Zandra Jackson-Osborne
Houston,TX
Summary
Compassionate and dedicated Master of Social Work (MSW) professional with specialized experience in hospice care, case management, and mental health services. Skilled in supporting patients and families through end-of-life transitions, grief processes, and complex psychosocial needs. Proven ability to coordinate interdisciplinary care, advocate for patient dignity, and connect families to critical community resources. Currently preparing for LMSW licensure with a strong commitment to ethical, patient-centered care in hospice and palliative settings.
Diligent Social Worker known for fostering positive relationships between patients and families. Proven ability to navigate complex healthcare environments and facilitate effective communication. Demonstrated empathy and problem-solving skills to ensure patient and family satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Family Liaison
AccentCare Hospice
Houston, TX
05.2025 - Current
- Provide emotional support and guidance to patients and families navigating end-of-life care.
- Educate families on hospice philosophy, services, and care expectations.
- Collaborate with nurses, social workers, chaplains, and physicians to ensure holistic, patient-centered care.
- Assist with advance care planning and facilitate communication regarding patient wishes.
- Support families with grief preparation and connect them to bereavement resources.
- Ensure timely coordination of services to meet patient and family needs.
- Improved communication between medical staff and families by serving as a liaison for information exchange.
- Conducted educational sessions for hospital staff on effective communication techniques when working with diverse populations of patients and families.
- Managed difficult situations involving conflict resolution between family members or between family members and medical staff while maintaining professionalism.
Case Manager / QMHP
Calabri Health
Houston, TX
01.2023 - Current
- Conduct comprehensive psychosocial assessments and develop individualized service plans.
- Provide mental health support, coping skills training, and crisis intervention.
- Coordinate care with LARs, schools, and community agencies.
- Link clients to housing, employment, and financial assistance resources.
- Monitor treatment progress and adjust plans to improve outcomes.
- Maintain detailed, compliant clinical documentation.
- **Evaluate client progress regularly and provide feedback to stakeholders regarding treatment effectiveness.**
- **Advocate for clients' rights and access to necessary services in compliance with healthcare regulations.**
- **Develop community resource guides to streamline access for clients needing additional support services.**
- These statements reflect common responsibilities of a Case Manager while aligning with the operational context of Calabri Health, emphasizing practical tasks that demonstrate competence in managing client needs effectively within a healthcare setting.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
Certified Nursing Assistant (CNA)
Ultra Staffing
Houston, TX
10.2009 - Current
- Provide direct patient care including hygiene, feeding, mobility, and comfort support.
- Deliver compassionate care to patients with chronic illness and end-of-life needs.
- Monitor and report changes in patient condition to nursing staff.
- Assist with activities of daily living while preserving dignity and respect.
- PRN
Sales & Marketing Representative
Always Best Care Senior Services
Houston, TX
06.2017 - 01.2023
- Built and maintained relationships with families seeking senior and assisted living care.
- Educated clients on care options, including long-term and hospice-related services.
- Coordinated community outreach and healthcare networking events.
- Recruited, trained, and supported CNAs and caregivers.
- Collaborated with leadership to enhance patient satisfaction and service delivery.
- Based on the provided work history, here are six original resume statements for a Sales and Marketing Representative at Always Best Care Senior Services. These statements reflect high-impact responsibilities likely missing from the existing work history while mirroring the user's writing style:
- Engaged in regular communication with referral sources to strengthen professional relationships and increase referrals.
- Attended industry trade shows to network with potential customers, generating new leads and opportunities for business growth.
- Exceeded quarterly sales targets through diligent follow-ups, customer-focused solutions, and persuasive negotiation skills.
Pre-Admission Testing Scheduler
Houston Orthopedic and Spine Hospital
Houston, TX
02.2006 - 03.2015
- Coordinated scheduling for physicians and ensured efficient patient flow.
- Verified insurance and obtained authorizations for procedures.
- Educated patients on pre-procedure requirements and expectations.
- Maintained accurate records and upheld strict confidentiality standards.
Education
Bachelor of Arts - Social Work
Texas Southern University
Houston, TX05.2021
Associate of Arts - Interdisciplinary Studies
Houston Community College
Houston, TXMaster of Social Work - MSW
University of Texas At Arlington
01-2024
Skills
- Hospice & Palliative Care Support
- End-of-Life Counseling & Grief Support
- Psychosocial Assessments
- Care Plan Development
- Crisis Intervention
- Patient & Family Advocacy
- Interdisciplinary Team Collaboration
- Resource Coordination & Discharge Planning
- Mental Health & Behavioral Support
- Documentation & Compliance (QMHP Standards)
- Grief Counseling & Bereavement Support
- End-of-Life Planning
- Family Systems Support
- Crisis De-escalation
- Cultural Competency in Care
- Ethical Decision-Making
- Trauma-Informed Care
- Deep compassion for patients and families
- Strong communication in emotionally sensitive situations
- Ability to work effectively within interdisciplinary medical teams
- Highly organized with strong documentation skills
- Committed to patient dignity and quality of life
- Quality improvement
- Healthcare
- Cultural history
- Teamwork
- Customer service
- Confidentiality
- Problem-solving
- Time management
- Punctual and hardworking
- Problem-solving abilities
- Multitasking
- Reliability
- Multitasking Abilities
- Caring and empathetic
- Active listening
- Decision-making
- Documenting and recording information
- Patient education
Certification
- Qualified Mental Health Professional (QMHP)
- Certified Nursing Assistant (CNA)
- CPR Certified
- LMSW – In Progress (Texas)
Timeline
Patient Family Liaison
AccentCare Hospice
05.2025 - Current
Case Manager / QMHP
Calabri Health
01.2023 - Current
Sales & Marketing Representative
Always Best Care Senior Services
06.2017 - 01.2023
Certified Nursing Assistant (CNA)
Ultra Staffing
10.2009 - Current
Pre-Admission Testing Scheduler
Houston Orthopedic and Spine Hospital
02.2006 - 03.2015
Associate of Arts - Interdisciplinary Studies
Houston Community College
Bachelor of Arts - Social Work
Texas Southern University
Master of Social Work - MSW
University of Texas At Arlington