Melanie Mendez
East Stroudsburg
Summary
Dedicated 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.
Overview
15
15
years of professional experience
Work History
CHIPP Case Manager
Carbon-Monroe-Pike MHDS
07.2023 - Current
- Maintained accurate documentation on all cases.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Fostered open lines of communication with clients' families and support networks, involving them in the case management process as appropriate.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
Front Desk Specialist
Bartonsville Health Center
05.2022 - 07.2023
- Greet and engage with patients as they enter the facility and direct them to correct area for appointments.
- Check in, assist patients, answer phone calls, and address any inquiries from patients.
- Keep patient appointments on schedule by notifying providers of patient's arrivals as well as notifying patients of any delays regarding appointments.
- Register patients and ensure that all demographic and insurance information is correct.
- Obtain payments for any balances patients may owe.
- Call insurance companies to verify status and eligibility.
- Show compassion when communicating with patients providing information about care.
- Schedule exams and reschedule appointments when necessary.
- Protect patients' rights by maintaining confidentiality of their medical, personal, and financial information.
- Process release of information requests according to HIPAA regulations.
- Contribute to our team's success by adequately working on workqueues and E-care.
Customer Care Lead
Raymour and Flanigan
08.2015 - 05.2022
- Multi-task within a fast-paced environment by handling multiple responsibilities, balance customer priorities, and proactively resolve escalated customer issues.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Refer any unresolved customer grievances to designated departments for further investigation.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Manage employee schedules and ensure that department is adequately staffed during peak times.
- Monitor employee performance and note areas for improvement and meet directly with the team member to discuss their performance.
- Work closely with new team members to instruct them on company policies and best practices for resolving customer calls/issues.
- Identify opportunities to enhance internal processes by gathering data related to customer contact and interactions and preparing reports.
- Determine charges for services requested, collect deposits or payments, and arrange for billing.
Online Cashier
ShopRite of Oakland
11.2009 - 08.2015
- Assist customers by providing information and resolving their complaints.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Education
B.A. - Psychology/Child Advocacy
Montclair State University
Montclair, NJ05.2015
Skills
- Exceptional interpersonal skills
- Experience in Microsoft Office and Excel
- Highly responsible and reliable
- Strong attention to detail
- Excellent organizational skills
- Possess a strong work ethic
- Efficient conflict resolution
- Ability to multi-task in fast-paced environment
- Case Management
- Positive Attitude
Timeline
CHIPP Case Manager
Carbon-Monroe-Pike MHDS
07.2023 - Current
Front Desk Specialist
Bartonsville Health Center
05.2022 - 07.2023
Customer Care Lead
Raymour and Flanigan
08.2015 - 05.2022
Online Cashier
ShopRite of Oakland
11.2009 - 08.2015
B.A. - Psychology/Child Advocacy
Montclair State University
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