Racquel Staley-Patterson
Lancaster,SC
Summary
Adept at streamlining case management processes, I enhanced client satisfaction and operational efficiency at Carolina Community Actions. Leveraging skills in problem-solving and relationship building, I significantly improved application processing and eligibility determination, demonstrating a commitment to excellence and a results-driven approach. Knowledgeable Case Manager experienced in coordinating care for all individuals. Proactive and resourceful with strong knowledge of community resources. Strong communicator with passion for helping others.
Overview
9
9
years of professional experience
Work History
Academic Case Manager
The Promise Neighborhood
08.2022 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Office Manager/Caseworker
Carolina Community Actions
09.2021 - 09.2022
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Acted as mandatory reporter of abuse.
- Screened potential clients for Liheap federal services.
Eligibility Interviewer
Carolina Community Actions
09.2020 - 09.2021
- Improved application processing efficiency by streamlining the eligibility interview process and utilizing effective time management techniques.
- Assisted clients in understanding their rights, responsibilities, and available resources within the programs they were applying for.
- Maintained a high level of knowledge regarding program regulations, policies, and procedures to ensure accurate determination of eligibility.
- Addressed client concerns in a timely manner, ensuring that any necessary follow-up was completed to maintain high levels of satisfaction.
- Efficiently managed caseloads of varying complexity, prioritizing tasks effectively based on urgency and importance for optimal outcomes.
Various CSR Positions
Kelly Services
05.2017 - 08.2020
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Remote customer service, inbound and outbound calling
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Ensured compliance with federal, state, and local regulations regarding COVID-19 screening procedures and reporting requirements.
- Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols.
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Eligibility Specialist
Department of Human Services ( DSS)
01.2018 - 06.2020
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Established positive relationships with external stakeholders, including other government agencies and non-profit organizations, to facilitate collaboration and enhance service delivery outcomes for clients.
- Utilized advanced analytical skills to interpret complex financial information accurately, ensuring correct benefit calculations for eligible individuals.
- Assisted clients in understanding their rights, responsibilities, and available resources within the programs they were applying for.
Human Resources Manager/Medical Assistant
Consulate Health Care
10.2015 - 09.2018
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Called and faxed pharmacies to submit prescriptions and refills.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
Education
Certificate - Registered Behavior Technician
Autism Partnership Foundation
La Palma, CA06.2024
Certificate - FMACC
Department of Justice
South Carolina ( Sled)01.2024
Certification - CPR/First Aid
American Heart Association
South Carolina08.2023
No Degree - Mental Health Aide First M
Mental Health Aid First Responder Training
Lancaster SC07.2023
Associate of Applied Science - Medical Assisting
Kaplan Career Institute - Boston
Boston, MA04.2009
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Documentation And Reporting
- Relationship Building
- Decision-Making
Timeline
Academic Case Manager
The Promise Neighborhood
08.2022 - Current
Office Manager/Caseworker
Carolina Community Actions
09.2021 - 09.2022
Eligibility Interviewer
Carolina Community Actions
09.2020 - 09.2021
Eligibility Specialist
Department of Human Services ( DSS)
01.2018 - 06.2020
Various CSR Positions
Kelly Services
05.2017 - 08.2020
Human Resources Manager/Medical Assistant
Consulate Health Care
10.2015 - 09.2018
Certificate - Registered Behavior Technician
Autism Partnership Foundation
Certificate - FMACC
Department of Justice
Certification - CPR/First Aid
American Heart Association
No Degree - Mental Health Aide First M
Mental Health Aid First Responder Training
Associate of Applied Science - Medical Assisting
Kaplan Career Institute - Boston
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