Summary
Overview
Work History
Education
Skills
Timeline
Generic

Normica Bland

Louisville,KY

Summary

Case manager with 3 years of functional case management leadership experience. Enacts strong and collaborative approach across care continuum and manages workflow to support dynamic teams. Spearheads operational effectiveness and efficiencies to develop quality improvement activities and achieve financial goals. Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience

Work History

Case Management Manager

Mckesson
07.2017 - 01.2022
  • Reviewed case progress notes and uploaded to contract database.
  • Maintained daily roster with status of assigned cases to direct appropriate case progress.
  • Collaborated with multidisciplinary teams to facilitate client care and reduce case management barriers.
  • Structured standardized case management processes to comply with regulatory agency statutes and standards.
  • Created care plans that addressed clinical and financial challenges, family requirements and facilitated patient quality of life.
  • Managed and monitored program activities and evaluated quality for improvement recommendations.
  • Reviewed and developed intake and discharge planning strategies to encourage client engagement and retention.
  • Fostered professional networks and relationships with service and resource providers to promote continuity and quality of care for clients.
  • Leveraged case management tools and conflict management techniques to help interdisciplinary teams achieve optimal outcomes.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Provided leadership, guidance and support to staff members.
  • Participated in community events to promote services and engage with public.
  • Researched best practices and developed strategies to improve program outcomes.

CSR

RxCrossroads By McKesson
07.2017 - 03.2019
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Tracked customer service cases and updated service software with customer information.
  • Updated account information to maintain customer records.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Trained staff on operating procedures and company services.

Banquet Server

Penndennis Club
04.2015 - 06.2017
  • Set up banquet tables and chairs based on event requirements.
  • Carried out professional service, retaining polite and friendly approach at all times.
  • Provided friendly, courteous service to create memorable moments for guests.
  • Arranged linens and table settings according to seating plan and event theme.
  • Served appetizers, delivered entrees, and refilled beverages for banquet guests.
  • Performed opening and closing duties for banquet hall, following checklist to restock supplies and clean up all service areas.
  • Maintained flexible work schedule to meet event needs.
  • Worked with banquet manager to coordinate event set up and schedule.
  • Responded to guest inquiries and requests promptly and courteously.
  • Maintained event cleanliness during service by promptly clearing dishes after each course.
  • Adhered to all health and safety regulations while serving food and beverages.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Handled food and beverage orders for up to {16] guests, delivering prompt and friendly service.
  • Answered guest questions about event plans and food service choices.
  • Adjusted service based on customer requests and kitchen readiness.
  • Refilled beverage glasses, cleared and reset tables, and stocked service areas.
  • Served meals to customers according to established guidelines.
  • Maintained clean and safe work environment.
  • Arranged food, utensils and condiments on trays to serve meals with necessary items.
  • Inspected dishes and utensils for cleanliness.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Replenished condiments and other supplies at tables and service bars.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Assisted customers in selecting menu items, answering questions and providing general information.
  • Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
  • Assessed meal preparation to check creation of special orders and cooking procedures.
  • Processed customer payments to accurately record transactions.
  • Kept register accurate through correct billing, payment processing, and cash management practices.

Education

GED -

Jefferson Technical College
Louisville, KY
05.2006

Skills

  • Care Coordination with MD, pharmacy & patients
  • Prior Authorization
  • Discharge Planning/
  • typing, faxing
  • Patient financial assistance
  • insurances
  • Knowledge of medical acronyms

Timeline

Case Management Manager

Mckesson
07.2017 - 01.2022

CSR

RxCrossroads By McKesson
07.2017 - 03.2019

Banquet Server

Penndennis Club
04.2015 - 06.2017

GED -

Jefferson Technical College

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Normica Bland