Gilbert Encarnacion

• Gather information for intake, assessment, and reassessments.
• Provide care management and support to a caseload through the coordination of medical, mental health, HCBS and substance use services.
• Conduct assessments and prepare a comprehensive plan of care as directed by NY State and Managed Care Organizations.
• Collaborate with the individual's HARP team including: MCOs, HCBS providers, as well as other medical and treatment providers.
• Generating referrals to providers, community-based resources, and appropriate services and other resources to assist in goal achievement.
• Ensure entitlements, insurance, and benefits are in place and maintained.
• Develop service plans and resolve barriers to effective service utilization.
• Attend and prepare for Interdisciplinary Care Team meetings which will feature newly enrolled, frequently admitted, high utilizing at risk members.
• Accompany members to/from any appointments when needed.
• Documents in a comprehensive manner to ensure that all goals, interventions, and care coordination activities for each member in EMR system, and other applicable software programs, are compliant with professional standards and regulatory guidelines.
• Educate members on health-related conditions and support members in addressing gaps in health care through connection to direct care providers, resources and medications, as appropriate to members conditions.
• Assist in crisis intervention and provide or refer to crisis services.
• Coordinated patient care plans to enhance service delivery and improve health outcomes.

• Investigates and resolves complex inquiries and problems associated with operating, order, fulfillment and billing systems
• Works directly with business partners and IT to provide resolution and guidance to resolve issues and provide an enhanced customer experience
• Documents and assigns issues to development teams
• Researches, investigates, and analyzes issues which includes "steps to reproduce" for multiple applications
• Determines severity of the problem
• Monitors timeline of corrections and escalates when appropriate
• Ensures timely communications to all impacted teams
• Fields questions and requests and communicates resolution in a timely and thorough manner
• Acts as subject matter knowledge of core processes, procedures and workflows across multiple systems and applications, identifying trends and gaps and reports to appropriate management team
• Provides solutions and instructs clients on the appropriate application of technology
• Works with business partners and IT to develop requirements for system enhancements
• Provides support and user acceptance testing resources to Business Development., g.encarnacion07@gmail.com

• Initiates, updates, tracks and closes incident/support requests
• Laptop/desktop setup and support for all regions
• New Hire account support
• Setup and support zoom, basic networking and WiFi access, VPN access and other company service solutions
• Installs / replaces hardware and applications as needed
• Provides basic Active Directory user administration
• Documents configurations and procedures
• Works with other team members when necessary to correct or improve desktop and/or laptop performance
• Provide technical support, training, and guidance to team members or less experienced technicians
• Works with the team to ensure that all procedures and processes are clear and defined
• Assist with inventory and asset management for all IT equipment.

Customer service
Perform computer and cell phone repairs
Hardware and Printer troubleshooting
Provide customers support remotely
Perform OS and software updates as needed
Mac support: Wifi connection, hardware repairs, software updates, drivers installation and customer support.

Customer service
Network Installation
Security Cameras Installation

System troubleshooting Remote support Active directory
MS Exchange

• Hardware and Printer troubleshooting
• Help desk support
• Perform OS and software updates as needed
• Work as a team player to keep 20 computers running up to speed
• Answer customers' questions about using the computer