Summary
Overview
Work History
Education
Skills
Timeline
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Jesenia Vera

Zephyrhills

Summary

I excel in client advocacy and software knowledge, enhancing program participation and customer satisfaction. My expertise includes developing outreach strategies and improving team performance, showcasing my critical thinking and compassionate communication. Achievements include a significant increase in program participation and a strong commitment to high-quality service delivery. Developed essential skills in fast-paced, team-oriented environment, focusing on client engagement and support. With background in managing onboarding processes, delivering training sessions, and ensuring compliance, ready to transition into new field. Aiming to leverage these transferrable skills to contribute effectively in new professional setting.

Offering strong foundation in communication and organizational skills, eager to learn and develop within onboarding field. Brings understanding of customer service principles and ability to adapt quickly to new systems and processes.

Overview

9
9
years of professional experience

Work History

Client Onboarding Specialist

Vyncacare
09.2023 - Current
  • Managed the end-to-end enrollment process, ensuring timely and accurate application completion.
  • Provided ongoing support, answering questions and assisting clients with required documentation.
  • Created smooth handoff processes to help new enrolled clients adjust to company policies, procedures processes, and work with a lead care manager.
  • Maintained accurate and confidential client records in Salesforce system, ensuring compliance with policies.
  • Developed outreach strategies that increased program participation.


Onboarding Specialist

Service for the Underserved
07.2019 - 09.2023
  • Developed and implemented outreach strategies to engage underserved communities and increase program participation.
  • Managed client intake process, ensuring timely and accurate completion of applications and documentation.
  • Conducted interviews and assessments to determine client eligibility for nonprofit programs and services.
  • Guided clients through the enrollment process, addressing questions and providing necessary support.
  • Maintained accurate and confidential client records in Salesforce to ensure compliance with organizational policies.
  • Verified required documentation and ensured adherence to program eligibility criteria.
  • Collaborated with case managers and program coordinators to connect clients with appropriate services.
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
  • Completed intake assessment forms and filed clients' charts.
  • Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
  • Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
  • Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
  • Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
  • Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.


Case Manager Supervisor

HELP USA
11.2015 - 07.2019
  • Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
  • Played a key role in the development and implementation of organizational policies and procedures related to case management, ensuring alignment with best practice standards.
  • Collaborated with interdisciplinary teams to develop holistic care plans addressing all aspects of clients'' lives.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Enhanced team performance through regular supervision, coaching, and training of case managers.
  • Auditing care plans and providing positive feedback as well as areas of improvement.

Education

Bachelor of Arts - Psychology

Brooklyn College
New York, NY

Skills

  • Software knowledge
  • Client advocacy
  • Performance tracking
  • Program planning
  • Intake assessment
  • Compassionate communication
  • Critical thinking skills
  • Case management
  • Scheduling appointments
  • Charting and clinical documentation
  • Client intakes
  • Microsoft office
  • Customer service
  • Maintaining client records
  • Attention to detail

Timeline

Client Onboarding Specialist

Vyncacare
09.2023 - Current

Onboarding Specialist

Service for the Underserved
07.2019 - 09.2023

Case Manager Supervisor

HELP USA
11.2015 - 07.2019

Bachelor of Arts - Psychology

Brooklyn College

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Jesenia Vera