To provide professional services to a professional organization offering the following expertise and experience below
Overview
19
19
years of professional experience
1
1
Certification
Work History
Facility Manager Mental Health Group Homes
Access Health Systems 3
04.2019 - Current
Responsible for management and supervision of North Carolina State and County mental health facility IDD consumers, substance abuse, and mental health consumers
Administrative relationships with state / federal agencies and organizations to enhance client services. Counseling of consumers, behavioral, substance abuse, AA, meetings.
Consult with doctors and mental health professionals to comply with federal and state-mandated regulations.
Ensure renewal of client services, PCP plan progress and update progress notes. Client Transportation scheduling
Monthly contact with State and County Professional, Medicaid, Vocational Rehabilitation, and State Health Care Systems
Therapeutic note writing, documents for patient notes, for outside State and County Review
Responsible for NC State Inspections of mental health facilities.
Medication dispensed to mental health consumers, Conflict Resolution and Crisis Intervention, scheduling appointments for patients and recertification of medications, and transportation services.
Administrative duties, and training of new employees
Peer support for consumers, scheduling for mental health appointments.
IDD / Patients goal training and documentation for State of North Carolina
Daily and weekly meeting with other outside agencies, such as Carolina Outreach, Carolina Behavioral, and other Non- Profit agencies
Group Home Supervisor - Overnight
Golden Years Group Home
10.2007 - Current
Responsible for management and supervision of NC state and county mental health facility IDD consumers, substance abuse, and mental health consumers
Overnight Supervision of mental health and substance abuse patients.
Therapeutic note documentation.
Conflict resolution between consumers
Medication reviews and ordering of medications
Review and file patient after visit summaries, PCP plans, and other state documents
Overnight contact with medical providers for emergency 911, patient care
Patient check ins and monitoring of patient’s overnight movements
Bilingual Social Service Specialist - Case Worker
City of Raleigh
10.2022 - 07.2023
Responsible for out-reach services and supervision of county mental health consumers and homeless population in downtown Raleigh, North Carolina
Substance abuse, drug prevention, court advocate, sheltering, Intervention and counseling, referrals, housing, training, resume writing
Case work, monthly dead line reports on consumer’s progress to be given to Federal Government for statistical data. Community Events table set ups
Daily meetings and relationships with state and county agencies and other organizations to enhance consumer services.
Bilingual / Spanish speaking support to Latino Community Job Search
Counseling of consumers, behavioral, substance abuse, AA, meetings, liaison for consumers with judicial court cases.
Referrals to North Carolina Access Hub for temporary sheltering for homeless population.
Assist with employment search for consumers Specialist
Conduct client outreach and follow-up with consumers in the community
Meet with consumers regularly to provide one on one counseling & support
Provide linkage to community resources.
Interact with local Social Service Departments and agencies
Maintain and submit monthly case work, report on progress of each consumer
Weekly meetings, Zoom meetings with State and local County Agencies
Weekly Meeting with Raleigh Police Department on Incident Reports
Training community business on Conflict Resolution
Linking consumers to community programs, HIV Programs, Homeless Shelters, Healthcare Clinics, Mental Health Hospitals
Assist in speaking with community members regarding Fentanyl substance abuse prevention, leading job search and computer skill training, consumers seek employment and interviewing skills
Health Care Sales Consultant/ Customer Service
Citrix System Technologies
05.2017 - 10.2017
Corporate Sales Consultant /sales, responsible for selling Citrix software solutions to prospective Health Care organizations in an assigned vertical market.
Worked collaboratively with National Healthcare Organizations to correct software issues for Citrix products called Share File and Right Signature.
Heavy Call Volume 125 calls per day
Assigned quotas via acquisition of new customers -through prospecting, of a sales pipeline, and collaborated with Corporate- CEO’s, Directors, and Administrators.
Responsible for developing a blend of sales opportunities which included both Sales development and self-sourced opportunities booked directly with Client.
Ability to perform product presentations to customers focusing on sales Achieved sales quotas per KPI departmental goals. Heavy outbound and incoming phone calls daily.
Verizon Small Business Sales Consultant @ Infinity Marketing
10.2015 - 04.2017
Verizon Telecommunications- new FIOS Technology-sales and services, Internet sales, Cable TV, Phone Line services for Small Business in the PA, CT, NY, NJ, MA national calling regions.
Outbound and Inbound Sales with efficiency and accuracy on Verizon Products.
Placed Orders obtained via telephone, fax and email. Initiate customer contact and call backs to educate customers on Promotions and new FIOS Technology.
Processed installation appointments for customers, record data, making corrections to resolve billing issues and completing required follow up on trouble tickets. Tech support for internet, digital phone and cable issues.
Continue ongoing call backs and reschedule appointments
Negotiate contracts with Directors, Department Managers, IT Managers and corporate decision makers to assure timely installation of product.
Educated new customers on Verizon Products such as Cloud Services, included in bundle calling plans. Virus, Firewall, Spam Protection, Video Chat, and Customer Service Script used to trouble shoot internet, cable, phone issues for customer base.
Health Care Insurance Agent / Navigator/Customer Service –Bilingual Spanish
Blue Cross Blue Shield of Tennessee
08.2013 - 10.2014
Interpreted federal eligibility requirements and guidelines for the new federal “Affordable Health Care Act” to American citizens.
EOB/ Explanation of benefits, Pharmacy benefits, Medical Plans processed for Gold, Silver and Bronze Plans, Blue Cross Blue Shield Plans
Provided positive and professional customer service to agents, policyholders, doctor offices and review of Claims for reimbursement / Investigated, Claim errors of CPT Codes Or incorrect Diagnostic Codes
Explanation of Benefits regarding health care plans, premiums, incorrect claims, policy issuance center. Copay, and benefit explanation to members
Heavy incoming and outgoing calls, KPI standards
Bilingual Spanish translations when needed, Health Benefits, Pharmacy, Formulary Drug listing, Searching Data Base for Doctors for customers benefits, Authorizations
Reissuance of Pharmacy Cards and Billing explanations, Resolved patient billing issues
Able to work collaboratively across internal departments, and outside federal agencies pertaining to Medicare explanations and plans for senior customers. Health care Plans via Health Care.Gov Market Place
Interview benefit recipients at specified intervals to certify their eligibility for continuing benefits, created records, and evaluated personal and financial data.
Eligibility determination. Consulted with Health Care. Gov call centers to negotiate and advocate in accessing medical health care information and plans for customers
Senior Contract Negotiator / Federal Government Project * Bilingual Spanish
RTI International Research @ CDC/ Center for Disease and Control
04.2012 - 08.2013
Negotiated and obtained (HIPPA) private health care medical records information for Federal Government for national research project.
Bilingual Spanish translation for community clinics in Spanish speaking communities.
Negotiated with, National Healthcare Systems, nationwide, Hospital Administrators, Healthcare Directors, CEOs, Doctors and other healthcare practitioners to obtain national diseases control statistics.
Conducted Phone conferences for national healthcare organizations; explaining federal CDC project and their participation.
Coordinated and certified contracts using established CDC policy criteria for participation and payment. Managed individual caseloads to complete HIPPA confidential Information. Submission of Medical Records for Patients
Assessed eligibility of potential subjects through methods such as screening interviews, review of medical records. Conference calls and daily contact with physicians, nurses, and upper healthcare management teams nationwide. Obtained confidential Medical Diagnostic codes and CPT/ICD Codes for the research project
Customer Service Technical Supervisor
Sprint PCS Telecommunications- @ Xerox
04.2008 - 03.2009
Responsible for training and hiring of new employees and onboarding responsibilities.
Supervised a team of 20 employees.
Initiated resolved escalation when needed for customer services reps.
Monitored team member calls for compliancy.
Measured employee performance /graded with key metrics such as call abandonment, incorrect information given, and call waiting issues.
Managed weekly meetings for team members regarding adherence to policies and attendance, and new policies
Weekly monitoring of customer service representatives voice recordings to give feedback and score KPI guidelines.
Prepare monthly performance reports to upper management on team performance.
Responsible for completing payroll biweekly for employee’s payroll.
Technical support to the team regarding cellular phone issues. of new service, sales and products, promotions and billing, and customer service credit issues
Bilingual Medicaid Specialist II
Durham County Department of Social Services
04.2006 - 10.2006
Established and maintained 800 caseloads for Spanish speaking clients for Federal Medicaid Programs
Eligibility and redetermination of services
Consulted with case workers, mental health professionals, and clients, to approve Medicaid
Calculated eligibility determination of federal services, Processed applications for client services
Network with other community agencies to obtain resources for clients
Interviewed Clients in Spanish and English
Maintained confidentiality of records related to client’s services and treatment
Managed administrative federal/state guidelines for compliance and usage of county
Computer applications to I-Verify client identities, County/Federal
Education
Medicaid and Wellness
Kaplan University
01.2016
Skills
Bilingual Spanish Medicaid Specialist II Customer Service & Sales
BCBS Health Care Bilingual Agent Patient Advocacy Medical Review
Community Recruiter Educational Program Health Care Technology Consultant
PBS Television Marketing Sales Supervisor Sprint Customer Service Supervisor
Bilingual Spanish Proficiency Mental Health Facility Manager
Peer Support Advocate Federal Eligibility Determination
Contract Negotiations Medical Research
Crisis Intervention Customer Service Sale Trainer
Certification
Citrix Technologies-Health Care Consultant Product Software – Training Certificate
North Carolina State Medication – License- Certification Mental Health Registry
Blue Cross Blue Shield of Tennessee “Affordable Health Care Act” Certificates and Training
George Washington University Healthcare Certificates/Patient Advocate Medical Review Board
Mental Health Case Worker Certificates and Training
North Carolina State License Medicaid/Health Wellness License State Certified“Affordable
Peer Support – North Carolina State Certification 2021
Affordable Health Care Navigator Federal Training Certificates
Durham County Department of Social Services Medicaid Policy - Training Certificate
COMPUTER KNOWLEDGE
Microsoft Outlook, Excel, Sprint PCS Software, Blue Cross Blue Systems, Federal Health Care.Gov System, Durham County Federal Medicaid Systems, Verizon Technical Software, Time Warner Cable Digital, Internet, Cable Software Applications, SAS Applications, Citrix Health Care Systems Computer Software Applications, and other general software applications.
Pre Encounter Representative III at Queen's Health Systems (Queen's Access Center)Pre Encounter Representative III at Queen's Health Systems (Queen's Access Center)