Paola Marquez
Case Manager
Houston,TX
Summary
Results-driven leader skilled in researching legal case information and preparing necessary correspondence with strong understanding of legal/medical terminology and processes. Adept in maintaining confidential records and client information. Exceptional extensive experience in Social Security case management, medical review, and customer relations. Pleasantly assist attorneys in preparing for trials and other legal proceedings that require documenting critical information within time-sensitive environment.
Overview
11
11
years of professional experience
8
8
Case Management
6
6
Leadership
2
2
Languages
Work History
Intake Case Manager
Mindset
01.2023 - 07.2024
- Three month extended contract position.
- Accepted or rejected potential clients based on their eligibility for Social Security Disability benefits.
- Improved client intake efficiency by streamlining data collection and documentation processes.
- Increased successful case resolutions by conducting thorough assessments and identifying appropriate resources for clients.
- Managed approximately 40-80 calls per day to obtain as many clients as possible.
- Boosted client satisfaction rates through timely follow-ups and consistent communication as well as education regarding case progress and processes.
- Managed time efficiently in order to complete and submit applications and supporting documents within deadlines.
Pension Administrator
Pyramid Consulting Inc
07.2022 - 12.2022
- Temporary position for AON through Pyramid Consulting Agency.
- Improved office operations by automating client correspondence, record tracking, and data communications.
- Enhanced client satisfaction with timely and accurate pension calculations and disbursements.
- Resolved participant issues promptly, maintaining a high level of customer satisfaction and fostering trust in the pension program.
- Managed over 30 emails daily.
- Provided expert guidance to clients regarding various aspects of their pension plans, including investment options, tax implications, and benefit distribution methods.
SSI/ SSDI Hearings Supervisor
CrestSSD
01.2019 - 07.2022
- Monitored program performance and outcomes for successful delivery of services.
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency, and reduced costs.
- Contributed to a higher success rate of case approvals through diligent management and thorough documentation.
- Assisted clients in navigating public benefits to gain access to valuable resources.
- Assisted with different settlement dockets such as Transvaginal Pelvic Mesh lawsuits and 3M earplug lawsuits.
- Reduced caseload backlog by implementing efficient case review strategies that expedited resolution timelines.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
SSI/SSDI Hearings Case Manager
MedData
01.2015 - 01.2019
- Screened potential claimants to determine eligibility for Medicaid and Social Security Disability.
- Managed hearing calendar for 80+ claimants.
- Managed high caseloads effectively, ensuring all hearing claims were processed promptly and accurately.
- Enhanced accuracy in medical record reviews by meticulously analyzing patient data and documentation.
- Supported legal teams by documenting key information to win hearing cases.
- Supported clients to obtain intricate evidence in support of clients claims.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Maintained detailed and organized records of daily work, allowing for easy reference and collaboration with colleagues as needed.
- Improved client satisfaction by effectively managing hearing caseloads.
Medical Receptionist
The Woodlands Endoscopy Center
03.2014 - 06.2015
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Managed 20+ patient profiles daily.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
Customer Service Call Center Supervisor
APAC Customer Services
02.2013 - 03.2014
- Coached and mentored 20+ agents for increased performance, resulting in higher customer service ratings.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Developed comprehensive training materials for new hires, ensuring a smooth onboarding process.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
Education
High School Diploma -
Media Arts Academy
Hawthorne06.2009
Skills
- Bilingual
- Computer & Software literacy
- Verbal & Written Communication
- Time Management
- Interpersonal Skills
- Teamwork & Collaboration
- Medical Review
- Supervision and leadership
- Case Management
- Strong Organization
Accomplishments
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Identified plans and resources required to meet project goals and objectives.
- Developed and initiated projects, managed, and monitored performance.
Certification
- All lines Adjusters License (Texas & Florida) - 02/2023-10/25
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office
Google Suite
Interests
Case Management
Leadership
Legal Assistance
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Affiliations
- Social Security
Timeline
Intake Case Manager
Mindset
01.2023 - 07.2024
Pension Administrator
Pyramid Consulting Inc
07.2022 - 12.2022
SSI/ SSDI Hearings Supervisor
CrestSSD
01.2019 - 07.2022
SSI/SSDI Hearings Case Manager
MedData
01.2015 - 01.2019
Medical Receptionist
The Woodlands Endoscopy Center
03.2014 - 06.2015
Customer Service Call Center Supervisor
APAC Customer Services
02.2013 - 03.2014
High School Diploma -
Media Arts Academy
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