Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rashel Montero

Bronx

Summary

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Overview

7
7
years of professional experience

Work History

Health Home Care Manager

Argus Community
04.2023 - Current
  • Obtains required Care Management enrollment consents from the individual or legal guardian.
  • Completes initial and ongoing needs assessments (Child and Adolescent Needs and Strengths (CANS) to determine the individual’s most appropriate level of care management.
  • Responsible for the overall management of the patient’s individualized Plan of Care. Through the creation of an individual Plan of Care the Care Manager is able to:
  • A. Coordinate the enrollee’s provision of services as per their acuity level;
  • B. Support adherence to treatment recommendations; and
  • C. Monitor and evaluate a patient’s needs, including prevention, wellness, medical, mental health, care transitions, and social and community services where appropriate.
  • Care Managers serving children will be required to have some face-face visits on a consistent schedule as per the mandates of their acuity level (high, medium, or low).
  • Meets Care Management documentation requirements in a timely and accurate manner by effectively utilizing designated Care Management Portal (Medicaid Analytics Performance Portal (MAPP) and Electronic Health Records (EHRs) as needed.
  • Functions as an advocate for clients within the agency and external service providers
  • Promotes wellness and prevention by linking enrollees with resources and services based on their individual needs and preferences.
  • Educates the child/caregiver on care of chronic conditions, immunization, screening and other preventive interventions.
  • Helps clients to obtain and maintain public benefits necessary to gain health care services, including Medicaid, Temporary Assistance for Needy Families (TANF), Social Security, housing, legal services, employment and training supports, and others.
  • Effectively communicates and shares information with the individual and their families and other caregivers with appropriate consideration for language, literacy and cultural preferences.
  • Conducts care planning meetings/conferences and serves as an interdisciplinary team member to effectively provide/coordinate comprehensive and holistic care.
  • Identifies available community-based resources and actively manages appropriate referrals, access, engagement, follow-up and coordination of services.
  • In the event of hospital admissions, actively engages in the discharge planning process ensuring that the patient has all recommended post discharge services in place prior to discharge.
  • Attends and participates in ongoing staff development training to enhance skills needed to effectively meet the demands of the Care Manager position.
  • Ensure that the child has periodic evaluations and follow up treatment for dental, vision and hearing care, following Medicaid EPSDT guidelines.
  • Any additional activities requested by the President/CEO, Deputy Executive Director, and Oversight Staff.

Senior Case Manager

Institute Community Living
07.2022 - 04.2023
  • Participates in orientation of new residents by explaining the types of clinical services, recreational activities, and ICL programs that are available to residents.
  • Obtains and documents or files assessment information, such as medical, psychological, and social factors contributing to the resident's situation as well as information about the residents strengths, needs, abilities and preferences.
  • Collaborates with residents to utilize assessment information to complete and maintain resident service plans, offering an Integrated Healthcare approach to services and ensuring that plans include consideration of the residents’ cultural and ethnic background, customs, needs, beliefs and preferred language.
  • Instructs the resident in daily living skills, socialization skill enhancement and conflict resolution.
  • Provides supportive counseling in 1:1 or group formats that assist residents’ with modifying attitudes and behaviors as needed, by increasing understanding of self and others and by addressing service needs, strengths, abilities and environmental resources to attain goals.
  • Obtains and develops resource information for residents in all aspects of their care; disseminates this information to residents in a manner that is clear and understandable.
  • Facilitates individualized services to the resident that meet the diverse needs of the resident and focus on the discharge-planning goal.
  • Performs crisis assessment and nonverbal and verbal crisis intervention.
  • Meet at least weekly with residents to follow-up on service plan goals and objectives.
  • Refers residents to community resources and other organizations; accompanies residents on regularly scheduled or emergency visits to medical treatment facilities, social agencies, government offices, or other locations associated with the treatment or assistance of the resident.
  • Provide residents on both a group and an individual basis with transportation for housing placement, service appointments, recreational, or other service plan related purposes as appropriate
  • Plans, escorts, and/or arranges social or recreational activities for and with residents.
  • Advocates on behalf of residents with outside service providers and within ICL.
  • Assists residents in finding and getting into vocational training or other training opportunities, and works with other team members (e.g. Substance Abuse Specialist) in addressing the needs of residents.
  • Accompanies residents to appointments as needed.
  • Gives support & advice to significant others of the residents and Transitional Veterans Residence staff.
  • Mediates conflicts between residents, negotiating ground rules for relationships.
  • Participates in substance abuse services with the substance abuse counselor/specialist to ensure that residents have necessary transportation and escort to substance abuse appointments and participation.
  • Performs regular inspections of the residents’ living areas to ensure the safety of the residents, accountability of ICL property, and cleanliness of such areas.
  • Immediately reports serious incidents, serious incident allegations, incidents, or sensitive situations to supervisors; completes incident reports in accordance with ICL policy; accounts for residents and files missing person reports on residents not accounted for in accordance with ICL policy and procedure.
  • Conducts quarterly reviews of the service-plans, assessment information, medical records, and changes in care. and follows-up to determine quantity and quality service provided.
  • Review length-of-stay profile with supervisor and address barriers to getting and/or keeping employment and housing and participate in weekly length-of-stay reviews.
  • Assists in the orientation of new personnel when requested.
  • Maintains up-to-date, accurate individual paper and electronic case records on each assigned resident.
  • Complies with attendance and timekeeping rules and reports reliably and regularly to work on an on-going basis.
  • Attends regularly scheduled clinical meetings, staff meetings and supervision as well as in-service training and development activities.
  • Reviews the staff communications log and makes entries concerning essential elements of information designated by program management.
  • Executes emergency plans as outlined in the policy and procedure manual; administers CPR or first aid to staff or residents who require such services.
  • Obtains and maintains certification as an OD Responder from NYS Opioid Overdose Prevention Program (NYSOOPP) staff.
  • May have on-call responsibilities.
  • Performs other job-related duties that may be assigned.

Case Planner

Lower East Side Family Union
11.2020 - 06.2022
  • Assist with counseling and case management services for clients and crisis intervention;
  • Make visits as required in the community (school, hospital) to assist and support the family as required.
  • Documents timely and accurate progress notes and client records. Document progress/obstacles in meeting service plan goals;
  • Establishes an atmosphere conducive to facilitating an FTC that is strength-based, solution-focused, and engages all stakeholders in a participatory process to assist in reaching consensus;
  • Ensure timely documentation of FTC summary report in CNNX to be contemporaneous with the time conference was held;
  • Attend/conducts agency sponsored meetings, supervisory sessions, trainings/workshops and Family Team Conferences as requested;
  • Assist with statistical data regarding services to clients; provide vignettes, client summaries or other report information as needed;
  • Foster the preservation of family relationships through counseling and engagement of the family members;
  • Help clients identify resources in their respective neighborhoods; make home/field visits and assess safety;
  • Perform all other duties and responsibilities as assigned by Team Supervisor or member of the Supervisory Council;
  • Participate in biweekly Clinical Diagnostic Team Meeting

Customer Services Representative

MCA Customer Solution
05.2018 - 09.2020
  • Manage Large amounts of inbound and outbound calls in a timely manner
  • Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives
  • Maintain customer satisfaction rating based on explicit criteria set forth by the company
  • Arrange appointment with health care providers
  • Effectively document interactions and customer information in our database; conduct follow-ups as necessary
  • Attend any mandatory training
  • Transfer telephone call to appropriate staff as calls are answered

Education

Master of Science - Criminal Justice

Grand Canyon University
Phoenix, AZ
06-2026

Bachelor degree - Criminal Justice Management, Minor in Public Administration

John Jay College of Criminal Justice
New York
06.2023

Associates degree - Criminal Justice

Borough of Manhattan Community College
New York
06.2021

High School -

East Bronx Academy For The Future
The Bronx, NY
06.2019

Skills

  • Data analysis
  • Crisis intervention
  • Assessment techniques
  • Case management
  • Customer service
  • Effective communication
  • Community outreach
  • Team collaboration
  • Follow-up skills
  • Opening and closing accounts
  • Prioritization
  • Retail sales customer service
  • Relationship building
  • Reading comprehension
  • Training development aptitude
  • Customer relations
  • Email management
  • Decision-making

Languages

Fluent in Spanish and English

Timeline

Health Home Care Manager

Argus Community
04.2023 - Current

Senior Case Manager

Institute Community Living
07.2022 - 04.2023

Case Planner

Lower East Side Family Union
11.2020 - 06.2022

Customer Services Representative

MCA Customer Solution
05.2018 - 09.2020

Master of Science - Criminal Justice

Grand Canyon University

Bachelor degree - Criminal Justice Management, Minor in Public Administration

John Jay College of Criminal Justice

Associates degree - Criminal Justice

Borough of Manhattan Community College

High School -

East Bronx Academy For The Future

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