Summary
Overview
Work History
Education
Skills
Timeline
Generic
Esmeralda Carrizales

Esmeralda Carrizales

Care Coordinator
Harlingen,TX

Summary

Accomplished in enhancing mental health care coordination at Kooth Digital Health, I leveraged bilingual communication skills and CRM software expertise to streamline client services, achieving top performance metrics. My proactive approach and strong organizational skills fostered significant improvements in patient outcomes and service efficiency, demonstrating a commitment to excellence in administrative and healthcare support.

Overview

21
21
years of professional experience

Work History

Virtual Mental Health Care Coordinator

Kooth Digital Health
11.2021 - Current
  • Developed strong relationships with local service providers to create a robust referral network for clients in need.
  • Connected clients with appropriate support groups and therapy options, fostering greater social integration and emotional wellbeing.
  • Consistently met or exceeded all performance metrics, earning recognition as a top-performing Call Center Clerk among peers.
  • Collaborated with team members to improve overall call center performance and meet company goals.
  • Incorporated real-life case studies into lessons, providing practical examples of call center challenges and effective solutions.
  • Improved patient outcomes by developing and implementing comprehensive mental health care plans.
  • Trained new Mental Health Care Coordinators on department procedures, contributing to a well-functioning team environment.
  • Maintained accurate and up-to-date client records, ensuring compliance with privacy regulations and allowing for efficient case coordination efforts.
  • Provided crisis intervention services, deescalating situations and connecting clients with necessary resources.
  • Worked closely with insurance providers, ensuring clients received maximum coverage for necessary mental health services.
  • Streamlined client intake process, ensuring timely access to appropriate services and support.
  • Assessed client needs through thorough interviews and evaluations, creating individualized care plans accordingly.
  • Provided clients with recommendations to community resources.
  • Delivered compassionate care to diverse populations including adolescents, adults, LGBTQ+ individuals experiencing a range of mental health issues.
  • Conducted crisis interventions and de-escalation techniques to ensure patient safety during high-risk situations.
  • Provided referrals to connect clients with other community resources to support mental health and well-being.
  • Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.

Case Manager Supervisor

BCFS Health And Human Services
09.2014 - 08.2024


  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • 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.
  • Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
  • Increased participant engagement by incorporating interactive activities and group discussions into sessions.
  • Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.

Senior Clinical Administrative Coordinator

Will County Health Department
09.2008 - 08.2013
  • Conducted quality assurance audits on patient files, identifying areas for improvement in documentation practices to enhance overall accuracy.
  • Implemented electronic health record system, leading to greater accuracy in data management and streamlined information sharing among clinical teams.
  • Ensured compliance with healthcare regulations and policies, maintaining accurate patient records and documentation.
  • Supported clinic management through accurate reporting on key performance metrics related to patient flow and appointment availability.
  • Improved patient satisfaction by streamlining appointment scheduling and follow-up procedures.
  • Collaborated with multidisciplinary teams to develop comprehensive care plans for patients, resulting in improved health outcomes.
  • Managed high volume of incoming calls, providing prompt assistance to patients, physicians, and insurance companies.
  • Facilitated efficient billing processes by verifying insurance coverage information and submitting claims promptly.
  • Served as liaison between clinical departments, fostering collaboration on initiatives aimed at improving patient care services across the organization.

Project Coordinator, Early Head Start

Catholic Charities
01.2004 - 08.2008
  • Enhanced project efficiency by streamlining communication channels and organizing team meetings.
  • Assisted with grant writing efforts, securing essential funding for Early Head Start programs'' continued success.
  • Developed comprehensive reports on project status, ensuring transparency among stakeholders and team members alike.
  • Conducted regular progress monitoring, enabling timely adjustments to maintain project goals and objectives.
  • Collaborated with cross-functional teams to ensure seamless execution of Early Head Start initiatives.
  • Maintained accurate records of all project-related documentation, facilitating quick access and reference when needed.
  • Managed budgets and resources effectively, ensuring optimal allocation for project success.
  • Ensured compliance with federal regulations and guidelines related to Early Head Start programming.
  • Facilitated partnerships with community organizations to enhance service delivery for Early Head Start programs.

Education

Master of Arts - Human Resource Management

Keller Graduate School of Management
Tinley Park, Illinois
06.2021

Bachelor of Arts - Healthcare Administration

DeVry University
Tinley Park, IL
06.2018

Skills

  • Written and oral communication
  • Bilingual (Fluent in English and Spanish)
  • Technical Support
  • Multitasking and Prioritization
  • Customer Account Management
  • Data Entry and Maintenance
  • CRM Software
  • Inbound and Outbound Calling
  • MS Office
  • Administrative and Office Support
  • Call Center Customer Service
  • Microsoft Office Suite
  • Computer Proficiency
  • Time Management
  • LiveChat Messaging
  • Business Development
  • Strong Organizational Skills
  • Calendar Management
  • Customer Service

Timeline

Virtual Mental Health Care Coordinator

Kooth Digital Health
11.2021 - Current

Case Manager Supervisor

BCFS Health And Human Services
09.2014 - 08.2024

Senior Clinical Administrative Coordinator

Will County Health Department
09.2008 - 08.2013

Project Coordinator, Early Head Start

Catholic Charities
01.2004 - 08.2008

Master of Arts - Human Resource Management

Keller Graduate School of Management

Bachelor of Arts - Healthcare Administration

DeVry University

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Esmeralda CarrizalesCare Coordinator