Shakima Holliman
Somerset,NJ
Summary
Experienced professional with a strong background in leaderships specializing in the workers compensation and call center industry. Skilled in problem-solving and optimizing performance. Strong work ethic and effective communication skills. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Case Manager, Supervisor- Promotion (Remote)
Qual-Lynx
Piscataway, NJ
12.2015 - Current
- Report to Director of Clinical Services, Workers' Compensation Department, and works within the State of New Jersey, Workers' Compensation Law.
- Measure team performance using key metrics, like call abandonment and call waiting.
- Oversee daily activities of the team, including task allocation and scheduling.
- Anticipate escalation and taking over calls when needed.
- Handle overflow of intake calls.
- Provide feedback and guidance to employees, and identify areas for improvement.
- Provide training and coaching to ensure employees meet benchmark goals.
- Recruit and onboard new employees.
- Supervised, trained and evaluated Case Managers in the delivery of services to clients.
- Review cases for quality assurance, ensuring policies and procedures are followed.
- Developed and implemented policies and procedures for case management staff.
- Conducted weekly meetings with Case Managers to review cases and discuss any issues or concerns.
- Managed a budget for case management activities including training, travel, supplies.
- Ensured compliance with relevant laws, regulations and organizational standards related to case management services.
- Developed strategies to improve workflow efficiency in order to meet performance objectives.
- Analyzed data from reports on caseloads, outcomes and trends in order to identify areas of improvement.
- Maintained confidential records regarding clients' medical history, treatment plans and progress toward goals.
WC Telephonic Case Manager (Remote)
Qual-Lynx
Piscataway, NJ
04.2013 - 12.2015
- Telephonic Case Management: coordinate medical care between provider, patient, and employer until maximum medical improvement is achieved.
- Conduct an initial phone interview with injured workers.
- Review documentation to determine medical necessity.
- Respond to incoming calls and emails within an appropriate manner.
- Resolve customer issues and complaints.
- Route calls appropriately.
- Handle overflow of intake calls.
Telephonic Case Manager
Procura Management
Cranford, NJ
11.2010 - 04.2013
- Review and process Medical Director Reviews and Independent Medical Exam Reports.
- Provided telephonic case management services to clients with work-related injuries.
- Conducted telephone interviews to obtain information regarding health status, psychosocial functioning, treatment compliance, and other pertinent data.
- Coordinated referrals for appropriate community resources and services such as home health care, durable medical equipment, transportation assistance.
- Assessed client needs and developed individualized care plans in collaboration with healthcare providers.
- Reviewed and updated medical records, including patient histories and progress notes.
Telephonic Case Manager (Remote)
Concentra/Auto Injury Solutions
Woodbridge, NJ
01.2006 - 11.2010
- Collaborated closely with physicians to ensure that all treatments are medically necessary and appropriate for each client's condition.
- Monitored the effectiveness of care plans by evaluating outcomes against established criteria.
- Coordinated referrals for appropriate community resources and services such as home health care, durable medical equipment, transportation assistance.
- Reviewed and updated medical records, including patient histories and progress notes.
- Provided telephonic case management services to clients involved in auto accidents.
- Assess the degree of injury and disability, and propose a treatment plan.
- Assist patients and providers in planning, implementing, and coordinating proposed care.
Education
Bachelor of Business Administration-Diploma of Completion -
American InterContinental University
Schaumburg, Illinois01.2020
Licensed Practical Nurse- Diploma of Completion -
Micro-Tech Training Institute
Jersey City, New Jersey01.2005
High School Diploma of Completion -
Plainfield High School
Plainfield, New Jersey01-1996
Skills
- Coaching and development
- Problem-Solving
- Training Management
- Case Management
- Positive Attitude
- Emotional awareness
- Insurance regulations
- Quality Assurance Controls
- Decision-Making
- Data Entry and Analysis
- MS Office
- Conflict Resolution
- Call Monitoring
- KPI Management
- Time Management
References
References provided upon request
Certification
- CPR/BLS
- NJ LPN
Timeline
Case Manager, Supervisor- Promotion (Remote)
Qual-Lynx
12.2015 - Current
WC Telephonic Case Manager (Remote)
Qual-Lynx
04.2013 - 12.2015
Telephonic Case Manager
Procura Management
11.2010 - 04.2013
Telephonic Case Manager (Remote)
Concentra/Auto Injury Solutions
01.2006 - 11.2010
Bachelor of Business Administration-Diploma of Completion -
American InterContinental University
Licensed Practical Nurse- Diploma of Completion -
Micro-Tech Training Institute
High School Diploma of Completion -
Plainfield High School
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