Paulina Porras
Colorado Springs,CO
Summary
Case Manager with La Mente Behavioral Health, skilled in patient advocacy and HIPAA compliance. Expertly developed individualized service plans and coordinated care, achieving successful outcomes for clients. Bilingual communicator with a strong ability to collaborate across disciplines, ensuring comprehensive support for diverse populations.
Overview
6
6
years of professional experience
Work History
Case Manager
La Mente Behavior Health
El Paso, TX
01.2022 - 09.2025
- Conducted client intake assessments and developed individualized service plans based on mental health needs and goals.
- Coordinated care with therapists, medical professionals, and community agencies to provide comprehensive, client-centered support.
- Monitored 20 clients' progression through regular follow-ups, adjusting plans as needed to ensure successful outcomes.
- Linked clients to appropriate resources, including housing, employment assistance, healthcare, and social services.
- Maintained accurate, confidential documentation in compliance with HIPAA, and organizational standards.
- Utilized de-escalation techniques and crisis intervention strategies to support clients during high-stress situations.
- Advocated for clients' needs within the mental health and social service systems.
- Serving a bilingual population (Spanish and English).
Front Desk Agent
Stanton House
El Paso, TX
03.2020 - 02.2023
- Greeted guests in a professional and welcoming manner, providing excellent customer service from check-in to check-out.
- Handled guest reservations, cancellations, and inquiries via phone, email, and in person, using hotel booking software.
- Processed payments, issued room keys, and ensured accurate billing and record-keeping.
- Responded to guest concerns and resolved issues promptly to ensure a positive experience.
- Coordinated with housekeeping and maintenance teams to fulfill guest requests, and ensure room readiness.
- Provided local area information, dining recommendations, and concierge-style support to enhance guests' stays.
- Maintained front desk security, confidentiality, and professionalism at all times.
- Managed daily reports, shift checklists, and end-of-day financial reconciliation.
Education
Masters - Forensics Psychology
Arizona State University
Tempe, AZ05.2024
Bachelors - Psychology
University at Texas at El Paso
El Paso, TX12.2021
Skills
- Active listening
- Empathetic communication
- Patient advocacy
- Confidentiality
- HIPAA compliance
- Case management
- Documentation
- De-escalation techniques
- Cultural competence
- Collaboration
- Interdisciplinary teamwork
- Organization
- Time management
- CPR
- First Aid
- Bilingual communication
Languages
Spanish
Native/ Bilingual
Timeline
Case Manager
La Mente Behavior Health
01.2022 - 09.2025
Front Desk Agent
Stanton House
03.2020 - 02.2023
Masters - Forensics Psychology
Arizona State University
Bachelors - Psychology
University at Texas at El Paso