Tyeka Hale
Panama City
Summary
Dynamic Case Manager with proven expertise at Southwest Alabama Mental Health, excelling in treatment planning and client needs assessment. Recognized for fostering collaboration and delivering exceptional care, I effectively advocate for clients while managing over 50 cases daily, ensuring high-quality outcomes through clear communication and conflict resolution.
Overview
18
18
years of professional experience
Work History
Case Manager
Southwest Alabama Mental Health
Brewton
12.2015 - 08.2018
- Assessing treatment needs of Mentally Ill Clients
- Developing, monitoring, and evaluating treatment plans and progress
- Determines clients' requirements by completing intake interviews; determining need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewing therapist evaluations, treatment objectives, and plans
- Establishes treatment programs by setting schedules and routines; coordinating services being provided; arranging resources, including transportation and escort
- Monitors cases by verifying clients' attendance; observing and evaluating treatments and responses; advocating for needed
- Helped patients receive appropriate, high-quality care with reasonable results.
- Evaluated treatment plans against individual goals and healthcare standards.
- Managed support services and fostered communication among social workers, therapists, hospital staff and patients.
- Managed over 50 customer calls per day.
Service Matter Expert/Customer Service Lead
Impact Telecom
Brookwood, Atmore
04.2000 - 12.2015
- Answered customer telephone calls to establish new accounts and existing accounts
- Respond to questions and concerns about service, and escalate calls appropriately
- Consult with customers to evaluate needs and determine best options
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Promptly respond to general inquiries from members, staff and clients via telephone, mail, e-mail, or fax
- Process payments via telephone phone, resolve services issues and share benefits of services
- Maintain up-to-date knowledge of policies, payments, account changes and upgrades
- Excelled in exceeding daily call goals per day with 100 + calls
- Developed highly empathic client relationships and earned reputation for delivering exceptional customer service
- Cross-trained and provided back- up for customer service representative when needed
Education
Bachelor of Arts - Healthcare Administration – Minor Accounting
Ashford University
8620 Spectrum Center Blvd, San Diego, CA 9212311.2014
Skills
- Clear communication skills
- Conflict resolution
- Positive work attitude
- Strong work ethic
- Motivation and team support
- Collaboration and teamwork
- Proficient in MS Office Suite
- Service orientation
- Case management
- Treatment planning
- Progress evaluation
- Needs assessment
- Staff training and education
- Client needs assessment
Personal Information
Title: Customer Service Lead/ Case Manager
Timeline
Case Manager
Southwest Alabama Mental Health
12.2015 - 08.2018
Service Matter Expert/Customer Service Lead
Impact Telecom
04.2000 - 12.2015
Bachelor of Arts - Healthcare Administration – Minor Accounting
Ashford University