Hi, I’m
Maria Gomez
Lead Care Manager
Louisville,KY
Summary
Professional with strong background in care management, prepared to lead and inspire teams. Skilled in developing personalized care plans, ensuring compliance with healthcare regulations, and driving quality improvements. Known for fostering collaborative environment, adaptable to changing needs, and focused on delivering impactful results. Strong communication, problem-solving, and leadership abilities highly valued in this field.
Overview
6
years of professional experience
2018
years of post-secondary education
2
Languages
Work History
Pair Team
Lead Care Manager
03.2023 - Current
Job overview
- Primary point of contact for members; resolved escalated issues, and provided high-touch support for care coordination services.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Worked with providers to define quality metrics and outcome reporting process.
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
- Arranged transportation and documented details of discharge transition plans.
- Managed onboarding and platform navigation for patients and caregivers, ensuring an understanding of digital tools and resources.
- Documented 100% of interactions accurately in CRM systems for compliance and reporting.
- Partnered with product and operations teams to troubleshoot issues and enhance the member experience.
- Improved engagement rates by 15% through initiative-taking outreach and workflow enhancements.
- Reduced response times by 30% by streamlining communication processes.
- Mentored and trained new hires to ensure quality member support, and adherence to compliance standards.
Nume
Customer Success Specialist
01.2025 - 03.2025
Job overview
- Serve as the first point of contact for customers navigating AI-driven, personalized health solutions.
- Guide new users through onboarding, including interpreting genetic reports, supplement recommendations, and personalized care plans.
- Onboarded members by reviewing weight management goals and aligning meal plans with physician recommendations.
- Entered and maintained accurate weight and progress data in internal systems to track outcomes.
- Managed plan renewals, ensuring timely updates for monthly, 6-month, and annual programs to support continuity of care.
- Provide timely, empathetic support for inquiries via chat, email, and ticketing systems, ensuring smooth experiences across the platform.
- Log 100% of customer interactions in HubSpot CRM, escalating technical issues as needed, and collaborating with product teams for quick resolution.
- Advocate for customer needs by collecting feedback to influence feature development, and improve workflows.
- Ensure compliance with data privacy regulations, while maintaining high accuracy in all records.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
BI Incorporated
Case Manager
02.2020 - 04.2023
Job overview
- Supported 150+ clients in compliance-based programs, handling inquiries, troubleshooting, and risk management.
- Maintained HIPAA compliance while documenting all communications in internal systems.
- Delivered high-quality support to ensure program adherence, and positive client outcomes.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Consistently met response and resolution time metrics.
- Recognized as Employee of the Month for exceptional service and problem-solving, July 2022.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Education
University of LouisvilleLouisville, KY United States
Bachelor’s Degree from Spanish Communications
05-2017
University Overview
- 3.5 GPA
- Minor Latin American Studies
Skills
Customer Success & Retention Strategies, AI & Digital Health Tools Support
Accomplishments
- Supervised team of 5 staff members.
- Achieved improved clinical quality metrics by introducing streamlined data tracking software for IEHP clinical measurement and reporting tasks.
Timeline
Customer Success Specialist
Nume
01.2025 - 03.2025
Lead Care Manager
Pair Team
03.2023 - Current
Case Manager
BI Incorporated
02.2020 - 04.2023
University of Louisville
Bachelor’s Degree from Spanish Communications
05.2017
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