Overview
Work History
Education
Skills
Professional Overview
Volunteer Experience
Timeline
Generic

Felicia Holloway

Memphis,TN

Overview

15
15
years of professional experience

Work History

Intensive Case Manager

Mental Health Cooperative
07.2023 - Current
  • Enhanced client outcomes by developing and implementing personalized case management plans.
  • Developed strong professional relationships with community partners to enhance service delivery and provide seamless care to clients.
  • Promoted client self-sufficiency with comprehensive assessments, goal setting, and regular progress monitoring.
  • Supported the development of organizational policies aligned with best practices in intensive case management services.
  • Secured essential services such as medical care and substance abuse treatment for clients facing barriers due to insurance or financial limitations.
  • Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.

Family Liaison

Landmark Recovery
04.2023 - 08.2023
  • Collaborated with families regarding welfare checks
  • Answering high volume of incoming calls on a consistent basis
  • Facilitated communication between clients and other service providers
  • Navigated multiple software system while accessing Electronic Medical Record System to obtain patient information.

Case Manager

Memphis Medical Society (Project Access Grant Funded Program)
08.2021 - 09.2022
  • Responsible for communicating with cross-functional teams to tend priority needs
  • Responsible for maintaining spreadsheets and updating SharePoint information regarding patients served
  • Charged with serving as a liaison between patient served and medical staff personnel
  • Responsible for resolving all issues regarding patient experiences with resource referrals
  • Responsible for monitoring and replying to all email notifications in a professional and timely manner
  • Charged with assembling the assessment, intake, and patient program packets
  • Accomplishments include the completion of all clerical duties, including answering a multi-line phone, scanning, uploading, and downloading of documents, and sending and receiving faxes
  • Developed and implemented comprehensive case management plans to address client needs and goals
  • Assisted clients in navigating housing, legal services, transportation, and public benefits to gain access to valuable resources.

Counselor 1

Dismas Charities Incorporated (Federal Residential Transition Facility)
05.2020 - 08.2021
  • Accomplishments include frequent correspondence regarding client served; while initiating and maintaining cooperative and effective liaison activities with supervising authorities and other state and federal agencies, community groups, and professional associations
  • Accountable for developing, coordinating, monitoring, evaluating, and documenting individual program planning according to specific needs of each client, while including relevant program goals, referrals, and group counseling strategies
  • Charged with guiding monitoring and documenting relevant aspects of resident movement, behavior, and progress
  • Maintained accurate record keeping by making sure case notes were completed in a timely matter on each individual served
  • Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources
  • Implemented effective strategies to aid clients with progress goals
  • Supervised meetings with family members to help create support system for clients by conducting weekly home visits.

Unit Coordinator

Crestwyn Behavior Health Facility
04.2018 - 07.2018
  • Managed day-to-day operations of the facility while supervising staff and ensuring patient needs were met
  • Collaborated, communicated and engaged with family and support system to support client treatment process (i.e
  • Adolescents and adults)
  • Received physicians and visitors on unit, identifying, acknowledging and responding to patient, physician, and staff needs to meet operational and care needs of patients served.

Human Resource Assistant

Crestwyn Behavior Health Facility
03.2017 - 04.2018
  • Provided quality customer service to clients and public
  • Partnered with administrative staff to acquire professional and suitable talent for agency
  • Delegated various tasks to line staff to meet deadlines and meet required expectations
  • Corresponded with outside agencies to ascertain various information regarding client intake and transfers
  • Accomplished compiling of reports, managing daily operations of assigned adult and juvenile psychiatric units
  • Streamlined inbound phone calls, while routing calls to perspective client or personnel staff
  • Identified trends in scanning errors and processes and communicated to management while working collectively to resolve issues
  • Performed quality review of scanned records to maintain the integrity of legal medical record
  • Prepared memorandums for line staff while providing updates with policies, treatment planning and shift assignments and filing documentation
  • Charged with maintaining quality assurance while organizing and auditing medical chart files.

Administrative Clerk

Shelby County Division of Corrections
02.2009 - 03.2017


  • Responsible for compiling accurate data of inmate census and housing report
  • Responsible for resolving all discrepancies related to the census report
  • Enhanced office productivity by managing incoming calls, emails, and appointments for staff members.
  • Streamlined administrative processes by implementing efficient filing and organizational systems.
  • Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.

Education

Bachelor of Business Administration, Human Resource Management -

Stayer University

Master of Arts - Master of Social Work

Capella University
Minneapolis, MN
12.2024

Skills

  • MS Office Suite
  • Teams
  • SharePoint/Power Point/Excel
  • Project Planning/Coordination
  • Incoming Call Management
  • Data Entry/Spreadsheet Management
  • Verbal/Written Communication
  • Customer Service
  • Compliance/Regulations
  • Conflict Resolution
  • Resource Coordination
  • Time Management
  • Child Welfare Expertise

Professional Overview

Compassionate Case Manager experienced in social service and public health environments. Dedicated to achieving optimal results. Offers excellent problem-solving, conflict resolution, and communication abilities.

Volunteer Experience

  • Social Studies & Language Arts GED tutor, 09/2020-Present, Met with candidates to clarify concepts taught in English literature, reading, and social studies to assess their level of need.
  • Fayette Cares, 10/2019-01/2022, Performed various community outreach activities to obtain monetary and tangible donations to aid families in need.
  • Metropolitan Inter-faith Association (MIFA), 10/2019-01/2022, Performed volunteer duties that included delivering meals to elderly individuals, delivering fans for summer months, and transporting various individuals to medical appointments; whom lacked transportation, assisted with meal preparation, and serving meals during holiday season to homeless population

Timeline

Intensive Case Manager

Mental Health Cooperative
07.2023 - Current

Family Liaison

Landmark Recovery
04.2023 - 08.2023

Case Manager

Memphis Medical Society (Project Access Grant Funded Program)
08.2021 - 09.2022

Counselor 1

Dismas Charities Incorporated (Federal Residential Transition Facility)
05.2020 - 08.2021

Unit Coordinator

Crestwyn Behavior Health Facility
04.2018 - 07.2018

Human Resource Assistant

Crestwyn Behavior Health Facility
03.2017 - 04.2018

Administrative Clerk

Shelby County Division of Corrections
02.2009 - 03.2017

Bachelor of Business Administration, Human Resource Management -

Stayer University

Master of Arts - Master of Social Work

Capella University

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Felicia Holloway