Certified Community Health Worker & Case Manager
Resume:
Erika Coffield
Case Manager,Outreach Representative II,Certified Community Health Worker
II - Johns Hopkins HealthCare.( Optum) United Healthcare Glen Burnie, MD 21061 443-***-**** *************@*****.*** Professional Summary
More than 15 years in healthcare. Certified Community Health Worker with expertise in Outreach, Patient Advocacy, Case Management. Skilled in Medical Terminology, Data Entry, Chronic Health Conditions, (SDOH)Social Determinants of Health, State Hedis Measures.
Work Experience
Certified Community Health Worker
JOHNS HOPKINS HEALTH PLANS Hanover, MD
October 2024 to October 2025
• Maintain assigned client caseloads and initiate the development of a care plan with client and healthcare provider implementation.
• Collaborate with doctors and nurses to align care, deliver strategies to reduce gaps in care.
• Provide telephonic outreach to members regarding coordination of services, community government support programs, enroll members in (CHW) monitoring (SDOH) connecting with needed resources and educational programs.
• CHW building cohesive relationships with members and their medical providers. CERTIFIED COMMUNITY HEALTH WORKER (REMOTED)
UNITED HEALTHCARE Columbia, MD
May 2016 to April 2024
• Coordinated patient care plans using EMR, EHR, Epic, provider portals and documenting patient s inactions.
• Conduct field visits and coordination of appts & transportation.
• Provide patient education and complete PHQ-9, TOC, assessments efficiently.
• Work independently, flexible and ability to get things done.
• Recognize sensitive diverse situations, making appropriate decisions with compassion.
• Extensive travel to clinic sites, nursing homes, hospitals, providers offices.
• Utilizing good judgment, in triaging and documenting, more complex enrollee issues and all activities and functions directed towards supporting priority health enrollees, also knowing when to get professional intervention. Certified Community Health Worker
(REMOTED)UNITED HEALTHCARE Columbia, MD
May 2016 to April 2024
• Coordinated patient care plans using EMR, EHR, Epic, provider portals and documenting patient s inactions.
• Conduct field visits and coordination of appts & transportation.
• Provide patient education and complete PHQ-9, TOC, assessments efficiently.
• Work independently, flexible and ability to get things done.
• Recognize sensitive diverse situations, making appropriate decisions with compassion.
• Extensive travel to clinic sites, nursing homes, hospitals, providers offices.
• Utilizing good judgment, in triaging and documenting, more complex enrollee issues and all activities and functions directed towards supporting priority health enrollees, also knowing when to get professional intervention. OUTREACH REPRESENTATIVE 11, COMMUNITY HEALTH WORKER 11 JOHNS HOPKINS HEALTHCARE Glen Burnie, MD
October 2011 to May 2016
• Utilized hedis measures and value-based purchasing requirements to ensure state insurance members receive annual primary care, gynecological and preventive services.
• Document patient interactions and case notes into Epic, Microsoft office tools to support case resolution tracking.
• Represented outreach efforts at provider sites and complete health screenings to connect enrollees with appropriate services.
• Prioritized workload for self, trained and supervised new hires in a limited capacity.
• Assist Special Needs Coordinator with achieving 100% for hedis measures that were mandated through the state of Maryland.
• Maintained a caseload of 30 to 50 members with excellent organizational skills and a thorough knowledge of cpt codes and understanding medical terminology.
Outreach Representative 11
COMMUNITY HEALTH WORKER 11 JOHNS HOPKINS HEALTHCARE- Glen Burnie, MD October 2011 to May 2016
• Utilized hedis measures and value-based purchasing requirements to ensure state insurance members receive annual primary care, gynecological and preventive services.
• Document patient interactions and case notes into Epic, Microsoft office tools to s upport case resolution tracking.
• Represented outreach efforts at provider sites and complete health screenings to connect enrollees with appropriate services.
• Prioritized workload for self, trained and supervised new hires in a limited capacity.
• Assist Special Needs Coordinator with achieving 100% for hedis measures that were mandated through the state of Maryland.
• Maintained a caseload of 30 to 50 members with excellent organizational skills and a thorough knowledge of cpt codes and understanding medical terminology.
Certified Community Health Worker
UnitedHealthcare
Education
Certification
Child Development Anne Arundel Community College October 1997 to Present
Adult and Pediatric First Aid/CPR/AED
American Red Cross Training Services
November 2025 to November 2027
Certified Community Health Worker
Maryland Department of Health
November 2021 to November 2023
High school diploma
Anne Arundel Community College Arnold, MD
October 1997
Organized Communication Skills (High School Diploma) Chesapeake High School Pasadena, MD
August 1990 to June 1994
Skills
Public relations Health information regulatory compliance Home & community care Regulatory compliance Research Team management Health insurance policy knowledge Health screenings HMO health insurance Community advocacy Early childhood education Experience with individuals with cognitive disabilities Disability insurance knowledge Social media platforms Health education Phone communication Client-centered treatment planning Microsoft PowerPoint Client base expansion Utilization data reporting Resource allocation assessment for utilization management Microsoft Office Progress documentation Interpersonal skills Inside sales Infant care Medicare Medical billing Content management systems Women's health and reproductive patient care Rehabilitation center experience Assisting with diagnostic tests and procedures Content writing Caregiving Community health & wellness Social work Desktop applications Achieving HIPAA compliance Medical administrative support Medical insurance coverage verification Event coordination Medicaid Typing Patient interaction Child welfare Administrative experience Clinical assessment documentation ICD-9 Public presentations for community outreach Leadership Providing care for clients - Clients cared for monthly (More than 10 people) Health insurance company experience English Medical Records First Aid Certification Teamwork Data interpretation Individual counseling State-specific medical credentialing regulations Systems & applications support E-learning (training delivery method) Computer networking Home health Computer operation Implementing patient education initiatives - Patient education initiatives implemented
(1-2 initiatives) Obstetric patients Attention to detail Client communication Medicaid health insurance Mental health and behavioral care Patient monitoring Dialysis Managing patient records Database management Phone etiquette Behavioral health Microsoft Outlook Client services Curriculum development Serving clients Working with people with developmental disabilities Team development Experience with individuals with mental health conditions Data collection Medical receptionist Ophthalmology Assisted living facility experience Time management Van Driver Human resources Communication platforms Health status assessment Social media management Technical Proficiency Data management Managing patients as a clinical case manager - Largest number of patients managed as a clinical case manager (More than 50 patients) Escalation handling Working with youth Working with families with children Healthcare privacy protection Working with individuals from underserved communities Writing skills Patients with cognitive disabilities Quality management E-learning platforms Community outreach case management method Crisis management Documentation tools Long-term care facility experience Customer complaint resolution Conducting community outreach projects Resource utilization in healthcare Critical care experience Utilization review Dental clinic Microsoft Access Private health insurance Customer service Medication management Intensive care Home health agency experience Chronic disease management Telecommunication SharePoint Care documentation Discharge planning HIPAA Interviewing clients Data-driven decision making Basic life support Project leadership Patient treatment planning Utilization management peer review coordination Van driving Physical assessments Community engagement Health information management Mobile devices Critical thinking Supply chain management Mental health assessments Live chat Program development Sentiment analytics Community health center experience Experience with individuals with substance use disorders Case service coordination Personal assistant experience High school diploma or GED First aid Healthcare support Computer literacy Medical terminology Food preparation Microsoft Teams Clinical case management - Clinical case management experience
(16-20 years) Collaboration with community partners Hospital experience Substance abuse Crisis intervention CPT Coding Patient observation Care plans Compliance management Skilled nursing facility experience Spanish Childcare Client advocacy in social work Medical software Volunteer management Patient resource coordination Recruiting Microsoft Excel Adult education Case documentation in social services Supply chain experience within healthcare industry Diabetes care Managing patient advocate teams - Largest patient advocate team managed (11-15 team members) Google Suite Experience with individuals with chronic illnesses Documentation review Care plan development Workforce development Social work care coordination Management reporting Inpatient Windows Clinical confidentiality policies Warehouse experience Home visits (communication methods) Critical care unit experience Microsoft Word Marketing Data entry - Data entry experience (16-20 years) Community resource coordination in health services social work Menu Planning Community relationship building Insurance prior authorization Working with trauma survivors Customer relationship management Toddler care Employee relationship building Patient Care Report writing Communication skills Nursing Medicaid regulations Google Docs Transitional care planning in clinical case management Care coordination Resource management in clinical case management Managed care organization experience Proofreading Mental health support Organizational skills Computer skills Working with families Property management Conflict management Collaborate with healthcare professionals Working with clients Customer relationship building Clinical needs assessment Advance care planning Intake Provider enrollment for medical credentialing Nursing home experience Clinic experience Management Medical Scheduling In-person customer service Medication reconciliation HIPAA compliance management Caseload management Document management systems Maintaining patient confidentiality Supervising experience Caregiving documentation requirements Zoom Pain management State healthcare regulations Treatment plan development Patient assessment Insurance Verification Outpatient clinic experience Relationship management Executive administrative support CPR Quality control Customer acquisition Medical office experience Productivity software Case management Office experience Outpatient Public speaking Electronic health records (EHR) management Cultural competency Working with people with disabilities Disability services Google Drive Analysis skills Senior care Team leadership Section 8 Epic Client acquisition Sales Order entry Environmental services Customer communication Client interaction via phone calls Working with individuals experiencing homelessness Clerical experience Childhood development Guest services Workday Ob/Gyn Client assessment in therapy Clinical documentation Medicare regulations School experience Telehealth Databases Healthcare management ICD-10 Working with individuals from diverse cultural backgrounds Quality assurance Schedule management Decision making Quality improvement Basic math Project management Patient education Patient rights Social services Office management Child counseling Customer support Task prioritization NCQA standards Crisis management in social services Front desk Bilingual PPO health insurance Disease state management Interviewing Teaching Quality data entry EMR Systems Outbound calling Project management software Patients with physical disabilities Long- term care insurance policies Specialty care clinic experience Patient advocacy Experience with children Preschool experience Medical credentialing Negotiation Public health Certifications and Licenses
AED Certification
Driver's License
First Aid Certification
CPR Certification
Certified Community Health Worker
November 2025 to November 2027
Certified Case Manager
Certified in Healthcare Compliance (CHC)
Child Development Associate Certification
Professional In Human Resources
Non-CDL Class C
Counseling Certification
Additional Information
Authorized to work in the US for any employer
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