Miranda Garcia
Espanola
Summary
Experienced case worker with over 10 years in direct client engagement, specializing in diverse backgrounds and needs. Proven track record in delivering essential community resources for improved living conditions.
Overview
15
15
years of professional experience
Work History
Social Services Coordinator
ADRC/CERD
Santa Fe
07.2024 - Current
- Utilized Wellsky database for managing client information
- Maintained expertise in Omnicaid database operations
- Maintained proficiency in Zoom Workplace for effective communication
- Completed assessments to identify and address various consumer needs
- Knowledge of individual consumer counseling regarding Medicare, Medicaid, health and long-term care insurance, public benefits and appropriate community programs and services
- Knowledge of Aging Services Departments: Adult Protective Services, New Mexicare, Ombudsman, Kinship Caregiver, Veterans Direct Care, and Care Transitions
- Facilitated internal referrals to the Senior Medicare Patrol upon identification of potential Medicare fraud by beneficiaries.
- Complete appropriate internal referrals for the Prescription Drug Assistance Program when consumers express the need for assistance with their prescription drug costs
- Identified available services and supports, equipping consumers with information to make informed choices
- Provide appropriate referrals to New Mexicare and Adult Protective Services for Title XX
- Provide over the phone and in person assistance with resources and answering of basic need questions in New Mexico
- Provide appropriate resources to constituents of New Mexico i.e. transportation, home modifications, housing, case management, legal resources, and caregiver support
- Provided empathy and support to constituents transitioning into Medicare or seeking higher levels of care and Medicaid
IMB Intake Healthcare Specialist
Incident Management Bureau – DHI/DOH
Santa Fe
09.2018 - 07.2024
- Maintained awareness of Incident Management Bureau policies and procedures
- Understood the Medicaid Portal functionalities
- Knowledge of the Abuse, Neglect and/or Exploitation (ANE) reporting website
- Retrieved and reviewed reports of ANE on a 24/7 hotline to identify urgent cases for action.
- Review referred reports of ANE to determine if they are for individuals on the Developmental Disability Waiver
- Assessed reports for compliance with NMAC definitions to determine necessity for state investigation.
- Assign reports of ANE to state investigators for specified regions
- Close reports of ANE in the Intake Database which do not meet NMAC definitions
- Referred cases to Adult Protective Services (APS), Health Facilities Licensing and Certifications, and Medicaid Fraud unit to ensure proper follow-up.
- Provide referrals and appropriate contact numbers to callers who have reached the wrong entity for their concern
- Review and ensure the investigator rotation board reflects the appropriate information and case assignments are accurately documented
- Assist fellow coworkers with questions regarding cases they are currently working on
- Assist fellow coworkers with questions surrounding the investigator rotation board
- Troubleshoot case issues in order to provide efficient customer service
- Provide efficient and friendly customer service
- Enhanced ability to empathize with callers from various backgrounds
- Actively listen to callers and what their needs and concerns are
- Developed understanding of cultural competence
- Managed client cases effectively
- Encouraged caller communication while maintaining respect
Family Assistance Analyst II
Human Services Department – ISD
Santa Fe
10.2017 - 09.2018
- Managed complex case resolution, ensuring timely and effective problem-solving for clients
- Provides consultation and training to co-workers
- Makes recommendations to management to improve field office operations
- Reviewed referred cases, conducting intake, research, and analysis to address and resolve client issues
- Provides technical expertise, consultation, and training in areas of case management
- Coordinates data entry and retrieval from multiple interfacing information systems and databases
- Compiled comprehensive reports on intake, interviews, and processes, detailing statistical insights and actionable recommendations
Family Assistance Analyst I
Human Services Department – ISD
Santa Fe
05.2015 - 10.2017
- Familiar with Federal and State policies and procedures
- Familiar with the Human Services ASPEN database
- Determined eligibility of HSD clients for food, cash, Medicaid, and energy assistance, facilitating access to essential support.
- Oversee disbursements of public assistance
- Delivered comprehensive case management services, addressing client needs and connecting them with appropriate resources.
- Troubleshoot case issues in order to provide efficient customer service
- Assist customers in completing applications for assistance
- Developed interviewing skills to accurately document detailed case notes for client assessments.
- Provided efficient, friendly customer service, enhancing client satisfaction and trust in assistance programs.
- Developed empathy skills to effectively support callers from diverse backgrounds.
- Pursued training in cultural competency to enhance service delivery to diverse populations.
- Gained skills to effectively collaborate with language translators for client communication.
Customer Service Representative
Walmart
Santa Fe
04.2011 - 05.2015
- Delivered friendly, efficient service to enhance customer satisfaction
- Assist customers with their needs and concerns
- Process refunds and returns
- Run the registers to check customer’s items out in a timely manner
- Validate and process checks and money orders
- Process and confirm money transfers through MoneyGram
- Assist with back up customer service management
- Actively respond to the needs of associates and customers as a customer service supervisor
- Provide training and support to fellow associates
- Executed responsible decisions on alcohol sales, returns, and pricing to maintain compliance and customer trust
- Assist elderly and physically disabled customers with their shopping needs
- Guided lost children to stay calm while reuniting them with parents, ensuring safety and comfort
- Observing and helping asset protection with possible theft
Adult Protective Services Intake Worker
Aging and Disability Resource Center
Santa Fe
09.2014 - 12.2014
- Effectively listened and communicated with callers filing reports, ensuring accurate information collection
- Learned the common signs of abuse, neglect, and exploitation of a vulnerable adult
- Able to differentiate between allegations and determine the right one for a specific case
- Advocated for individuals unable to speak for themselves due to mental illness or disability, demonstrating empathy in interactions
- Learned to become culturally competent and understanding of all inclusive callers
- Familiar with the Adult Protective Services Harmony Database
- Accurately able to read faxes and enter them into the Harmony database for the county field offices
- Consulted with co-workers on best practices and procedures
Education
Bachelor of Science - Psychology: Child Development
Perdue University Global
Indianapolis, IN11.2016
Associates of Arts - Human Services
Santa Fe Community College
Santa Fe, NM06.2015
Skills
- Client assessment
- Case management
- Resource navigation
- Resource coordination
- Insurance verification
- Adult advocacy
- Cultural competency
- Active Listening
- Writing
- Critical Thinking
- Problem Solving
- Time Management
- Organization
- Workflow management
- Teamwork
- Interpersonal skills
- Communication skills
- Adaptable
- Co-worker training
References
- Manuel Bustamante, IMB – Investigator Supervisor, (575) 496-7685
- Ashley Saiz, IMB – Intake Specialist, (505) 660-0809
- Karen Staszewski, IMB – Administrative Assistant, (505) 204-0446
- Juli Sommers, IMB – Former Intake Supervisor, (505) 280-9751
- Michael Padilla, IMB – Former Intake Supervisor, (505) 699-8500
- Samantha Valdez, IMB – Former Coworker, (505) 501-4424
Accomplishments
Graduated Magna Cum Laude from Purdue University Global - 2016
Timeline
Social Services Coordinator
ADRC/CERD
07.2024 - Current
IMB Intake Healthcare Specialist
Incident Management Bureau – DHI/DOH
09.2018 - 07.2024
Family Assistance Analyst II
Human Services Department – ISD
10.2017 - 09.2018
Family Assistance Analyst I
Human Services Department – ISD
05.2015 - 10.2017
Adult Protective Services Intake Worker
Aging and Disability Resource Center
09.2014 - 12.2014
Customer Service Representative
Walmart
04.2011 - 05.2015
Bachelor of Science - Psychology: Child Development
Perdue University Global
Associates of Arts - Human Services
Santa Fe Community College