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
13
13
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 selfsufficiency.
- 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 selfsufficiency.
- 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.
Education
High School Diploma -
PATTONVILLE HIGHSCHOOL
Maryland Heights, MO05-2014
Skills
- Case management
- Customer engagement
- Policy interpretation
- Professional boundaries
- Confidentiality
- Motivational interviewing
- Phone etiquette
- Effective communication skills
- Multitasking ability
- Flexibility
- Crisis management
- Documentation skills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Work Preference
Work Type
Full TimeContract WorkGig WorkWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionTeam Building / Company RetreatsQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Interests
Reading
Travel
Research
Organizing
Volunteering
Writing
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
High School Diploma -
PATTONVILLE HIGHSCHOOL
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