Sha'Quisha Ruffin
San Antonio
Summary
Case management support professional with experience in care coordination, crisis assessment, discharge planning, escalated member support, and healthcare service operations. Skilled in assessing member needs, resolving barriers, documenting interactions, coordinating next steps, and supporting individuals through complex or high-stress situations. Knowledgeable in Medicare/Medicaid, medical terminology, patient privacy practices, and cross-functional collaboration. Brings strong strengths in de-escalation, communication, member advocacy, and service-focused problem solving.
Overview
16
16
years of professional experience
Work History
Crisis Counselor
988 Lifeline
San Antonio, TX
03.2024 - Current
- Deliver crisis intervention support for incoming behavioral health and suicide-related calls
- Supported approximately 500 clients in a three-month period by assessing risk, de-escalating high-stress situations, and guiding callers toward safe next steps
- Conduct risk assessments, safety planning, and care coordination support based on urgency and identified needs
- Maintain accurate documentation of assessments, interventions, and follow-up recommendations
- Partner with team members to support timely response and continuity of care
Training Delivery
A CVS Health Company
San Antonio, TX
10.2021 - Current
- Deliver training support for designated learner populations in a healthcare environment
- Partner with leadership to strengthen knowledge transfer, learner readiness, and on-the-job application
- Oversee classroom performance in long-term and complex training situations
- Track learner progress and communicate readiness, gaps, and support needs to leadership
- Reinforce systems knowledge, workflow understanding, and service expectations within the MSO line of business
Senior Customer Service Advocate
A CVS Health Company
San Antonio, TX
04.2019 - 10.2021
- Responded to inquiries from members, providers, and plan sponsors as a single point of contact
- Built member trust through empathy, active listening, and individualized support
- Navigated healthcare-related questions with professionalism, responsiveness, and accuracy
- Served as a single point of contact for escalated member issues, service concerns, and process-related requests
- Researched and resolved complex concerns through follow-up, coordination, and issue tracking
- Supported members with benefit and service-related needs in a healthcare and Medicare-related environment
- Identified barriers to resolution and collaborated across teams to support timely outcomes
- Maintained detailed documentation and clear communication throughout case resolution activities
Customer Service Representative
UnitedHealthcare
San Antonio, TX
04.2015 - 02.2019
- Supported commercial insurance member interactions and resolved inquiries in a healthcare environment
- Delivered service based on member needs and preferences while maintaining clear communication and follow-through
Customer Service Representative
Calling Solutions Inc
San Antonio, TX
01.2012 - 04.2015
- Managed incoming customer service calls and supported issue resolution
- Resolved service concerns by identifying needs, explaining next steps, and providing accurate guidance
Dietary
Esplanade Gardens
San Antonio, TX
03.2010 - 03.2011
- Supported residents in an assisted living environment through daily service responsibilities
Education
Bachelor of Social Work -
Our Lady of The Lake University
San Antonio, TXSkills
- Case management support
- Transition of care support
- Care coordination
- Discharge planning
- Crisis assessment
- Risk assessment and safety planning
- Member outreach and support
- Escalation management
- Documentation and case notes
- De-escalation
- Medicare/Medicaid
- Medical terminology
- Patient privacy and confidentiality
- Cross-functional collaboration
- Problem solving
- Microsoft Office Suite
Timeline
Crisis Counselor
988 Lifeline
03.2024 - Current
Training Delivery
A CVS Health Company
10.2021 - Current
Senior Customer Service Advocate
A CVS Health Company
04.2019 - 10.2021
Customer Service Representative
UnitedHealthcare
04.2015 - 02.2019
Customer Service Representative
Calling Solutions Inc
01.2012 - 04.2015
Dietary
Esplanade Gardens
03.2010 - 03.2011
Bachelor of Social Work -
Our Lady of The Lake University