Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Elizabeth Quintero

Chicago,IL

Summary

Dedicated case manager with proven expertise in crisis intervention, relationship building, and effective communication. Committed to developing personalized care plans that enhance client outcomes and ensure seamless coordination across multidisciplinary teams.

Results-driven professional with a strong background in case management and crisis intervention. Skilled in assessing client needs and implementing effective support strategies, leading to improved service delivery and positive client outcomes in challenging situations.

Compassionate case manager known for effective communication and problem-solving skills. Expertise in crisis intervention and client advocacy, successfully coordinating resources to empower individuals and enhance overall well-being.

Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Case Manager

Lutheran Social Services of Illinois
Chicago, IL
09.2024 - Current
  • Analyzed client situations and coordinated assessments to create individualized care plans that address specific needs.
  • Coordinated interactions between clients, families, and service providers to ensure uninterrupted care delivery.
  • Evaluated client progress via consistent check-ins, modifying support strategies to enhance effectiveness.
  • Conducted crisis interventions to address immediate client needs and connect them with resources.
  • Maintained accurate case documentation adhering to compliance regulations and organizational standards.
  • Collaborated with multidisciplinary teams to improve service delivery and enhance client outcomes.
  • Provided education on available community resources, empowering clients to make informed decisions.
  • Supported program initiatives by collecting data for evaluations and identifying areas for improvement.
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
  • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
  • Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
  • Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
  • Participated in regular professional development opportunities to stay current on best practices within the field of case management.
  • 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.
  • Facilitated individual and group sessions to promote positive behavior change for clients.
  • Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
  • Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
  • Coordinated with healthcare providers to ensure clients had access to necessary medical services, enhancing their overall well-being.
  • Implemented feedback system for clients to share their experiences, enhancing service quality through direct input.
  • Developed resource directory for clients, simplifying their search for essential services.
  • Enhanced team collaboration by leading regular case review meetings, promoting unified approach to client care.
  • Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
  • Developed partnerships with local agencies to provide broader range of services for clients, broadening their support network.
  • Secured funding for special projects through grant writing, expanding resources available to clients.
  • Advocated for clients in legal settings, ensuring their rights were protected and voices heard.
  • Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
  • Collaborated with landlords and housing agencies to obtain stable housing for clients, effectively addressing homelessness challenges.
  • Trained new case managers, raising team's overall competency and service delivery standards.
  • Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
  • Developed and implemented strategies to promote case management services, focusing on underserved communities through targeted outreach.
  • Increased client satisfaction through diligent follow-up and personalized support.
  • Facilitated effective crisis resolution while maintaining a compassionate approach to safeguard client well-being and care continuity.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Assessed community needs and identified resources for social and community service programs.
  • Provided leadership, guidance and support to staff members.
  • Coordinated involvement in community events, focusing on service promotion and public engagement.
  • Monitored program performance and outcomes for successful delivery of services.
  • Partnered with local organizations to expand access to social and community services.
  • Established and maintained relationships with key stakeholders.
  • Collaborated with community members to develop and implement service initiatives.
  • Researched best practices and developed strategies to improve program outcomes.
  • Advocated for social and community service programs to increase awareness and funding.
  • Coordinated with community stakeholders for successful implementation of social and community service initiatives.
  • Developed and implemented training programs for staff.
  • Implemented strategies to increase public awareness of social and community service programs.
  • Coordinated engagement efforts with local stakeholders to enhance program visibility and collaboration.
  • Facilitated communication between clients, families, and service providers to ensure continuity of care.
  • Coordinated client assessments to determine service needs and develop tailored care plans.
  • Conducted outreach activities to engage local stakeholders in programs.

Blood Collections Specialist/Crissis Prevention

American Red Cross
Chicago, IL
08.2021 - 12.2024
  • Managed collections process to ensure timely follow-up on overdue accounts.
  • Implemented strategies to improve collection rates and reduce outstanding balances.
  • Trained new staff on collections protocols and best practices for effective communication.
  • Analyzed account data to identify trends and recommend process enhancements.
  • Developed and maintained strong relationships with donors to facilitate successful collections.
  • Coordinated with internal teams to resolve discrepancies and streamline operations.
  • Utilized CRM software to track accounts, document interactions, and monitor progress.
  • Led initiatives to enhance donor engagement through personalized outreach efforts.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
  • Conducted patient blood draws while ensuring adherence to safety and hygiene protocols.
  • Collaborated with healthcare teams to improve patient experience during collection processes.
  • Trained and mentored new staff on proper blood collection techniques and best practices.
  • Implemented process improvements that enhanced efficiency in blood collection workflows.
  • Maintained accurate records of patient interactions and blood donation data for compliance purposes.
  • Analyzed collection procedures to identify areas for quality improvement and workflow optimization.
  • Led initiatives to streamline inventory management of blood collection supplies and equipment.
  • Ensured compliance with regulatory standards in all aspects of blood collection operations.
  • Enhanced patient comfort by utilizing proper venipuncture techniques and adhering to safety protocols.
  • Expedited processing times by consistently meeting sample preparation deadlines for laboratory analysis.
  • Ensured accurate labeling and handling of collected blood samples, reducing the risk of errors or contamination.
  • Assisted with training new staff members on best practices for blood collection procedures, ensuring consistent quality across the team.
  • Stayed current with industry trends and advancements through regular attendance at professional development courses and workshops.
  • Achieved a high success rate of blood draws by maintaining a calm demeanor and using efficient collection methods.
  • Streamlined the appointment scheduling process, minimizing wait times for patients while maximizing productivity for the clinic.
  • Upheld stringent sanitation standards to prevent cross-contamination and maintain a safe environment for both patients and staff members.
  • Contributed to team collaboration by sharing knowledge and expertise with coworkers, fostering a supportive work environment.
  • Safeguarded patients'' well-being by conducting thorough health screenings before initiating any blood draw procedures.
  • Streamlined record-keeping processes by maintaining organized and up-to-date patient information files.
  • Established rapport with diverse patient populations, demonstrating empathy and understanding during sensitive medical procedures.
  • Handled challenging situations with professionalism, such as calming anxious patients or managing difficult vein access issues.
  • Maintained patient confidentiality through strict adherence to HIPAA regulations during all aspects of the blood collection process.
  • Conducted quality control checks on equipment regularly, guaranteeing optimal performance during every procedure.
  • Coordinated efficiently with other healthcare professionals to ensure seamless communication within multidisciplinary teams.
  • Improved clinic efficiency by keeping track of supplies and restocking as necessary in a timely manner.
  • Increased patient satisfaction by providing clear explanations of procedures and addressing any concerns or questions promptly.
  • Promoted overall patient wellness by educating individuals on blood donation benefits and processes.
  • Demonstrated flexibility in adapting to various work settings, including hospitals, clinics, blood drives, and mobile collection units.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Packaged and shipped specimens to central lab daily.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Organized daily work based on collection priority.
  • Assembled tourniquets, needles, and blood collection devices to prepare work trays.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Addressed questions and concerns to educate patients on collection process and procedures.
  • Conducted venipuncture and other CT procedures.
  • Participated in continuing education programs to stay up to date on new technologies and procedures.
  • Collected blood samples in accordance with laboratory protocols and regulations.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
  • Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
  • Verified patients' identification for proper sample collection.
  • Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
  • Verified proper storage and transportation of specimens to laboratories.
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
  • Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
  • Assisted in training and onboarding new phlebotomists.
  • Followed established safety protocols and standards to minimize risk of infection and injury.
  • Reviewed and processed requisitions for laboratory tests.
  • Monitored supply levels and placed orders for laboratory supplies.
  • Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.
  • Participated in quality assurance and competency assessment initiatives.
  • Performed laboratory tests to assist physicians in diagnosis.
  • Provided guidance and support to laboratory personnel.
  • Developed and implemented strategies to improve phlebotomy processes.

Security Supervisor

Shirley Ryan Ability Lab
Chicago, IL
02.2017 - 03.2021
  • Supervised security operations to ensure safety and compliance across facility.
  • Developed and implemented training programs for security staff to enhance performance.
  • Conducted regular risk assessments to identify vulnerabilities and improve security protocols.
  • Collaborated with local law enforcement on emergency response strategies and incident management.
  • Monitored surveillance systems to detect suspicious activities and maintain secure environment.
  • Led investigations into security incidents, documenting findings and recommending corrective actions.
  • Coordinated scheduling of security personnel to optimize coverage during peak hours.
  • Facilitated communication between departments to promote awareness of safety procedures and policies.
  • Conducted regular patrols of facility to detect and deter security threats.
  • Recorded incident reports with detailed accounts of occurrences.
  • Monitored alarm systems and CCTV footage to enable prompt attention and response.
  • Closely monitored alarm systems, responding promptly to alerts and coordinating appropriate action when necessary.
  • Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
  • Prepared and submitted reports to keep management informed of security activities and developments.
  • Supervised and evaluated security staff performance to determine compliance with safety regulations.
  • Coordinated with security personnel or other departments to establish safety of visitors and staff.
  • Oversaw team of security officers and managed scheduling and performance evaluations.
  • Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
  • Improved employee safety by conducting regular training sessions on emergency procedures and proper use of security equipment.
  • Enhanced security measures by conducting thorough risk assessments and implementing new protocols.
  • Developed and implemented strategies to prevent and respond to security incidents.
  • Successfully managed incident response operations during critical situations, ensuring staff and visitor''s safety and minimizing potential damages to company property.
  • Assisted with investigations into reported incidents, gathering evidence and providing detailed reports for review by management or law enforcement officials when required.
  • Analyzed and investigated incidents alongside functional management and security supervisors.
  • Collaborated with management to develop security policies and procedures.
  • Screened vendors and contractors before granting access to restricted areas within mall.
  • Streamlined communication between security staff, ensuring prompt response to potential threats or concerns.
  • Provided ongoing training for staff members on key aspects of physical security principles, such as access control systems or situational awareness techniques during routine operations.
  • Monitored and approved access control systems for accessibility to authorized personnel.
  • Evaluated security personnel performance regularly through unannounced drills or simulated emergency scenarios that helped identify areas for improvement and additional training needs.
  • Reduced incidents of theft and vandalism by closely monitoring surveillance systems and coordinating with law enforcement.
  • Participated in the hiring process for new security personnel, conducting interviews and evaluating candidate qualifications to build an effective team.
  • Evaluated existing emergency plans, making updates as needed to address changes in facility layout or emerging threats.
  • Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
  • Developed strong working relationships with local law enforcement agencies to enhance cooperation in incident response situations.
  • Ensured compliance with all relevant regulations and industry best practices through continuous research and professional development opportunities.
  • Conducted regular audits of security infrastructure, identifying areas for improvement and recommending necessary upgrades.
  • Enhanced team's response time to security incidents by implementing streamlined communication protocol.
  • Reduced false alarms by fine-tuning sensitivity settings of alarm systems.
  • Reduced incidences of theft and vandalism by conducting thorough risk assessments and implementing strategic security measures.
  • Streamlined reporting procedures, enabling quicker decision-making and response to security threats.
  • Increased security awareness among staff with comprehensive training sessions.
  • Improved security team's situational awareness by integrating real-time incident reporting tools.
  • Coordinated security operations during high-profile events, ensuring safe environment for attendees and participants.
  • Led team of security personnel, ensuring high standards of discipline and professionalism were maintained.
  • Developed strong relationships with local law enforcement agencies, which aided in quick responses to incidents.
  • Fostered culture of continuous improvement among security staff through regular feedback and performance reviews.
  • Implemented state-of-the-art access control system, significantly improving management of entry points.
  • Streamlined visitor check-in processes, enhancing efficiency of entry and exit procedures.
  • Enhanced effectiveness of security patrols by using data analytics to identify high-risk areas.
  • Improved effectiveness of surveillance systems by overseeing upgrade of security cameras and monitoring equipment.
  • Conducted regular security audits, significantly improving safety and security protocols within facility.
  • Optimized allocation of security resources during peak times, ensuring comprehensive coverage and rapid incident response.
  • Enhanced physical security of premises by supervising installation of advanced barrier systems.
  • Facilitated collaboration between different departments to ensure cohesive security strategy across organization.
  • Developed and enforced emergency response plans, preparing team for various security scenarios.
  • Conducted detailed investigations into security breaches, providing critical insights that informed future prevention strategies.
  • Responded swiftly to security incidents and effectively resolved security issues.
  • Supervised team of [Number] security personnel during shift.
  • Monitored and maintained CCTV and access control systems to protect personnel and assets.
  • Kept team compliant with security protocols and appearance standards.
  • Investigated and resolved security breaches to protect organization and corporate assets.
  • Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
  • Coordinated protective service operations with other emergency response agencies.
  • Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
  • Analyzed security threats and risks and developed mitigation strategies to reduce potential losses.
  • Implemented comprehensive security plans to provide highest levels of protection for facilities.
  • Collaborated with senior management to develop and implement strategies to mitigate security risks.
  • Conducted regular security audits and assessments to identify potential security risks and vulnerabilities.
  • Managed security policies and procedures to promote safety and security of personnel and assets.
  • Cultivated relationships with external security vendors to make additional security resources available if necessary.
  • Developed and maintained emergency response plans to promote fast and effective action during crises.
  • Submitted documentation for weekly payroll, managed schedules, and enforced policies.
  • Evaluated security systems and procedures to identify areas for improvement.
  • Established and maintained close working relationships with local law enforcement officers.
  • Delivered regular security awareness programs to educate personnel on security measures and protocols.
  • Coordinated with IT personnel regarding security of digital assets and information systems.
  • Determined security budgets and identified opportunities to optimize resource utilization.

Education

Bachelor of Science - Homeland Security/Crissis Prevention

American InterContinental University
Schaumburg, IL
08-2021

Skills

  • Problem-solving
  • Case management
  • Time management
  • Case documentation
  • Active listening
  • Organization and multitasking
  • Documentation and reporting
  • Relationship building
  • Decision-making
  • Conflict resolution
  • Positive attitude
  • Email and telephone etiquette
  • Client advocacy
  • Care coordination
  • Community resources
  • Case planning
  • Critical thinking
  • Documentation proficiency
  • Community outreach
  • Records management
  • Data entry and analysis
  • Crisis intervention
  • Emotional awareness
  • Treatment Planning
  • Case management tracking
  • Resource management
  • Referral coordination
  • Case needs assessment
  • Home visits and inspections
  • Patient support
  • Annual case reviews
  • Staff management
  • Discharge planning
  • Needs assessment
  • Intervention plans
  • Performance tracking
  • Staff education and training
  • Individualized counseling
  • Social work
  • Program development
  • Patient management
  • Utilization management
  • Regulatory compliance
  • Team collaboration
  • HIPAA compliance
  • Verbal and written communication
  • Risk assessment
  • Ethical judgment
  • Report writing
  • Stress management
  • Teamwork and collaboration
  • Attention to detail
  • Multitasking
  • Team building

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 15 staff members.
  • Documented and resolved homelessness which led to secure housing.
  • Collaborated with team of 4 in the development of the HO.M.E. program.
  • Achieved secure housing through effectively helping with community leaders, state representatives and landlords.

Certification

  • Domestic Violence Advocate Trained
  • HMIS Certified
  • IM-CANS Certified
  • CPR Certified
  • AED Certified
  • Opioid Overdose Response Training

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Case Manager

Lutheran Social Services of Illinois
09.2024 - Current

Blood Collections Specialist/Crissis Prevention

American Red Cross
08.2021 - 12.2024

Security Supervisor

Shirley Ryan Ability Lab
02.2017 - 03.2021

Bachelor of Science - Homeland Security/Crissis Prevention

American InterContinental University

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