Case Management Quality Assurance
Resume:
Yuleisi Dasilva-Parvattan
Case Management Professional
**************@*******.*** • 240-***-****
LinkedIn URL • Fayetteville, PA
Active Security Clearance
Dynamic and detail-oriented professional with extensive experience ensuring service quality and operational excellence across healthcare, disability support, and residential programs. Strong background in case management, program coordination, team leadership, and staff empowerment. Proven ability to assess complex needs, manage large caseloads, provide client-centered support, and develop personalized care plans that promote patient well-being. Well-versed in analyzing performance metrics, implementing corrective actions, and mitigating compliance risks. Aptitude for conducting in-depth analysis and internal audits, translating data into actionable insights, and facilitating informed decision-making while working in fully remote environment. Areas of Expertise
● Case Management
● Crisis Intervention & Prevention
● Behavior Intervention Strategies
● Client Advocacy & Care Coordination
● Data Analytics & Reporting
● Data-Driven Decision-Making
● Continuous Process Improvement
● Conflict Management & Resolution
● Team Leadership & Collaboration
● Quality Assurance & Risk Mitigation
● Social Services & Mental Health Support
● Administrative Support & Documentation
Professional Experience
MMARS (Medical Management & Rehabilitative Services), Baltimore, MD Compliance Monitor
November 2018 – Present
Drive regulatory compliance and quality assurance across program operations by conducting internal audits, reviewing case documentation, and tracking performance against compliance metrics. Review and distribute quality enhancement reports to supervisors to ensure timely acknowledgment and compliance with corrective actions. Conduct frequent internal audits and in-depth case reviews, including billing analysis and review of service documentation for accuracy. Collaborate with team liaisons to provide guidance and execute miscellaneous quality and compliance tasks. Monitor ATP and appeal cases, facilitating participants in initiating appeals process as per policy guidelines.
• Conducted monthly satisfaction calls to 20 participants, following up with supervisors to advise on non-compliance concerns.
• Audited participant contact frequency to meet monthly communication standards and documented outcomes in SPM system.
• Identified compliance issues and reported findings to program and QE manager, monitoring resolution actions taken by supervisors.
• Verified timeliness of support planners’ face-to-face meetings and confirmed quarterly in-home visits occurred within 90-day intervals. Center for Social Change, Baltimore, MD
Program Coordinator
January 2017 – January 2019
Coordinated residential support programs for individuals with mental disabilities across eight group homes, ensuring service quality, safety, and compliance. Supervised team of 40+ staff, overseeing scheduling, conflict resolution, and performance. Collaborated on individualized care planning and implemented behavior intervention strategies aligned with clinical assessments and organizational standards.
• Ensured strict compliance with CARF standards and internal quality assurance protocols.
• Co-authored and maintained IPPs, delivering clear guidance to staff on participant care goals and behavior support strategies.
• Implemented crisis prevention and intervention methods, reducing behavioral incidents and enhancing participant well-being. Page 2 2
Call for Health, Baltimore, MD
Representative Manager
May 2016 – May 2017
Supervised diverse team of patient service representatives, overseeing daily workflow, performance metrics, and quality assurance across multiple clinical locations. Facilitated patient access to care through insurance navigation, bilingual appointment coordination, and application assistance. Led process improvement efforts through data analysis and performance reporting.
• Improved team output and patient satisfaction by identifying workflow gaps and implementing corrective actions.
• Ensured adherence to service standards and operational efficiency by strategically managing team of 5–10 representatives.
• Scheduled medical and dental appointments in English and Spanish, supporting patient engagement across diverse communities. Towson University, Baltimore, MD
Community Center Assistant
August 2013 – March 2016
Supported daily operations within campus housing facilities, ensuring accurate record-keeping, resident engagement, and community safety. Provided front-line support to students, staff, and visitors, while assisting with crisis prevention and building security protocols. Participated in development and execution of crisis prevention strategies, fostering supportive campus environment.
• Delivered exceptional customer service by addressing inquiries from residents, guests, and university personnel.
• Enforced building security procedures, including resident ID verification, to enhance safety across residential facilities.
• Maintained detailed records for campus housing residents, supporting administrative accuracy and housing assignments. Education
Bachelor of Science in Biology
Towson University, Baltimore, MD (May 2016)
Certifications & Training
Certified Case Manager
Technical Proficiencies
Microsoft Office Suite: Excel, Word, PowerPoint
Languages
Spanish English
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