JESSICA RUBIO

Housing & Behavioral Health Case Manager | Outreach, Enrollment & Client Advocacy

• Managed a high-acuity caseload of 50 individuals experiencing homelessness, serious mental illness, and co-occurring challenges, providing intensive case management and support.
• Conducted outreach in public spaces to engage individuals experiencing homelessness, share program information, and enroll eligible members into housing and behavioral health programs.
• Collected required documentation and submitted referrals to the health plan to ensure timely access to services.
• Distributed resource materials, food kits, and program flyers to support engagement and client participation.
• Conducted comprehensive psychosocial assessments, crisis evaluations, and service eligibility determinations to guide appropriate housing interventions and levels of care.
• Developed and implemented individualized housing-focused case plans emphasizing stabilization, permanent housing placement, and long-term housing retention.
• Successfully housed an average of 2–4 individuals per month (24–48 annually) through coordinated emergency, transitional, and permanent housing programs.
• Oversaw intake, habitability inspections, transportation coordination, and lease-up processes to ensure timely and compliant housing placements.
• Navigated shelter, interim, rapid rehousing, and permanent supportive housing (PSH) programs, maintaining up-to-date housing resource inventories.
• Conducted Medi-Cal eligibility screenings, enrollment, recertification, and issue resolution to ensure continuity of benefits and services.
• Maintained accurate electronic medical records (EMR) and case documentation in compliance with funding, audit, and regulatory requirements; established documentation best practices.
• Coordinated care with multidisciplinary teams, including clinicians, psychiatrists, social workers, housing providers, and community organizations to streamline client services.
• Built and maintained partnerships with local agencies, improving referral efficiency and housing placement outcomes.
• Advocated for clients within organizational and system-level settings to remove barriers to housing and services.

Participated in case reviews to identify trends and contributed to workflow improvements, reducing referral processing time.

• Managed 60+ inbound and outbound calls daily, resolving complex insurance, benefits, and eligibility issues with accuracy and efficiency.
• Verified coverage and benefits, documented all interactions in EMR systems, and maintained strict HIPAA compliance.
• Provided member outreach, onboarding support, and issue resolution, ensuring continuity of care and service access.
• Mentored and trained new employees, supporting onboarding and performance readiness.
• Consistently exceeded quality assurance and productivity benchmarks in a high-volume service environment.
• Developed and implemented patient care and service protocols to improve compliance, consistency, and overall service delivery.

• Maintained 100% QA scores while managing high-volume appointment scheduling.
• Supported daily operations, prepared reports, and ensured efficient workflow.

• Assisted teachers with instructional materials, student supervision, and classroom support.
• Developed and implemented individualized learning plans for students requiring additional support.

• Opened and closed store, managed cash deposits, trained team members, and provided customer support.

• Delivered customer service, met sales benchmarks, and maintained visual merchandising standards.