Gilbert Hernandez
Phoenix,AZ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Focused Mental Health professional with over 20 years of experience in call center service, case management and support.
Overview
19
19
years of professional experience
Work History
Discharge Planner
Phoenix Medical Psychiatric Hospital
Phoenix , ARIZONA
2024.02 - Current
- Developed individualized discharge plans for patients based on their medical and psychosocial needs.
- Identified any potential barriers or risks that may impede successful outcomes post-discharge.
- Assisted in the coordination of services needed after hospitalization such as home health care, durable medical equipment, transportation.
- Maintained timely communication with physicians regarding patient's progress during the course of treatment prior to discharge.
- Facilitated referrals for follow up appointments with specialists or primary care providers post-discharge.
- Created a safe environment for discharged patients by providing information about safety precautions at home and in the community.
- Developed individualized discharge plans for hospitalized individuals according to their physical and mental health needs.
- Participated in multidisciplinary team meetings when determining appropriate levels of care prior to discharge.
- Collaborated with other professionals to assess client needs.
Contact Center Supervisor
Solari Inc
Tempe, AZ
2010.10 - 2024.01
- Supervised and tracked phone activity using various contact center applications and software tools.
- Developed and executed contact strategies to provide quality coordination of care.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Provided real-time coaching, guidance and feedback to Crisis Specialists to achieve development goals.
Case Manager
People Of Color Network, Partners In Recovery
Phoenix, AZ
2006.03 - 2010.10
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
Education
Bachelor Of Science And/with Education Degree - Criminal Justice
The University of Texas At El Paso
El Paso, TXSkills
- Call Volume Analysis
- Performance Tracking and Evaluations
- Confidentiality Requirements
- Critical Thinking
- Team Coaching
- Staff Training
- Performance Appraisal
- Crisis Management
- Compliance Knowledge
- Call Monitoring
- Quality assurance
- Multitasking
- Training and development
- Time management
- Conflict resolution
- Decision-making
- Active listening
- Family Support
- Interdisciplinary Collaboration
- Policy Interpretation
- Treatment Plans
- Quality Improvement
- Problem-Solving
- Substance Abuse Prevention
- Dependency Recovery
- Community Health Services
- Teamwork and Collaboration
- Problem-solving aptitude
- Referral Coordination
- Active Listening
Timeline
Discharge Planner
Phoenix Medical Psychiatric Hospital
2024.02 - Current
Contact Center Supervisor
Solari Inc
2010.10 - 2024.01
Case Manager
People Of Color Network, Partners In Recovery
2006.03 - 2010.10
Bachelor Of Science And/with Education Degree - Criminal Justice
The University of Texas At El Paso
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