Kelsey Desroches

Highly accomplished Case Manager leveraging expertise in Enhanced Care Management (ECM) and Housing Transition Navigation to drive member stability and success. Manages a high-volume caseload of over 89 Medi-Cal members, consistently achieving the highest success rate of accomplishments in the company. Expertise includes:

• Comprehensive Care Coordination: Facilitating complex post-hospitalization follow-ups, conducting detailed assessments, and coordinating multidisciplinary care to ensure seamless continuity of services.
• Strategic Partnership: Cultivating strong, lasting relationships with community partners and resources to rapidly secure housing and long-term support.
• Training & Mentorship: Acting as the Lead Trainer for all new hires, providing guidance and mentorship to ensure high-quality, compassionate, and professional service delivery across the team.
• Outcome-Focused Approach: Employing an empowering methodology focused on promoting stability and achieving members' long-term success in housing, health, and personal growth.

• Analyzed customer feedback to pinpoint pain points, implementing solutions that significantly reduced complaints and boosted satisfaction.
• Demonstrated a customer-centric approach by proactively following up on cases, ensuring satisfaction and building strong relationships.
• Maintained accurate records of customer interactions, ensuring compliance with standards and enhancing overall service reliability.
• Led resolution of customer escalations, achieving over 99% success and significantly enhancing overall client satisfaction.
• Fostered communication with partners, strengthening relationships and promoting a cohesive service environment.
• Analyzed customer feedback trends, implementing targeted solutions that resulted in substantial improvements in service quality.
• Fostered a supportive team atmosphere by mentoring new hires, enhancing onboarding efficiency and boosting overall team morale.
• Evaluated customer feedback to identify service gaps, implementing targeted training initiatives that improved service efficiency and client retention.
• Recognized for exceptional customer relations, contributing to a positive shopping experience and driving increased customer loyalty.
• Developed and executed a customer engagement strategy, strengthening relationships and resulting in higher customer referrals and brand loyalty.

• Streamlined inventory management processes, leading to noticeable gains in stock accuracy and reduced shrinkage.
• Analyzed sales patterns to optimize product placement, resulting in enhanced visibility and increased customer engagement.
• Streamlined client intake processes, leading to noticeable gains in data accuracy and a faster onboarding experience.
• Evaluated operational workflows to identify inefficiencies, implementing targeted changes that enhanced overall productivity.
• Fostered a team-oriented atmosphere by promoting open communication, resulting in improved staff commitment to client care.

• Maintained meticulous medication logs for over 80 clients, ensuring complete accuracy and adherence to safety standards.
• Developed and implemented a new communication protocol, achieving significant improvements in message delivery and client satisfaction.
• Enhanced client intake procedures, leading to measurable improvements in data accuracy and onboarding efficiency.