SHARLENE CAAMAÑO
Queens
Summary
Bilingual professional with over 10 years in healthcare and social services, skilled in customer support and case management. Demonstrates initiative and leadership in high-pressure environments, managing complex cases and fostering strong client relationships. Committed to delivering exceptional service, both remotely and on-site.
Overview
21
21
years of professional experience
Work History
Care Manager
ACANY
Manhattan/ Hybrid
01.2025 - Current
- Coordinated care plans with multidisciplinary teams for patient support.
- Monitored patient progress and adjusted care strategies as needed.
- Educated patients and families on Community Base Services options and resources available including OPWDD services.
- Facilitated communication between healthcare providers and patients effectively and assist if coordinate appointments.
- Facilitated communication between healthcare providers and patients effectively.
- Conducted assessments to identify individual patient needs and preferences.
- Ensured that all documentation is completed accurately according to state regulations.
- Served as a liaison between clients' families and community agencies providing services to them.
- Advocated for patients' rights and access to necessary services consistently.
- Assisted clients in developing and achieving short-term and long-term goals.
- Participated in team meetings with other staff members to discuss case management issues.
- Maintained accurate records of client visits and progress notes in accordance with agency policies and procedures.
- Offered emotional support to help patients cope with stressors associated with their illness or disability.
Recruitment & Onboarding Specialist
Freedom Care
03.2025 - 12.2025
- Supported full-cycle recruitment: sourcing, screening, interviewing, and onboarding new hires.
- Scheduled and conducted new hire orientations; introduced company culture, policies, and procedures.
- Acted as main point of contact for new hires and HHA candidates, guiding them through onboarding.
- Collected and verified pre-employment documents (licenses, certifications, background checks via CHRC).
- Collaborated with cross-functional teams to ensure new hires received equipment, access, and benefits.
- Maintained accurate caregiver records, ensuring DOH compliance using agency systems.
- Achieved daily performance KPIs by consistently making over 50 calls and maintaining 3+ hours of talk time.: 50+ daily calls and 3+ hours of talk time via Salesforce and TalkDesk.
- Acted as the main point of contact for healthcare providers, assisting with policies, procedures, and system navigation.
- Coordinated directly with health plans (e.g., Healthfirst, Fidelis, Anthem) to resolve authorization approvals and denials.
- Ensured compliance and accuracy in authorization workflows.
- Conducted quality reviews to support smooth service delivery.
- Built rapport with major health plans to streamline approvals and resolve delays.
- Freedom Care, NY - Remote
Case Resolution Specialist
Freedom Care
01.2023 - 12.2024
- Engaged and followed up with clients via text, emails, and phone calls regarding their CDPAP (Consumer Directed Personal Assistance Program) cases.
- Successfully restored CDPAP home care services for 100+ patients monthly by navigating Medicaid systems, resolving issues, and submitting accurate documentation.
- Maintained an average case resolution rate of 95% or higher, meeting strict turnaround times and service-level agreements.
- Collaborated across departments (Intake teams, Health Plans) to expedite authorizations and eliminate service gaps.
- Researched and found solutions to setbacks within the department for increased production and offered effective solutions with critical thinking.
- Freedom Care, NY- Remote
Case Manager/ Medicaid Service Coordinator
Care Design
Bronx
07.2018 - 01.2023
- Facilitated Life Plan meetings covering medical updates, service providers, entitlements, and daily living needs.
- Collaborated with psychiatry departments to review treatment plans and ensure proper client understanding.
- Guided individuals and families through OPWDD guidelines, Medicaid eligibility, and waiver services.
- Educated clients on disabilities, diagnoses, medications, and care strategies.
- Prepared and submitted monthly reports using EPACES to verify Medicaid eligibility.
- Care Design, Bronx, NY
SNAP Specialist
Sunnyside Center
Queens
01.2017 - 01.2018
- Partnered with community leaders to identify and promote SNAP benefits and food assistance programs.
- Managed client applications and case tracking using Single Stop and Access HRA NYC systems.
- Educated clients on available food programs, events, and community resources.
- Generated daily metrics and reports in Excel in collaboration with city agencies.
Case Manager
New York Foundation Guardianship
New York
01.2016 - 01.2017
- Conducted monthly home visits, intake assessments, and scheduled evaluations.
- Provided crisis intervention and follow-up services, including eviction prevention.
- Prepared case files and reports for the City of New York.
- Attended court hearings and collaborated with OLA staff and attorneys.
- Managed clients' benefits and entitlements; completed psychosocial reports and updated medical records.
Medicaid Service Coordinator
Lifespire
Queens
01.2014 - 01.2016
- Facilitated ISP (Individualized Service Plan) meetings to review and update client services and daily living activities.
- Coordinated with families across the tri-state area for linkage to waiver services and community resources.
- Prepared medical billing, case notes, and service addendums in compliance with provider requirements.
- Assessed Medicaid eligibility and guided consumers through Excess Income programs and coverage levels.
- Collaborated with Day Habilitation programs, residential homes, and service providers to ensure accurate use of Medicaid funds.
- Performed quality assurance audits and case reviews to ensure program compliance and documentation accuracy.
Clerical Associate IV
Office of Child Support NYC
NYC
04.2011 - 12.2013
- Managed a caseload of child support cases, conducting investigations and taking action to establish, enforce, and maintain support orders.
- Utilized interviews and system tools to locate non-custodial parents and gather necessary case information.
- Monitored compliance with court-ordered support, negotiated payment arrangements, and initiated legal enforcement actions when required.
- Maintained accurate case records, including legal documentation, payment tracking, and communication history.
- Navigated multiple systems including WMS, MAP Pay-In, EmedNY, and HRA One Viewer to manage and update case data efficiently.
Computer Instructor / Direct Support Specialist
AABR ORG / AHRC
Queens
03.2011 - 12.2013
- Created monthly progress reports for program participants.
- Taught computer skills, including email, document creation, and other digital tools.
- Supervised two staff members assisting during instructional sessions.
- Supported individuals with disabilities in building skills for greater independence and self-direction.
Clerical Associate II
Dept. Of Environmental Protection (DEP)
Queens
01.2006 - 03.2011
- Handled confidential documents for the Director of Customer Services, including copying and collating city/state materials.
- Managed referral tracking and assigned cases to the Correspondence Unit.
- Maintained organized databases, spreadsheets, and filing systems (physical and digital).
- Supported communication workflows with the Mayor's Office, elected officials, and community boards.
- Drafted and sent professional correspondence (emails, letters, reports).
- Provided general administrative support: phone coverage, scheduling, and supply management.
Education
B.S - Human Services/Psychology
Kaplan University
New York07-2026
Master's Degree - IO Psychology
Kaplan University
New York07-2026
Associates - Information Science
Plaza College
Queens01-2005
Skills
- Fluent in English
- Fluent in Spanish
- Remote Communication
- Customer Service
- Conflict Resolution
- Email Support
- Chat Support
- Phone Support
- CRM Systems
- Ticketing Systems
- SalesForce
- EPaces
- Time Management
- Multitasking
- Effective communication
- Case management
- Critical thinking
- Organizational skills
- Relationship building
Languages
- English, Fluent/Native
- Spanish, Fluent/Native
Timeline
Recruitment & Onboarding Specialist
Freedom Care
03.2025 - 12.2025
Care Manager
ACANY
01.2025 - Current
Case Resolution Specialist
Freedom Care
01.2023 - 12.2024
Case Manager/ Medicaid Service Coordinator
Care Design
07.2018 - 01.2023
SNAP Specialist
Sunnyside Center
01.2017 - 01.2018
Case Manager
New York Foundation Guardianship
01.2016 - 01.2017
Medicaid Service Coordinator
Lifespire
01.2014 - 01.2016
Clerical Associate IV
Office of Child Support NYC
04.2011 - 12.2013
Computer Instructor / Direct Support Specialist
AABR ORG / AHRC
03.2011 - 12.2013
Clerical Associate II
Dept. Of Environmental Protection (DEP)
01.2006 - 03.2011
B.S - Human Services/Psychology
Kaplan University
Master's Degree - IO Psychology
Kaplan University
Associates - Information Science
Plaza College