Case Management Customer Support

YULISSA PENA

978-***-**** ************@*****.***

Experienced and bilingual professional with over a decade of experience in case management, customer service, and social services. Proven ability to manage high caseloads, high call volume, assessments, and deliver client-centered solutions. Demonstrated strengths in communication, problem-solving, in both field based and remote settings. Skilled in documenting in electronic health records, developing care plans, and ensuring compliance with care management procedures. Experienced in navigating healthcare, housing, legal, and community support systems, while also delivering empathetic and effective customer support.

Education

Bachelor’s in Human Services

Fitchburg State College – 2006

Diploma

Lawrence High School-2001

Core Competencies

•Health & Social Needs Assessments

•Care Coordination & Resource Referrals

•Outreach & Follow-Up Documentation

•Customer Support & Communication

•Administrative Support

•Case Management Systems (e.g., Salesforce)

•Microsoft Office Suite (Outlook, Word, Excel)

•Field-Based & Remote Case Management

•Bilingual: English & Spanish Experience

Case Manager Specialist (Hybrid)

Lutheran Services Florida – July 2023 – Present

•Manage high caseload of families in long-term care, conducting monthly home visits and quarterly assessments.

•Create and maintain individualized care plans, ensuring coordination with community providers and internal teams.

•Provide education, referrals, and outreach to support client health, housing, and social service needs.

•Document customer interactions, issues and progress in the system, maintain accurate

records and ensuring visibility across the organization.

•Handle high volume incoming calls from the emergency hotline and resolve any issues.

Case Service Specialist (Remote/Contract)

Insight Global – BCFS Post Release Services, Texas Feb 2022 – Oct 2022

•Conducted psychosocial assessments and developed culturally competent care plans for high-risk minors.

•Successfully deliver services in a 100% remote environment, managing high volume amount of caseloads and client communication through phone and virtual.

•Coordinated medical, housing, legal, and social service referrals; tracked services using Salesforce.

•Maintain accurate records using Salesforce while adhering to confidentiality and Office of Refugee Resettlement compliance standards.

•Audit Cases

Child and Family Advocate / Domestic Violence Counselor

YWCA of Greater Lawrence – Lawrence, MA June 2014 – August 2018

•Delivered case management and referrals to address safety, financial, and healthcare needs.

•Partnered with court officials to assist clients with restraining orders and advocacy

services.

•Handle high volume incoming calls from the RAPE Crisis hotline.

•Provided consistent follow-up and documentation to support family stability and community re-engagement.

•Facilitated coordination with courts, shelters, and community health organizations.

Intensive Care Coordinator

Children’s Friends and Family Services – Salem, MA 2012 – May 2014

•Managed service coordination for families of children with behavioral and emotional health needs.

•Conducted home and community-based assessments to identify risks and track progress.

•Partnered with insurers and health providers to align services with care plans.

Assessment Social Worker / Emergency Response Worker

Department of Children & Families – MA May 2006 – Dec 2008

•Completed crisis assessments, documented outreach, and implemented intervention plans.

•Coordinated with local agencies and courts to ensure access to social and health services.

•Referred clients to housing, employment, health insurance and child care programs.

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