Robyn Murray
Senior DLS Case Manager
Las Vegas,NV
Summary
Compassionate Case Manager experienced in FMLA and state disability leave laws . Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities. 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Disability and Leave Services Senior Case Manager
Amazon
Las Vegas, NV
04.2020 - Current
- Having knowledge about different state leave/FMLA regulations
- Working LOA cases holistically which may require deep dives. Expectations are to review any and all documents on the case sand bring up to date.
- Collaborating with the clinical team, workers compensation, escalation team, accommodation team, site HR, pay teams, and resolver groups as needed.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Worked a flexed schedule to work weekends as a point of contact for new hires and temps to answer questions regarding DLS processes and to help facilitate their needs
- On weekends, worked as acting manager in absence of the normal weekend manager. This entailed dispatching assignments for everyone the night before, sending email with work expectations for that day, monitoring work progress, answering questions in group chat, keeping track of attendance, running progress reports of completed tasks, sending end of day emails to all managers including operational manager with summary of work day.
- Being a SME and providing trainings both within and outside of the Training Ambassador Program and additional resources for the team, tracking case completion throughout the day, collaborating with my team aid.
- Participating in weekly meetings with other seniors and managers to review process, leave changes or to evaluate new ideas on streamlining processes.
- Participated in hiring process via phone screens, interview loops, providing feedback for debrief
- Managing two teams for two separate projects. Keeping track of performance, attendance, handling contract terminations and extensions.
Disability Specialist
Human Arc
Lansing, MI
03.2018 - 04.2020
- Handled case management
- Facilitated appointments, referrals, and hand-offs to federal and state agencies
- Provided resources and materials to clients, enabling them to apply and receive social security disability services
- Working with them to complete paperwork and gather any other documentation necessary
- Interacted with federal agencies and private institutions to determine what services customers would receive
- This meant making regular phone calls, checking the status of applications for customers and providing them with updates as needed
- Worked cases on a task basis
- Handled a caseload of about 300 customers
- Handed off to the appeals team when customers wanted to appeal their decisions.
Insurance Agent
Bankers Life
Okemos, MI
10.2017 - 01.2018
- Prospected for potential clients to make appointments by phone, mail, and door
- Sold a variety of products catering primarily to seniors and retirees ranging from life insurance to annuities.
AT&T Distributor
Lansing, MI
08.2017 - 09.2017
- Learned product information on AT&T U-Verse, DIRECTV, home phone and internet packages
- Participated in a manager training program and learned selling strategies
- Went door to door and pitched to potential customers, presented to and closed them
- Went on to the call center to place orders and followed up with customers after the call center and before and after install.
Intern
Allen Neighborhood Center
Lansing, MI
05.2017 - 08.2017
- Exchange: put together weekly Veggie Box, updated weekly newsletter, documented sales of fruits and veggies and their producers and sign-ups for Veggie Box, created Excel spreadsheets, run credit card sales and document them, ran SNAP benefit sales and document, created labels on Avery, ran pickup table for Veggie Box and kept track of sign-ins
- Outreach: Worked front desk, signed clients up for Ingham Health Plan, Medicare, Food Stamps, Affordable Care Act, made appointments and call transfers, researched emergency housing and food services for clients and homeless and connected people with criminal records to volunteering/job services, updated the weekly newsletter, worked the Outreach table at weekly farmers market and distributed relevant fliers, found speakers for the Outreach table months in advance.
Level II Crew Lead
MSU QSRs
East Lansing, MI
08.2014 - 06.2017
- Trained level I workers, delegated tasks, multi-tasked and prioritized workload, oversaw crew members, kept track of restaurant paperwork, learned opening through closing of restaurants, took orders, prepared food, worked cash register and other odd jobs.
Education
Bachelor of Science - Interdisciplinary Studies, Social Sciences, Human Capital and Society and Cognate, Psychology
Michigan State University
East Lansing, MI 08.2014 - 05.2017
Skills
Documentation proficiency
Case management
Needs assessment
Interviewing skills
Written and verbal communication
Staff Management
Microsoft Office, Outlook, Adobe Creative Cloud, AutoCAD, SketchUP, Shaderlight, MailChimp, Avery, Social media
Research, Public Speaking, Teamwork, Teaching, Customer Service, Event Planning, Social Networking, Time management, Organization, Problem Solving
Timeline
Disability and Leave Services Senior Case Manager
Amazon
04.2020 - Current
Disability Specialist
Human Arc
03.2018 - 04.2020
Insurance Agent
Bankers Life
10.2017 - 01.2018
AT&T Distributor
08.2017 - 09.2017
Intern
Allen Neighborhood Center
05.2017 - 08.2017
Bachelor of Science - Interdisciplinary Studies, Social Sciences, Human Capital and Society and Cognate, Psychology
Michigan State University
08.2014 - 05.2017
Level II Crew Lead
MSU QSRs
08.2014 - 06.2017