Kaylen Ford
Rockville,MD
Summary
Accomplished Care Coordinator at Empowering Minds Resource Center, adept in case management and fostering customer engagement. Streamlined referral processes, significantly enhancing patient satisfaction. Demonstrates exceptional documentation skills and professional boundaries, achieving a notable reduction in patient data entry errors. Proven ability to multitask and communicate effectively, ensuring compliance with HIPAA and improving care coordination outcomes. Professional with strong background in care coordination. Skilled in patient advocacy, healthcare planning, and resource management. Known for effective team collaboration and achieving measurable results. Adaptable to changing needs with robust communication and organizational skills. Reliable and focused on delivering high-quality care outcomes.
Overview
11
11
years of professional experience
Work History
Care Coordinator
Empowering Minds Resource Center
04.2023 - Current
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Educated patients on self-care strategies, promoting independence and empowering them to manage their health conditions.
- Advocated for patients'' rights within the healthcare system, working diligently to address concerns or barriers to care.
- Coordinated discharge planning, ensuring a smooth transition from hospital to home or other facilities.
- Implemented evidence-based interventions that improved overall patient satisfaction with the care process.
- Contributed to the development of organizational policies and procedures related to care coordination, ensuring alignment with industry standards and best practices.
- Collaborated with social services to connect patients with resources for housing, nutrition, and financial assistance, improving their overall wellbeing.
- Conducted thorough assessments of patient needs to devise personalized care plans, addressing both health and social determinants.
- Monitored patient progress through regular check-ins, adjusting care plans to meet evolving needs.
- Streamlined referral process to specialists, reducing wait times for critical treatments.
- Completed intake assessment forms and filed clients' charts.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Maintained up-to-date knowledge of relevant policies and regulations affecting target populations, informing program development accordingly.
- Developed network relationships with industry professionals to enhance community awareness and promote services.
- Streamlined communication processes within the organization, improving information flow among team members involved in outreach activities.
Reservation Agent
Uhaul Moving And Storage
04.2021 - 01.2025
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Unemployment Claims Specialist
Robert Half International Inc.
09.2020 - 04.2022
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Collaborated with other departments to develop streamlined processes for sharing information related to unemployment claims.
- Reviewed appeal requests from denied claimants, making determinations based on legal guidelines and individual case factors.
- Facilitated interdepartmental communication, ensuring consistent application of policies and procedures across all teams.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Collaborated with cross-functional teams to gather necessary documentation and evidence to support the appeals process.
- Managed high-stress situations with professionalism, ensuring that appeals were handled promptly and accurately even under tight deadlines or heavy caseloads.
- Achieved successful appeal outcomes by meticulously reviewing and analyzing claim denials, identifying errors, and presenting persuasive arguments.
- Consistently met or exceeded performance metrics, demonstrating a strong understanding of the claims review process and an unwavering commitment to achieving positive results for clients.
- Expedited resolution times for appeals cases by efficiently managing workload and prioritizing urgent matters.
- Increased team productivity by providing ongoing training and support to junior staff members.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Interviewed applicants and explained scope of different available benefits.
- Sorted out jobs relevant to interests of candidates to forward information to candidates.
Shelter Monitor
Harris House Foundation - Drug And Alcohol Treatment Center
05.2021 - 11.2021
- Collaborated with case managers to develop individualized service plans for each resident, addressing their unique needs and barriers to self sufficiency.
- Managed emergencies efficiently by adhering to established protocols while remaining calm under pressure.
- Promoted a positive and respectful atmosphere in the shelter by modeling appropriate behavior and treating residents with dignity.
- Encouraged resident accountability and self-sufficiency through consistent enforcement of rules, expectations, and consequences for noncompliance.
- Established strong rapport with clients from diverse backgrounds and demographics, fostering an atmosphere of trust for open communication during counseling sessions.
- Expanded community outreach efforts, resulting in increased awareness of available substance abuse resources and prevention initiatives.
- Enhanced communication with medical professionals to ensure comprehensive care for clients with co-occurring disorders.
- Navigated complex documentation requirements while maintaining strict confidentiality standards as mandated by state regulations and ethical guidelines.
- Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
- Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
- Processed samples efficiently while adhering strictly to chain-of-custody procedures, helping maintain the integrity of collected data.
- Enhanced drug testing accuracy by implementing strict protocols and procedures.
- Handled challenging situations with tact and diplomacy, working to resolve any client concerns or disputes that arose during the testing process.
Shelter Monitor
Good Samaritan
05.2020 - 05.2021
- Provided compassionate support and guidance, helping guests navigate available community resources.
- Enhanced the overall homeless shelter experience by providing warm meals and a welcoming environment for guests.
- Collaborated with local organizations to secure donations of food, clothing, and other essential items for the shelter''s operations.
- Facilitated workshops on life skills topics such as budgeting, job readiness, and stress management to enhance client self sufficiency.
- Advocated on behalf of clients with external agencies, ensuring they received the necessary supports and services.
- Evaluated program effectiveness using data-driven methods helping improve overall quality of services provided.
- Managed caseload efficiently while prioritizing high-risk cases requiring immediate attention or intervention.
- Educated clients on tenant rights and responsibilities, promoting positive landlord-tenant relationships and preventing eviction proceedings.
- Improved client well-being by conducting comprehensive assessments and developing individualized service plans.
- Contributed to the development of shelter policies and procedures, prioritizing client safety and wellbeing at all times.
Assistant Store Manager
Purpose Financial
09.2018 - 10.2020
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Reduced loan processing time by implementing efficient workflow management systems.
- Consistently met sales targets through proactive client outreach and relationship building efforts.
- Negotiated favorable terms with borrowers during loan restructuring processes, improving repayment success rates.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Completed daily paperwork and computer entry of sales data as established by management.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Recruited top talent for retail positions by conducting thorough interviews and selecting qualified candidates that aligned with company values.
- Increased sales figures by introducing loyalty program that encouraged repeat business.
- Implemented loss prevention strategies that significantly reduced shrinkage rates.
Night Auditor
LaQuinta Inn & Suits
09.2018 - 01.2020
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Cashier Manager
Tropicana Lanes
03.2017 - 09.2018
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Quickly and accurately counted drawers at start and end of each shift.
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Maintained inventory of rental shoes, balls, cleaning supplies, and other necessary items for seamless operations.
- Increased sales of food and beverages by upselling menu items during interactions with guests.
- Provided personalized recommendations for bowling equipment rentals, ensuring optimal fit and performance for each guest.
- Supported league play organization through accurate record-keeping and effective communication with participants.
- Facilitated conflict resolution between staff members or guests when necessary to maintain a positive environment at the center.
- Enhanced guest experience with thorough staff training in customer service and bowling techniques.
- Maintained high standards of cleanliness and safety throughout the facility, reducing incidents and accidents.
- Evaluated employee performance regularly through feedback sessions or reviews, fostering professional development within the team.
Personal Banker
Commerce Bank
11.2016 - 09.2018
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Cross-sold bank products and services to meet customer needs and provide options.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Installed Sales Coordinator
Lowes Home Improvment
11.2015 - 11.2016
- Facilitated training sessions for new hires, fostering a supportive work environment focused on teamwork and collaboration.
- Assisted with employee training and coaching in Installed Sales program.
- Assisted in the creation of marketing materials showcasing company''s expertise in providing high-quality installation services.
- Prepared materials and staged items for installer pickup.
- Managed multiple installation projects simultaneously by prioritizing tasks, delegating responsibilities, and effectively communicating with all parties involved.
- Confirmed customer satisfaction by utilizing targeted follow-up methods after installs.
- Implemented standardized procedures for handling client inquiries related to installations or complaints about previous work performed.
- Coordinated all aspects of client installations from inception to completion, resulting in high levels of satisfaction and repeat business.
- Streamlined communication between clients, vendors, and internal departments to ensure timely project completion.
- Continuously updated product knowledge through industry research, attending trade shows, and participating in relevant training sessions as necessary.
- Maintained detailed records of each installation project, ensuring accurate documentation for invoicing purposes.
- Liaised with warehouse personnel regularly to ensure adequate inventory levels were maintained in preparation for upcoming projects.
- Optimized scheduling processes by utilizing software tools designed specifically for managing installation projects.
SOS/Credit Coordinator
Lowes Home Improvment
05.2015 - 11.2015
- Conducted thorough credit evaluations for new customers to assess their financial stability and determine appropriate credit limits.
- Collaborated with IT teams to improve system functionality and automate manual tasks, resulting in improved efficiency and productivity within the credit department.
- Negotiated payment terms with customers to optimize cash flow and prevent delinquency issues.
- Enhanced cash flow by ensuring timely collection of outstanding receivables through regular follow-ups with clients.
- Assisted with new customer approval process.
- Participated in ongoing professional development opportunities to stay current with industry trends, regulations, and best practices.
- Assisted in maintaining a healthy financial portfolio by continuously monitoring and analyzing customer credit data.
- Improved credit management by streamlining processes and implementing risk assessment techniques.
- Supported company expansion efforts by identifying potential high-risk clients and making recommendations on how to proceed safely.
Cashier
Lowes Home Improvment
01.2014 - 05.2015
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
Education
High School Diploma -
PATTONVILLE HIGHSCHOOL
05-2014
Skills
- Case management
- Customer engagement
- Policy interpretation
- Professional boundaries
- Confidentiality
- Motivational interviewing
- Phone etiquette
- Effective communication skills
- Multitasking ability
- Flexibility
- Crisis management
- Documentation skills
- Data management
- Referral process
- Conflict resolution
- Record management
- Data entry
- Process improvement
- Regulatory compliance
Timeline
Care Coordinator
Empowering Minds Resource Center
04.2023 - Current
Shelter Monitor
Harris House Foundation - Drug And Alcohol Treatment Center
05.2021 - 11.2021
Reservation Agent
Uhaul Moving And Storage
04.2021 - 01.2025
Unemployment Claims Specialist
Robert Half International Inc.
09.2020 - 04.2022
Shelter Monitor
Good Samaritan
05.2020 - 05.2021
Assistant Store Manager
Purpose Financial
09.2018 - 10.2020
Night Auditor
LaQuinta Inn & Suits
09.2018 - 01.2020
Cashier Manager
Tropicana Lanes
03.2017 - 09.2018
Personal Banker
Commerce Bank
11.2016 - 09.2018
Installed Sales Coordinator
Lowes Home Improvment
11.2015 - 11.2016
SOS/Credit Coordinator
Lowes Home Improvment
05.2015 - 11.2015
Cashier
Lowes Home Improvment
01.2014 - 05.2015
High School Diploma -
PATTONVILLE HIGHSCHOOL
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