Makenzie Wallace
Ardmore,OK
Summary
Diligent case worker with a background in family services. Expertise in managing cases, providing support to families, and facilitating access to community resources. Demonstrated ability to effectively communicate and resolve conflicts.
Overview
5
5
years of professional experience
Work History
Family Services Specialist II
Oklahoma Department of Human Services
05.2024 - Current
- Completed interviews/applications for Medicaid, Medicare Buy-In Programs, Child Care Subsidy Program, and SNAP benefits.
- Maintained confidential records and documentation in Facs, IMS and OnBase database.
- Reduced barriers to service access for non-English speaking clients by providing translation assistance when needed or coordinating interpreter services during meetings or appointments.
- Demonstrated commitment to professional growth by attending relevant trainings, workshops, and conferences; continuously updating skills and knowledge within the family services field.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Answered incoming calls to the OKDHSLive hotline.
- 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.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Patient Resource Navigator
Connectus Health
10.2022 - 10.2024
- Assisted patients with Medicaid and Marketplace insurance applications.
- Provided patients with resources for transportation, food and housing.
- Used Microsoft Office regularly: Outlook, Excel, Word, and PowerPoint.
- Called patients to conduct social needs/social determinants of health screenings.
- Distributed food, diapers, baby clothes and car seats to patients in need.
- Ordered food, diapers, baby clothes and car seats for the clinic.
- Created workflows and training materials for the Patient Resource Navigators and the Patient Resource Assistants.
- Addressed patient concerns and provided support to vulnerable demographics.
- Built trust within diverse communities through cultural competency training, empathetic communication skills, and active listening techniques.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Attended and participated staff meetings and training seminars.
- Promoted community resources to families, assisting them in accessing necessary services for their specific needs.
- Reduced barriers to service access for non-English speaking clients by providing translation assistance when needed or coordinating interpreter services during meetings or appointments.
Community Health Worker
Mercy Clinic
03.2022 - 08.2022
- Assisted patients with Medicaid applications.
- Provided patients with resources for transportation, food, housing, etc.
- Used Epic - Electronic Medical Records to document patient encounters and provide resources to patients and healthcare professionals.
- I met regularly with local nonprofits and committees to discuss how we can better assist our patients and community with their social determinants of health.
- I used Microsoft Office regularly: Outlook, Excel, Word, and PowerPoint.
- Along with my team, I helped implement a blessing box at the Mercy Clinic.
- I set up an area in the clinic where patients could access pamphlets that included information on local community resources for transportation, food, a list of crisis hotlines, and a list of local blessing boxes.
- Connected families with necessary social services, alleviating barriers to healthcare access and improving quality of life.
- Participated in ongoing professional development opportunities to stay current on best practices in community health work, ensuring the delivery of quality services to clients.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Increased awareness of available resources by organizing and participating in community health fairs and events.
- Reduced barriers to service access for non-English speaking clients by providing translation assistance when needed or coordinating interpreter services during meetings or appointments.
Assistant Manager
Lake Murray Marina
01.2021 - 03.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed pontoon boat rentals: performed safety checks, went over rules, and distributed life vests and safety gear.
Pharmacy Technician
Walgreens Pharmacy
09.2020 - 12.2020
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Education
Bachelor of Science - Audio Production, Entrepreneurship
Middle Tennessee State University
Murfreesboro05.2020
Skills
- Experienced with Microsoft Office suite
- Skilled in utilizing EPIC EHR systems
- Allscripts/Veradigm Electronic Health Record
- Needs assessment
- Community resources
- Eligibility determination
- Client interviewing
- Program enrollment
- Case recordkeeping
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Organizational skills
- Active listening
- Effective communication
- Family services
- Adaptability
- Written communication
- Confidentiality practices
- Multicultural competence
- Self-awareness
Timeline
Family Services Specialist II
Oklahoma Department of Human Services
05.2024 - Current
Patient Resource Navigator
Connectus Health
10.2022 - 10.2024
Community Health Worker
Mercy Clinic
03.2022 - 08.2022
Assistant Manager
Lake Murray Marina
01.2021 - 03.2022
Pharmacy Technician
Walgreens Pharmacy
09.2020 - 12.2020
Bachelor of Science - Audio Production, Entrepreneurship
Middle Tennessee State University
Similar Profiles
Karen Dodge-KelsoKaren Dodge-Kelso
Child Welfare Specialist III at State of Oklahoma Department of Human ServicesChild Welfare Specialist III at State of Oklahoma Department of Human Services
Leonardo YoungLeonardo Young
Child Welfare Specialist III at Oklahoma Department of Human ServicesChild Welfare Specialist III at Oklahoma Department of Human Services
Kayla TonihkaKayla Tonihka
Child Welfare Specialist III â Family Meeting Continuum Facilitator at Oklahoma Department of Human ServicesChild Welfare Specialist III â Family Meeting Continuum Facilitator at Oklahoma Department of Human Services
Gavin WatkinsGavin Watkins
Line Chef at David Wood | The RockLine Chef at David Wood | The Rock
Ashley GodwinAshley Godwin
Adolescent Health Specialist at Oklahoma State Department of HealthAdolescent Health Specialist at Oklahoma State Department of Health