Diana Moreno
Cape Coral,FL
Work Preference
Summary
Dynamic professional with extensive experience in optimizing systems and aligning technical solutions with overarching business goals. Proven track record of leading projects from inception to completion, significantly contributing to organizational growth and success. Expertise in cultivating client relationships and spearheading engagement initiatives, leveraging strategic communication to enhance customer satisfaction and loyalty. Detail-oriented with exceptional project management skills, adept at multitasking in fast-paced environments while proactively identifying and resolving issues to improve processes and support team objectives.
Overview
16
16
years of professional experience
Work History
Senior Donor Engagement Specialist Bilingual - Spanish
Be The Match/NMDP
06.2024 - Current
- Leads goal achievement initiatives for the Donor Engagement function.
- Experienced in developing and executing comprehensive donor engagement and stewardship strategies that drive long-term giving.
- Skilled in CRM/database management (e.g., Salesforce, Looker, etc) to track donor activity, analyze giving trends, and inform strategy.
- Strong communicator adept at crafting compelling donor messaging, impact reports, and personalized outreach materials.
- Collaborative team player with experience coordinating across departments to align donor relations with organizational objectives.
- Passionate about advancing mission-driven work through authentic donor connection, data-driven engagement, and strategic growth initiatives.
- Manages day to day team leadership operations, including call queue and team inbox support coverage.
- Supports new business opportunities with department leaders, and internal partners including Provider Services, Workup and Recruitment.
- Develops, coaches, and provides mentorship to direct reports while motivating team members around goal achievement.
- Analyzes, defines, maintains, and/or modifies donor processes to identity opportunities for operational efficiencies to improve customer service to donors as well as Provider, Transplant Centers, and other stakeholders.
- Oversees staff competency assessments and helps to develop training that supports quality and department goals.
- Resolves operational, clinical, and technical issues related to donor management.
- Leads or participates in cross-functional teams and projects, as needed.
- Enhanced team collaboration by implementing project management tools, leading to more efficient project execution.
Donor Engagement Specialist Bilingual - Spanish
Be The Match/NMDP
11.2021 - 06.2024
- Effectively use Be the Match/NMDP systems and investigation skills to locate and contact donors.
- Educate and inform donors of all aspects of the stem cell donation process.
- Assist in overcoming donor barriers to donation.
- Effectively facilitate hand-off to Donor Operations team for next steps in donation process.
- Effectively practice behavioral coaching techniques-asks open-ended questions, utilized reflective listening skills, summarized conversations, and assessed commitment to next steps in the donation process.
- Completed first contact activities within established timelines.
- Provided required updates to Case Management and Operation teams, as applicable.
- Effectively document in STAR Link and Sales force.
- Effectively contribute in a team environment and/or independent work as needed.
- Actively and effectively engaging donors.
- Completing/managing record updates and documentation accordingly.
- Provide high-quality donor care.
- Work as part of different innovation groups within Donor Engagement team, such as Bilingual Spanish group, innovation group, and Social Media group.
- Utilize bilingual skills to increase availability for Hispanics/Spanish speaking donors.
- Translate outreach and education materials from English to Spanish.
- Developed training materials for Bilingual specialists.
- Developed and support training sessions for Bilingual specialists.
Youth Care Worker
Health Care Support/ Calliburn
05.2021 - 07.2021
- Provided sustained and uninterrupted direct supervision of the children assigned to the worker.
- Followed the instructions of medical/clinical staff, regarding each child.
- Informed Unit Manager of information impacting the basic health and well-being of children.
- Effectively communicated behavioral expectations and program regulations to children and enforce compliance with regulations and expectations by all children.
- Completed all required documentation prior to completion of shift and meet all pre-determined deadlines.
Care Coordinator
Sunshine Health Plan/ Centene
04.2019 - 05.2021
- Provided intensive social/clinical work case management and counseling to individuals, families, and caregivers.
- Conducted assessments, problem resolution, interventions, and family stabilization support in cases of abuse in the community and facilities.
- Approved, supervised, and monitored medical services for clients in long term facilities and at home.
- Coordinate, refer and approve medical services as required in long term facilities or at home.
- Completed the screening and the application process for public assistance programs such as Medicaid, SSI Food Stamps, Cash Assistance, and others.
- Developed individualized comprehensive plan of care for clients.
- Referred members to needed community resources, ensuring continuation of care.
- Provided comprehensive abuse prevention education to families and professional facilities/providers.
- Mentored and trained customers both internally and externally on abuse prevention.
Patient Care Technician/ Student Nurse
Naples Community Hospital
10.2018 - 01.2019
- Assisted patient with everyday medical and behavioral needs.
- Monitored vital signs (temperature, pulse etc.) or EKG signals and patient condition.
- Collected fluid samples or other specimens for testing.
- Assisted nursing staff in administering basic treatments.
Clinical Case Manager
Lee County Department of Health
03.2017 - 09.2018
- Provided intensive social work case management and counseling to individuals and families.
- Conducted assessments, problem resolution, interventions, and family stabilization support in cases of abuse in the community and facilities.
- Supervised and monitored medical services for clients in Lee County.
- Coordinated, referred and approved medical appointments and clinic schedules.
- Completed the screening and the application process for public assistance programs such as Medicaid, Medicaid PAC Waiver, Food Stamps, Cash Assistance, and others.
- Developed individualized comprehensive plan of care for clients.
- Referred members to needed community resources, ensuring continuation of care.
- Provided comprehensive abuse prevention education to families and professional facilities/providers.
- Mentored and trained customers both internally and externally on abuse prevention.
Case Manager
AIDS Healthcare Foundation
03.2013 - 05.2016
- Supervised and monitored medical services for clients in Lee and Collier County.
- Coordinated, referred, and approved medical appointments and clinic schedules.
- Network within the community to assure all public and private human service organizations are knowledgeable about HIV and AIDS and the services available.
- Completed the screening and the application process for public assistance programs such as Medicaid, Medicaid PAC Waiver, Food Stamps, Cash Assistance, and others.
- Developed individualized comprehensive plan of care for clients and make community referrals.
- Resolved client concerns and complaints.
- Prepared and followed-up on the status of applications for free services such as free medication and medical services.
Case Manager
Epilepsy Services
06.2009 - 03.2013
- Supervised and monitored medical services for clients in Lee and Collier County.
- Coordinate, refer and approve medical appointments and clinic schedules.
- Network within the community to assure all public and private human service organizations are knowledgeable about Epilepsy and the services available.
- Developed individualized comprehensive plan of care for clients and make community referrals.
- Resolved client concerns and complaints.
- Prepared and follow-up on the status of applications for free services such as free medication and medical services.
- Setup diagnostic test including EEGs, MRIs, CT scans and blood tests and follow-up with results.
- Developed and implemented volunteer program.
- Supervised volunteer and employees at Lee County location.
Case Manager Assistant
Epilepsy Services
06.2009 - 04.2010
- Updated client files, schedule appointments with doctors, set-up requested medical tests.
- Processed application for medication.
- Provided client service in processing request and following-up on information from client.
- Obtained medical reports or health information from other facilities or providers.
- Operate copy machine, fax machine and printers.
- Provided data entry for client information, experienced in Microsoft Office and Excel.
Education
Some College (No Degree) - Health Care Administration
Southwestern College
Fort Myers, FLHigh School Diploma - GED
State of FL
Fort Myers, FLSkills
- Skilled in Spanish language interpretation
- Effective leadership skills
- Skilled in delivering effective case management in field settings for 10 years
- Understanding of Medicare and Medicaid regulations
- Proficient in managing PAC waiver processes
- Understanding of HLA and blood stem cell transplantation
- Strong innovative skills
- Skilled in technology and collaboration
- Cross-functional coordination
- Decision-making
Languages
Spanish
Native or Bilingual
Timeline
Senior Donor Engagement Specialist Bilingual - Spanish
Be The Match/NMDP
06.2024 - Current
Donor Engagement Specialist Bilingual - Spanish
Be The Match/NMDP
11.2021 - 06.2024
Youth Care Worker
Health Care Support/ Calliburn
05.2021 - 07.2021
Care Coordinator
Sunshine Health Plan/ Centene
04.2019 - 05.2021
Patient Care Technician/ Student Nurse
Naples Community Hospital
10.2018 - 01.2019
Clinical Case Manager
Lee County Department of Health
03.2017 - 09.2018
Case Manager
AIDS Healthcare Foundation
03.2013 - 05.2016
Case Manager
Epilepsy Services
06.2009 - 03.2013
Case Manager Assistant
Epilepsy Services
06.2009 - 04.2010
Some College (No Degree) - Health Care Administration
Southwestern College
High School Diploma - GED
State of FL