Valerie Ortiz
San Jose,CA
Summary
Lead care manager who coordinates services for members with complex medical, behavioral health, and social needs. Leads care planning, interdisciplinary case reviews, and referrals across providers and community partners while supporting ECM team members, using motivational interviewing and harm-reduction strategies to improve access, continuity, and care outcomes.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Lead Care Manager, Enhanced Care Management (ECM)
American True Care / Serene Health
San Ramon, California
02.2024 - Current
- Manage a caseload of 50+ high-risk members with complex medical, behavioral health, and social needs.
- Conduct comprehensive assessments and develop individualized care plans to address barriers to health and well-being.
- Developed and implemented care management plan to address needs and goals.
- Coordinate services between healthcare providers, behavioral health professionals, community organizations, and social service agencies. Assist members with accessing housing assistance, SSI, CalFresh, Medi-Cal, transportation, and other essential resources.
- Utilize trauma-informed care, motivational interviewing, and harm-reduction approaches to support vulnerable populations.
- Conducted initial assessments and periodic reassessments of clients' needs and eligibility for services.
- Monitored and evaluated care plan effectiveness, adjusting strategies to align with clients' evolving needs and improve care outcomes.
- Created plan of care to assist patients in reducing problems or barriers to achieve optimal level of health.
- Facilitated communication among healthcare team members to ensure coordinated patient care and involved clients in decision-making processes to minimize service fragmentation.
- Collaborated with other healthcare providers involved in patient care such as physicians, nurses, social workers.
- Facilitated interdisciplinary team meetings to develop comprehensive treatment plans for patients.
- Provide mentorship and support to ECM team members and participate in interdisciplinary case reviews.
- Provided guidance and support to Care Managers during complex cases or difficult situations.
- Conducted regular follow-ups with clients to assess service satisfaction and identify unmet needs, enhancing overall care experience.
- Monitored care plan to evaluate effectiveness, document interventional achievement and suggest changes.
- Attended and actively participated in meetings to provide and receive information on patient progression.
- Maintain accurate and HIPAA-compliant documentation while monitoring referrals and care outcomes.
- Promoted integrations of long-term services and support to enhance continuity of care.
- Used motivational interviewing to educate, support and motivate change.
- Provided crisis intervention services, ensuring client safety and access to appropriate resources.
- Ensured that all documentation is completed accurately according to established guidelines.
Med Tech / Caregiver
Belmont Village Senior Living
San Diego, CA
04.2023 - 03.2024
- Administered medications and maintained accurate Medication Administration Records (MARs) in accordance with physician orders and regulatory requirements
- Provided care and support to residents across multiple levels of care, including Independent Living, Assisted Living, Rehabilitation, and Memory Care communities.
- Assisted residents with activities of daily living (ADLs), including bathing, dressing, grooming, toileting, mobility assistance, and feeding while promoting dignity, independence, and quality of life.
- Delivered compassionate care to geriatric residents with dementia, Alzheimer's disease, and other cognitive impairments using person-centered and trauma-informed approaches.
- Supported residents recovering from illness, injury, or hospitalization by assisting with rehabilitation-focused care plans and encouraging functional independence.
- Utilized redirection, validation, and de-escalation techniques to support residents experiencing memory loss, confusion, anxiety, and behavioral changes.
- Collaborated with hospice providers, nurses, therapists, physicians, and family members to support individualized care plans and continuity of care.
- Coordinated end-of-life care services and hospice support to ensure resident comfort and dignity, effectively communicating with interdisciplinary teams and families to uphold care goals.
- Monitored and documented changes in residents' physical, cognitive, emotional, and behavioral health, ensuring timely reporting of concerns to nursing staff and care teams for prompt intervention.
- Maintained narcotic inventories, coordinated pharmacy communications, and ensured medication safety and compliance with facility protocols.
- Built trusting relationships with residents and families through emotional support, companionship, advocacy, and guidance, enhancing quality of life during aging and end-of-life transitions.
- Conducted regular wellness checks on residents to monitor their health and well-being. for assisted living and memory care residents.
- Assisted licensed nurses with resident medication documentation and compliance.
- Monitored resident vital signs in Belmont Village senior living community.
- Observed resident conditions and reported changes to clinical staff.
- Recorded resident care notes in electronic health records.
- Followed Belmont Village infection control and safety procedures.
- Documented and updated patient data on electronic medical charts, maintaining accuracy and confidentiality.
- Observed and recorded vital signs and reported changes to physicians or nurses.
- Monitored patients for medical changes and reviewed and revised care plans accordingly.
- Administered medications according to physician instructions and established protocols.
- Adhered to all safety and infection control precautions and regulations.
- Supported memory care residents with calm redirection and reassurance.
- Monitored resident comfort and reported changes to nursing staff.
- Documented care services and observations in resident records.
- Helped deliver meals and assisted residents during dining service.
- Encouraged participation in Belmont Village activities and social programs.
- Communicated with families and team members about resident needs.
- Ensured cleanliness of resident spaces by performing regular cleaning and organizing personal belongings. and organized personal belongings.
- Assisted residents with bathing and dressing to promote personal hygiene and dignity. and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Enhanced patient outlook by providing compassionate care and emotional support during challenging times. and daily living through compassionate care.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Administered prescribed medications on a timely basis following care plan instructions.
- Followed care plan and directions to administer medications.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Built strong and trusting rapport with clients and loved ones.
Patient Service Representative
Palomar Health Medical Group
Ramona, CA
12.2022 - 04.2023
- Coordinated patient appointments, specialist referrals, and follow-up care to ensure seamless access to diagnostic services in a fast-paced healthcare environment.
- Verified insurance eligibility, obtained authorizations, and assisted patients with navigating healthcare services and coverage requirements.
- Served as a liaison between patients, providers, specialists, and insurance representatives to facilitate timely access to care.
- Maintained HIPAA compliance while managing confidential patient information and electronic health records.
- Managed high-volume inbound and outbound calls, addressing patient inquiries, appointment requests, and care coordination needs with professionalism and empathy.
- Assisted patients with appointment scheduling, registration, demographic updates, and completion of required medical documentation.
- Coordinated communication between clinical staff and patients regarding test results, provider recommendations, and follow-up care instructions.
- Resolved scheduling conflicts and insurance concerns to enhance patient experience, ensuring timely care with a patient-centered approach.
- Processed medical records requests, appointment reminders, and referral documentation through electronic health record (EHR) systems.
- Supported efficient clinic operations by streamlining front office workflows and enhancing patient check-in and check-out processes.
- Managed patient check-in and check-out workflows for Palomar Health Medical Group clinics.
- Scheduled appointments and coordinated provider calendars across specialty and primary care services.
- Adhered to HIPAA regulations when handling confidential patient information.
- Responded to incoming calls promptly, providing professional assistance to patients and addressing their inquiries.
- Trained new patient service staff on scheduling, registration, and record accuracy.
- Resolved patient concerns with courteous service and clear explanation of office policies.
- Collected copayments and processed financial forms following clinic front desk procedures.
- Prepared referral packets and supported authorization requests for patient services.
- Answered patient calls and routed messages using professional medical office communication.
- Inputted patient demographic data into electronic health record system.
- Greeted patients upon arrival and directed them to the appropriate area.
- Registered patients by verifying records to update computer system and patient charts.
- Ensured all necessary paperwork was completed prior to patient visits.
- Maintained a clean and organized reception area.
- Supported office efficiency by performing administrative duties, such as organizing files, processing faxes, and duplicating documents.
- Obtained proper authorization and identification to release confidential medical records.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Assisted with the completion of medical forms and records.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Ran credit card batches and balanced deposits on a daily basis.
- Provided helpful assistance by anticipating and responding to the needs of patients and family members.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Scheduled and confirmed patient appointments and consultations.
Med Tech
Parkview Paradise Village
National City, CA
04.2022 - 10.2022
- Administered medications and maintained accurate MAR documentation for memory care residents.
- Monitored health and behavioral changes among residents with Alzheimer's disease and dementia.
- Applied person-centered care and de-escalation techniques to effectively address residents' memory loss, confusion, anxiety, and behavioral challenges.
- Supported residents in daily living activities, enhancing safety, dignity, and independence.
- Participated in interdisciplinary care planning and communicated significant changes in condition to clinical staff.
- Collaborated with hospice teams, families, and healthcare providers to support individualized care plans.
- Coordinated end-of-life and hospice care services, fostering collaboration among families, hospice providers, nursing staff, and interdisciplinary care teams to deliver compassionate, goal-aligned care.
- Built trusting relationships with geriatric residents and their families by providing emotional support, companionship, and advocacy throughout the aging process.
Medical Assistant
Concentra Abbott Clinic
Sorrento Valley, CA
11.2020 - 03.2022
- Supported a high-volume occupational health and COVID-19 response clinic through patient intake, screening, testing, and follow-up services.
- Provided health education and emotional support to patients navigating COVID-19 diagnoses and quarantine requirements.
- Conducted phone triage, coordinating communication between patients, nurses, providers, and employers to ensure seamless care.
- Maintained accurate electronic health records and clinical documentation to support patient care and compliance.
- Followed CDC infection-control protocols while managing PPE and medical supply inventory to safeguard health and safety.
Nurse Assistant
24-Hour Home Care
San Diego, CA
02.2021 - 11.2021
- Provided compassionate in-home care for elderly, disabled, and post-operative clients.
- Assisted with activities of daily living, mobility support, personal hygiene, and medication reminders.
- Assisted clients with bathing, dressing, grooming, and daily personal care tasks.
- Monitored client conditions, reporting physical, behavioral, or cognitive changes to healthcare providers and families to ensure timely interventions.
- Supported individuals with dementia, chronic illnesses, and recovery following hospitalization.
- Repositioned clients to support comfort, mobility, and pressure injury prevention.
- Educated clients and families on safety practices, infection prevention, and self-care strategies.
- Documented care tasks and observations in home care records and logs.
- Followed care plans and safety procedures for 24-Hour Home Care clients.
- Communicated client needs clearly with families, caregivers, and clinical teams.
- Operated mobility devices to assist in safe patient transportation.
- Monitored communication devices to promptly identify and respond to resident requests.
- Fostered collaborative relationships with patients, caregivers, and healthcare teams to enhance adherence to individualized care plans.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
- Documented patient information in charts and communicated status updates to interdisciplinary care team, ensuring continuity of care.
Nurse Assistant
Salus Home Care
San Diego, CA
11.2020 - 09.2021
- Assisted clients with mobility, transfers, personal care, and daily living activities to enhance their independence and quality of life.
- Monitored vital signs and promptly reported changes to nursing staff and care supervisors to ensure timely interventions.
- Monitored vital signs and documented observations for supervising nurses.
- Collaborated with hospice teams and family members to support end-of-life care plans.
- Delivered in-home care services focused on safety, comfort, and independence.
- Followed care plans and safety procedures for 24-Hour Home Care clients.
- Planned and served meals and snacks according to prescribed diets to support nutritional needs and health management.
- Reminded patients to adhere to medication schedules for health management.
- Built supportive relationships through companionship and client-centered care.
Med Tech / Caregiver
Fredericka Manor
Chula Vista, CA
02.2020 - 11.2020
- Delivered hands-on care, administered medications, and assisted elderly residents, including those with dementia and Alzheimer's, enhancing their comfort and quality of life.
- Assisted residents with activities of daily living (ADLs), including bathing, grooming, dressing, toileting, mobility assistance, and feeding while promoting dignity and independence.
- Utilized person-centered care and de-escalation techniques to support residents experiencing memory loss, confusion, anxiety, and behavioral challenges.
- Monitored residents for changes in physical, emotional, and cognitive status, promptly reporting concerns to nursing staff and care teams.
- Collaborated with hospice teams, nursing staff, and families to provide comprehensive, compassionate, and individualized care plans.
- Managed narcotic inventories and medication administration records (MARs), coordinating pharmacy communications to ensure medication accuracy and compliance with regulatory standards.
- Fostered trusting relationships with geriatric residents and their families, offering emotional support, companionship, and advocacy, thereby improving residents' overall well-being.
- Supported residents and families during end-of-life care by ensuring comfort measures were followed and maintaining open communication with hospice providers.
Medical Assistant Extern
Concentra Urgent Care
National City, CA
10.2019 - 12.2019
- Assisted providers during examinations, injections, and minor medical procedures, ensuring patient comfort and safety to enhance overall care experience.
- Administered injections and assisted with specimen collection and diagnostic testing under clinical supervision.
- Prepared patients for examinations by obtaining medical histories, documenting chief concerns, and explaining clinic procedures.
- Collected vital signs, documented patient histories, chief complaints, and updated electronic medical records (EMR) to support accurate patient care.
- Educated patients on post-visit care instructions, medication compliance, and follow-up appointment requirements to promote adherence and improve health outcomes.
- Assisted with appointment scheduling, patient communication, phone triage, and coordination between providers, patients, and pharmacy services.
- Collaborated with multidisciplinary healthcare staff to streamline patient flow and maintain high-quality care standards in a fast-paced urgent care setting.
Education
Bachelor of Arts (B.A.) - Sociology
California State University (CSU) East Bay
11-2026
Associate Degree for Transfer (ADT) - Social Work and Human Services, Sociology, and Psychology
Southwestern College
08-2026
Graduate Certificate - Medical Assistant Program
Concorde Career College
01-2020
High School Diploma -
Sweetwater High School
01-2018
Skills
- Care management
- Crisis intervention
- Crisis management
- Motivational interviewing
- Trauma-informed care
- Biopsychosocial assessments
- Care planning and documentation
- Healthcare collaboration
- Community resource navigation
- Housing resource coordination
- Patient advocacy
- Resource advocacy
- Quality improvement initiatives
- Social determinants
- HIPAA compliance
- Cultural humility
Personal Information
Title: ECM Lead Care Manager | Social Work & Human Services Graduate | Case Management Professional
Certification
- Certified Medical Assistant (CMA)
- CPR/BLS Certification, American Heart Association
- HIPAA & PHI Compliance Training
- IRA Interactive Training
- Enhanced Care Management (ECM) Program Experience
- Trauma-Informed Care
- Motivational Interviewing
VOLUNTEER EXPERIENCE
Hand Over Hand (One-on-One Assistant Volunteer), Supported a child with special needs during church-based activities and programming., Encouraged social inclusion, participation, communication, and independence., Assisted in creating a safe, supportive, and engaging environment., Built a trusting relationship through patience, consistency, and positive reinforcement., Supported the childs emotional, social, and behavioral development during group activities., Collaborated with program leaders and caregivers to ensure the child receives appropriate support and accommodations., Assisted with transitions between activities while promoting independence and confidence., Encouraged peer interaction and community involvement to help foster a sense of belonging., Demonstrated compassion, adaptability, and strong interpersonal skills when responding to the childs individual needs.
Timeline
Lead Care Manager, Enhanced Care Management (ECM)
American True Care / Serene Health
02.2024 - Current
Med Tech / Caregiver
Belmont Village Senior Living
04.2023 - 03.2024
Patient Service Representative
Palomar Health Medical Group
12.2022 - 04.2023
Med Tech
Parkview Paradise Village
04.2022 - 10.2022
Nurse Assistant
24-Hour Home Care
02.2021 - 11.2021
Medical Assistant
Concentra Abbott Clinic
11.2020 - 03.2022
Nurse Assistant
Salus Home Care
11.2020 - 09.2021
Med Tech / Caregiver
Fredericka Manor
02.2020 - 11.2020
Medical Assistant Extern
Concentra Urgent Care
10.2019 - 12.2019
Bachelor of Arts (B.A.) - Sociology
California State University (CSU) East Bay
Associate Degree for Transfer (ADT) - Social Work and Human Services, Sociology, and Psychology
Southwestern College
Graduate Certificate - Medical Assistant Program
Concorde Career College
High School Diploma -
Sweetwater High School