Katrina J. Payne
Temple,Texas
Summary
Compassionate Support Representative, and Case Manager experienced in a variety of environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
10
10
years of professional experience
Work History
Case Manager Specialist
Movate
08.2023 - Current
- Conducted detailed assessments of clients'' needs, strengths, and barriers, ensuring appropriate resource allocation.
- Maintained accurate and timely documentation for all client interactions, ensuring compliance with regulatory requirements and confidentiality standards.
- Managed high caseloads efficiently, prioritizing cases based on urgency and need.
- Enhanced communication between clients and service providers, resulting in better coordination of care.
- Collaborated with interdisciplinary teams to provide comprehensive support for clients facing complex challenges.
- Maintained current knowledge of industry best practices and relevant legislation affecting service delivery, ensuring that all client interventions were evidence-based and compliant with applicable guidelines.
Retention Customer Service Representative
Disney Streaming
05.2021 - 03.2024
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
Nursing Assistant
Baylor Scott & White
01.2018 - 10.2023
- Collect vital signs
- Reposition patients who are bedridden
- Collect information about conditions and treatment plans from caregivers, nurses and doctors
- Transfer patients into beds, wheelchairs, exam tables, etc
- Perform limited clinical duties accordingly, and chart results
- Ensure that patient safety standards are continuously met
Tech Support
Sutherland Global/ Optimum
01.2015 - 02.2018
- Asses each customer/employee's IT knowledge levels while training new staff
- Train and assist on boarding employees in a virtual WAH setting
- Maintaining a quiet work environment
- Ability to deal with difficult callers in a call center environment without assistance or supervision
- Utilizing analytical and problem-solving skills to assist staff and customers
- Good interpersonal and customer care skills
- Keeping up to date and accurate customer records according to policy
- Keeping customers informed on new products and changing procedures
- Mutli-tasking in virtual environment while working on multiple screens
MH Case Manager
ICL Stepping Stone
01.2017 - 12.2017
- Coordinate and provide care that is safe, timely, effective, efficient, and client-centered
- Provide trauma informed care in a transitional residence
- Handle case assignments, draft service plans, review case progress and determine case closure
- Help clients achieve their goals towards community integration
- Facilitate multiple care aspects (case coordination, information sharing, etc)
- Help patients make informed decisions by acting as their advocate regarding their status and treatment options
- Develop effective working relations and cooperate with medical, legal, and family throughout the entire case management process
Education
Master of Science - Clinical Psychology
Capella University
05-2026
Skills
- Client advocacy
- Ethical practice
- Case assessment
- Cultural history
- Case documentation
- Verbal and written communication
- Relationship building
- Patient support
- Decision-making
Certificationshonors
- Practical Counseling Skills, CUCS Institute, 09/2017
- Motivational Interviewing Tactics, CUCS Institute, 07/2017
- Basic Life Support, AHA, 10/2023
Timeline
Case Manager Specialist
Movate
08.2023 - Current
Retention Customer Service Representative
Disney Streaming
05.2021 - 03.2024
Nursing Assistant
Baylor Scott & White
01.2018 - 10.2023
MH Case Manager
ICL Stepping Stone
01.2017 - 12.2017
Tech Support
Sutherland Global/ Optimum
01.2015 - 02.2018
Master of Science - Clinical Psychology
Capella University
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