Susana Martinez
Chandler,AZ
Summary
Highly skilled and enthusiastic Team Leader with 10 years of experience in Community Health and Home Care Services. Develops and leads productive and efficient staff. Conducts strategies, provides training, sets goals, and obtains team feedback. Excellent interpersonal and communication skills. Focused on providing exceptional client experience. Problem solver, networker and consensus builder. Passionate about helping the most vulnerable in the community and providing them with resources needed for equality health and care.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Community Health Manager
Emcara PopHealthCare
11.2023 - Current
- Manage Community Health Workers in Arizona, Florida, and New York.
- Evaluated program effectiveness, using data-driven approaches to inform decision-making and continuous improvement efforts.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Improve community health outcomes by developing and implementing comprehensive health programs.
- Enhance patient satisfaction through the coordination of community health education initiatives.
- Reduce hospital readmission rates by providing effective case management services to high-risk patients.
- Strengthen partnerships with local organizations for increased collaboration on public health projects.
National CHW Lead & Senior Manager
Emcara PopHealthcare
03.2022 - 11.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Took part of multidisciplinary team meetings alongside providers, nurses, community health workers, and market medical director to discuss plans of care.
- Conducted trainings and mentored team members to promote productivity and commitment to patient care.
- Set up community health education to reduce chronic conditions with patients.
- Implemented best practices and strategies by working and being a part of the organization's clinical leadership team.
- Screened for Social Determinants of Health to remove barriers in the way of patient's getting access to care.
- Facilitated health screenings for patients such as diabetic retina eye exams, with follow-up care to target specific issues.
- Developed and implemented training classes to educate team members.
- Lead 20+ Community Health Workers and CHW Leads across the nation.
CHW Manager
Emcara PopHealthCare
02.2020 - 03.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Carried a small caseload and cover territories for CHWs out of office.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Conducted chart and field audits
- Kept track of referrals and outcomes
Community Health Worker
Emcara PopHealthCare
09.2018 - 02.2020
- Helped vulnerable individuals navigate complex healthcare system.
- Held caseload of 70+ patients
- Worked directly with patient treatment teams and participated in care coordination procedures.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Collaborated with external organizations to coordinate health and social services.
- Targeted specific community groups with wellness and disease management information.
- Monitored and documented patient progress toward individualized health goals.
- Addressed patient concerns and provided support to vulnerable demographics.
- Performed biometric monitoring of patients and reported outcomes to provider.
Intake Representative
Arizona Home Care
11.2016 - 09.2018
- Assessed clients' needs and determined eligibility for intake services.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Trained and supervised new intake staff to deliver high-quality client care.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
Enteral Service Associate
Preferred Home Care
01.2015 - 10.2016
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Answered approximately 80 calls and emails per day to resolve questions and problems.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
Community Health Worker
Valle Del Sol
01.2014 - 01.2015
- Helped vulnerable individuals navigate complex healthcare system.
- Addressed patient concerns and provided support to vulnerable demographics.
- Worked directly with patient treatment teams and participated in care coordination procedures.
- Developed and maintained relationships with community partners to build program scope.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Counseled patients on health-related topics and lifestyle changes for improved well-being.
- Targeted specific community groups with wellness and disease management information.
Shift Supervisor
Starbucks
01.2009 - 01.2015
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
Barista
Starbucks
03.2008 - 01.2009
- Used POS system to accurately enter orders and process payments.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
Education
Bachelor of Arts - Liberal Arts And Sciences
Arizona State University
Tempe12.2020
Associate of Arts - Psychology
Imperial Valley College
Imperial, CA05.2010
Skills
- Database Design and Management
- Employee Coaching and Mentoring
- Case Management
- Documentation
- Managing Operations and Efficiency
- Performance Tracking and Evaluations
- Cross-Functional Team Leadership
- Data-Driven Decision-Making
- Training Solutions Development
Certification
- Certified Community Health Worker, Arizona Department of Health Services
06/15/2023 - 06/14/2025
- BLS Certified, National CPR Foundation
02/05/2024 - 02/05/2026
Languages
Spanish
Native or Bilingual
Timeline
Community Health Manager
Emcara PopHealthCare
11.2023 - Current
National CHW Lead & Senior Manager
Emcara PopHealthcare
03.2022 - 11.2023
CHW Manager
Emcara PopHealthCare
02.2020 - 03.2022
Community Health Worker
Emcara PopHealthCare
09.2018 - 02.2020
Intake Representative
Arizona Home Care
11.2016 - 09.2018
Enteral Service Associate
Preferred Home Care
01.2015 - 10.2016
Community Health Worker
Valle Del Sol
01.2014 - 01.2015
Shift Supervisor
Starbucks
01.2009 - 01.2015
Barista
Starbucks
03.2008 - 01.2009
Bachelor of Arts - Liberal Arts And Sciences
Arizona State University
Associate of Arts - Psychology
Imperial Valley College
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