LETITIA MANUEL
Grand Prairie,TX
Summary
Compassionate mental health specialist offering six years of case management and expertise in mental health. Proven ability to quickly build trust and rapport with clients from diverse cultures through exceptional communication. Highly-motivated community service professional skilled at planning and diagnosis management. Committed to achieving high-quality, cost-effective care for patients and families.
A dedicated service professional with strong background in coordinating and managing service operations. Known for driving efficiency and enhancing customer experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization.
Overview
14
14
years of professional experience
Work History
Service Coordinator
Aetna
02.2020 - Current
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Responded to customer questions and complaints and documented consumer communications
- Acted as company ambassador, professionally delivering high level of service and high-quality support to every customer
- Assisted members with identifying and accessing care by locating in-network professionals
- Documented detailed notes in CRM system to track customer interactions
- Communicated with clients over various platforms such as phone, email, web portal and chat
Mental Health Professional
Seedlinks Behavioral Management
04.2013 - 02.2020
- Employed evidence-based practices and communication skills to intervene in crisis situations
- Implemented involuntary hospitalization and observation orders to protect individuals from self-harm or harm to others
- Delivered full-range supportive mental health services, including individual and group counseling
- Helped clients develop coping skills to deal with specific triggers and stressful events
- Interviewed screened, and evaluated individuals to determine appropriate mental health services
- Prepared mental health documentation for insurance and legal requirements
- Maintained case notes and documented critical incidents
- Responded to crisis situations to offer emergency counseling and intervention services
- Attended case conferences, court hearings, school, and community events
workman comp, state of texas
05.2017 - 03.2018
Child Protective Services Specialist
State of Texas Child Protective Services
01.2011 - 04.2013
- Shared expertise with physicians and other professionals to discuss abuse allegations
- Performed highly specialized child protection duties, including risk assessment and safety planning
- Collected social history and data to complete safety planning
- Solicited referrals for community resources for ineligible callers
- Fostered professional and positive relationships with community agencies to strengthen child resources
- Maintained cooperative working relationships with legal services, law enforcement, medical personnel, and schools to support child protective investigations
- Identified child abuse resources to obtain information for child abuse victims
- Improved the living arrangements for children in the system by counseling parents on proper child-rearing choices
- Investigated reports or indications of abuse, neglect, or exploitation of at-risk adults, adolescents, and children
- Monitored progress of clients in active cases to identify service goal accomplishments and areas in need of improvement
Education
Master of Arts - Social Work
Our Lady of The Lake University
San Antonio, TexasBachelor of Science - Business
Kaplan University
Fort Lauderdale, FloridaAssociate of Arts - Early Childhood
Kaplan University
Fort Lauderdaled, FloridaSkills
- Developing relationships
- Client goal planning
- Safety and risk assessments
- Tracking client progress
- Confidential records
- Patient evaluation
- Neglect and abuse checks
- Attentive listener
- Notetaking and documentation
Timeline
Service Coordinator
Aetna
02.2020 - Current
workman comp, state of texas
05.2017 - 03.2018
Mental Health Professional
Seedlinks Behavioral Management
04.2013 - 02.2020
Child Protective Services Specialist
State of Texas Child Protective Services
01.2011 - 04.2013
Bachelor of Science - Business
Kaplan University
Associate of Arts - Early Childhood
Kaplan University
Master of Arts - Social Work
Our Lady of The Lake University
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