Virginia Gonzalez Salinas
La Habra
Summary
Dynamic and detail-oriented Centralized Case Manager Coordinator at Planned Parenthood, skilled in case management and clear communication. Successfully enhanced patient support through effective collaboration and critical thinking, ensuring timely follow-ups and comprehensive care plans. Proven ability to manage high caseloads while maintaining HIPAA compliance and fostering a positive team environment.
Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
Work History
Centralized Case Manager Coordinator
Planned Parenthood
05.2024 - Current
- Coordinated patient intake processes to ensure seamless service delivery.
- Developed and maintained comprehensive case files for patient tracking and follow-up.
- Collaborated with healthcare providers to facilitate referrals and resource access.
- Conducted regular assessments to evaluate patient needs and program effectiveness.
- Reviewed lab results for patients and notified patient's of positive and negative test results.
- Assisted patients with obtaining any follow up care needed.
- Obtained prior authorizations for prescriptions as needed.
- Assisted patients with follow up care after vasectomy procedures and provided results.
- Processed faxes for referrals and lab orders.
- Provided patient education in regards to birth control instructions and STI infection prevention.
- Worked closely with Labcorp to reconcile lab results as needed.
- Assisted healthcare providers with notifying patients of HIV test results.
- Provided assistance with prescriptions when needed.
- Assisted patients in obtaining follow up appointments with primary care provider after being discharged from the ER
- Worked alongside call center to assist with phone calls from patient's insurance plans.
- Submitted insurance verification forms and verified Medi Cal eligibility for patients.
- Worked side by side with RN's to assist patients with any medical questions or advice needed.
- Enhanced team efficiency through effective coordination of case manager assignments and workload distribution.
- Managed high caseloads effectively while maintaining close attention to detail and accuracy in documentation.
- Championed a positive work environment by fostering open communication channels among colleagues at all levels within the organization.
- Collaborated with healthcare professionals to develop personalized care plans that addressed clients'' unique needs.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Assisted clients in crisis situations by providing immediate intervention and connecting them with relevant resources.
Call Center Representative
Planned Parenthood
04.2022 - 04.2024
- Managed high-volume inbound calls, providing exceptional customer service and support.
- Resolved customer inquiries effectively, ensuring satisfaction and loyalty.
- Documented customer interactions accurately in CRM system for future reference.
- Collaborated with team members to streamline call handling processes and improve response times.
- Trained new representatives on company policies, procedures, and customer engagement techniques.
- Handled escalated issues with professionalism, maintaining a calm demeanor under pressure.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Sales Associate
JCPenney
05.2015 - 03.2020
- Delivered exceptional customer service to enhance client satisfaction and loyalty.
- Assisted in maintaining inventory accuracy through regular stock checks and replenishment.
- Collaborated with team members to achieve sales targets and optimize store performance.
- Trained new staff on product knowledge and effective sales techniques for improved team efficiency.
- Participated in regular training sessions to stay current on product knowledge and industry trends.
- Managed cash handling procedures accurately, maintaining proper accountability for daily financial transactions.
- Maintained specialized knowledge of departmental merchandise to support customer questions and inform buying decisions.
- Exceeded prescribed quotas for new credit account sign-ups and loyalty program participation.
- Increased customer satisfaction by actively listening to their needs and providing tailored product recommendations.
- Greeted customers and provided outstanding customer service.
- Helped customers complete purchases, locate items, and join reward programs.
Menswear Associate
Macys Department Store
09.2007 - 07.2011
- Assisted customers in selecting menswear, enhancing overall shopping experience and customer satisfaction.
- Maintained knowledge of current fashion trends, providing personalized style recommendations to clients.
- Organized merchandise displays, ensuring alignment with brand standards and visual merchandising guidelines.
- Processed transactions efficiently, minimizing wait times during peak hours and improving customer flow.
- Collaborated with team members to execute promotional events, driving store traffic and increasing sales volume.
- Assisted customers in making informed decisions, resulting in increased satisfaction and loyalty.
- Operated cash register to complete cash, check and credit card transactions.
- Kept neat and organized apparel section by folding clothing on proper shelves and hanging up clothing on proper racks.
- Opened and closed cash registers by counting money, separating charge slips, balancing cash drawers and making deposits.
- Maintained loss prevention standards by monitoring and observing customers on sales floor.
- Used POS system to process sales, returns and exchanges.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
No Degree - Fashion Marketing
Fullerton College
Fullerton, CASkills
- Clear communication
- Documentation proficiency
- Emotional awareness
- Critical thinking
- Organization and multitasking
- Direct patient care
- HIPAA compliance
- Team collaboration
- Active listening
- Case documentation
- Verbal and written communication
- Patient support
- Patient assessments
- Data entry and analysis
- Documentation and reporting
- Email and telephone etiquette
- Case management
- EMR / EHR
- Insurance regulations
- Ethical practice
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Centralized Case Manager Coordinator
Planned Parenthood
05.2024 - Current
Call Center Representative
Planned Parenthood
04.2022 - 04.2024
Sales Associate
JCPenney
05.2015 - 03.2020
Menswear Associate
Macys Department Store
09.2007 - 07.2011
No Degree - Fashion Marketing
Fullerton College