Heather Rosa
Atlanta
Summary
Adept at workload balancing and fostering customer relationships by staying personable, professional and true to one's self. My experience spans enhancing team performance and client satisfaction, coordinating projects, streamlining operations, and ensuring HIPAA compliance, significantly contributing to operational efficiency and client advocacy.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Unit Work Coordinator & Project Manager
Side By Side Clubhouse - Shepherd Center
08.2021 - Current
- Maintained professional, organized, and safe environment for employees and members, while continue to motivate and be engaged in daily unit tasks.
- Accomplished multiple tasks within established timeframes.
- Served as the main point of contact for project-related inquiries or updates, that includes in house events and planning.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Work side by side with clients to create, coordinate and support personal goals for personalized service plans.
- Served as an advocate for clients needing assistance with, but not limited to the following: housing, jobs, mental health support, brain injury support, scheduling doctor appointments, etc.
- Developed effective training materials for new employees to expedite their understanding of job responsibilities and improve overall performance.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Ensured compliance with regulatory requirements by performing regular chart audits and staying up-to-date on business standards.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
Patient Care Advocate
Cigna
11.2020 - 08.2021
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Resolved problems with communication and billing to foster seamless services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Accessing and maneuvering through multiple computer systems at one time.
- Knowledge of pharmacy benefit management systems ( CRM, E-SD, and RX Home systems)
Intake Administrative Assistant & Unit Coordinator
AIM Center
05.2018 - 11.2020
- Enhanced client satisfaction with timely and accurate data entry for new patient information.
- Handled sensitive information discreetly, adhering to HIPAA regulations and maintaining strict confidentiality standards.
- Reduced errors in record-keeping through rigorous attention to detail when inputting or updating patient files.
- Managed daily office tasks such as mail distribution, supply inventory maintenance, and appointment confirmations.
- Maintained strict adherence to privacy regulations by securely handling sensitive patient information throughout the intake process.
- Collaborated with multidisciplinary teams to develop comprehensive patient treatment plans, resulting in better outcomes.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Provided exceptional customer service during phone and email interactions with prospective students and their families, addressing concerns promptly and professionally.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
Case Manager I
Department Of Children's Services, State Of TN
05.2017 - 05.2018
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- 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.
- Provided in-home counseling and support services to children and parents while maintaining healthy professional boundaries.
Adolescent Case Manager
Mental Health Cooperative
10.2014 - 05.2017
- Advocated for clients in various settings, ensuring their voices were heard and their rights protected.
- Improved communication between families, schools, and community agencies by acting as a liaison to ensure cohesive care.
- Increased access to resources by identifying appropriate services for adolescents and their families, promoting self-sufficiency and autonomy.
- Maintained a caseload of more than 65 children with various mental health disorders from the ages of 3-19.
- Provided comprehensive care management services, including but not limited to the following: creating goal- oriented treatment plans, in- home counseling services, school- based therapy meetings.
- Conducted intake assessments and phone interviews for potential new clients.
- Provided crisis intervention services when needed, de-escalating situations effectively and connecting adolescents with appropriate support systems.
- Helped families develop therapeutic strategies conducive to healthy child development.
Assistant Store Manager
Carter's Babies & Kids
10.2007 - 05.2017
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Interviewed, hired and trained potential new employees on company policies, procedures, and best practices to ensure their success within the organization.
Education
Bachelor of Science - Psychology
Middle Tennessee State University
Murfreesboro, TN12-2014
Skills
- Workload balancing
- Task delegation
- Scheduling coordination
- Assertiveness
- Case documentation
- Problem-solving
- HIPAA compliance
- Customer service
- Data entry
- Strong organization
Certification
- ServSafe Food Manager Certification
- First Aid Certification
- CPR/AED Certification
- Certified Case Manager I by the state of TN
- QPR- Suicide
Timeline
Unit Work Coordinator & Project Manager
Side By Side Clubhouse - Shepherd Center
08.2021 - Current
Patient Care Advocate
Cigna
11.2020 - 08.2021
Intake Administrative Assistant & Unit Coordinator
AIM Center
05.2018 - 11.2020
Case Manager I
Department Of Children's Services, State Of TN
05.2017 - 05.2018
Adolescent Case Manager
Mental Health Cooperative
10.2014 - 05.2017
Assistant Store Manager
Carter's Babies & Kids
10.2007 - 05.2017
- ServSafe Food Manager Certification
- First Aid Certification
- CPR/AED Certification
- Certified Case Manager I by the state of TN
- QPR- Suicide
Bachelor of Science - Psychology
Middle Tennessee State University
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