Bernice Santos- White
Ravena,NY
Summary
DIRECTOR OF CASE MANAGEMENT | COURT & HUMAN SERVICES OPERATIONS Strategic and mission-driven case management and social services leader with extensive experience overseeing complex programs, coordinating multidisciplinary teams, ensuring regulatory compliance, and collaborating with judicial, governmental, and community stakeholders. Proven ability to manage workflows, evaluate program effectiveness, support vulnerable populations, and drive continuous improvement across large systems. Strong commitment to public service excellence, accountability, and access to justice.
Overview
13
13
years of professional experience
Work History
Medical Case Manager
Albany Medical Center – HIV Clinic
01.2024 - Current
- Provide program-level case management coordination for a high-volume clinic serving individuals with complex medical and psychosocial needs.
- Conduct comprehensive intake assessments and develop individualized service plans aligned with regulatory requirements and best practices.
- Coordinate workflows including appointment scheduling, follow-up, transportation, and provider communication, ensuring continuity of care.
- Maintain accurate documentation and ensure compliance with state, federal, and institutional policies.
- Serve as a liaison between medical providers, community agencies, and clients to ensure timely access to services and resources.
Social Worker
Coxsackie Correctional Facility / Central New York Psychiatric Center
01.2024 - 12.2025
- Delivered clinical and case management services within a secure, policy-driven environment.
- Conducted comprehensive assessments, risk evaluations, and documentation in accordance with strict procedural and legal standards.
- Supported onboarding and orientation processes, ensuring compliance with institutional and state protocols.
- Contributed to service planning, coordination, and oversight in a multidisciplinary setting.
Lead Behavioral Health Specialist
IPRO
01.2023 - 12.2025
- Provided program leadership and technical guidance to healthcare providers across multiple systems.
- Coordinated crosssetting communication and facilitated stakeholder collaboration through meetings, teleconferences, and webinars.
- Partnered with data analysts to develop performance reports, assess outcomes, and recommend operational improvements.
- Led quality improvement initiatives utilizing data analysis, root cause analysis, and stakeholder input to improve service delivery and compliance.
Community Life Service Coordinator (CLSC)
The Community Builders
01.2016 - 12.2025
- Managed case management operations for senior and non-elderly disabled residents across large housing communities Developed, implemented, and monitored care and service plans, prioritizing efficiency, compliance, and client-centered outcomes
- Coordinated with justice partners and agencies including Adult Protective Services, NYS Department of Mental Health, Probation, and Parole
- Supervised workflows, mentored staff and interns, and delivered training to support consistent service delivery
- Played a leadership role in HUD, Continuum of Care (COC), and homelessness prevention initiatives, ensuring adherence to regulatory standards
- Collaborated with staff circuit-wide to foster a culture of excellence, accountability, and collaboration
Service Coordinator
Belvedere Health Services
01.2015 - 12.2025
- Managed discharge planning, service coordination, and continuity of care for NYS TBI Waiver participants.
- Oversaw documentation, service plans, and assessments in compliance with state waiver and review requirements.
- Coordinated across providers and disciplines to support timely services and prevent institutional placement.
Unit Social Worker
St. Peter's Health Partners
01.2013 - 12.2025
- Delivered case management services in nursing home and sub-acute rehabilitation settings.
- Coordinated interdisciplinary meetings, discharge planning, and service referrals.
- Ensured accurate documentation, authorizations, and compliance with healthcare regulations.
Education
Social Welfare / Social Work -
The College of Saint Rose
06.2008
Chemical Dependency Counselor - undefined
Hudson Valley Community College
Troy05.2006
Skills
- Employee training methods
- Staff guidance
- Trauma-informed practices
Languages
Spanish
Limited Working
Timeline
Medical Case Manager
Albany Medical Center – HIV Clinic
01.2024 - Current
Social Worker
Coxsackie Correctional Facility / Central New York Psychiatric Center
01.2024 - 12.2025
Lead Behavioral Health Specialist
IPRO
01.2023 - 12.2025
Community Life Service Coordinator (CLSC)
The Community Builders
01.2016 - 12.2025
Service Coordinator
Belvedere Health Services
01.2015 - 12.2025
Unit Social Worker
St. Peter's Health Partners
01.2013 - 12.2025
Chemical Dependency Counselor - undefined
Hudson Valley Community College
Social Welfare / Social Work -
The College of Saint Rose