1997

University of North Carolina at CharlotteCharlotte, NC

SKILLS

Customer Support (Expert), Problem Resolution (Expert), Documentation (Skillful), Training (Experienced), Benefits Administration (Experienced), Case Management (Experienced), Implementation (Experienced), Project Management (Experienced), Data Analysis, Process Improvement, Conflict Resolution (Expert), Regulatory Compliance, Team Leadership (Expert), Performance Metrics, Risk Management.

ADDITIONAL INFORMATION

TECHNICAL SKILLS

Aegis • Microsoft Suite 365 • Citrix • UKG • SharePoint • Salesforce • Workforce Now • Web Ex • Google Sheets • Microsoft Teams • File Bound • HMIS • ADP Workforce Now

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