Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vernita Nelson

LOUISVILLE,Kentucky

Summary

Compassionate Case Manager accustomed to treating diverse patient needs while managing dynamic conditions. Collaborative professional possessing excellent clinical knowledge and judgment combined with strong documentation and problem-solving abilities. Well-versed in managing emergent cases with poise.

Overview

25
25
years of professional experience

Work History

Case Manager

RxCrossroads By McKesson
LOUISVILLE, Kentucky
04.2016 - Current
  • Monitored client progress through regular follow-up contacts.
  • Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
  • Provided referrals to appropriate health care providers or other community resources.
  • Maintained accurate case records and documentation according to agency guidelines.
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Maintained up-to-date case records with case activity status.
  • Participated in regular team meetings and in-house training sessions to boost group effectiveness.
  • Coordinated support services and optimized communication between healthcare workers and patients.
  • Assisted individuals with eligibility for available benefits.
  • Conducted initial assessments to determine client eligibility for programs and services.
  • Assisted Primarily on several programs such as,
  • Braeburn/Titan from April 2016 - May 2019.
  • Mylan from May 2019 - October 2020.
  • Alimera Access Plus from October 2020 - October 2022
  • Novartis Patient Assistance Now Oncology from October 2022- present.

Customer Service Representative Team Lead

Connextions
Jeffersonville, IN
08.2013 - 04.2016
  • Provided expertise on product knowledge, services, policies and procedures to customers.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Handled customer inquiries and complaints in a professional manner.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Motherboard/Hard Drive Tester

Aerotek
Louisville, KY
02.2011 - 07.2012
  • Collaborated with engineering staff to develop improved testing procedures.
  • Tested the functionality of each motherboard using specialized diagnostic equipment.
  • Ensured that work area was clean and organized at all times.
  • Performed rework operations on returned motherboards as needed.
  • Verified that all components were properly installed, soldered and functional.
  • Attended regular training sessions to stay up-to-date on new products and technologies.
  • Performed visual inspections on motherboards to ensure compliance with established quality standards.
  • Reported any defects found during inspection to management for proper corrective action.

Resident Services Assistant

Atria Senior Living
Saint Louisville, KY
08.2009 - 12.2010
  • Provided support to residents with general inquiries and concerns.
  • Responded promptly to emergency situations and coordinated appropriate resources for resolution.
  • Attended meetings with other staff members or representatives from outside agencies as needed.
  • Conducted regular rounds to keep residents and areas safe and secure.
  • Developed and deepened relationships with residents and fellow staff.
  • Monitored client health and medication intake.
  • Aided clients in bathing, toilet use, personal grooming and dressing.
  • Assisted clients with basic movements and mobility.
  • Provided emotional support and companionship to clients.
  • Transported patients to and from social activities.

Front Desk Ticket Agent

Greyhound Bus Terminal
LOUISVILLE, Kentucky
10.2002 - 07.2008
  • Collected baggage fees, excess baggage charges and other applicable fees from passengers.
  • Provided customer service to passengers at the ticket counter, including checking in luggage and issuing boarding passes.
  • Performed cashier duties such as handling payments by credit cards, checks or cash.
  • Answered phone calls from customers regarding flight information and other related queries.
  • Resolved customer complaints in a professional manner.
  • Analyzed customer feedback to identify areas of improvement in customer service processes.
  • Assisted travelers with special needs or requests during check-in process.
  • Processed reservation changes and cancellations for customers.
  • Updated passenger information into the system prior to departure.
  • Assisted customers with ticketing inquiries and purchase of tickets.

Hotel Front Desk Clerk

Galt House Hotel & Suites
Louisville, KY
04.1999 - 08.2002
  • Greeted guests upon arrival, provided customer service and checked-in and checked-out hotel guests.
  • Served as first point of contact for emergency situations requiring evacuation or security personnel.
  • Coordinated with housekeeping staff regarding occupancy status of rooms.
  • Greeted guests in a professional and friendly manner.
  • Verified accuracy of billing invoices prior to submitting them for payment processing.
  • Maintained daily records of room availability and rates.
  • Stocked supplies at the front desk such as forms, stationery items, brochures.
  • Balanced end-of-shift reports on a daily basis to ensure accuracy of transactions.
  • Resolved customer complaints in a timely manner while following company policies and procedures.
  • Answered phone calls and responded to inquiries from guests or other departments in a professional manner.

Education

High School Diploma -

Marion C Moore Traditional High School
Louisville, KY
05-2000

Skills

  • Case Management
  • Community Outreach
  • Case Documentation
  • Positive Attitude
  • Conflict Resolution
  • Customer Relations
  • Materials Management
  • Shipping and Receiving
  • Case Needs Assessment
  • Decision-Making
  • Safety
  • Email and Telephone Etiquette
  • Cross-Functional Collaboration
  • Emotional awareness

Timeline

Case Manager

RxCrossroads By McKesson
04.2016 - Current

Customer Service Representative Team Lead

Connextions
08.2013 - 04.2016

Motherboard/Hard Drive Tester

Aerotek
02.2011 - 07.2012

Resident Services Assistant

Atria Senior Living
08.2009 - 12.2010

Front Desk Ticket Agent

Greyhound Bus Terminal
10.2002 - 07.2008

Hotel Front Desk Clerk

Galt House Hotel & Suites
04.1999 - 08.2002

High School Diploma -

Marion C Moore Traditional High School

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Vernita Nelson