Jesika Mercer
Richardson,TX
Summary
Compassionate Home Care Case Manager with a strong background in coordinating care plans and providing patient-centered support. Skilled in assessing client needs and collaborating with multidisciplinary teams. Committed to enhancing customer satisfaction and fostering positive outcomes through patience, clear communication, and teamwork. Maintains compliance with regulatory standards and excels in high-stress, fast-paced environments. Adaptable and empathetic listener who meets diverse client needs with precision.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Case Manager
Overture Home Care
Dallas, TX
08.2023 - Current
- Engages with each assigned client and their family (when suitable), either face-to-face or via phone, to cultivate a positive working relationship.
- Takes charge of coordinating the client's supervisory visits and introducing them to their caregivers.
- Collaborates with Recruitment Coordinators to address staffing requirements.
- Assists with conducting on-site assessments for new client admissions.
- Updates the Plan of Care to ensure seamless coordination of care for all clients under supervision.
- Acts as a bridge between clients and caregivers, actively seeking feedback from clients.
- Organizes a caseload that guarantees the agency is well-staffed to deliver high-quality care.
- Communicates any changes in clients' conditions to families, adjusts schedules for caregivers, and informs them of any changes in the plan of care, including when a client is hospitalized or passes away.
- Responsible for conducting competency assessments and validations for caregivers during supervisory visits.
- Maintains documentation to support caregiver competency in accordance with state regulations.
- Manages the disciplinary process, including issuing verbal and written warnings, and counseling caregivers regarding their job performance.
- Identifies the need for in-service and staff development programs that align with agency goals and adhere to all federal, state, and local regulations.
- Aids in keeping accurate records of in-service training and additional educational opportunities for staff.
- Participates in onboarding presentations to clarify the Case Management role and the expectations for caregivers.
- Cultivates and maintains strong relationships between employees and clients.
- Safeguards the confidentiality of all relevant client case information to protect client rights.
- Assists in caregiver assignments during staffing shortages (appropriate training required).
- Aids in scheduling adjustments in response to unforeseen circumstances.
- Participates in the on-call rotation as necessary.
- Engage in Quality Assurance Performance Improvement initiatives, as needed.
Client Services Representative
Brink's Incorporated
02.2022 - 08.2023
- Building and maintaining a professional relationship with international and domestic customers.
- Receiving and processing information and files from Brink's international affiliates relating to import shipments.
- Communicating information to customs brokers and coordinating delivery with Brink's Incorporated and domestic operations.
- Provided technical support for clients, troubleshooting issues and resolving complaints.
- Developed relationships with customers through proactive communication and follow-up.
Associate Banker
Chase Bank
11.2016 - 01.2022
- Oversaw confidential information and analyzed accounts for fraudulent activity.
- Assisted customers with banking transactions and helped maintain their accounts.
- Assited in training multiple new hires and shaped their understanding of their position
- Resolved customer complaints in a timely manner while adhering to bank policies and procedures.
- Educated customers about the features and benefits of different types of banking products offered by the bank.
- Participated in team meetings to discuss performance metrics and strategies for improvement.
- Helped customers understand and use mobile applications and online banking.
Patient Service Representative
MU Health Care - PEDS Cardio
03.2021 - 07.2021
- Responsible for checking in patients, taking phone calls, inputting referrals, and scheduling patients.
- Collaborate with patients, families, and/or staff in handling and resolving problems that may occur during the course of the visit.
- Communicate any expected delays to the patient and ancillary service departments.
- Greet, escort, and answer phone systems, handle and/or direct calls to appropriate areas, and place calls as requested by the supervisor.
- Use excellent guest relations skills in all interactions with patients, visitors, and staff.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Verified insurance information, collected payments, and scheduled appointments.
Education
Associate of Arts - Bible Counseling
Messenger College
Euless, TX05-2020
High School Diploma -
Southern Boone County High School
Ashland, MO05.2016
Skills
- Client Relationship Building
- Case Management
- Staff Management
- Case Documentation
- Quality Assurance Controls
- Patient Assessments
- Documentation And Reporting
- Medical terminology knowledge
- HSS Compliance
- Patient Scheduling
- Attention to Detail
- Scheduling proficiency
- Proficient in WellSky
Volunteer Experience
- Uncommon Church-, Ukids Leader, Uncommon Youth Leader, Worship Team Member, Ugroup Co Leader
- Calvary Church-, Children's Pastor Executive Assistant, Youth Leader, Worship Team Member
Certification
- Certified Dementia Practitioner
Timeline
Case Manager
Overture Home Care
08.2023 - Current
Client Services Representative
Brink's Incorporated
02.2022 - 08.2023
Patient Service Representative
MU Health Care - PEDS Cardio
03.2021 - 07.2021
Associate Banker
Chase Bank
11.2016 - 01.2022
Associate of Arts - Bible Counseling
Messenger College
High School Diploma -
Southern Boone County High School
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