Joyce Samuels
Blue Springss,Missouri
Summary
Practiced Care Plan Coordinator dedicated to timely and accurate completion of patient assessments, supporting development of comprehensive care plans. Collaborates with interdisciplinary team in monitoring progress and adjusting plans to achieve target results. Observes resident care, recommending opportunities for improvements. Talented Client Care Specialist bringing a collaborative and growth-driven approach. Ambitious sales and service professional with strengths in time management, communication and negotiation. Intelligent and team-driven Client Care Specialist successful at operating with minimal direction or supervision to accomplish remarkable results. Experienced in taking on challenging objectives in fast-paced, demanding environments. Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of job Motivated to learn, grow and excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced with over 25 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
14
14
years of professional experience
Work History
Client Care Coordinator
Swope Health Services
Kansas City, MO
09.2016 - 05.2021
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of programs.
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Completed resident assessments in accordance with current regulations and guidelines.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided information and referrals to community partners and other treatment providers.
- Answered customer questions via telephone, email and live chat services.
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Interacted with team members across departments to research and resolve customer issues.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Conducted case management activities and services with multidisciplinary team.
- Advocated for and acted as liaison to other community-based providers and resources and other benefits, housing, vocation training and employment opportunities.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Referred families to shelters, legal resources and educational programs.
- Worked with senior case managers to coordinate team development activities and trainings.
- Supported patient care excellence via planning and interpretation of programs
- Determined need for special assessment activities for complex cases, effectively handling care plans
Foster Care Case Manager/Licensing Worker
Cornerstones Of Care
Kansas City, MO
05.2012 - 09.2016
- Checked with newly placed children frequently to support comprehensive success and assimilation.
- Created and updated systems of organization for case service plans and court reports.
- Completed 20 weekly visitations to check on children, families and home environments.
- Provided in-home training and support to foster parents during weekly meetings to help mitigate problems arising from child behavior.
- Acted as advocate for children in court settings.
- Attended proceedings and testified for reunification and permanent placement cases.
- Educated families in program resources.
- Maintained 90% success rate while handling 30 cases at once.
- Established parental eligibility through frequent meetings and reviewing information.
- Updated case records daily with all client contacts and information.
- Verified parent and child records to check matches and overall pairing eligibility.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Referred families to shelters, legal resources and educational programs.
- Coordinated individual referrals to obtain community services, advocated for client needs and resolved roadblocks.
Behavioral Health Technician
Crittendon Childrens Hospitial
Kansas City, MO
03.2012 - 08.2015
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Conducted client rounds every 15 minutes to check on residents.
- Performed client intake procedures according to internal standards for new admissions.
- Searched resident belongings prior to and during stays.
- Charted on each patient daily.
- Treated clients and families with respect and dignity.
- Counseled and mentored clients on substance use and life choices.
- Assisted and counseled 10 patients daily.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Service/Call Center Customer Service Representative
USA 800
Raytown, MO
04.2010 - 02.2012
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over 200 calls per shift to meet fast-paced call center demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Educated customers about billing, payment processing and support policies and procedures.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Provided ongoing guest service.
Education
No Degree - Psychology
Wichita State University
Wichita, KS03.1982
No Degree - Certificate of Completion Computer Technology
Tarkio College
Kansas City, MO05.1995
Master of Counseling - Masters of Counseling
Christian Bible College And Seminary
Blue Springs, MO05.1998
High School Diploma -
Wyandotte High School
Kansas City, KS05.1980
Skills
- Documentation
- Interdepartmental collaboration
- Case management
- Decision making
- Medical terminology
- Care Planning
- Organizational skills
- Patient education
- Organizational standards
- Scheduling
Hobbies, Crafting, Music, Reading, Puzzle, Travel
I l
Timeline
Client Care Coordinator
Swope Health Services
09.2016 - 05.2021
Foster Care Case Manager/Licensing Worker
Cornerstones Of Care
05.2012 - 09.2016
Behavioral Health Technician
Crittendon Childrens Hospitial
03.2012 - 08.2015
Customer Service/Call Center Customer Service Representative
USA 800
04.2010 - 02.2012
No Degree - Psychology
Wichita State University
No Degree - Certificate of Completion Computer Technology
Tarkio College
Master of Counseling - Masters of Counseling
Christian Bible College And Seminary
High School Diploma -
Wyandotte High School