Summary
Overview
Work History
Education
Skills
Timeline
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Laura Mark-Masters

North Port,FL

Summary

Dynamic Case Manager Supervisor at Second Chance Support Services LLC, adept at client advocacy and program planning. Enhanced client satisfaction through effective case management strategies, achieving significant improvements in outcomes. Skilled in crisis intervention and relationship building, fostering collaboration with community partners to optimize resource access and support for clients.

Experienced with team leadership and client management in case management. Utilizes strategic planning to enhance service delivery and client outcomes. Track record of effective conflict resolution and process improvement.

Professional in case management with focus on effective team collaboration and delivering results. Skilled in client assessment, resource coordination, and conflict resolution. Known for adaptability and reliability, ensuring support for clients and teams through changing needs. Strong leadership and communication abilities, driving successful outcomes in complex environments.

Case management professional with strong history of leadership and impactful team management. Proven track record of improving client satisfaction and operational efficiency. Known for collaborative approach and adaptability in dynamic environments. Skilled in conflict resolution and strategic planning.

Diligent Case Manager with solid background in case management supervision. Successfully led teams to improve client outcomes and streamline processes. Demonstrated ability in conflict resolution and effective communication.

Compassionate Case Manager experienced in all environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.

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.

Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

15
15
years of professional experience

Work History

Case Manager Supervisor

Second Chance Support Services LLC
05.2021 - Current
  • Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
  • Played a key role in the development and implementation of organizational policies and procedures related to case management, ensuring alignment with best practice standards.
  • Managed budgetary responsibilities for the case management department, ensuring optimal allocation of resources based on client needs and program goals.
  • Collaborated with interdisciplinary teams to develop holistic care plans addressing all aspects of clients'' lives.
  • Increased client satisfaction with services by closely monitoring progress and adjusting case plans as needed.
  • Improved client outcomes by implementing effective case management strategies and streamlining processes.
  • Championed a strengths-based approach to case management, empowering clients to build upon their existing skills and abilities while addressing challenges headon.
  • Conducted comprehensive assessments of clients'' needs, leading to tailored interventions and supports for each individual.
  • Oversaw accurate documentation of client progress notes, maintaining compliance with legal requirements as well as organizational policies and procedures.
  • Streamlined internal communication processes, ensuring timely updates on client progress and facilitating better decision-making among staff members.
  • Reduced caseload backlog by efficiently prioritizing cases and delegating tasks to appropriate staff members.
  • Established a mentoring program for new hires, promoting knowledge transfer between experienced staff members and those just beginning their careers in case management.
  • Served as an advocate for clients'' rights, working diligently to ensure their voices were heard and respected throughout the case management process.
  • Developed strong relationships with community partners to facilitate access to resources for clients in need.
  • Promoted a culture of collaboration and teamwork within the department by fostering open communication channels and encouraging peer support among staff members.
  • Implemented evidence-based practices in service delivery, resulting in more successful outcomes for clients.
  • Facilitated professional development opportunities for staff members, fostering a culture of continuous learning and improvement within the team.
  • Enhanced team performance through regular supervision, coaching, and training of case managers.
  • Facilitated individual and group sessions to promote positive behavior change for clients.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
  • Provided leadership, guidance and support to staff members.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Partnered with local organizations to expand access to social and community services.
  • Assessed community needs and identified resources for social and community service programs.
  • Established and maintained relationships with key stakeholders.
  • Advocated for social and community service programs to increase awareness and funding.

Intensive Case Manager

South Central Foundation
01.2021 - 05.2021
  • Evaluated program effectiveness using data-driven approaches to identify areas for improvement or expansion within the organization''s offerings.
  • Reduced recidivism rates by providing intensive support and guidance to high-risk clients.
  • Streamlined internal processes for better efficiency in managing complex caseloads across multiple agencies.
  • Provided ongoing supervision and training to junior case managers, fostering a supportive team environment focused on client success.
  • Ensured continuity of care during crisis situations by coordinating emergency services, assessing risk factors, and creating safety plans for vulnerable clients.
  • Enhanced client outcomes by developing and implementing personalized case management plans.
  • Maintained accurate documentation of case activities, ensuring compliance with agency policies and legal requirements.
  • Increased client satisfaction by maintaining open communication and promptly addressing concerns or issues.
  • Navigated complex social service systems on behalf of clients, advocating for their needs while securing necessary supports and benefits.
  • Improved community resources access for clients through effective collaboration with local service providers.
  • Empowered clients by equipping them with comprehensive knowledge of their rights and responsibilities in navigating complex social service systems.
  • Promoted client self-sufficiency with comprehensive assessments, goal setting, and regular progress monitoring.
  • Strengthened family units through skill-building workshops, counseling sessions, and support group facilitation.
  • Facilitated successful client transitions from institutional settings to community living through careful planning and coordination of services.
  • Conducted community outreach presentations to raise awareness of available services and forge partnerships with local organizations.
  • Supported the development of organizational policies aligned with best practices in intensive case management services.
  • Secured essential services such as medical care and substance abuse treatment for clients facing barriers due to insurance or financial limitations.
  • Prevented homelessness among at-risk individuals by connecting them with appropriate housing options and financial assistance programs.
  • Developed strong professional relationships with community partners to enhance service delivery and provide seamless care to clients.
  • Coordinated interdisciplinary teams comprised of medical professionals, social workers and educators to address each client's unique needs holistically.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Documented client progress and activities in accordance with agency policies and procedures.
  • Assisted clients in developing and setting realistic goals to promote positive change.
  • Assisted clients in identifying community resources and connecting with appropriate services.
  • Participated in interdisciplinary team meetings to coordinate care for clients.
  • Collaborated with other professionals to plan and coordinate care for clients.
  • Monitored clients' progress to adjust treatment plans accordingly.
  • Developed and maintained strong relationships with community resources for successful referrals.
  • Conducted home visits to assess clients' home environment and provide support.
  • Participated in professional development and training opportunities to enhance clinical skills.
  • Administered assessments to identify clients' needs and establish treatment plans.
  • Evaluated clients' social, emotional and psychological needs to create treatment plans.
  • Utilized evidence-based practices to provide effective interventions for clients.
  • Developed and implemented individualized treatment plans for clients.
  • Educated clients and families on mental health, wellness and recovery topics.
  • Facilitated group therapy sessions to help clients develop coping skills and improve communication.
  • Facilitated peer support groups to help clients connect with others.
  • Provided crisis counseling and intervention services to clients in emergency situations.
  • Devised and implemented community-based programs to promote mental health awareness.
  • Facilitated psychoeducational classes to help clients develop life skills.
  • Facilitated individual and group sessions to promote positive behavior change for clients.
  • Implemented community outreach programs to promote mental health awareness.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.

Case Manager

Hearts And Hands Of Care
10.2016 - 01.2021
  • 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.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
  • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
  • Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
  • Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
  • Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
  • Participated in regular professional development opportunities to stay current on best practices within the field of case management.
  • Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
  • Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
  • Streamlined case documentation procedures, reducing processing time and increasing efficiency.
  • Enhanced team collaboration by leading regular case review meetings, promoting unified approach to client care.
  • Reduced client wait times for service access by optimizing internal referral processes.
  • Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
  • Advocated for clients in legal settings, ensuring their rights were protected and voices heard.
  • Enhanced public awareness of case management services through community outreach events, increasing access for underserved populations.
  • Trained new case managers, raising team's overall competency and service delivery standards.
  • Developed resource directory for clients, simplifying their search for essential services.
  • Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
  • Coordinated with healthcare providers to ensure clients had access to necessary medical services, enhancing their overall well-being.
  • Increased client satisfaction through diligent follow-up and personalized support.
  • Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
  • Participated in community events to promote services and engage with public.
  • Monitored program performance and outcomes for successful delivery of services.
  • Developed and implemented training programs for staff.
  • Provided leadership, guidance and support to staff members.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Facilitated individual and group sessions to promote positive behavior change for clients.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.

Child Safety Case Manager

Directions for Living
05.2018 - 01.2019
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
  • Implemented feedback system for clients to share their experiences, enhancing service quality through direct input.
  • Secured funding for special projects through grant writing, expanding resources available to clients.
  • Negotiated with landlords and housing agencies to secure stable housing for clients, significantly reducing homelessness.
  • Facilitated workshops on life skills, contributing to improved self-sufficiency of clients.
  • Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
  • Developed partnerships with local agencies to provide broader range of services for clients, broadening their support network.
  • Improved client engagement by implementing user-friendly appointment scheduling system.
  • Collaborated with community members to develop and implement service initiatives.
  • Researched best practices and developed strategies to improve program outcomes.
  • Coordinated with community stakeholders for successful implementation of social and community service initiatives.
  • Analyzed trends and data to inform decision-making and program development.
  • Implemented strategies to increase public awareness of social and community service programs.
  • Conducted outreach activities to engage local stakeholders in programs.
  • Assessed community needs and identified resources for social and community service programs.
  • Established and maintained relationships with key stakeholders.
  • Advocated for social and community service programs to increase awareness and funding.
  • 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.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
  • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
  • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
  • Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
  • Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
  • Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
  • Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
  • Participated in regular professional development opportunities to stay current on best practices within the field of case management.
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
  • Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
  • Streamlined case documentation procedures, reducing processing time and increasing efficiency.
  • Enhanced team collaboration by leading regular case review meetings, promoting unified approach to client care.

Care Coordinator

State of Illinois-Department of Human Services
06.2010 - 01.2016
  • 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.
  • Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
  • Monitored progress towards patient goals, adjusting care plans as needed to achieve desired results.
  • Enhanced patient care by developing and implementing comprehensive care plans.
  • Advocated for patients'' rights within the healthcare system, working diligently to address concerns or barriers to care.
  • Improved communication among healthcare providers, streamlining the coordination of services for patients.
  • Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Coordinated discharge planning, ensuring a smooth transition from hospital to home or other facilities.
  • Provided emotional support for patients and families during difficult times, fostering resilience and coping skills.
  • Facilitated appointments and transportation for patients, streamlining access to essential medical services.
  • Determined need for special assessment activities for complex cases, effectively handling care plans.
  • Implemented evidence-based interventions that improved overall patient satisfaction with the care process.
  • Streamlined information sharing between healthcare providers by implementing secure electronic communication systems.
  • Contributed to the development of organizational policies and procedures related to care coordination, ensuring alignment with industry standards and best practices.
  • Coordinated with external healthcare services to arrange necessary patient treatments, ensuring continuity of care.
  • Developed patient education materials on chronic disease management, empowering patients to take active role in their health.
  • Streamlined patient intake processes, reducing wait times and improving patient satisfaction.
  • Collaborated with social services to connect patients with resources for housing, nutrition, and financial assistance, improving their overall wellbeing.
  • Implemented patient follow-up procedures to monitor treatment progress and adjust care plans as needed.
  • Developed and maintained strong relationships with patients and their families, providing emotional support and health education.
  • Coordinated volunteer support services for patients requiring additional home care assistance.
  • Organized community health fairs to promote wellness and preventive care, increasing community engagement.
  • Streamlined referral process to specialists, reducing wait times for critical treatments.
  • Enhanced patient care coordination by effectively managing schedules for multiple healthcare providers.
  • Facilitated multi-disciplinary team meetings to ensure comprehensive care plans, enhancing patient outcomes.
  • Negotiated with insurance providers to secure coverage for necessary treatments, alleviating financial stress for patients.
  • Improved care team communication with implementation of centralized information system.
  • Enhanced team efficiency by implementing digital scheduling system, optimizing resource allocation and reducing administrative burdens.
  • Advocated for patients during care team discussions, ensuring their preferences and needs were prioritized.
  • Monitored patient progress through regular check-ins, adjusting care plans to meet evolving needs.
  • Ensured compliance with healthcare regulations and standards, maintaining patient safety and confidentiality.
  • Facilitated patient access to specialized medical services by building network of healthcare provider partnerships.
  • Conducted thorough assessments of patient needs to devise personalized care plans, addressing both health and social determinants.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Reduced hospital readmission rates by coordinating effective post-discharge care plans.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • Communicated with patients, ensuring that medical information was kept private.
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
  • Discussed medical histories with patients in effort to provide most effective medical advice.
  • Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.

Education

Master of Science - Rehabilitation Counseling And Mental Health

Thomas University
Savannah, GA
01-2027

Bachelor of Science - Psychology With Applied Behavioral Analysis

Kaplan University
Savannah, GA
05-2014

Skills

  • Client advocacy
  • Program planning
  • Stakeholder collaboration
  • Case assessment
  • Positive attitude
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Organization and multitasking
  • Critical thinking
  • Clear communication
  • Direct patient care
  • Team collaboration
  • HIPAA compliance
  • Active listening
  • Verbal and written communication
  • Case documentation
  • Decision-making
  • Relationship building
  • Patient support
  • Case management tracking
  • Data entry and analysis
  • Patient assessments
  • Case planning
  • Community resources
  • Case needs assessment
  • Emotional awareness
  • Client relationship management
  • Care coordination
  • Conflict resolution
  • Goal setting
  • Patient management
  • Staff management
  • Documentation and reporting
  • Crisis intervention
  • Annual case reviews
  • MS office
  • Home visits and inspections
  • Email and telephone etiquette
  • Intervention plans
  • Report writing
  • Patient assessment
  • Records management
  • Discharge planning
  • Patient needs assessment
  • Stress management
  • Case management
  • Recruitment
  • Medical records management
  • Performance tracking
  • Treatment Planning
  • Community outreach
  • Individualized counseling
  • Resource identification
  • Program development
  • Group therapy
  • Cross-functional collaboration
  • Family education programs
  • Staff education and training
  • Resource management
  • EMR / EHR
  • Court mandated reporter
  • Interdisciplinary collaboration
  • Social work
  • Regulatory compliance
  • Utilization management
  • Indirect patient care
  • Quality assurance controls
  • Documentation proficiency
  • Health history documentation
  • Financial resource management
  • Progress evaluations
  • Needs assessment
  • Eligibility assessment
  • Client assessment
  • Client empowerment
  • Teamwork
  • Teamwork and collaboration
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Adaptability and flexibility
  • Effective communication

Timeline

Case Manager Supervisor

Second Chance Support Services LLC
05.2021 - Current

Intensive Case Manager

South Central Foundation
01.2021 - 05.2021

Child Safety Case Manager

Directions for Living
05.2018 - 01.2019

Case Manager

Hearts And Hands Of Care
10.2016 - 01.2021

Care Coordinator

State of Illinois-Department of Human Services
06.2010 - 01.2016

Master of Science - Rehabilitation Counseling And Mental Health

Thomas University

Bachelor of Science - Psychology With Applied Behavioral Analysis

Kaplan University

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Laura Mark-Masters