SIMONE UNAPANTA
Coplay
Summary
Compassionate Social Services Professional with expertise in case management, crisis intervention, and advocacy. Delivered positive outcomes for clients through effective counseling and relationship-building, while collaborating with multidisciplinary teams to create comprehensive support plans. Resourceful Customer Service Representative recognized for high productivity and efficient task completion, excelling in communication and problem-solving to enhance customer satisfaction and foster positive relationships.
Overview
4
4
years of post-secondary education
25
25
years of professional experience
Work History
Concierge Advocate
SCAN Health Plan
Long Beach
09.2025 - Current
- Provide personalized support to enhance member experience and satisfaction.
- Assist members with inquiries regarding benefits and health plan services.
- Educate members on available resources and assistance programs within the plan.
- Coordinate patient appointments and transportation services for health plan members.
- Maintain accurate records of member interactions and service requests.
Member Care Advocate
MCA Sedgwick Government Solutions
07.2022 - Current
- Facilitate World Trade Center members' access to day-to-day benefits and healthcare support, offering guidance and assistance tailored to their individual needs.
- Ensured timely, compassionate responses to incoming phone calls, reinforcing commitment to exceptional member service.
- Proactively engage with members to address inquiries related to benefit support, referral follow-up, and available resources, fostering a supportive environment.
- Utilized effective triage methods to assess callers' needs and directed them to appropriate internal team members, ensuring adherence to established guidelines.
- Handled incoming calls, voicemails, and chats from members and providers, resolving benefits-related questions and concerns in alignment with organizational policies.
- Take initiative in making outbound calls to both members and providers, coordinating the scheduling of various medical services based on their preferences and availability.
Case Care Coordinator
Remedy Intelligent Staffing/United Healthcare Optum Serve
04.2022 - 07.2022
- Spearheaded a holistic and proactive approach to member healthcare, fostering direct engagement and delivering personalized support.
- Coordinated communication among diverse stakeholders, serving as central point of contact for internal and external entities to ensure effective collaboration.
- Facilitated inquiries for Medical Director under RN Case Manager supervision, enhancing communication channels for timely information exchange.
- Played a pivotal role in provider selection for annual screenings, diagnostic evaluations, and treatment appointments, prioritizing timely and appropriate care delivery.
- Orchestrated seamless communication among diverse stakeholders, serving as the central point of contact for internal and external entities.
- Led provider selection for annual screenings, diagnostic evaluations, and treatment appointments, ensuring timely access to appropriate care.
Customer Service Representative
Overstock
09.2020 - 04.2022
- Provided exceptional customer service via inbound and outbound calls and emails, promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Managed high volume of customer interactions with professionalism and empathy, ensuring positive customer experiences and effective issue resolution.
- Leveraged extensive product knowledge to address customer questions, provide tailored recommendations, and facilitate informed purchasing decisions.
- Recognized as Employee of the Month for consistently exceeding performance expectations and fostering a collaborative team environment.
Secretary
Lehigh Carbon Community College
Schnecksville
02.2018 - 09.2020
- Delivered exceptional front desk reception coverage, warmly greeting students and visitors, and ensuring their needs were promptly addressed.
- Managed the schedules of all academic advisors, ensuring accurate updates for vacation, sick leave, and other changes.
- Coordinated schedules for academic advisors, ensuring timely updates for vacation, sick leave, and other changes.
- Supported Associate Dean of Student Success and Director of First Year Experience with administrative tasks, enhancing departmental operations.
Case Manager Supervisor
Fedcap Rehabilitation Services, Inc. WECARE
Brooklyn
08.2015 - 11.2017
- Supervised team of 7 case managers in WECARE program, enhancing support for welfare recipients facing medical and psychiatric barriers to employment.
- Provided administrative oversight for the VRS and Wellness components of the program, ensuring alignment with established program goals and targets.
- Trained new staff and participated in interview and hiring processes, building a skilled and effective team.
- Generated comprehensive reports assessing outcomes and objectives, guiding informed programmatic decision-making.
Program Supervisor - STHP
Institute for Community Living
Brooklyn
05.2009 - 07.2015
- Managed day-to-day operations of a 20-bed Emergency Transitional Scattered Site Housing Program, ensuring strict compliance with PHS and agency regulatory requirements to achieve organizational goals.
- Conducted interviews, hired, and trained case management personnel, managing intake and admission processes to ensure smooth onboarding for all clients.
- Provided direct services to clients during crises, fostering a supportive and responsive environment.
- Established networks with landlords and brokers to streamline client placements into permanent housing, securing apartments for ICL.
Case Manager
Catholic Charities
02.2009 - 04.2009
- Assessed clients' needs, strengths, and barriers to self-sufficiency to inform tailored support strategies.
- Created and executed individualized service plans with clients, emphasizing goal setting, resource coordination, and skill development.
- Connected clients with community resources, including housing assistance, healthcare services, employment training, and legal aid.
- Advocated for clients' access to essential services and benefits while coordinating communication between clients and service providers.
Program Coordinator
PSCH, Inc
College Point
01.2006 - 01.2009
- Coordinated daily operations of Adult Respite program, enhancing service delivery and client satisfaction.
- Interviewed, hired, and trained staff, building a skilled team committed to program goals.
- Conducted quarterly program analyses to assess goal achievement and pinpoint improvement opportunities.
Case Manager
New York Job Partners
Brooklyn
09.2002 - 12.2006
- Managed caseload of 85 welfare-to-work clients, conducting in-depth interviews to gather personal background and medical information, assessing job readiness to identify immediate needs effectively.
- Maintained and updated case files daily, documenting client interactions and progress, coordinating referrals to outside social service agencies to meet identified needs.
- Coordinated client assessments and developed individualized service plans.
- Facilitated communication between clients and community resources.
- Provided crisis intervention and emotional support to clients in need.
Case Manager
New York Job Partners
Brooklyn
07.2001 - 09.2002
- Managed caseload of approximately 250 WIA clients, evaluated job search plans, addressed barriers to employment, assessed diverse needs, and referred clients to relevant outside social service agencies for additional support.
- Maintained detailed progress notes in NYCWAY to document clients' job search activities and ensure continuity of care.
- Coordinated client assessments and developed personalized service plans.
- Facilitated communication between clients and community resources.
- Monitored client progress and adjusted services as needed.
Education
Bachelor of Arts - Human Services
SUNY Empire State College
New York 08.1997 - 06.2001
Skills
- Patient Advocacy
- Care Coordination
- Case Management
- Patient coordination
- Care Plans
- Regulatory Compliance
- EMR
- HIPAA
- Microsoft Office Suites
- Cultural competency
- Client engagement
- Effective Communication
- Social services
Timeline
Concierge Advocate
SCAN Health Plan
09.2025 - Current
Member Care Advocate
MCA Sedgwick Government Solutions
07.2022 - Current
Case Care Coordinator
Remedy Intelligent Staffing/United Healthcare Optum Serve
04.2022 - 07.2022
Customer Service Representative
Overstock
09.2020 - 04.2022
Secretary
Lehigh Carbon Community College
02.2018 - 09.2020
Case Manager Supervisor
Fedcap Rehabilitation Services, Inc. WECARE
08.2015 - 11.2017
Program Supervisor - STHP
Institute for Community Living
05.2009 - 07.2015
Case Manager
Catholic Charities
02.2009 - 04.2009
Program Coordinator
PSCH, Inc
01.2006 - 01.2009
Case Manager
New York Job Partners
09.2002 - 12.2006
Case Manager
New York Job Partners
07.2001 - 09.2002
Bachelor of Arts - Human Services
SUNY Empire State College
08.1997 - 06.2001