Jasmine Hanks
LaPlata,MD
Summary
As a Case Manager- Assess, plan, develop, implement, coordinate, monitor and evaluate patient’s plan of care beginning from admission through discharge. Maintained medical records. Utilize clinical knowledge, critical thinking skills, and the principles of case management to coordinate and implement a discharge plan that is tailored to individual patients by ensuring seamless, effective and efficient transition of care across the continuum. Collaborate with other treatment team members both internal and external to the organization. Participate in quality improvement and evaluation processes related to the management of care. Educate patients on health maintenance and disease prevention.
As social services professional with history of impactful client support and resource coordination. Proven ability to manage client cases and foster community partnerships to facilitate comprehensive care. Recognized for teamwork and adaptability, ensuring client needs are met in dynamic environments. Skilled in crisis intervention and case management.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Social Services Representative
Department of Human Services
Washington, DC
02.2020 - Current
- Responsible for determining eligibility and enrolling customers in public assistance programs in the District of Columbia, including but not limited to TANF (Temporary Assistance for Needy Families), Medical Assistance (Medicaid MAGI and Non-Magi) and Supplemental Nutrition Assistance Program (SNAP) formerly Food Stamps.
- Utilizes eligibility systems and other sources of electronic and paper information to look up case history, understand current eligibility and identify any required actions from customer or DHS.
- Interviews customer by telephone to collect information and evidence required for eligibility determinations.
- Develops a wide variety of policy analysis documents to aid in proposing legislation and making changes in existing programs.
- Identifies areas of major concern, review current projects, searches pertinent literature, evaluations, often containing conflicting data.
- Provide excellent customer service by listening and responding appropriately with customer to identify and document barriers.
- Facilitated communication between clients and service providers to enhance support access.
- Follows privacy and security guidelines with all paper and electronic information.
- Avoids handoffs and delays for agency by leveraging available information and taking appropriate action to resolve questions and issues, reducing the agency error rate by 85%.
- Apply policies and procedures while reviewing applications, renewals/recertification's, reported changes and other sources of information from the District of Columbia residents to determine eligibility.
- Acted as a facilitator to resolve issues; seen as a key team member on project teams spanning more than own function.
- Assisted in various projects such as ESAP (Elderly Simplified Application Project) and SNAP Pilot Program.
- Assisted in various QIP programs to ensure quality assurance for SNAP program.
- Supports in ESA (Economic Service Administration) Public Benefits Call Center to provide assistance with customer calls.
- Responsible for reviewing SNAP and TANF cases to ensure that the Economic Security Administration follows all rules and regulations of the SNAP program when determining eligibility for DC applicants and/or recipients.
- Works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by supervisor.
- Exercises judgment in applying Federal Rules, District laws, City Council regulations, department policies and procedures, Office of Attorney General decisions, Mayoral Orders, Hearing Officers’ decision.
- Adheres to protocols and follows up appropriately to identity, escalate, and address any questions, concerns, and issues from both external and internal coworkers.
- Monitors progress of and ensure timely completion of recertification's, mid-certs and applications.
- Communicates with managers regarding insufficient and inaccurate data listed on certification, recertification's and application forms.
- Monitoring strategies to determine compliance with governing laws, regulations and procedures.
Medicare Coordinator
Inova Health System
Fairfax, VA
10.2019 - 02.2020
- Managed over 100 patients daily.
- Determine home care eligibility and review patient insurances and medical documentation.
- Coordinate health care services as ordered by the attending physician.
- Assist hospital/facility personnel in the discharge planning process.
- Ensure coordination of all ancillary services per the patient’s needs following discharge.
- Increase awareness of services offered and service account to maintain facility relationships.
- Acted as a resource case manager for patients.
- Review and complete all clinical documentation following agency protocol and Medicare/Federal guidelines.
- Participated in care conferences and coordination of case management.
- Participated in Care Integration meetings.
- Coordinated Medicare enrollment processes, ensuring compliance with regulations and guidelines.
- Managed communication with healthcare providers to facilitate patient access to Medicare services.
- Streamlined claim processing workflows, improving efficiency and reducing turnaround times for approvals.
- Trained and mentored junior staff on best practices in Medicare coordination and patient advocacy.
- Collaborated with interdisciplinary teams to address patient needs and resolve complex Medicare-related issues.
- Analyzed data trends related to Medicare utilization, informing strategic decisions to improve service delivery.
- Trained new staff members on Medicare policies and procedures, resulting in a more efficient team overall.
- Served as a liaison between patients, providers, and insurance companies to resolve claims issues promptly.
- Collaborated with healthcare providers to develop personalized care plans, optimizing patient outcomes.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Conducted regular audits to identify potential areas of risk or non-compliance within the organization''s Medicare practices.
- Resolved discrepancies in claims submission by closely working with medical coders and billing specialists.
- Developed educational materials for beneficiaries, enhancing understanding of Medicare options and benefits.
Non-Medical Case Manager
Greater Baden Medical Services
Brandywine, MD
03.2018 - 08.2019
- Provide on-site Ryan White Medical Case Management Services in an HIV Medical Care five days a week.
- Collaborate with clinic staff to assure quality care to identify appropriate services for the clients.
- Manage an assigned caseload of clients with HIV/AIDS requiring comprehensive Ryan White Medical Case Management Services.
- Conduct an intake into care, including an initial assessment, which includes client strengths, Medical, Viral Load and CD4 testing results, medical insurance status, financial, adherence to medical appointments, medication adherence, behavioral health and substance abuse, oral health, nutrition, transportation and basic needs.
- Assess the biopsychosocial needs of clients based on program requirements.
- Develop comprehensive care plan and monitor client's progress towards meeting the established goals of care.
- Conduct ongoing assessment of client needs at least every six months and refer and link clients to other appropriate resources.
- Report health and/or behavior changes of clients to the Medical Case Manager.
- Follow up with client's service provider regarding referrals while maintaining minimum contact with clients based on client and service care plan.
- Facilitate monthly support groups.
- Coordinate service delivery in a timely manner.
- Document activities regularly in progress notes while protecting the oral, written and electronic confidentiality of the client.
- Participate in case conferences to sustain or improve client's quality of life with the client providers.
- Maintain client files in accordance with the standards established by DC HRSA (Health Resources and Services Administration).
- Protect client information and records at all times in compliance with HIPAA and agency confidentiality policy.
- Maintain accurate written documentation of all client contacts in Care Ware within 24 hours of contact.
- Attend and participate in agency meetings, staff-in services and external trainings.
- Attend Case Management Operations Committee (CMOC) meetings as required.
Family Investment Specialist II
State of Maryland, Department of Human Services DSS
Landover, MD
04.2017 - 03.2018
- Served as the lead Family Investment Specialist for the intake (interview) processing unit.
- Sole specialist for Medical Assistance cases including cases from Social Security Administration weekly.
- Subject matter expert in the Medical Assistance policies and procedures. Routinely provided training on the subject to junior specialists.
- Assisted in training new employees and assist other junior specialists with problems they encountered while interacting with customers over the phone; addressed escalated customer questions and concerns.
- Identified junior specialists' strengths and opportunities and report findings to supervisor.
- Acted as a facilitator to resolve issues; seen as a key team member on project teams spanning more than own function.
- Oversaw the intake and re-determination process by interviewing clients, assisting with completing case records, collecting all required documentation, referring for financial assistance, food stamps, medical assistance and all other social services' benefits programs.
- Created excel spreadsheet to conduct weekly quality control by reviewing cases completed by junior specialists for accuracy and completion.
- Responsible for the monitoring of compliance to management and regulatory policies.
- Prepared monthly agendas and publish meeting notes.
- Assist the supervisor with maintaining coverage for front desk, overseeing projects, training junior specialists and managing the unit.
- Acted as a resource for others.
- Expert user and knowledge about CARES (Client Automated Resource and Eligibility System), SAVE
- (The Systematic Alien Verification for Entitlements), SVES (The State Verification and Exchange System), SOLQ (State Online Query) and Affordable Health Care Act (Maryland Health Connection) systems.
- Applied, explained and interpreted Federal, State and Local policies to applicants, service providers, attorneys, the public and other interested parties.
- Provided accurate and beneficial information to clients needing information regarding agency guidelines, policies, procedures about Maryland Department of Human Services and other City and MD state programs.
- Made referrals to service agencies, organizations, and vendors for appropriate services and information to meet customer's health, housing, food, employment, childcare and transportation needs within the local area.
- Prepared appeal packages to testify in administrative/appeal hearings.
- Determined, processed and finalized eligibility for customers with immediate emergency services such as Rental Assistance for housing, Utility Assistance and Expedited (emergency) Food Supplement.
- Managed over 150 Food Supplement cases weekly.
- Approved referrals for customers in need of other programs such as (Homelessness services, Child Support and Family/Child crisis).
- Facilitated family investment assessments to determine eligibility for programs and services.
- Developed individualized service plans aligning with state guidelines and family needs.
- Coordinated with community resources to enhance support for families in financial distress.
- Conducted training sessions for staff on program updates and best practices in family investment strategies.
- Analyzed case data to identify trends, improving resource allocation and service delivery efficiency.
- Led outreach initiatives to promote awareness of available financial assistance programs among target populations.
- Mentored junior specialists, fostering skills in client engagement and case management processes.
- Spearheaded process improvements that streamlined application reviews, enhancing turnaround times for families seeking aid.
- Educated clients on various investment options, empowering them to make informed decisions about their finances.
- Negotiated favorable terms with external partners on behalf of clients, contributing to enhanced portfolio performance outcomes.
- Collaborated with other financial professionals to ensure comprehensive support for clients'' multifaceted financial needs.
- Advised clients about retirement planning by creating personalized solutions that secured a stable financial future post-career transition.
- Facilitated successful transitions between investment managers or custodians while mitigating any negative impact on the underlying portfolio.
- Reviewed and adjusted investment portfolios regularly, ensuring optimal asset allocation based on changing market conditions and client objectives.
- Built strong relationships with clients by maintaining consistent communication and providing timely updates on their investments.
- Implemented risk management protocols throughout the entire investment process which ensured the preservation of client capital amid uncertain market conditions.
- Assisted clients in establishing trust funds, securing the long-term stability of their families'' assets.
- Effectively managed and resolved any disputes or discrepancies that arose between clients and external service providers, ensuring a seamless experience for all parties involved.
Family Investment Specialist II/Outreach Worker
State of Maryland, Department of Human Services DSS
Fort Washington, MD
05.2012 - 04.2017
- Fort Washington Medical Center Lead liaison for Adult and Family Services for the hospital emergency and non-emergency cases.
- Managed the medical assistance programs for 5 hospitals throughout the State of Maryland.
- Acted as third-party representative for Maryland Health Connection to approve and finalize client's medical applications within the State of Maryland.
- Processed and finalized all emergency Food Supplement and Medical Assistance cases within one business day, as well as exhausted a backlog of over 400 cases.
- Increased reliability of data, decreasing errors by 65%.
- Conducted face to face interviews to determine eligibility with the Federal and State regulations for Medical Assistance through the State of Maryland and Maryland Health Connection.
- Collected pertinent financial and social information from customers to determine eligibility for Federal assistance programs in accordance with established guidelines.
- Processed, compiled and recorded data received from applicants for the Maryland Children's Health Insurance Program (MCHP), Medicaid, Temporary Assistance for Needy Families (TANF), Maryland Affordable Care Act, and Food Supplement Program (SNAP).
- Assisted customers with completing applications from beginning to end.
- Performed screenings and information retrieval using the Maryland CARES (Client Automated Resource and Eligibility System), SVES (The State Verification and Exchange System), HBX
- (Maryland Health Connection) to accurately provide confidential security with processing applications.
- Managed the daily data log to register and prepare records before finalizing.
- Followed up with Department of Mental Health and Hygiene for ongoing active and inactive Medical coverage by manually adding customers active insurance into the MMIS system (Medicaid Management Information System).
- Followed up with customers using the agencies guideline policy to complete or make changes to applications on file.
- Completed citizenship background and residency status for non-US citizens using government operated system SAVE (Systemic Alien Verification for Entitlements).
- Retrieved past and current medical bills for review of approval to establish denial or approve for Medicaid.
Family Investment Specialist I
State of Maryland, Department of Human Services DSS
Temple Hills, MD
01.2008 - 05.2012
- Determined eligibility of applicants for Medical Assistance, Food Stamp supplement (SNAP), Burial Assistance, Temporary Assistance for Needy Families (TANF), Temporary Disability Assistance for the Public (TDAP), Rental Assistance (EA) and Long-Term Care Assistance.
- Ensured accurate and timely completion of eligibility determination or redetermination on all applications and made necessary changes to maintain quality control.
- Interviewed customers and analyzed information by utilizing knowledge of program policies, procedures and regulations to determine eligibility.
- Reported compliance of all applicable laws and regulations to the State of Maryland and the Federal Government.
- Determined when referrals such as (Child Services, Family Services, Fraud etc.) were appropriate.
- Provided quality service to all customers (internal and external) when interacting in person, by telephone or in writing according to established guidelines.
- Reviewed all new applications and redetermination applications to cover all eligibility policies to establish the conditions for the receipt of assistance.
- Trained new case managers on policies and procedures of applicant's eligibility requirements.
- Monitored and tracked cases that appeared on pending compliance reports for timely processing.
- Performed case management activities through caseload maintenance, use of automated systems, organization of materials and program knowledge to support accurate and timely issuance of benefits.
- Prioritize workload to meet deadlines.
- Conducted all processing and finalizing of Food Supplement and Medical Assistance applications thru Maryland CARES system.
- Maintained a compliance of 164 cases per week.
- Evaluated eligibility for benefits, ensuring compliance with state regulations and policies.
- Developed individualized investment plans for families to address financial needs and goals.
Education
Certificate - Medical Assistant
Sanz College Institute
Landover, MD, USA10-2009
Skills
- As a Case Manager- Assess, plan, develop, implement, coordinate, monitor and evaluate patient’s plan of care beginning from admission through discharge Maintained medical records Utilize clinical knowledge, critical thinking skills, and the principles of case management to coordinate and implement a discharge plan that is tailored to individual patients by ensuring seamless, effective and efficient transition of care across the continuum Collaborate with other treatment team members both internal and external to the organization Participate in quality improvement and evaluation processes related to the management of care Educate patients on health maintenance and disease prevention
- Excellent working knowledge of administrative concepts, practices, and procedures; excellent communication and customer skills via phone, email, and handwritten documents; exceptional ability to prioritize effectively; critical detail orientation; efficient time management; ability to handle confidential and sensitive information with integrity; application of critical thinking to a wide variety of problems; ability to engage and direct senior staff; comprehension and analyzation of complex problems; expert in Microsoft Office Suites: Word, Excel, Access, Publisher, PowerPoint, Project & Outlook; typing: 95 wpm
- Disability services
- Teamwork
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Multitasking Abilities
- Organizational skills
- Team collaboration
- Case documentation
- Decision-making
- Professionalism
- Analytical thinking
Certification
- State of Maryland Certification | Maryland State Human Resources
- Food Supplement Program (SNAP), Temporary Cash Assistance for Needy Families (TANF), Medical Assistance (Medicaid), Mental Health Policy, Drug Felon Policy, Department of Human Services Supervisory Training, Medical Terminology
- District of Columbia Certification | Department of Human Services
- Food Supplement Program (SNAP), Cash Assistance (TANF), Medicaid (MAGI and Non- Magi) Programs, Mental Health Policy, Fraud Training, Domestic Violence Training
Timeline
Social Services Representative
Department of Human Services
02.2020 - Current
Medicare Coordinator
Inova Health System
10.2019 - 02.2020
Non-Medical Case Manager
Greater Baden Medical Services
03.2018 - 08.2019
Family Investment Specialist II
State of Maryland, Department of Human Services DSS
04.2017 - 03.2018
Family Investment Specialist II/Outreach Worker
State of Maryland, Department of Human Services DSS
05.2012 - 04.2017
Family Investment Specialist I
State of Maryland, Department of Human Services DSS
01.2008 - 05.2012
Certificate - Medical Assistant
Sanz College Institute