Kelly Gonzalez
Bronx,NY
Summary
Hard-working professional with 14+ years of experience and a proven knowledge of advocacy, case management, and crisis intervention. Aiming to leverage my skills to successfully fill the Human Services role at your company. Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Case Manager
The Doe Fund
02.2021 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
CUSTOMER SERVICE SPECIALIST
Ocoee, Sunpass/Conduent
02.2018 - 01.2021
- Providing outstanding customer service, support and professional relationship with customers.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
HOUSING SPECIALIST/CASE MANGER
Create Young Adult Shelter
11.2015 - 10.2018
- Escort clients to NYCHA lease signing and apartment viewings
- Responsible for completing supportive housing packages
- Develop, complete and sign independent living plans with clients
- Managed a caseload of 25-54 clients, struggling with homelessness, unemployment, HIV and drug
- Conducted weekly unit inspections
- Maintained written and computerized record, compile reports on Cares for DHS.
- Assisted clients in understanding their rights and responsibilities as tenants, promoting healthy landlord-tenant relationships.
- Maintained accurate records of client interactions, ensuring confidentiality and efficient case management.
- Explained rental and housing regulations to clients and helped each discover best options for housing.
- Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
- Calculated tenant rent amounts to prepare leases and contracts.
AUTHORIZATION SPECIALIST
Borbas Surgical Supply
10.2007 - 11.2015
- Conducted daily accurate and timely billing entry using micro merchant systems
- Generated reports for insurance assistance verification, demographics and billing reports
- Called insurance companies to get authorization
- Utilized various payer types to include Medicare, Medicaid, and third party commercial.
Education
BBA - Human Services
Monroe University
Bronx, NY06.2026
Skills
Problem-Solving
Case Management
Case Documentation
Organization and Multitasking
Positive Attitude
Conflict Resolution
Decision-Making
Community Outreach
Crisis Intervention
References
References available upon request
Certification
- First Aid, CPR/AED Instructor Certification – American Red Cross or American Heart Association.
Languages
Spanish
Professional Working
Timeline
Case Manager
The Doe Fund
02.2021 - Current
CUSTOMER SERVICE SPECIALIST
Ocoee, Sunpass/Conduent
02.2018 - 01.2021
HOUSING SPECIALIST/CASE MANGER
Create Young Adult Shelter
11.2015 - 10.2018
AUTHORIZATION SPECIALIST
Borbas Surgical Supply
10.2007 - 11.2015
BBA - Human Services
Monroe University
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