JOY MILLER
Randallstown,MD
Summary
Compassionate and results-driven Case Manager and Homeless Outreach Worker with 8 years of experience connecting vulnerable populations to critical services, including housing, healthcare, and social support. Skilled in crisis intervention, advocacy, and community engagement, with a proven ability to build trusting relationships and develop individualized plans that promote self-sufficiency. Adept at collaborating with multidisciplinary teams and community partners to achieve measurable outcomes, while maintaining strict compliance with organizational and regulatory standards. Committed to improving the lives of individuals experiencing homelessness through empathetic, client-centered care.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Outreach Worker
Essential Enterprise Outreach
03.2019 - Current
- Engages 60+ individuals experiencing homelessness per month through street and community outreach, connecting them to shelter, healthcare, and social services.
- Provides crisis intervention, safety planning, and advocacy, leading to a 20% increase in client engagement with available resources.
- Collaborates with local agencies, government programs, and internal teams to streamline services and improve client outcomes.
- Educates clients on housing options, public benefits, and health resources, empowering them to take active roles in self-sufficiency.
- Tracks and documents outreach activities, ensuring accurate reporting and compliance with agency policies.
Case Manager
Health Care For The Homeless
02.2019 - Current
- Completes intakes for new clients and provides an orientation to the program and shelter rules and regulations.
- Reviews logbooks at the start of each shift to ensure that all clients follow-ups are conducted as required.
- Participates as part of a team and regularly collaborates with multidisciplinary staff to monitor clients’ progress.
- Develops a comprehensive psychosocial assessment to fully identify and address the client's needs.
- Collaborates with internal staff to monitor clients’ medication compliance and address episodes of non-adherence.
- Establishes an individualized intervention/treatment plan or strategy to promote identified goals.
- Provides advocacy for individual clients around entitlements and services.
- Provides case management, including individual counseling, crisis intervention, conflict resolution, advocacy, psychoeducation, coordination of services and appropriate follow-up on all referrals.
- Uses motivational interviewing and seeks safety modalities to counsel clients to improve overall effectiveness.
- Encourages and provides ongoing support so that each client might assume an active role in his or her own treatment plan to the maximum extent possible.
- Facilitates clinical, educational, supportive and/or recreation groups to address problem areas that clients experience in working towards independent living.
- Maintains required documentation in case records, in written and computer databases (SCIMS, AWARDS) and updates client records in accordance with governmental and agency policy.
- Completes Housing applications (both written and computer generated) for clients based on their individual needs and functioning.
- Facilitates and assists with clients' transfers into independent living.
- Participates in weekly case conferences with both internal departments and external providers.
- Participates in regular supervision, team meetings, case conferences and staff trainings.
- Maintains a flexible schedule including evening and weekend shifts.
- Performs other duties as it relates to case management.
Senior Medical Office Coordinator
Johns Hopkins Hospital
01.2008 - 08.2023
- Delivered high-level medical administrative support in a high-volume academic medical center supporting multiple specialty clinics.
- Coordinated care for 40–60 patients daily, managing complex pre-op and post-op workflows.
- Scheduled imaging, labs, procedures, and follow-up appointments, reducing appointment delays by 30%.
- Served as a lead resource and mentor for 10+ Medical Office Coordinators, improving team efficiency and consistency.
- Managed patient registration, insurance verification, and documentation within EPIC, maintaining 98% data accuracy.
- Supported physicians with insurance pre-authorizations and single case agreements, contributing to improved approval turnaround times.
- Responded to patient inquiries within 24 hours, consistently supporting high patient satisfaction scores.
- Coordinated multi-department care across multiple locations and service lines, ensuring continuity of care.
- Handled complex billing inquiries and collaborated with Patient Financial Services to resolve issues efficiently.
- Obtained and managed outside medical records, ensuring timely physician review for treatment planning.
- Maintained full HIPAA and compliance standards when handling confidential medical information.
Education
Business Studies
Fairmount Harford High School
06.1999
Skills
- EPIC (Cadence, Registration, Scheduling)
- Microsoft Office Suite
- Timekeeper
- Electronic Medical Records (EMR)
- Document Management Systems
Certification
- Certified Nursing Assistant (CNA)
- CPR
- TWIC Card
- HIPPA
- Blood Borne Pathogen
Timeline
Outreach Worker
Essential Enterprise Outreach
03.2019 - Current
Case Manager
Health Care For The Homeless
02.2019 - Current
Senior Medical Office Coordinator
Johns Hopkins Hospital
01.2008 - 08.2023
Business Studies
Fairmount Harford High School