Raylena Hayes
Bellefontaine,OH
Summary
My resume showcases my experience and skills in various fields, including customer service , and data analysis. I am a highly motivated and dedicated individual who is always eager to learn and take on new challenges. With my strong communication and organizational skills, I am confident in my ability to excel in any role and contribute to the success of any team.
Caring Social Worker offering case management expertise quickly building trust and rapport with clients from diverse cultures. Highly adept at case planning and diagnosis management. Committed to achieving high-quality, cost-effective care for patients and families.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Case Worker
Job And Family Services
Bellefontaine, Ohio
01.2025 - Current
- Assessed client needs through interviews and home visits.
- Developed service plans to address individual client situations.
- Coordinated resources with community partners for client assistance.
- Entered and updated consumer information to ensure accurate data management.
- Monitored case progress and adjusted plans as necessary.
- Documented case notes and maintained accurate records in systems.
- Advocated for clients' rights and access to services and benefits.
Check Fraud Specialist
JPMorgan Chase & Co
Columbus, OH
03.2022 - Current
- My beginning postion i held was a Money movement specialist in the fraud department, product specialist assist in were debit , wire, and quick pay transactions , follow up with clients to verify transactions, block accounts as needed due to fraudulent activity.
- Advanced to the check fraud department as a fraud specialist , process checks/ funds going out of customers accounts. verify checks are not altered , fraud, or counterfeit.
- Team Representative for Department Morale Team , plan fun events and activities for the dept , encourage positive and uplifting attitudes , team building activities and more.
- Led the Morale team, organizing team-building events and catering to enhance employee engagement and reduce workplace stress.
- Analyzed fraud detection reports to identify suspicious transactions.
- Educated clients on fraud prevention techniques and security measures.
- Monitored transaction systems for anomalies and unauthorized access attempts.
- Investigated customer disputes related to fraudulent charges and claims.
- Coordinated with internal teams to enhance fraud detection processes.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
Adjudicator Unemployment (Contract Assignment)
Ohio Department of Job and Family Services
Columbus, OH
09.2020 - 01.2021
- Data Entry on updates spreadsheets , adjudicate claims for unemployment, mail out correspondences daily , Microsoft teams, Microsoft office, excel spreadsheet updates daily, research and documentation.
- Reviewed and evaluated claims for unemployment benefits eligibility.
- Ensured accurate record-keeping in case management systems for tracking claims.
- Reviewed and analyzed legal documents, such as pleadings, motions, affidavits, orders and opinions to determine the facts of a case.
Case Manager
Viaquest Behavioral Health
Columbus, OH
04.2020 - 09.2020
- Daily one on one visits with clients who had diagnoses of anxiety, depression. Worked one on one with clients to come up with a care plan that is best for their needs to help the clients cope in a healthy and more effective way.
- Update my team on progress weekly , daily documentation, cold calling , warm calling , scheduled appointments depending on the case.
- Weekly visits with all clients one in one in a comfortable atmosphere . Helped clients set goals of their personal needs and Would create care plans that was suitable for each client and discuss the plan and time frame.
- Each week when meeting with clients , I would work with them one on one on specific goals and encourage them to work on them and would also assist and give healthy ways to help clients cope with hard times and how to use healthy ways to help deal with this situations.
- Assist clients with setting budgets and healthy eating options along with many other task.
- Monthly updates with clients team from all organizations clients are connected to , discuss care plan and progress and take all feedback from all parties and implement strategies as needed to help clients reach their goals.
Sr. Member Service Representative
Honda Federal Credit Union
Marysville, OH
08.2018 - 04.2020
- Daily intake of inbound calls assisting members with daily account activity , troubleshoot a variety of services such as process and record routine transactions, open and close accounts, process loan applications, assist members with disputes, along with providing great customer service at all times.
- Assisted members with account inquiries and transactions at Honda Federal Credit Union.
- Educated members on financial products and services tailored to their needs.
- Processed loan applications efficiently while adhering to compliance guidelines.
- Resolved member complaints and concerns promptly, ensuring satisfaction and trust.
- Collaborated with team members to improve service delivery and workflow efficiency.
- Trained new staff on customer service protocols and credit union operations.
- Supported marketing initiatives by promoting special offers and membership benefits.
- Answered incoming calls promptly and professionally.
- Provided guidance on the use of ATMs for cash withdrawals and deposits.
- Resolved complex member inquiries and escalated issues as appropriate.
- Provided excellent customer service to members, both in person and over the phone.
- Processed deposits, withdrawals, loan payments, transfers and other transactions accurately.
- Educated members on how to use digital banking platforms such as mobile apps and online banking.
- Reviewed applications for loans or other financial assistance programs.
- Participated in community outreach events to promote the credit union's services.
- Trained new employees on job duties related to Member Service Representative position.
- Advised members on the best banking options available to meet their individual needs.
- Handled escalated calls from customers requiring additional attention or assistance.
- Identified areas of improvement within departmental processes.
- Assisted members with account opening and maintenance activities.
- Maintained accurate records of all transactions and interactions with members.
- Performed research on member requests using various online databases.
- Answered member questions about products and services.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
Dual Health Specialist (Medicaid /Medicare)
Equity Staffing Group( United Health Care)
Columbus, OH
10.2017 - 05.2018
- Daily outbound cold calling to members, assist with scheduling transportation to and from appointments, assist with finding community resources.
- Update spread sheets after contact , assist customers coming off of medical Leave searching for jobs or resources to help with finances.
- Update spread sheets and nurse manager assigned to member on progress or any needs that may need to be addressed.
- Follow up with members on a their goals and progress , assist in any way possible to help decrease any stress possible and to help members find a primary doctor or specialist to help prevent medical needs.
Patient Navigator
CareSource
Dayton, OH
05.2012 - 10.2017
- Travel 95% of the job for one on one visits , assist with community resources , scheduling transportation, assist with food pantries, assist with finding and establishing a family doctor or specialist.
- Educate member on all benefits available to members , create care plans for members , assist member with finding resources with work or other needs to help eliminate financial stress and worry.
- Participated in many events assisting members that were incarcerated and soon to released from prison , i would attend these events to assist inmates to be set up with a primary care doctor and to explain all benefits that are available to them through there insurance.
- I helped members set goals and achieve them in a timely manner , i would follow up with members every 3 months on their progress.
- Mailing materials , scheduling visits every 3 months to stay compliant , large case load (largest case Load 410, lowest is 200), Covered 10 counties in my area.
- Assist member with filling out applications , assist to doctor appointments as needed , follow up with members nurse case managers that were assigned to update on any progress or changes.
- Coordinated patient care plans with medical providers and support teams.
- Assisted patients in navigating healthcare systems and accessing services.
- Educated patients on available resources and health insurance options.
- Facilitated communication between patients and healthcare professionals.
- Monitored patient progress and addressed barriers to care.
- Collaborated with community organizations to enhance patient support services.
- Provided emotional support to patients during treatment processes.
- Maintained accurate records of patient interactions and outcomes in electronic health record systems.
- Collaborated with medical professionals to ensure timely access to appropriate services.
- Coordinated appropriate educational material for patients, families and medical staff to accomplish best possible patient care outcomes.
- Developed appropriate community resources such as mental health services, substance abuse, treatment and housing.
- Helped coordinate transportation arrangements for those without reliable means of getting around.
- Compiled reports on patient navigation activities for management review.
- Acted as an advocate for vulnerable populations who may have difficulty accessing needed services.
- Educated patients and family members on their diagnosis and treatment plans.
- Contacted patients to provide appointment reminders.
- Maintained professional relationships with healthcare providers.
- Provided assistance to patients and families with navigating the health care system.
Education
Associate of Arts - Business Management
Columbus State Community College
Columbus, OH 09.2025 - 07.2025
High school diploma - General Studies
Central State high school
Columbus, OH06.1999
Skills
- Case Management
- Microsoft Word
- Customer service
- Software troubleshooting
- Answering calls
- Call Center
- High call volume
- DocuSign
- Troubleshooting
- Typing
- Microsoft Office
- Intake assessments
- Banking
- Office experience
- Interviewing
- Social work
- Data Entry
- Document review
- Phone etiquette
- Event planning
- Databases
- Fraud prevention and detection
- Individual / Group Counseling
- Client advocacy
- Case management
- Microsoft Excel
- Behavioral assessment
- Client interaction
- Motivational interviewing
- Client engagement
- Assessment skills
- Self-awareness
- Teamwork
Certification
- First Aid Certification, 04/14 to Present
- CPR Certification, 04/14 to Present
- Harold P. Freeman Patient Navigation Institute Certification, 04/14 to Present
Awards
- Employee of the month, 11/23
- Team spotlight, 05/23
- Special recognition, 11/23
- Team Player, 09/22
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Associate of Arts - Business Management
Columbus State Community College
09.2025 - 07.2025
Case Worker
Job And Family Services
01.2025 - Current
Check Fraud Specialist
JPMorgan Chase & Co
03.2022 - Current
Adjudicator Unemployment (Contract Assignment)
Ohio Department of Job and Family Services
09.2020 - 01.2021
Case Manager
Viaquest Behavioral Health
04.2020 - 09.2020
Sr. Member Service Representative
Honda Federal Credit Union
08.2018 - 04.2020
Dual Health Specialist (Medicaid /Medicare)
Equity Staffing Group( United Health Care)
10.2017 - 05.2018
Patient Navigator
CareSource
05.2012 - 10.2017
High school diploma - General Studies
Central State high school