Nanette Otis
Professional Care Management Associate
Las Vegas,NV
Summary
Social services specialist with ten years of experience in client advocacy and data analytics. Demonstrated ability to enhance service quality and member satisfaction through effective use of analytical tools. Skilled in resolving operational challenges and implementing data-driven solutions. Hold certification in health and human services, focused on improving client outcomes.
Overview
19
19
years of professional experience
7
7
Certifications
Work History
Care Management Associate
Aetna, a CVS Health Company
WFH, Remote
04.2024 - Current
- As part of an interdisciplinary care team member, helped to determine individual member specific needs and coordinate discussions with care management team
- Met & exceeded the omt benchmark consistently at 96% across established workflows
- Improve member outcomes and experiences by completing a minimum of 50 HRA's per month
- Build trusting and empathetic relationships with our members by engaging the members in meaningful and relevant conversation prior and during enrollment
- Assist members and their assigned case managers with utilizing database to encourage use of their benefits and covered services
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams, OneNote) for documentation, data management, and interdisciplinary collaboration
Sr. Service Advocate
Aetna, a CVS Health Company
WFH, Remote
10.2022 - 04.2024
- Achieved gold level status of 98% completion of HRA's
- Successfully completion of HRA with less than 5% error rate
- Met & exceed special project requirements as part of departmental goals and improve member experiences
- Managed high-volume inbound calls via routing system, achieving gold status successfully and consistently meeting HRA quality metrics
- Effectively support members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member’s needs
- Possess top-notch people skills-active listening, caring, connecting, empathizing, and supporting members care needs
FMLA Customer Experience Specialist
ComPsych
WFH, Remote
11.2021 - 12.2022
- Evaluated and approved Leave of Absence (LOA) requests in strict compliance with federal (FMLA) and state regulations
- Communicated LOA's policies, rules and regulations clearly with diverse employees while assessing their needs and educating employees on the next steps of the LOA's process
- Ensured the integrity of employee LOA data, utilizing company operating systems to track, document, and report on all LOA cases
- Facilitated communication and process adherence across multidisciplinary teams to ensure a successful and compliant LOA process for members
- Documented a wider range of mental and physical health conditions in adherence to DSM-IV guidelines, facilitating comprehensive review and accurate record-keeping
- Maintained operational compliance by validating accuracy of documentation in member records
Call Center Collection Specialist
Check City Corporate Office
WFH, Remote
01.2020 - 10.2021
- Successfully recovered outstanding debt while providing exceptional customer service via telephonic communication channels
- Maintained a 90% customer satisfaction rating by providing personalized support and product recommendation
- Negotiated payment arrangements with customers for past-due accounts, successfully preventing the need for aggressive legal action
- Utilized active listening and effective communication skills to de-escalate customer concerns ensuring prompt and satisfactory resolutions
- Proficient in a wide range of computer applications and office software, supported by efficient typing and data entry abilities
Crisis Advocate
SafeNest
Las Vegas, Nevada
06.2018 - 05.2019
- Provided trauma-informed crisis intervention and triage on a busy hotline, escalating complex cases to social work/supervisor level
- Assessed victims' immediate needs and safety through comprehensive evaluation, developing and implementing safety plans, and providing essential information and referrals to critical support services
- Performed complex administrative duties, including the processing and timely submission of emergency temporary protection orders (TPOs)
- Managed and maintained confidential victim case files, while managing high-volume administrative workflows related to judicial protection orders
- Utilized active listening and de-escalation techniques to assess caller needs and provide critical information on safety strategies and local resource options
- Empowered callers to make informed decisions regarding their safety by clearly communicating available options and collaboratively developing actionable safety plans
Case Manager
Salvation Army Family Services
Las Vegas, Nevada
08.2014 - 02.2015
- Investigated applicant backgrounds and verified eligibility for government assistance programs
- Evaluated applicant eligibility for social service programs by verifying personal and financial data to process approvals, modifications, or terminations
- Conducted in-depth interviews to assess need and approve agency resources
- Evaluated applicant eligibility for social service programs by verifying personal and financial data to process approvals, modifications, or terminations
Eligibility Worker I & II
County of Los Angeles Public Social Services
Los Angeles, CA
03.2007 - 03.2012
- Managed a daily caseload of 300+ clients from diverse socio-economic backgrounds, providing critical case management and connecting them to public assistance programs (e.g., housing, food, financial aid)
- Expertly assessed needs and provided culturally sensitive support, ensuring equitable distribution of resources for a broad spectrum of clients receiving public assistance
- Evaluated and verified client documentation (income, assets, household composition) to determine initial and ongoing eligibility for state and federal programs (SNAP, TANF, Medicaid)
- Specialized in identifying client needs, verifying documentation, and processing timely renewals
- Maintained 100% compliance with internal policies by creating and updating applicant documentation and managing database accuracy
- Guided participants through complex federal documentation to maintain eligibility for public assistance
Education
Bachelor's degree - Psychology
Capella University
Onine03-2026
Master's Level Coursework - Mental Health Counseling
Capella University
Online03-2026
Associate Level - Self Development Liberal Studies
Rio Hondo College
Whittier, CA05-2017
Skills
- Document organization
- Case management
- Outlook management
- Medical terminology
- Healthcare documentation
- Office productivity software
- Excel proficiency and spreadsheet management Data analysis and problem-solving
- Task management
- client interaction
- Data analysis
- Microsoft Word proficiency Document formatting and editing Verbal and written communication Customer support and relations
- Mental wellness
- document processing
- Customer engagement
Certification
Billing & Enrollment Specialist
Additional Information
Highly motivated Care Management Associate at Aetna with extensive experience in behavioral health, social support services, and crisis intervention. Looking to transition into high-level member support role, applying a deep understanding of member needs to enhance quality of care and support.
Timeline
Care Management Associate
Aetna, a CVS Health Company
04.2024 - Current
Sr. Service Advocate
Aetna, a CVS Health Company
10.2022 - 04.2024
FMLA Customer Experience Specialist
ComPsych
11.2021 - 12.2022
Call Center Collection Specialist
Check City Corporate Office
01.2020 - 10.2021
Crisis Advocate
SafeNest
06.2018 - 05.2019
Case Manager
Salvation Army Family Services
08.2014 - 02.2015
Eligibility Worker I & II
County of Los Angeles Public Social Services
03.2007 - 03.2012
Bachelor's degree - Psychology
Capella University
Master's Level Coursework - Mental Health Counseling
Capella University
Associate Level - Self Development Liberal Studies
Rio Hondo College