Diana Genao
Brandon
Summary
cess.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Enrollment Representative
ElderPlan/MJHS
02.2025 - Current
- Managed enrollment processes to ensure timely and accurate enrollment registration for new members.
- Developed and maintained relationships with prospective members to enhance enrollment rates.
- Conducted informational sessions to educate potential members about program offerings and requirements.
- Collaborated with departments to streamline communication and improve enrollment strategies.
- Maintained detailed and accurate records between multiple databases and programs.
- Investigated issues and created solutions for new members.
- Fostered new business relationships through inbound lead follow-up.
Case Manager
Women In Need Win
08.2023 - 02.2025
- Supervised, trained, and evaluated case managers in the delivery of services to clients.
- Monitored caseloads for timely completion of tasks and client outcomes.
- Resolved conflicts between clients, families, care providers, and other stakeholders involved in the case management process.
- Collaborated with other departments within the organization to ensure that all client needs were met.
- Ensured compliance with relevant laws, regulations, and organizational standards related to case management services.
- Reviewed current best practices in case management processes, and made recommendations for improvement.
- Participated in interdisciplinary team meetings with other health professionals to coordinate services for complex cases.
Case Manager Supervisor
Samaritan Daytop Village
09.2022 - 08.2023
- Helped patients receive appropriate, high-quality care with reasonable results.
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Evaluated treatment plans against individual goals and healthcare standards.
- Managed support services and fostered communication among social workers, therapists, hospital staff and patients.
- Managed caseload of 25 children in welfare system to provide comprehensive, community-based care.
- Provided safety planning, crisis intervention, and case management to clients.
Family Advocate
St Dominics Family Services
11.2021 - 09.2022
- Mentored advocates, case managers, interns and volunteers to create positive, productive atmosphere.
- Collaborated with individuals and families to evaluate service delivery.
- Partnered with families and provided resources to build growth that promoted better self-reliance.
- Conducted home visits and kept in contact with families by phone in accordance with agency policies.
- Utilized task prioritization and data organization skills to effectively manage large caseload.
- Followed data security regulations to keep client information confidential.
- Served as liaison between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors and other contacts to help children facing problems such as disabilities, abuse or poverty.
- Identified appropriate community resources and provided referrals for services.
- Worked with community resources to engage youth in pro-social activities and help families access services.
On Call - Client Care Coordinator Supervisor
Avondale Care Group
12.2019 - 12.2021
- Documented conversations with customers in regards problems and solutions.
- Reviewed customer profile to determine current issues and potential solutions.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Communicated with patients with compassion while keeping medical information private.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
- Helped patients receive appropriate, high-quality care with reasonable results.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Client Care Coordinator
Caring Professionals Inc
12.2018 - 12.2020
- Coordinate and schedules health care staff in accordance with client needs employee's qualifications and availability.
- Counsels employees regarding policies and procedure.
- Documents changes in service hours.
- Documents service and performance issues relating to clients ans employees.
- Carrie out supervisory responsibilities in accordance with organization policies and applicable laws for Personal Care Aids.
- Responsibility includes training employees, planning assignments and directing work monitoring attendance, addressing complaints and resolving problems.
- Follow ups to make sure PCA reports to assignments properly.
- Ensure all shifts are filled in order to meet patients needs and maintain/ increase revenues.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
Education
Bachelor of Science - Liberal Arts
Southern New Hampshire University
Hooksett, NH05-2030
Skills
- Microsoft Office
- Time management
- Coordination skills
- Strong interpersonal skills
- Case management
- Crisis services coordination
- Client advocacy
- Conducting interviews
- Client relationship building
Languages
Spanish
Native or Bilingual
Timeline
Enrollment Representative
ElderPlan/MJHS
02.2025 - Current
Case Manager
Women In Need Win
08.2023 - 02.2025
Case Manager Supervisor
Samaritan Daytop Village
09.2022 - 08.2023
Family Advocate
St Dominics Family Services
11.2021 - 09.2022
On Call - Client Care Coordinator Supervisor
Avondale Care Group
12.2019 - 12.2021
Client Care Coordinator
Caring Professionals Inc
12.2018 - 12.2020
Bachelor of Science - Liberal Arts
Southern New Hampshire University