Summary
Overview
Work History
Education
Skills
Timeline
Generic

AMANDA TORRES

Enterprise,AL

Summary

Detail-oriented and highly organized professional with a proven track record of managing complex schedules, maintaining accurate records, processing documentation, and coordinating multidisciplinary communications. Skilled in streamlining administrative workflows, resolving client concerns, and handling sensitive information with discretion and confidentiality. Proficient in G-Suite, Microsoft Office, and various records-management systems to support seamless operations across diverse settings. Recognized for strong problem-solving abilities, time management skills, and a commitment to delivering exceptional service in high-demand environments.

Overview

9
9
years of professional experience

Work History

Analyst Case Manager Specialist

Aetna Medicare
01.2024 - Current
  • Collaborate with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Completed 20+ telephonic outreaches daily to members, physicians and community organizations.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Evaluated member needs and feedback to drive service improvements.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Identify high-risk factors and service needs, facilitating appropriate referrals for clinical case management or crisis intervention.
  • Coordinate and implement assigned care plan activities, meticulously monitoring progress.
  • Identify and escalate quality of care issues through established channels.
  • Employ negotiation skills to secure appropriate options and services, aligning with member benefits and healthcare needs.
  • Utilize influencing/motivational interviewing skills to maximize member engagement and promote lifestyle/behavior changes for optimum level of health.
  • Provide coaching, information, and support to empower members in making independent medical and healthy lifestyle choices.
  • Facilitate active and knowledgeable patient participation in healthcare decision-making
  • Referred members to appropriate community agencies and organizations to meet treatment needs.
  • Partnered with physicians, social workers, and nurses to develop and implement individualized care plans and documented member interactions and interventions in electronic charting systems.
  • Utilized time-management skills by managing high caseload of members through high volume telephonic outreach and real-time documentation.
  • Provided education on disease processes, medications, and self-care techniques for patients and their families, empowering them to take charge of their health.

Medicaid Waiver Case Manager

Southeast Alabama Regional Council Agency on Aging (SARCOA)
01.2023 - 01.2024
  • Managed case management for aging and disabled populations receiving Home and Community Based Services through Medicaid Waiver Programming.
  • Engaged in collaborative care planning with clients to address obstacles in achieving optimum health, independence, and longevity.
  • Assisted clients in maintaining home independence by connecting them to vital services and community resources.
  • Conducted monthly home visits to assess client well-being and home safety.
  • Ensured all home safety concerns were addressed to support clients remaining safely at home.
  • Performed yearly assessments of client eligibility for continued Medicaid services.

Care Experience Specialist

Charlie Health Virtual Intensive Outpatient
05.2022 - 01.2023
  • Managed a caseload of 70+ clients weekly, ensuring high-quality care experience.
  • Served as lead in resolving client and family concerns, triaging issues for appropriate staff.
  • Conducted biopsychosocial diagnostic assessments under clinical supervision.
  • Collaborated with interdisciplinary teams to deliver optimal care and client experience.
  • Acted as a liaison between clients and admissions, billing, and/or clinical teams.
  • Communicated with clients regarding individual and group session attendance.
  • Provided proactive discharge planning starting on the first day of treatment.
  • Conducted weekly check-ins with client families, referral sources, and the care team.
  • Assisted the client in scheduling appointments related to their treatment, communicated with clients, and updated client records.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.

Educational Sales Consultant

Varsity Tutors
10.2021 - 05.2022
  • Assisted clients with account setup for tutoring services.
  • Listened to client needs and provided recommendations based on information provided.
  • Made outbound calls to potential students requesting tutoring or homeschool support.
  • Facilitated consultative conversations to understand prospective customer needs and recommended customized solutions.
  • Completed transactions and/or scheduled follow-up conversations with prospective clients.
  • Utilized G-Suite and Slack for team correspondence and productivity.

Survivor Care Coordinator

End Slavery TN
11.2020 - 09.2021
  • Collaborated with law enforcement and the judicial system to provide wrap-around services for survivors of human trafficking.
  • Represented End Slavery TN at Cherished Hearts meetings, Nashville’s unique intervention court aimed at helping human trafficking survivors.
  • Provided care coordination services for clients in a 6-month survivor recovery program, ensuring client success.
  • Utilized knowledge of de-escalation and trauma-informed care for crisis intervention with current clients and emergency referrals via hotline.
  • Assisted clients in scheduling medical, mental health, and medication management appointments.
  • Taught coping skills and assisted clients in practicing them proactively for crisis prevention.
  • Provided medication management and distribution for safe house clients.
  • Taught life skills, including budgeting, time management, job searching, resume building, and appointment setting.
  • Answered emergency hotline after hours during on-call
  • Responded to hospitals for human trafficking referrals and law enforcement sting operations for victim support.
  • Managed client caseloads effectively, ensuring timely follow-up and appropriate interventions.
  • Built strong rapport with clients to deliver emotional support and trauma-informed care.
  • Provided emotional support for clients during difficult times, fostering resilience and coping skills.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of clients.

Sexual Assault Victim Advocate

Avalon Center
10.2018 - 11.2020
  • Responded to emergency calls for sexual assault, providing advocacy, support, and assistance in understanding victim rights.
  • Provided court advocacy for sexual assault/exploitation victims with open cases across assigned Tennessee counties.
  • Assisted clients post-assault with crisis intervention and long-term emotional support.
  • Provided education to victims on trauma, grounding techniques, and coping mechanisms.
  • Facilitated support and educational groups in the community, county jails, and prisons.
  • Collaborated with the advocacy team to ensure 24/7 hotline coverage.
  • Conducted community outreach and education on sexual assault, sexual exploitation, trauma-informed care, and related laws.
  • Created and maintained relationships with community organizations, local businesses, and government to raise awareness and provide seamless victim services.
  • Organized and planned events in the community to educate on sexual assault dynamics and the importance of victim advocacy.
  • Managed social media platforms for increased online presence and audience reach for the purpose of educating community on domestic violence and sexual assault.
  • Developed social media content that effectively promoted the Avalon Center's programs, services and events.
  • Optimized the Avalon Center's social media presence, growing follower base and increasing overall engagement.
  • Wrote content for the Avalon Center's newsletters, social media pages and informational packets provided to the community and clients engaged in services.
  • Leveraged social media platforms as a means of promoting awareness of the Avalon Center's services.
  • Maintained strict confidentiality of victim information, upholding ethical standards while providing advocacy services.
  • Delivered training programs to local organizations on topics related to sexual violence prevention and response tactics.
  • Developed tailored safety plans for clients, addressing individual needs and ensuring their wellbeing.
  • Collaborated with law enforcement and medical professionals for comprehensive victim assistance during investigations and examinations.
  • Constructed referral list of agencies and community resources for victims' to provide aftercare services.

Correctional Counselor

Bledsoe County Correctional Complex
10.2017 - 10.2018
  • Utilized motivational interviewing in conducting offenders' behavioral assessments for prison intake.
  • Assisted in determining offender custody upon arrival from county correctional facilities.
  • Interpreted STRONG-R Assessment results to determine programming and jobs for offenders during incarceration.
  • Assisted offenders in creating goals for their incarceration.
  • Counseled inmates either individually or group settings to bring problems to light and implement potential solutions.
  • Addressed behavior and stability of inmates to root out concerning connections or mental health issues.
  • Enhanced facility safety with thorough assessments of inmate mental health and risk levels, ensuring appropriate placement in programs and housing units.
  • Supported positive change within the correctional environment by actively participating in staff training sessions focused on effective communication techniques and conflict resolution strategies.

Online ESL Instructor

Self-employed
04.2016 - 10.2018
  • Utilized online teaching platforms to instruct children and adults in ESL.
  • Applied Total Physical Response (TPR) language acquisition method.
  • Taught in both one-on-one and group classes.

Care Coordinator

Omni Community Health
12.2016 - 07.2017
  • Responsible for the coordination of care for Omni Community Health clients.
  • Monitored, tracked, and conveyed important client information to staff therapist to help optimize treatment planning and care delivery.
  • Created relationships with local organizations, schools, and medical professionals to raise awareness of Omni Community Health services.
  • Assisted clients with scheduling appointments with health providers.
  • Conducted monthly home visits and phone calls with clients to assess treatment progress.
  • Provided bachelor level comprehensive child and family treatment in-home or at school with children for whom once weekly therapy sessions were not sufficient.
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Managed client caseloads effectively, ensuring timely follow-up and appropriate interventions.
  • Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
  • Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
  • Collaborated with foster care system and Department of Child Services to provide ongoing case management and treatment to children in foster care.

Education

Bachelor of Arts - Psychology

Bryan College
Dayton
05.2016

Skills

  • Skilled in Microsoft Office tools
  • Data-driven decision making
  • Time management
  • Organization and multitasking
  • Comprehensive documentation skills
  • Relationship building
  • Conflict resolution
  • Email and telephone etiquette
  • Data entry and analysis
  • Cross-functional collaboration
  • Multitasking and organization
  • Verbal and written communication
  • Client relationship management
  • Event planning coordination
  • Social media content development
  • File organization
  • Scheduling and calendar management
  • Computer skills

Timeline

Analyst Case Manager Specialist

Aetna Medicare
01.2024 - Current

Medicaid Waiver Case Manager

Southeast Alabama Regional Council Agency on Aging (SARCOA)
01.2023 - 01.2024

Care Experience Specialist

Charlie Health Virtual Intensive Outpatient
05.2022 - 01.2023

Educational Sales Consultant

Varsity Tutors
10.2021 - 05.2022

Survivor Care Coordinator

End Slavery TN
11.2020 - 09.2021

Sexual Assault Victim Advocate

Avalon Center
10.2018 - 11.2020

Correctional Counselor

Bledsoe County Correctional Complex
10.2017 - 10.2018

Care Coordinator

Omni Community Health
12.2016 - 07.2017

Online ESL Instructor

Self-employed
04.2016 - 10.2018

Bachelor of Arts - Psychology

Bryan College

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