John Abbas
Garland,UT
Summary
Proven Case Manager with a track record of success at Adapt Mental Health, adept in leveraging exceptional problem-solving and relationship-building skills to achieve a 40% improvement in client outcomes. Specializes in comprehensive case documentation and effective client advocacy, ensuring regulatory compliance and enhancing service delivery.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Allstate Corp
Dallas, TX
08.2009 - 10.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Case Manager
Adapt Mental Health
Stemmons Fwy, Dallas Tx
05.2007 - 09.2009
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Case Manager
Dallas Metrocare Services
Dallas, Tx
09.2005 - 04.2007
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
Education
Master Of Arts - Psychology
OLLU,
San Antonio, TX05.2003
Bachelor Of Science - Urban Planning And Management
Langston University
Langston, OK05.1988
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Documentation And Reporting
- Relationship Building
- Decision-Making
- Conflict Resolution
- Care Coordination
- Community Resources
- Case Planning
- Positive Attitude
- Email and Telephone Etiquette
- Client Advocacy
- Documentation proficiency
- Community Outreach
- Records Management
- Data Entry and Analysis
- Crisis Intervention
- Emotional awareness
- Treatment Planning
- Referral Coordination
- Case Management Tracking
- Patient support
- Case Needs Assessment
- Interdisciplinary Collaboration
- Home Visits and Inspections
- Patient Assessment
- Annual Case Reviews
- Discharge Planning
- Needs Assessment
- Intervention Plans
- Direct Patient Care
- Medical Records Management
- Performance Tracking
- Staff education and training
- Individualized counseling
- Progress Evaluations
- Resource Identification
- Patient Needs Assessment
- Social Work
- Patient Assessments
- Program Development
- Patient Management
- Quality Assurance Controls
- Family Education
Timeline
Customer Service Representative
Allstate Corp
08.2009 - 10.2010
Case Manager
Adapt Mental Health
05.2007 - 09.2009
Case Manager
Dallas Metrocare Services
09.2005 - 04.2007
Master Of Arts - Psychology
OLLU,
Bachelor Of Science - Urban Planning And Management
Langston University