Remote Customer Service Professional with Independent Proficiency

Belen Jimenez

Cell:510-***-****

E-mail:*********@*****.***

OBJECTIVE

To obtain a position as a Services Provider, Administrative Assistant or Cas Manager SKILLS&QUALIFICATIONS

I have extensive customer service experience which has provided me with the capability of handling multiple assignments along with heavy telephone volume. I am both highly organized and detail oriented. Through my years of experience I have proven my great work ethic, my love of working with a team, my passion of working with culturally-diverse populations, my great leadership skills and my outgoing

personality. With that said I have the ability to work independently with minimal supervision and am able to learn and retain new information quickly. I am familiar with Salesforce,Outlook, Word, Excel, and PowerPoint, CMIPS, CALWIN, WEBFILES, Nextgen Child Plus Platform and HMIS. I am also bilingual in both Spanish and English

EXPERIENCE:

Lifelong Medical Care- Case Manager 3 ( Supportive Housing Program- Housing Navigation) September 2024-June 2025

• To outreach, via telephone and in person at LifeLong, community and residential sites, to patients who meet case management program eligibility criteria or are prioritized by LifeLong for this service

• To proactively meet and engage with patients to build effective relationships and assess strengths and needs through use of standard intake, screening tools, and health, and social services records review

• To actively involve patients and caregivers, as appropriate, in designing and delivering services, including development of care plans, assuring alignment with patients’ values and expressed goals of care

• To provide facilitate referrals for internal and external resources, and collaborate with the patient to complete required applications, forms, or releases of information

• To maintain a patient caseload in accordance with LifeLong standards for the specific population served or site requirements

• To utilize data registries and reports to manage caseload, meet program requirements, maintain grant deliverables, and promote high quality care

• To provide health education and training to patients, including but not limited to, harm reduction and disease risk-mitigation strategies that empower patients to manage their own health and wellness (e.g. overdose prevention, mitigating spread of communicable diseases)

• To assist patients with accessing and retaining public benefits and insurance (e.g. MediCal, SSI/SSDI, CalFresh, General Assistance), and affordable/subsidized housing

• To respectfully and routinely communicate with patients, their care team members, external partners, and identified social supports

• To maintain knowledge of patients’ medical/behavioral health treatment plans and facilitate utilization of services by providing resources such as accompaniment, transportation, in-home care, reminder calls etc.

• To participate in team meetings to coordinate care, support patient goals, and reducing barriers to accessing services

• To provide case management services to patients with multiple complex acute or chronic medical or behavioral health conditions (e.g. HIV/AIDS, Hep C, congestive heart failure, severe diabetes, severe hypertension, psychosis, pregnancy, and homelessness)

• To provide general housing case management services that includes document readiness, housing problem solving, and assessments for Coordinated Entry System

• To assess patients to identify cognitive and/or behavioral health needs and provide brief interventions and short-term support using standardized tools and effective approaches for patient System Co-facilitate patient groups

• To provide intensive case management to a caseload size in accordance with site or program standards focusing on a subset of the highest acuity patients

• To provide specialized housing navigation services to patients who are matched to a housing resource through Coordinated Entry System

• To lead crisis intervention response, de-escalation procedures, notification of the local mental health department and/or crisis response team, and follow-up care

• To provide and document billable services to eligible populations that result in revenue generation for LifeLong

• To advocate on behalf of patients to get their needs met and/or support patients to learn advocacy strategies for themselves.

• To keep current on community resources and social service supports to effectively serve the target population

• To document patient contacts/services in required data systems (EHR, HMIS etc.) according to LifeLong policy

• To specific activities may vary depending on the requirements of the program and funder.

• To promote diversity, equity, inclusion, and belonging in support of patients and staff

• To represent LifeLong positively in the community and advocate on behalf of underserved populations

Bay Area Community Services (BACS)- Employment Coordinator June 2023-November 2023

● To assess plan, coach and advocate for employment programs members

● To find competitive Jobs for program members

● To manage caseload of 20 program members in their employment search

● To support general wellness and recovery plan for participants

● Document and maintain all data collection, reporting and charting records

● To assist with enrollment, conducts family interviews and assess family needs and strength Family Paths, November 2023- March 2023

● To engage CalWORKS clients and establish collaborative relationships toward the goal of employment in the chosen field.

● To conduct development and job activities following the individual placements & support

(IPS) Model.

● To write IPS support plans with clients incorporate input from the mental health team

● Attend all monthly IPS Learning Collaborative meetings

● Monitor and assist clients in maintaining their employment.

● To provide advocacy and support to employers as agreed upon by clients.

● To work cooperatively and effectively with community agencies, service providers, and the public on behalf of the client.

Spanish Speaking Unity Council- Family Advocate

August2022- October2022

● To assist with enrollment, conducts family interviews and assess family needs and strengths

● To provide resources and referrals to meet comprehensive family services in accordance with the family needs assessment and individualized family partnership agreement to the assigned caseload

● To conduct transitional plans for HS and CHs families and assist with children transition

● To maintain a caseload of up to 60 families

● To perform all enrollment and intake including HS and state

● To be in compliance with dates (30/45/60/90 day) all relevant enrollment program and transition(plans) forms are completed with the appropriate timeline To maintain a weekly log (CP) of all family contacts

● To create monthly parent calendars and fliers

A Better Way,Inc- Bilingual Parent Advocate

June 2019 - March 2021

● To attend Emergency Removal, Considered Removal, Case Planning and Review Child and Family Team (CFTs) meetings to help ensure that families’ concerns are heard and addressed

● To support parents with connecting to resources within their community to help parents address their basic needs and safety concerns.

● Clarify and demystify Child Welfare and Juvenile Court systems and argon for families ● To work with parents to address case plan requirements and develop positive relationships with their Child Welfare Workers; including participate in joint meetings between Child Welfare workers and parents

● Participate in weekly home visits and phone calls with parents in order to provide them with emotional and practical support as they navigate the Child Welfare system

● To assist parents with prioritizing their goals and case plan requirements.

● To serve as a role model by demonstrating effective communication skills with Child Welfare Workers, other County staff, and community partners To facilitate Parent Orientation Classes, informational classes orienting parents to the Child Welfare and Juvenile Dependency Court systems

● To facilitate icebreaker meetings between birth parents and resource parents ● Provide training to Alameda County Child Welfare Workers, Parent Attorneys and other community partners

● Co-facilitate Parent Support Groups and other parent training development events

● Participate in weekly individual and group reflective supervision

● Participate in required agency and county in-service trainings

● Maintain accurate case documentation and complete all paperwork by deadlines

● Meet and maintain all contract deliverables by deadlines

● Communicate daily schedules and plans clearly to supervisor and other relevant parties ● Maintain close contact with supervisor through email and cell phone contact (equipment provided)

● Perform all other duties as necessary for the good of the agency and program LAO Family Community and Development, INC – Case Manager Job Developer

April 2018 – May 2019

● Target prospective employers with job openings at reasonable starting wages with fringe benefits

● Provide employer orientations on project value, goals with target population profile, written agreements, and other technical supports

● Community outreach to provide information, develop employers’ contact including private and public sectors to ascertain employers’ need

● Maintain existing employer contracts and continue to develop new businesses in the local area to expand employer’s directory

● Conduct survey with employers and participants following placement to ensure job stability

● Build trust, maintain good relationship, and network with new businesses Network and teamwork with employment unit team, other components, and other services providers

● Lead job search, workshops, orientation session, interview, one-on-one and small group counseling

● Develop resumes, cover letters, individual employment plans, identifies participant needs to determine appropriate job interest to secure job placement

● Job coaching, job counseling, coordinate with the preceding activities with client referral sources to facilitate employment strategy

Counsel clients individually and in groups for job search strategies, interviewing skills, and other topics to assist program participants to enter the job market, retain employment and/or advance in their job or career

● Recommend and develops training plan for participants, refers participants to appropriate training resources, and negotiates and monitors all contracts

● Collect time sheets, employment verification letters, and pay stubs as proof of client job placement. Perform necessary post-placement and post-exit to ensure participant job retention longevity

● Perform tracking of participants, input data, daily log, case notes, and job activities into internal database

County of Alameda - In Home Supportive Services (IHSS) Specialist Clerk

January 2017- October 2017

● Entered data, payroll activity, printed and sent time sheets, enrollment packets and answered telephone, (PII) with documents, D.O.J clearance or denial.

● Scanned batch and index documents, sort and distribute departmental forms, documents, and reports.

● Perform other related clerical or other duties as requested, such as filing numerically and alphabetically in a proficient manner.

● Operates a variety of office equipment and data retrieval equipment, including personal computers or terminals, printers, teletype, data log and FAX machines.

● Codes various pieces of information from source documents before entering data or information into a computer system.

County Of Alameda –Social Services Agency

Clerk

October 2016- January 2017

● Utilized a touch screen kiosk station to provide assistance to clients with ordering new Electronic Benefit

● Transfer (EBT) or Medical Cards for state eligible recipients; probed skillfully to identify the need specific data by soliciting sensitive personal Identifying information (PII);

● Identify and recognize clients’ needs when others are reluctant to provide full, detailed information; Routinely walks around to see how people are doing and to hear about any problems they are encountering.

● Research systems to ensure clients are not receiving aid in other counties(ies); process routine inquiries on case histories, as requested; confirm all entries on the MEDS Network; and alert investigative staff regarding possible fraudulent situations.

Notice discrepancies and inconsistencies in available information; Complete entries and maintain records of specific contacts, various logs; Open, inspect, sort and stamp incoming mail by unit or department, deliver incoming mail to established locations and at the same time pick up outgoing mail for further distribution on a scheduled route.

● Operate a postage metering machine for outgoing U.S. mail. Operate letter opener. EDUCATION

City College of Berkeley CA

August 2008

Berkeley Adult G.E.D Certificate

March 2006

VOLUNTEER

Berkeley Head Start (YMCA) –Spanish interpreter volunteer

●Followed ethical codes that protect the confidentiality of information; Translated messages simultaneously or consecutively into Spanish; Listen to speaker's statements to determine and to prepare translation; Read and wrote; Conducted orientations for Spanish speaking families; Fallow set agency procedures; Typed letters in Spanish; Read documents in Spanish and translated to families; Helped translate letters to families.

Counsel clients individually and in groups for job search strategies, interviewing skills, and other topics to assist program participants to enter the job market, retain employment and/or advance in their job or career

● Recommend and develops training plan for participants, refers participants to appropriate training resources, and negotiates and monitors all contracts

● Collect time sheets, employment verification letters, and pay stubs as proof of client job placement. Perform necessary post-placement and post-exit to ensure participant job retention longevity

● Perform tracking of participants, input data, daily log, case notes, and job activities into internal database

County of Alameda - In Home Supportive Services (IHSS) Specialist Clerk

January 2017- October 2017

● Entered data, payroll activity, printed and sent time sheets, enrollment packets and answered telephone, (PII) with documents, D.O.J clearance or denial.

● Scanned batch and index documents, sort and distribute departmental forms, documents, and reports.

● Perform other related clerical or other duties as requested, such as filing numerically and alphabetically in a proficient manner.

● Operates a variety of office equipment and data retrieval equipment, including personal computers or terminals, printers, teletype, data log and FAX machines.

● Codes various pieces of information from source documents before entering data or information into a computer system.

County Of Alameda –Social Services Agency

Clerk

October 2016- January 2017

● Utilized a touch screen kiosk station to provide assistance to clients with ordering new Electronic Benefit

● Transfer (EBT) or Medical Cards for state eligible recipients; probed skillfully to identify the need specific data by soliciting sensitive personal Identifying information (PII);

● Identify and recognize clients’ needs when others are reluctant to provide full, detailed information; Routinely walks around to see how people are doing and to hear about any problems they are encountering.

● Research systems to ensure clients are not receiving aid in other counties(ies); process routine inquiries on case histories, as requested; confirm all entries on the MEDS Network; and alert investigative staff regarding possible fraudulent situations.

Notice discrepancies and inconsistencies in available information; Complete entries and maintain records of specific contacts, various logs; Open, inspect, sort and stamp incoming mail by unit or department, deliver incoming mail to established locations and at the same time pick up outgoing mail for further distribution on a scheduled route.

● Operate a postage metering machine for outgoing U.S. mail. Operate letter opener. EDUCATION

City College of Berkeley CA

August 2008

Berkeley Adult G.E.D Certificate

March 2006

VOLUNTEER

Berkeley Head Start (YMCA) –Spanish interpreter volunteer

●Followed ethical codes that protect the confidentiality of information; Translated messages simultaneously or consecutively into Spanish; Listen to speaker's statements to determine and to prepare translation; Read and wrote; Conducted orientations for Spanish speaking families; Fallow set agency procedures; Typed letters in Spanish; Read documents in Spanish and translated to families; Helped translate letters to families.

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