case manager resume example with 6+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

I am a top-performing professional with over 10 years of progressive experience in corporate customer service and case management skills, seeking to take the next career step with Cigna Corporation, the industry leader in global health service. I have expertise in navigating corporate, local government and small business work environments, building long-term relationships with both employers and customers. I am accomplished and have pride in selling corporate solutions to drive sales and revenue, generating goals and producing positive outcomes.

  • Proven ability to work in group and individual settings with reputable interpersonal communication skills, with individuals from diverse backgrounds.
  • Bilingual (Spanish), both written and verbal.
  • Proficient and skilled in Word processing systems (Word, Outlook, Excel, PowerPoint, Adobe), and a variety of electronic health record databases.
  • Commendable customer service and administrative skills, project management, organizational and time management skills with the ability to complete projects on a timely manner.
  • Understand and own a variety of clinical targets and outcome measurements. Develop action plans that drive value for the business and customers.
  • Pristine familiarity with the Health Insurance Portability and Accountability Act (HIPAA) as well as the Department of Family and Protective Services (DFPS) rules regarding abuse and neglect.
  • Well versed with the rules and regulations of Medicare and Medicare Supplement insurance plans.
  • Proficient in facilitating discharge and safety planning through collaboration with clinicians, clients and their families as well as interdisciplinary treatment team members to ensure that appropriate discharge plans are executed in a timely manner.
  • Comfortable with triaging clients thorough conducting biopsychosocial assessments to determine the needs of clients and/or their families before and during their course of treatment.
  • Effectively formulate, revise, and disseminate resources available in the community to help clients fill-gaps on unmet needs.
  • Proficient in responding to inquiries, grievances and complaints from clients, community agencies, members of the public and/or other stakeholders through referencing company operating procedures, conducting research, and interpreting notifications to determine most effective responses.
Case Manager, 04/2021 - Current
Arizona's Children Association Surprise, AZ,
  • Triage new clients seeking treatment at the practice using the biopsychosocial model and determine the needs of clients and/or their families before, during and after their course of treatment
  • Coordinate the scheduling of client sessions and collect information about clients on behalf of the treating clinicians through self-report inventories and formal assessments
  • Market services rendered, maintain accurate case progress notes and records of evaluations
  • Help the treating clinicians in executing treatment plans that require case management and in accordance with the client’s presenting problem
  • Provide case management to approximately (20) clients as assigned, and tasks involve screening, intake, assessment, service plan development, monitoring, linkage to appropriate community resources, follow up, appropriate discharge, tracking, etc
  • Enter client’s information into the company database in a timely manner and continuously update information as needed, maintaining thorough and complete record of client’s activity/progress in treatment
  • Communicate and collaborate with the Care Team members via clinical team meetings to develop, implement, and evaluate the plan of care to meet individualized patient care outcomes
  • Responsible for maintaining good working relationships with support networks, local government, and community stakeholders for continuity of care.
Case Manager, 05/2020 - 03/2021
Arizona's Children Association Phoenix, AZ,
  • Determined Texas residential U.S
  • Military homeless veterans’ eligibility for program services through intake assessment interviews and managed an active caseload of 120 veterans
  • Advised and assisted clients on issues related to employment, resume and cover letter writing, interview preparation, job searching skills and networking techniques
  • Independently worked with veterans and their families who are experiencing a wide range of complicated medical, psychiatric, emotional, behavioral, and psychosocial problems in outpatient-clinic and community-based settings
  • Conducted mock interviews with clients in need of job interview skills
  • Developed techniques used in the office to maximize productivity by working effectively and creatively
  • Created referrals to partnering agencies based on additional needs of veterans not provided by HVRP
  • Communicated effectively with clients, families, and clinical staff regarding all facets of program navigation and discharge planning
  • Upon patient’s discharge, completed Discharge and After Care Plans in accordance with recommendations made by the clinical team
  • Continuously maintained documentation in the client medical record database in a timely manner, in accordance with federal, state and company policy/procedures
  • Assisted the Director of Clinical/Social Services in program planning and implementation
  • Participated in department Quality Improvement activities
  • Represented HVRP in media briefings and weekly committee meetings within the San Antonio community, Bexar County, regional and statewide organizations of veteran service providers and interest groups for outreach and awareness building purposes
  • Wrote articles for ‘Street Speak’ monthly newspaper promoting safety, health, and community resources available for homeless population in Bexar County
  • Attended trainings and professional institutes and seminars for continued enhancement of position, as assigned.
Customer Advocate Representative, 01/2017 - 04/2020
Loan Depot South Norwood, MA,
  • Engaged with customers and worked to resolve product and service issues.
  • Consulted with customers to discuss concerns and offer detailed information.
  • Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
  • Conducted surveys to measure customer satisfaction and identify top issues.
  • Collaborated with Product Development teams to ensure all products met or exceeded standards.
  • Developed recommendations for changes in policy and offerings by analyzing consumer research.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Mentored junior team members and managed employee relationships.
  • Referred unresolved customer grievances to designated departments for further investigation.
Education and Training
Bachelor of Science: Social Work, Expected in 05/2024
University of Texas Rio Grande Valley - Edinburg, TX,
Status -
Bachelor of Arts: Interdisciplinary Studies, Expected in 12/2017
Universidad Autonoma De Tamaulipas - ,
Status -
High School Diploma: , Expected in 06/2012
Veterans Memorial High School - Mission, TX
Status -

· Streamlined the intake process by systemic restructuring of program policies and procedures. This led to an increase in staff caseload capacity as well as overall productivity by 45%.

· Oversaw and facilitated the celebration of staff’s birthdays and anniversaries.

· Developed a Veteran peer mentor training program; dissemination of research-based intervention for high-risk Veterans.

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Resume Overview

School Attended

  • University of Texas Rio Grande Valley
  • Universidad Autonoma De Tamaulipas
  • Veterans Memorial High School

Job Titles Held:

  • Case Manager
  • Case Manager
  • Customer Advocate Representative


  • Bachelor of Science
  • Bachelor of Arts
  • High School Diploma

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