Mari Matsumoto
Spokane
Summary
Investigation professional with solid foundation in uncovering and analyzing evidence to resolve cases effectively. Known for high standard of teamwork and results-driven approach, adaptable to changing requirements. Proficient in critical thinking and problem-solving, with reputation for reliability and collaborative efforts.
Overview
10
10
years of professional experience
Work History
Adult Protective Investigator
Department of Health and Social Services
Spokane, WA
03.2022 - Current
- Collaborated with Supervisor and team to develop comprehensive service plans for at-risk individuals.
- Assessed client needs through interviews and home visits, ensuring accurate documentation
- Conducted thorough investigations into allegations of abuse and neglect to protect vulnerable adults.
- Reviewed case files for compliance with state regulations, ensuring adherence to policies and procedures.
- Analyzed trends in reported cases to identify systemic issues, driving initiatives for process improvement within the agency.
- Developed comprehensive safety plans for clients at risk, coordinating with community partners to provide necessary resources and support.
- Upheld ethical standards throughout investigative process by adhering to guidelines provided by state regulations, agency policies, and professional codes of conduct.
- Enhanced client trust by displaying empathy, active listening, and compassionate communication during highly sensitive investigations.
- Demonstrated cultural competency by effectively working with diverse populations and addressing unique needs based on cultural backgrounds.
- Improved client safety by conducting thorough investigations of reported abuse, neglect, and exploitation.
- Expedited case resolution by effectively prioritizing high-risk situations and efficiently managing caseloads.
- Elevated team performance through regular communication and collaboration with colleagues and supervisors, sharing expertise and insights from casework experiences.
- Collaborated effectively with medical professionals to address physical health concerns related to allegations of abuse or neglect.
- Contributed to a positive workplace culture by actively participating in staff meetings, trainings, and professional development opportunities.
- Streamlined processes for information gathering by utilizing advanced interviewing techniques during home visits and witness interviews.
CSS Supervisor
Department of Health and Social Services
Spokane, WA
07.2021 - 03.2022
- Led daily operations to ensure compliance with service standards.
- Implemented process improvements that increased workflow efficiency across multiple offices.
- Conducted regular team meetings to align goals and address operational challenges effectively.
- Evaluated program performance and provided strategic recommendations for service enhancements.
- Mentored new CSS staff, fostering leadership skills and promoting a culture of continuous improvement.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Kaiser Permanente
01.2021 - 01.2022
- Increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely, and meaningful information. Provide higher level support to members' inquiries and issues as they utilize the Kaiser Permanente Plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
- Performance Skills
- Ordering ID cards
- Promote Kaiser Permanente health plans
- Web support
- Answering my pharmacy questions
- Connecting calls to the correct department
- Responds to health plan, delivery system, and governance inquiries and complaints in writing and over the telephone.
- Researches issues. Interact with other departments, physicians or administrators as needed. Resolve or escalate when appropriate.
- Identify errors and determine what corrective steps need to be taken to resolve.
- Interpret and apply all benefits according to appropriate contract.
- Document all interactions in contract tracking system according to regulatory guidelines.
Telehealth support specialist
CHAS
01.2020 - 01.2021
- Improve the overall health of the communities we serve by providing outstanding customer service at all points of contact while connecting patients to resources based on healthcare needs, scheduling and general telehealth administrative support duties.
- Performance skills
- Providing excellent customer service
- Prepares patients for upcoming telehealth visits including technical support
- Verifying insurance
- Verifying appointment time
- Monitoring waiting room
- Ensuring accuracy and completion of patient demographics and intake forms
- Professionally answer his calls and text messages
- Engages and influences team to ensure video visits are effectively supported and scheduled over phone visits to align with organizational priority and a recognized patient experience preference
Mobility Mentor Coordinator
Paratransit Inc.
Spokane, WA
01.2017 - 01.2020
- Ensuring the people are paired with a mentor who meets their specific needs as well as traveling around the community by bus helping maintain independence through the help of a mentor. Attending community events helping other learn about their transportation options.
- Performance skills
- Finding mentors
- Developing contacts
- Weekly, monthly, quarterly, and annual reports using Microsoft word
- Emotional support
- Data entry using excel and accesses
- Creative thinking
- Decision making
- Adapting to constant change
- Recordkeeping using excel
- Scheduling bus trips
- Attending community events such as Unity in the community
- Creating spread sheets using excel and access
- Mentor intake and training using Powerpoint
- Participate intake
- Bus route knowledge using google maps
- Utilizing DMS for contacts, entering data, and reports
Education
High School Diploma - undefined
Shadle Park High School
01.2001
Skills
- Client advocacy
- Assertiveness
- Legal compliance
- Interviewing techniques
- Investigative skills
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Active listening
- Decision-making
- Privacy and confidentiality
- Emotional support
- Task prioritization
- Self motivation
- Public safety
- Client assessments
- Conflict resolution
- Risk assessment
- Professionalism
- Incident reporting
- Documentation and reporting
- Crisis intervention
- Safety monitoring
- Continuous improvement
- Investigation documentation
Timeline
Adult Protective Investigator
Department of Health and Social Services
03.2022 - Current
CSS Supervisor
Department of Health and Social Services
07.2021 - 03.2022
Kaiser Permanente
01.2021 - 01.2022
Telehealth support specialist
CHAS
01.2020 - 01.2021
Mobility Mentor Coordinator
Paratransit Inc.
01.2017 - 01.2020
High School Diploma - undefined
Shadle Park High School