Social Media Case Management

LISA WILCOX

Greenwood, DE 302-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Motivated and adaptable professional with strong interpersonal and technical skills. Experienced in case management, client advocacy, administrative support, social media management, retail service, and data entry. Proven ability to work independently, learn quickly, and deliver exceptional service.

SKILLS

Software/Tools: Microsoft Office, Google Docs, Salesforce, Lawmatics CRM, CMS, MARX, Ocrolus, Medicaid Application Portal, Cisco Phone Systems

Core Competencies: Case Management, Client Advocacy, Eligibility Review, Data & Order Entry, Social Media Management, Conflict Resolution, Customer Service

PROFESSIONAL EXPERIENCE

Aetna / CVS Healthcare – Remote, DE

Case Management Analyst Dec 2024 – Present

Coordinate healthcare services for complex member cases.

Collaborate across teams to ensure effective care plans.

Analyze data to identify trends and improve outcomes.

Advocate for member needs and benefits.

Member Advocate Dec 2023 – Dec 2024

Delivered responsive member support via calls and emails.

Explained policies, benefits, and available healthcare resources.

Resolved inquiries and documented feedback for process improvement.

Waypoint Legal – Freehold, NJ

Medicaid Specialist Oct 2022 – Oct 2023

Evaluated Medicaid applications for eligibility and compliance.

Guided clients through submission and renewal processes.

Maintained HIPAA-compliant documentation and case files.

The Family Worship Center – Hartford, CT

Executive Secretary & Social Media Manager Jan 2018 – Dec 2022

Oversaw administrative duties including scheduling and records.

Managed and grew engagement across social media platforms.

Organized community outreach and special events.

Various Retail Stores – Hartford, CT

Customer Service Representative Jan 2014 – Dec 2018

Supported customers with transactions, returns, and inquiries.

Operated POS systems and maintained merchandise displays.

Addressed and resolved service concerns efficiently.

Independent Contractor – Remote

Data Entry & Order Entry Specialist Jan 2012 – Dec 2016

Entered customer data, processed orders, and maintained digital records.

Created reports and invoices; ensured accuracy and timely submission.

EDUCATION

Bryan University (09/2024)

Business Administration Certificate

CERTIFICATIONS & LICENSES

Life Insurance License – Delaware & Pennsylvania

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