Miguel Rodriguez
Allentown,United States
Summary
Dedicated case manager with extensive experience in medical and HIV settings, specializing in trauma-informed, patient-centered care for individuals living with HIV and other vulnerable populations. Proven track record in direct service, program development, and macro-level social work underscores a commitment to advancing health equity, dismantling stigma, and improving access to high-quality, culturally competent care. Expertise includes bridging clinical coordination with systems change, advocating for policy reforms and program innovations that address the root causes of health disparities. Focused on fostering housing stability, empowerment, and justice as essential components of equitable HIV care while striving to create lasting change that prioritizes dignity and community voice.
Overview
21
21
years of professional experience
Work History
HIV Medical Case Manager
Novus Medical Services
07.2024 - Current
- As a medical case manager serving diverse PLWH, I provide trauma-informed, culturally responsive support to enhance health outcomes, stability, and self-determination. I blend clinical coordination with advocacy to reduce barriers to treatment and support long-term retention in care.
- Key Responsibilities & Impact:
- Conduct comprehensive psychosocial assessments to identify medical, psychosocial, behavioral health, and structural needs.
- Develop and monitor individualized service plans focused on treatment adherence, empowerment, and viral suppression (U=U).
- Provide education and counseling on HIV health literacy, medication adherence, and harm reduction.
- Re-engage patients who have fallen out of care, coordinating reconnection to medical providers and support services.
- Navigate insurance issues, prior authorizations, appeals, and benefits to ensure uninterrupted medication access.
- Link clients to Ryan White programs, housing resources, mental health providers, and financial assistance.
- Serve as a liaison between patients, caregivers, and multidisciplinary medical teams to ensure continuity of care.
- Document encounters in accordance with HIPAA, state regulations, and Ryan White requirements.
- Apply trauma-informed and culturally competent practices to build trust, reduce stigma, and increase engagement in care.
- Participate in quality improvement, cross-disciplinary planning, and professional development initiatives.
HIV Case Manager
Lehigh Valley Health Network
02.2021 - 07.2024
- Supported PLWH and high-risk patients by coordinating medical care, support services, and linkage to culturally informed community resources.
- Highlights & Contributions:
- Evaluated patient eligibility and completed program enrollments in alignment with Ryan White standards.
- Coordinated labs, procedures, specialist consults, and follow-ups ordered by medical providers.
- Connected clients to insurance enrollment, medication assistance, housing programs, transportation, food access, and other essential supports.
- Supported HIV prevention and community education by participating in outreach, testing events, and health fairs.
- Delivered presentations and trainings to patients, staff, and community members on HIV care and stigma reduction.
- Built relationships with community organizations and service providers to strengthen referral pathways and reduce gaps in care.
- Assisted with workflow development and process improvements for case management services.
Service Coordinator/Project Manager
IntegraONE
05.2018 - 11.2020
- Managed technical service delivery, client communications, and project execution for IT service environments.
- Key Impact:
- Oversaw service ticket lifecycle using ConnectWise and coordinated resolution based on engineer expertise.
- Led kickoff calls, deployments, status meetings, and project closeouts to ensure on-time delivery.
- Tracked milestones, documentation, invoices, and contractual obligations on fixed-fee and T&M projects.
- Maintained software licensing and logistical support for client installations.
- Served as the primary point of contact to ensure a streamlined customer experience and clear communication.
Customer Success Manager/Lead Technical Support
Viddler
10.2015 - 05.2018
- Led customer success and technical support operations for a SaaS media platform.
- Key Achievements:
- Reduced ticket response time by 75% through workflow redesign and staff coordination.
- Increased revenue by upselling services to 30% of clients.
- Maintained 98% resolution rate using Zendesk for support operations and QA feedback loops.
- Trained and coached staff to improve service quality and technical expertise.
- Assisted users with API integrations, embed code troubleshooting, and platform compatibility.
Family Support Worker
NORWESCAP
07.2013 - 10.2015
- Strategically connected students, families, and schools with community resources such as family service agencies, child guidance clinics, protective services, and medical providers.
- Maintained comprehensive documentation to track client progress, service plans, and outcomes.
- Advised and supported clients with legal matters, custody arrangements, and court hearings, including providing testimony when necessary.
- Monitored and evaluated service plans through consistent follow-ups to assess progress and identify additional needs.
- Achieved a 95% success rate in linking families to appropriate community resources and social support systems.
- Improved community well-being by assisting individuals and families facing challenges such as abuse, poverty, and disabilities—connecting them to job placement, financial aid, housing, and medical care.
- Coordinated supportive services including child care, prenatal care, abuse treatment, counseling, and parenting education to strengthen family stability.
- Built strong partnerships with parents, teachers, and school personnel to collaboratively address truancy, behavioral challenges, and academic barriers.
Bilingual Member Service Representative
Building Service 32BJ Benefit Funds
08.2009 - 09.2012
- Delivered benefits education and support for union members in English and Spanish.
- Delivered exceptional customer service while educating potential members about benefits and eligibility through both phone consultations and in-person meetings.
- Assessed insurance coverage and program eligibility, including pension plans, SRSP benefits, LTD, and COBRA.
- Responded to inquiries and provided accurate information regarding policies, enrollment, and coverage details.
- Documented and escalated complaints or unresolved issues to support departmental investigations and ensure compliance.
- Consistently met or exceeded performance metrics, achieving a 95% success rate in meeting all call and service benchmarks.
- Maintained a 98% call resolution rate by remaining professional, identifying root causes, and offering proactive solutions to prevent repeat issues.
- Achieved 100% customer satisfaction through empathy, clear communication, and efficient problem resolution.
Bilingual Family Partner
NORWESCAP
05.2005 - 08.2009
- Advocated for individuals and families experiencing homelessness or instability.
- Advocated for displaced individuals and families by securing temporary shelter placements and identifying supportive services and referrals to promote long-term stability.
- Coordinated with local agencies and case management teams to connect clients with essential community resources, including housing, employment, and family support programs.
- Collaborated with staff in organizing and implementing literacy events at Phillipsburg Early Childhood Center, fostering educational engagement for families.
- Provided after-hours case management support by assisting with the Warren County Homeless Hotline, ensuring timely responses and crisis intervention for individuals in need.
Education
Master of Social Work - MSW - Social Work
Temple University - School of Social Work
08.2025
Bachelor of Science - Technical Management
DeVry University
01.2018
Skills
- Patient Education
- Patient Counseling
- Patient Support
- HIV and AIDS care
- Teamwork orientation
- Healthcare systems navigation
- Documentation accuracy
- Case management expertise
- Cultural sensitivity
- Client advocacy
Timeline
HIV Medical Case Manager
Novus Medical Services
07.2024 - Current
HIV Case Manager
Lehigh Valley Health Network
02.2021 - 07.2024
Service Coordinator/Project Manager
IntegraONE
05.2018 - 11.2020
Customer Success Manager/Lead Technical Support
Viddler
10.2015 - 05.2018
Family Support Worker
NORWESCAP
07.2013 - 10.2015
Bilingual Member Service Representative
Building Service 32BJ Benefit Funds
08.2009 - 09.2012
Bilingual Family Partner
NORWESCAP
05.2005 - 08.2009
Bachelor of Science - Technical Management
DeVry University
Master of Social Work - MSW - Social Work
Temple University - School of Social Work
Honors-Awards
MSW Excellence in Community Service and Advocacy