Community Support & Care Coordination Professional

Ngwa Sylvie

Little Elm, TX *****

Tel: 903-***-**** Email: ************@*****.***

Professional Summary

Experienced community support worker and RSS with a strong background in assisting individuals requiring medical, physical, and mental care. Skilled in planning and organizing activities for both individuals and groups. Proven expertise as a Care Coordinator and Patient Care Technician, with 5 years of experience in enhancing patient care. Proficient in coordinating efforts among healthcare providers, patients, and families to ensure effective treatment plans, optimal outcomes, and efficient service delivery. Expertise in case management, patient advocacy, and healthcare documentation, with a talent for managing complex situations with empathy and professionalism.

Objectives

Driven professional seeking a position where my extensive education and experience can be leveraged to foster community growth and success. Committed to applying my skills and knowledge to create positive, impactful change and contribute meaningfully to the organization's mission Education & Certifications

• Bachelor of Science in Anthropology, University of Yaounde I, (2008-2011)

• Masters in Mental Health Counseling, Grand Canyon University (2024-present)

• CompTIA Network+ Certification

• Cardiopulmonary restoration (CPR) and First Aid

• Trained Medication Employee (TME)

• Crisis prevention and intervention (CPI)

• Certified Nursing Assistant license (CNA)

Technical Skills

• Software & Tools: Salesforce, PeopleSoft, Microsoft Office 365, Citrix, Remote Desktop/VNC, RemedyForce, Zendesk, JIRA, AnyDesk, Bomgar

• Operating Systems: Windows 2000/2003/2008, HP-UX, Sun Solaris, AIX, RHEL, Linux Enterprise Server, MacOS

• IT Support: Troubleshooting hardware/software issues, network connectivity, Active Directory, system security

• Customer Service Tools: CRM platforms, ticketing systems, live chat support, and call management Soft Skills

• Patient Care Coordination

• Case Management and HIPAA compliance

• Healthcare Documentation

• Knowledge in computer skills like Microsoft (Excel, PowerPoint, Word, Teams, etc.) and good experience with the EPIC system

• Patient Advocacy

• Communication and Interpersonal Skills

• Problem-Solving and Critical Thinking

• Familiar with Medical Terminologies and Procedures

• Electronic Health Records (EHR) proficiency

• Direct patient care Assistance

• Strong work ethic, honest, diligent, reliable, safe, motivated.

• Experience working as a member of a diverse multidisciplinary team to promote high-quality and cost- effective patient care.

• Explicit writing, analytical, and problem-solving skills. Professional Experience

Care Coordinator

Advance Healthcare of Garland, Texas June 2023 – Present

• Coordinate and manage medical appointments, including scheduling, reminders, and follow-ups.

• Provide empathetic support and ensure a smooth patient experience by facilitating communication between healthcare providers and patients.

• Oversee resolution of ticketing inquiries, ensuring prompt and accurate responses while maintaining HIPAA compliance.

• Maintain detailed documentation of patient interactions and follow-up actions for continuity of care.

• Ensure medication adherence by reviewing prescriptions and providing education on proper use.

• Connect patients to social services like housing, food, transportation, and financial assistance.

• Provide health education and advocacy to support the management of chronic diseases and patient rights.

• Collaborate with healthcare teams to share updates and address barriers to care.

• Conduct patient outreach through calls, visits, or virtual check-ins to assess needs and build rapport

• Develop and monitor individualized care plans in collaboration with providers and patients. Care Coordinator/Nurse Assistant

HenryMeds June 2021 – April 2023

• Assist in the coordination and management of patient care plans, including appointments, scheduling, and follow-ups

• Act as a liaison between patients, families, and healthcare providers to facilitate effective communication

• Develop and implement care strategies for diverse patient populations, including those with chronic conditions and complex medical needs.

• Monitor patient progress and adjust care plans as necessary to improve outcomes and patient satisfaction.

• Maintain accurate and up-to-date patient records and documentation in compliance with HIPAA regulations

• Assist in administering direct care to patients, like Activities of Daily Living, checking and recording vital signs, and reporting any change in a patient's condition.

• Assist patients with Activities of Daily Living such as clothing, feeding, and transfers.

• Check and record vital signs

• Observe and report any changes in patient condition

• Assist in blood glucose check

• Work in collaboration with different health professionals to provide quality health care.

• Answer patients' call lights on time and attend to their needs.

• Assist with the admission of new patients.

• Show empathy and implement good communication skills. Technical Client Service Representative

TankTech Solutions January 2018 – March 2021

• Installed and troubleshoot printers, network devices, and computing systems to ensure seamless operations.

• Provided user training on cybersecurity best practices, password management, and software usage.

• Maintained detailed technical documentation for issue resolution and system updates.

• Assisted customers and staff with IT support tickets, achieving a 95% resolution rate without escalation.

• Delivered clear, non-technical explanations to help users navigate IT-related issues confidently.

• Provide Tier 1 and Tier 2 support for software, hardware, and network issues in a fully remote setting.

• Handle 40+ daily calls and tickets through Zendesk and ServiceNow, maintaining a 90%+ resolution rate.

• Troubleshoot VPN connectivity (Cisco AnyConnect, Pulse Secure), Outlook/Office365 issues, and Citrix access.

• Administer user accounts via Active Directory and support application access through Remedy Force.

• Deliver clear, empathetic communication to non-technical users across departments and locations

Contact this candidate