Zoe Mares
Albuquerque
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
11
11
years of professional experience
Work History
Case Manager
UNM Medical Group
Albuquerque
07.2024 - Current
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Conducted home visits to assess the safety of living environments for clients.
- Coordinated transportation services for clients who lacked access to reliable transportation.
- Provided crisis intervention support for clients in emergency situations.
- Acted as an advocate for vulnerable populations by advocating for policy changes at the state level.
- Developed individualized care plans with input from clients and their families.
- Counseled clients on available resources within the community that could help meet their needs.
- Monitored client progress through regular follow-up contacts.
Training and Development Coordinator
HME Specialists
Albuquerque
01.2018 - 06.2024
- Trained customer service representatives on the use of their day-to-day applications such as, outlook, Ring Central, teams, contact center, excel, power point and word document.
- Walked them through each step of scheduling appointments for the companies respiratory therapists, APT'S, account representatives, infusion nurses, liaisons, FST's, etc.. To deliver the necessary medical equipment as well as how we would follow up on them to ensure payment of all claims from insurance.
- Educate reps on medical equipment and medical terminology, as well as how to speak and work closely with case managers, referral sources, and physicians daily to answer any questions or provide assistance in getting face to face, demographic and or clinical documents for the approval of needed medical equipment and supplies.
- Created assessments, so representatives can prove they are proficient in all subjects before going to the floor, and well as creating cheat sheets and reference guides, so they have all information needed to refer back to during and after training is completed to make sure they were successful and met all required metrics.
- Analyzed evaluation data from trainings to identify potential improvements or changes in approaches.
- Conducted needs assessments, identified gaps in knowledge, and developed strategies to address them.
- Assisted in revising existing training materials and developing new ones when needed.
- Provided individual coaching sessions to employees on their performance improvement areas.
- Monitored progress of trainees through surveys, questionnaires, and interviews.
- Developed and implemented training programs for new staff members.
Sales Team Leader
Kirby co of NM
Albuquerque
06.2017 - 12.2017
- Used POS systems to process sales transactions, confirm pricing and manage inventory.
- Merchandised products according to planograms and store procedures, arranging featured items in high-traffic areas to boost sales.
- Handled customer complaints with tactful communication and effective conflict resolution.
- Assessed customer needs, provided recommendations and upsold relevant products to increase sales.
- Actively participated in team meetings to share ideas for boosting sales performance and improving overall store operations.
- Supported development of staff through coaching sessions, goal setting, and performance evaluations.
- Met and consistently exceeded sales quotas.
- Answered customer questions about product availability and pricing, promotional offers and store policies.
- Resolved customer issues and complaints in professional and timely manner.
Customer Service Representative
S&p Data
Albuquerque
02.2016 - 06.2017
- Delivered fast and friendly service to handle questions and service complaints.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Managed customer calls efficiently in fast-paced call center environment.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Met personal, team and company goals in customer service environment.
- Informed customers of promotions and special offers to increase sales.
- Anticipated needs and resolved problems to keep customers happy.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Documented, researched and resolved customer service issues.
Cashier Team Lead
Taco bell
Albuquerque
01.2014 - 01.2016
- Worked with store managers to evaluate cashier staffing needs and identify coverage gaps.
- Answered incoming telephone calls to provide information and respond to questions.
- Conducted daily cash audits and reconciled discrepancies with total sales.
- Managed cashier team and ensured smooth daily operations.
- Assisted customers or junior cashiers with returns and price overrides.
- Ensured compliance with all safety regulations and company policies related to cash handling procedures.
- Cross-trained additional employees and adapted workflows to meet current needs.
- Maintained cleanliness of front end area, including registers, shelves, and displays.
- Monitored cash drawers throughout day to maintain appropriate change levels for efficient transactions.
Education
High school diploma/Ged -
CNM
Albuquerque, NM04.2024
Skills
- Organizational Development
- Cross-functional Collaboration
- Data Analysis
- Employee Engagement
- Career Development
- Time Management
- Team Building
- Training delivery
- Microsoft
- Powerpoint
- Excel
- Medical terminology
- HCPCS
- Patient care
- Customer service
- EPIC
- Care coordination
- Client advocacy
- Interdisciplinary collaboration
- Community resources
- Time management
Timeline
Case Manager
UNM Medical Group
07.2024 - Current
Training and Development Coordinator
HME Specialists
01.2018 - 06.2024
Sales Team Leader
Kirby co of NM
06.2017 - 12.2017
Customer Service Representative
S&p Data
02.2016 - 06.2017
Cashier Team Lead
Taco bell
01.2014 - 01.2016
High school diploma/Ged -
CNM