Esma Zagorica
Utica,NY
Summary
I have worked in the field of Human Services for a decade. I have enjoyed working in this community as a home visitor, care manager, and as a clinician. I came to America as a refugee, which has taught me to value and give back to the community. I find compassion with all individuals I work with to provide the care they need. I want to continue providing the best services this community has to offer. I worked with single mothers, refugees, teen parents, and families with substance use issues. I pride myself in striving to do the best I can for my patients in our community.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Clinic Director
The Neighborhood Center
Utica, NY
05.2023 - Current
- I have been working as the Clinic Director at the Neighborhood Center since 2023.
- I oversee two clinics that are article 31 clinics.
- In this position I oversee a team of clinicians, ensuring that OMH guidelines are followed, serving the community.
- I enhanced policies and procedures to ensure best practice was used with every client.
- I wrote new policies and procedures as needed.
- Training the staff on best practices.
- Attending agency meetings and collaborations to ensure that we are function at our best capacity.
- Supervising around 40 staff, meeting with clients as needed.
- Managed staff schedules to optimize resource allocation and coverage.
- Oversaw compliance with healthcare regulations and organization policies.
- Implemented best practices for patient intake and appointment scheduling.
- Coordinated training programs for clinical staff to enhance skills and knowledge.
- Facilitated communication between departments to improve workflow efficiency.
- Evaluated clinic performance metrics to identify areas for improvement.
- Reviewed patient records to assess appropriateness of care and diagnose health problems.
- Maintained current knowledge of industry trends, new technologies, treatments, medications and best practices.
- Performed administrative duties such as preparing reports or completing paperwork related to billing or insurance claims.
- Assisted in developing strategies for providing high-quality medical services within budget constraints.
Behavioral Health Coordinator
Upstate Family Health Center
Utica, NY
01.2022 - 10.2023
- Create the Behavioral Health program in Primary Care by developing policies and procedures that were utilized for proper patient care.
- Developed referral process for providers to send appropriate patients to the mental health program.
- Maintained patient lists.
- Provide support to PCP's.
- Supervise staff as needed.
- Serve the community with individual counseling as ordered by Primary care.
- Chaired staff meetings, providing status updates on key activities to clinical management.
- Represented company professionally when engaging with public and government agencies.
- Developed and maintained computerized record management systems to store and process data.
- Implemented policies and procedures to achieve financial goals while meeting patient and associate expectations.
- Prepared informative manuals and training guides to assist with successful management of healthcare system.
- Conducted public relations activities on behalf of facility to promote mental health services.
- Researched health center standards and guidelines to identify best practices and improvement opportunities.
- Created business plans to optimize staffing efficiencies and reporting structures.
- Facilitated consistency in delivery and quality of services by hiring and supervising top-notch employees.
LMSW Behavioral Health Ed
MVHS
Utica, NY
09.2017 - 05.2023
- Documented behavioral incidents to keep accurate records.
- Documented patient behavior, interventions completed and patient response to interventions.
- Completed patient reports daily and submitted to management for evaluation.
- Completing comprehensive mental health assessments to ensure safety of patient.
- Cultivated relationships with fellow staff members to enhance team collaboration.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Documented patient interactions in compliance with HIPAA requirements.
- Collaborating with providers to ensure best care.
- Filling in on different floors of the hospital providing supportive counseling to patients in need.
- Working on maternity to assess new mothers for postpartum depression, providing community referrals if ongoing care is needed.
- Assisted patients and families when there was a trauma in the ED to ensure that they are taken care of and supported.
- Led patients in individual, family, group and marital therapy sessions.
LMSW BEHAVIORAL HEALTH OUTPATIENT
MVHS
Utica, NY
07.2017 - 05.2023
- Servicing the community in outpatient mental health services.
- Collaboration with PCP to serve the patient better.
- Worked in ED setting completing all mental health evaluations for patients that came to ED with mental health issues.
- Training new staff and interns in job duties and clinical skills.
- Assisted clients with identifying feelings and behaviors by asking open-ended questions.
- Diagnosed mental health, emotional and substance abuse disorders.
- Diagnosed and formulated treatment goals for patients utilizing current DSM.
- Collaborated closely with treatment team to appropriately coordinate client care services.
- Recorded comprehensive patient histories and coordinated treatment plans with multi-disciplinary team members.
- Conducted outreach, advocacy and rehabilitative services for regular cases and crisis intervention.
- Referred clients to other programs and community agencies to enhance treatment processes.
- Developed appropriate policies for identification of medically-related social and emotional needs of clients.
- Demonstrated sensitivity and competence in treating patients from diverse backgrounds.
- Documented service plans, treatment reports and progress notes.
- Working closely educating medical residence at Sister Rose Vincent.
- Assisted in integrating Behavioral Health at Sister Rose Vincent to provide mental health services at primary care.
- Managed case load ranging from 100-120 patients.
- Provided CBT, M-CBT, and solution focused therapy. Utilizing strength based perspective.
- Trained all new staff on the policies and procedures that are utilized.
- Provided support to co-workers and staff.
- Provided and trained in debriefing staff.
Case Manager
Neighborhood Center
Utica, NY
01.2017 - 10.2017
- Admits new clients by reviewing records and applications; conducting orientations.
- Determines clients' requirements by completing intake interviews; determining need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewing therapist evaluations, treatment objectives, and plans.
- Establishes treatment programs by setting schedules and routines; coordinating services being provided; arranging resources, including transportation and escort.
Internship Student-graduate
Liberty Resources
Oneida, NY
09.2016 - 05.2017
- Residents are then linked to appropriate healthcare, treatment, and natural supports, along with various other services that address the full range of their needs and concerns, while reflecting client values and strengths.
- Service is driven around individualized service planning with a focus on increasing personal self-determination and improving self-sufficiency through natural and community-based supports.
- Discharge planning commences from the day residency begins and residents are encouraged to live as independently as possible.
Family Support Specialist
Mohawk Valley Community Action Agency Inc
Utica, NY
05.2012 - 01.2016
- Serve as liaisons between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts, to help children who face problems such as disabilities, abuse, or poverty.
Internship Student-undergrad
Contact Community Services Crisis hotline
Syracuse, NY
01.2015 - 07.2015
- Offered prevention services to the community in the form of emotional support.
- Offered intervention services to the community in the form of crisis intervention and suicide prevention.
- Offered information and referrals to other community resources.
- Satisfactorily completed 60+ hours of training in active listening, crisis intervention, suicide prevention, philosophy and procedures.
CNA
Presbyterian Nursing Home
New Hartford, NY
06.2007 - 10.2008
- Provide patients with assistance in bathing, dressing, or grooming, demonstrating these skills as necessary.
- To help clients better their independence and daily living skills.
Day Habilitation Specialist
The Arc
Utica, NY
03.2007 - 01.2008
- Help individuals with mental disabilities better their everyday living skills.
- Manage paperwork to record these daily skills in each individuals file.
Education
Human Services -
Mohawk Valley Community College
Utica05.2012
Science -
Proctor High School
Utica06.2005
Social Work - Social Work
Fordham University Keuka College
New YorkSkills
- Microsoft Word
- Behavior Observation
- Microsoft Excel
- Microsoft Office
- Critical Thinking
- Coordinating Care
- Record keeping
- Problem Solving
- ECw
- Epic
- Patient Counseling
- Charting and Clinical
- Employee Training Documentation
- Records Management
- Domestic Violence Assistance
- Knowledge of Medical Terminology
- Intake Assessment
- Attention to Detail
- Interpersonal Skills Development
- Verbal and Written Communication
- Mental Healthcare
- Active Listening
- CBT
- M-CBT
- Mindfulness
- EMDR
- Solution Focused therapy
- Policy writing
- Regulatory compliance
- Staff training
- Performance evaluation
- Quality assurance
- Patient care coordination
- Community outreach
- Crisis intervention
- Effective communication
- Leadership development
- Problem solving
- Conflict resolution
- Program implementation
- Patient flow
- Program management
- HIPAA compliance
- Employee training
- Administrative leadership
Certification
- First Aid Certification
- LMSW
- CNA
- Social Work License
Languages
Bosnian
Professional
bosnian
Professional
Timeline
Clinic Director
The Neighborhood Center
05.2023 - Current
Behavioral Health Coordinator
Upstate Family Health Center
01.2022 - 10.2023
LMSW Behavioral Health Ed
MVHS
09.2017 - 05.2023
LMSW BEHAVIORAL HEALTH OUTPATIENT
MVHS
07.2017 - 05.2023
Case Manager
Neighborhood Center
01.2017 - 10.2017
Internship Student-graduate
Liberty Resources
09.2016 - 05.2017
Internship Student-undergrad
Contact Community Services Crisis hotline
01.2015 - 07.2015
Family Support Specialist
Mohawk Valley Community Action Agency Inc
05.2012 - 01.2016
CNA
Presbyterian Nursing Home
06.2007 - 10.2008
Day Habilitation Specialist
The Arc
03.2007 - 01.2008
Human Services -
Mohawk Valley Community College
Science -
Proctor High School
Social Work - Social Work
Fordham University Keuka College