Sarah Cornell
Spokane,WA
Summary
Skilled Case Manager experienced in coordinating care for Youth individuals. Proactive and resourceful professional makes appropriate decisions for high-quality and cost-effective care. Careful provider of preventive and proactive care for fragile patients. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
18
18
years of professional experience
Work History
Case Manager Aide
Adult Protective Services
Spokane, WA
12.2022 - Current
- Collaborated with other social service agencies to ensure continuity of care for clients.
- Assisted with filing paperwork associated with client cases.
- Developed and implemented case management plans to ensure client needs were met.
- Translated complex information into easily understandable terms for clients who are non-native English speakers.
- Provided assistance with completing forms or applications related to benefit programs or housing subsidies.
- Facilitated weekly group sessions focused on goal setting, problem solving, and life skills development.
- Monitored compliance with court orders or other legal requirements.
- Scheduled appointments and arranged transportation for clients to attend meetings or receive services.
- Participated in outreach events aimed at connecting individuals in need of services with available resources.
- Maintained accurate records of client interactions and services provided.
- Drafted letters, reports, and other documents for the case manager's review.
- Adhered strictly to all relevant confidentiality laws when handling sensitive information about a client's personal circumstances.
- Collaborated with other departments within the organization to coordinate services for clients.
- Attended staff meetings and participated in team building activities.
- Assisted with data entry into agency systems as needed.
- Conducted research on community resources to identify potential referrals for clients.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Made referrals to utilize community resources for resident's needs.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Maintained accurate records and documented client data in company databases.
- Collaborated with social workers to support patients.
Customer Service Specialist
DSHS Home and Community Services
Spokane, WA
11.2021 - Current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Explained benefits, features and recommendations to maximize client retention.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Developed strong customer relationships to encourage repeat business.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Case Manager/Caregiver, Special Needs
Consumer Direct/DDA
Spokane, WA
10.2020 - Current
- Completed weekly and monthly reports summarizing activities.
- Developed appropriate care plans for at-risk individuals and high-risk families.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Monitored and evaluated delivery of services to clients to maintain quality care.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Maintained up-to-date case records with case activity status.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Assisted individuals with eligibility for available benefits.
- Encouraged clients to articulate expectations and goals for successful rehabilitation.
- Educated clients in navigating complex health care systems to prevent uncertainty and discontinuities of health care.
- Reviewed treatment plans against individual goals and healthcare standards.
Paraprofessional
Central Valley School District
Spokane Valley, WA
12.2013 - 11.2021
- Applied positive reinforcement to redirect negative behaviors.
- Supplied one-on-one attention to each student during group activities.
- Offered students personalized educational, behavioral and emotional support.
- Communicated and collaborated well with educators from various grade levels.
- Observed students to help teachers identify potential learning blocks and opportunities for support.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators.
- Communicated confidential details about student behavior and performance with parents and authorized parties.
- Prepared instructional materials for specific classroom activities tailored to support student needs.
- Organized student performance and enrichment activities to facilitate learning.
- Utilized various instructional approaches to increase student participation and assess learning styles.
- Served as classroom aide to teachers and worked one-on-one with special needs students age 10 to 16.
- Evaluated individual student needs and assessed academic and social situations to address challenges and goals.
- Maintained focused, inclusive and supportive learning environments.
- Complied with instructor-developed IEPs and made informed recommendations for adjustments.
- Monitored students in class, hallways and cafeteria to enforce school rules.
- Prepared lesson materials and visual aids to reinforce lesson concepts.
- Promoted compliance with Washington, IEP standards in both curriculum development and classroom operations.
- Monitored students' progress in skill and personal behavioral development and reported on findings to teachers and parents.
- Managed distracting or inappropriate classroom behavior by de-escalating the student.
- Prepared visual aids, equipment and classroom displays to foster learning.
- Liaised with team of professionals to implement comprehensive educational action plans for special needs and at-risk students.
- Kept over 10 students safe in classroom and outside environments.
- Adapted teaching methods and materials to meet students' varying needs and interests.
- Planned and led activities to develop students' physical, emotional and social growth.
Public Benefits Specialist
Department of Social and Health Services
Spokane , WA
06.2006 - 06.2012
- Maintained friendly front-line coverage by greeting and assisting walk-in customers, promoting good first impressions with clients.
- Established strong and positive working relationships within organization to contribute to team success.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Interview clients for State Assistance and Medical Applications.
- Conduct yearly and mid yearly reviews on client's assistance.
- Work my DMS in Barcode.
- Answer phone calls from clients regarding there benefits and inquires about there benefits.
- Answer Emails.
- Work Backlog.
- Send appropriate letters to clients with correct WAC codes.
- Document all transaction with clients in their cases notes in Aces Main Frame, Aces Online and Barcode.
- Participate in assigned trainings.
- Go to monthly meetings.
- Work as a team to get all cases processes.
- Help with difficult clients.
Education
Medical Secretarial
Spokane Community College
Spokane, WA06.2002
Skills
- Customer Data Confidentiality
- Multitasking and Prioritization
- Creative Problem Solving
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Customer Service
- Needs Assessment
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Verbal and Written Communication
- Upbeat and Positive Personality
- Understanding Customer Needs
- Customer Relations
- Conflict Mediation
- Problem Resolution
Timeline
Case Manager Aide
Adult Protective Services
12.2022 - Current
Customer Service Specialist
DSHS Home and Community Services
11.2021 - Current
Case Manager/Caregiver, Special Needs
Consumer Direct/DDA
10.2020 - Current
Paraprofessional
Central Valley School District
12.2013 - 11.2021
Public Benefits Specialist
Department of Social and Health Services
06.2006 - 06.2012
Medical Secretarial
Spokane Community College
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