Racquel Staley-Patterson
Summary
A Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life. Dedicated Social Worker provides exceptional professional care and implements appropriate interventions. Utilizes variety of resources to identify unique needs and assist vulnerable populations. Adept at establishing strong rapport with individuals from diverse backgrounds.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Remote
Emerge 360
06.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
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.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Monitored clients' progress and tracked client services to provide crisis interventions.
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/CSBG 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.
- Updated case files accurately and promptly after each interaction with clients or changes in circumstances affecting their eligibility status.
- Contributed to team meetings by sharing insights from experience with various cases, fostering ongoing improvement within the department as a whole.
- Expedited the resolution of applicant issues by effectively communicating with both applicants and relevant agencies.
- Enhanced client satisfaction by delivering accurate and timely information during eligibility interviews.
- Demonstrated empathy towards clients facing challenging situations while maintaining professionalism during all interactions.
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.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Assisted clients with accurate eligibility form, application and document completion.
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.
- Devised hiring and recruitment policies for 9-employee company.
Education
Certificate -
AHEC
08.2024
Certificate -
Department of Education
08.2024
Certificate - Registered Behavior Technician
Autism Partnership Foundation
06.2024
Certificate - FMACC
Department of Justice
01.2024
Certification - CPR/First Aid
American Heart Association
08.2023
No Degree - Mental Health Aide First M
Mental Health Aid First Responder Training
07.2023
Associate of Applied Science -
University of Phoenix
Tempe, AZ05-2011
Associate of Applied Science - Medical Assisting
Kaplan Career Institute - Boston
04.2009
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Documentation And Reporting
- Relationship Building
- Decision-Making
- Critical thinking
- Active listening
- Data entry
- Call center experience
- Microsoft Excel
- Payment processing
Timeline
Customer Service Representative Remote
Emerge 360
06.2024 - Current
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 -
Department of Education
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
Certificate -
AHEC
Associate of Applied Science -
University of Phoenix
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