Deon Marrow
Annapolis,MD
Summary
Administrative professional with 5+ years of experience in general services for work environments and ensuring a professional workplace. Well organized, great communication skills, quick learner. Skilled at encouraging others and developing rapport with work community. Successful in working independently and with a team. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
8
8
years of professional experience
Work History
Case Manager
State of Maryland-Consumer Protection Division
Baltimore, MD, MD
09.2023 - Current
- Initial processing of complaints, including referrals to other agencies when appropriate
- Entering validating and maintain complaint data in the database
- Creating and managing complain files for internal routing
- Generating reports from database
- Written and oral communication with consumers, providers, carriers, referral entities and other stakeholders
- Typing and/or editing correspondence, memoranda and pleadings
- Managing both assigned work email inbox and units email inbox
- Assisting with reporting requirements
- Receiving and screen calls
- Interacting with the public
- Assisting with closing of case files
- Communicated with legal services providers, social services agencies, and local judicial systems regarding cases.
- Compiled reports on cases and submitted them to supervisors as required.
- Provided referrals to appropriate health care providers or other community resources.
- Analyzed proposed legislation, regulations or rule changes to determine impact of services.
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Consulted with staff on resolution of complex service issues.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Developed and maintained relationships with community resources and service providers.
- Acted as an advocate for vulnerable populations by advocating for policy changes at the state level.
- Educated clients and their families about their rights and available community resources.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Collaborated with other service providers to ensure continuity of care for clients.
Intake Coordinator/Patient Engagement Specialist
Sheppard Pratt Outpatient Mental Health Clinic
Gaithersburg, MD
01.2023 - 09.2023
- Assisted with patient admissions, discharges and transfers.
- Notified senior staff of patient emergencies to optimize outcomes.
- Conducted patient intake interviews to collect medical information and insurance details.
- Answered phone calls to provide assistance, information and medical personnel access.
- Compiled physical and digital documents, charts and reports.
- Updated group medical records and technical library to promote smooth office operations.
- Scheduled and confirmed patient appointments for diagnostic, and consultation services.
- Maintained clinical records and required paperwork in compliance with agency standards.
- Received inbound calls to obtain clinical information from providers to create authorizations and referrals.
- Answered and logged incoming inquiries via phone, fax and email.
- Made outbound calls to providers to obtain information necessary to create or update authorization.
- Issued, gathered and inspected intake forms to confirm correct signatures and information.
- Verified insurance eligibility, benefits and patient liabilities for defined services.
- Updated patient information on computer system to maintain billing accuracy.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Processed paperwork, obtained billing forms and secured confidential information.
- Scheduled appointments for patient consultations, tests and procedures.
- Coordinated schedules and appointments, sending out reminders regarding appointment dates.
- Investigated insurance policies to determine claim eligibility and processed files in accordance with instructions.
Patient Engagement Specialist
Sheppard Pratt Outpatient Mental Health Clinic
Gaithersburg, MD
03.2022 - 01.2023
- Assisted with patient admissions, discharges and transfers.
- Notified senior staff of patient emergencies to optimize outcomes.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
- Using tools to collect data to compare no show clients
- Daily preparation of discharge reports, no show reports and 30 day report
- Quickly resolved client issues and offered ongoing support to boost retention.
Customer Service Rep
Aston Carter
Elkridge, MD
11.2021 - 01.2023
- Handle a high volume of inbound calls
- 80-100 inbound calls/day
- Transferring calls
- Data Entry
- Customer Service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Educational Aid
District of Columbia Public Schools
Washington, DC
01.2020 - 11.2021
- Assists in the implementation of IEP’s
- Builds and maintain positive professional relationship
- Maintain required data and anecdotal notes using the data collection instruments
- Student Data Entry
- Supported students throughout academic instruction and assignments.
- Applied positive reinforcement to redirect negative behaviors.
- Supplied one-on-one attention to each student during group activities.
- Offered students personalized educational, behavioral and emotional support.
- Communicated and collaborated well with educators from various grade levels.
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators.
Dedicated Aid
Apple Tree Institute
Washington, DC
11.2018 - 01.2020
- Supports teacher with routine classroom tasks such as classroom setup, daily lesson planning, and child supervision during daily activities
- Data entry
- Engages in administrative tasks such as filing, answering phones, and organizing supplies
- Creates safe, clean, and engaging classroom environment for children
- Provides one-on-one attention and support to children dealing with behavioral issues.
Teacher’s Aid
The Lourie Center School
03.2017 - 10.2018
- Provided support with lesson plans and in-class activities
- Supported teacher with administrative duties, and upkeep of the classroom
- Chaperoned children during field trips and other outside activities
- Interacted with front office staff and administration when needed and reported any issues or concerns with the administration.
Education
Bachelor - Political Science
Coppin State University
Baltimore, MD06.2022
Skills
- Clinical Training
- Caring and Empathetic
- Communicating to Patients and Families
- Patient Confidentiality and Data Security
- Administrative and Office Support
- Microsoft Office
- Documenting and Recording Information
- Patient Needs Assessment and Referral
- Registration and Scheduling
- Report Preparation
- Patient Registration
- Confidentiality
- Analytical skills
- Multitasking capacity
- Attention to detail
- Database administration
- Data analysis
- Teamwork and collaboration
- Written communication
- Self motivation
- Phone and email etiquette
- Research and analysis
- Relationship building
- Adaptability and flexibility
Timeline
Case Manager
State of Maryland-Consumer Protection Division
09.2023 - Current
Intake Coordinator/Patient Engagement Specialist
Sheppard Pratt Outpatient Mental Health Clinic
01.2023 - 09.2023
Patient Engagement Specialist
Sheppard Pratt Outpatient Mental Health Clinic
03.2022 - 01.2023
Customer Service Rep
Aston Carter
11.2021 - 01.2023
Educational Aid
District of Columbia Public Schools
01.2020 - 11.2021
Dedicated Aid
Apple Tree Institute
11.2018 - 01.2020
Teacher’s Aid
The Lourie Center School
03.2017 - 10.2018
Bachelor - Political Science
Coppin State University
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