Jayla Shakesnider

• Developed strong organizational and communication skills through coursework and volunteer activities.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Manage and create excel spreadsheets to organize individual and organizational donor accounts.
• Verify/maintain accurate donor contact information
• Input activities/task into Salesforce to document actions taken to cultivate stewardship in donor accounts.
• Created recruitment flyers to assist in advertisement of volunteer roles
• Researched and contacted organization, foundation, and health providers to inform them of the American Red Cross mission and explain the benefits of being a health professional volunteer with our organization
• Established relationships with health professionals that enabled American Red Cross advertisements to be broadcasted within partners' websites and mass internal email blast
• Performed updates to regional Red Cross organizational website.
• Provide excellent customer service through multiline telephone and face to face interaction as front desk associate. Directed calls to appropriate Red Cross department and provided resources that may help customer outside of Red Cross services.

Supervisor: Veronica Ochoa Ph: 707-712-3749

• Facilitate a learning environment that meets each student's individual academic and behavioral needs
• Administer positive reinforcement via Positive Behavior Interventions and Supports (PBIS) system
• Provide academic and behavioral support to a Special Education student.
• Work closely with district teachers and other support staff to meet the needs of the student in the home and out in the community.
• Ability to communicate professionally with co-workers, school employees, parents, and students at all times is key.
• Maintain a safe environment for all individuals.
• Ability to work independently and collaboratively, as needed.
• Willingness to learn new skills.
• Ability to adapt to unpredictable environments and use sound judgment.
• Data collection
• Quickly identified problematic changes in patient behavior and progress by closely monitoring patients and keeping detailed records.
• Identified issues, analyzed information and provided solutions to problems.

Supervisor Teipo Talolo Ph: 415-504-5470

• Complete case management assessment on all clients entering caseload, develops, implements and revises individual case plans and consistently monitors progress toward goals.
• Provide on-going supportive and/or case management functions in accordance with problems, needs and strategies identified within case plan in order to help clients achieve stated goals and objectives. This includes communicating regularly with probation officers, social workers and family members, regarding client’s treatment progress, etc., when appropriate
• Works with clinical supervisory assistance to evaluate possible courses decisions regarding client status and makes decisions where there is no opportunity to seek supervisory assistance
• Consults and cooperates with community systems to facilitate linkage, referral, crisis management, advocacy, and follow up with focus on attaining treatment goals
• Contacts guest within 2 business days and schedules intake meeting after receiving referral.
• Maintains client and program records in accordance with applicable standards and regulations, grant requirements, etc.
• Maintains high level of ethical conduct regarding confidentiality, dual-relationships, and professional stature
• Participates in continuing education activities, remaining knowledgeable in area(s) of expertise
• Attends weekly case consultation meetings and monthly trainings; meet regularly with clinical supervisor to exchange pertinent information and receive supervision
• May be required to assist in crisis intervention
• Must maintain caseload of participants at any given time
• In partnership with Program Manager, follow and implement all policies and procedures of BVHP
• Establish and maintain positive working relationship with employees, volunteers, and management
• Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs

Supervisor: Rob Strahan Ph: 415-430-6313

• Develop comprehensive Individualized Service Plans. Document all assessments and interventions as occurred. Maintain electronic databases, including CODI.
• Provide assessment, counseling and referral for completion of legal documents such as joint guardianship agreements, Durable power of Attorney, and wills.
• Provide friendly and prompt customer service to residents, vendors, and internal staff
• Participate in development and maintenance of continuous quality improvement systems.
• Assist in development and implementation of program activities, workshops, support groups, and presentations for program participants.
• Participate in development, planning, and implementation of family activities program consistent with family abilities and preferences including direct supervision of activities program.
• Participate in case conferences, staff meetings, in-service and other trainings as well as meetings for improvement of agency.
• Provide direct supervision of volunteers in activity program.
• Complete client and program documentation as required.
• - Other duties as assigned- facility/auto maintenance support.
• Serve as liaison with collaborative partners including local hospitals, agencies, and therapeutic programs to coordinate care.
• Develop and implement outreach within HIV services community to track and re-stabilize lost to care patients in their medical home.
• Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
• Inspect apartments for move-ins, move-outs, and housekeeping with ability to identify deficiencies.
• Completed final move-out walk-throughs with tenants to identify required repairs
• Interview prospective residents, show units, explain agreements and grievance procedures.
• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services
• Introduced prospective tenants to types of units available and performed tours of premises
• Process applications for housing and annual recertification as required
• Strong customer service skills with focus on developing and cultivating relationships with new and existing clients

Supervisor: Kelly Ph: 279-399-8012

• Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
• Interacted with customers by phone, email or in-person to provide information.
• Handled client correspondence and tracked records to foster office efficiency.
• Respond to applicant's inquires via pone and email
• Assist in recruiting census workers and scheduling application tests
• Process Employee payroll and personnel actions
• Provide general administrative support
• Perform manual hand assembly task
• Box and log material for storage or other disposition
• File materials according to established system requiring initial review, remove items not applicable, organize items in prescribed order and record identity of materials
• Contact respondents to collect data and perform analysis of data; resolving questionable data responses
• Perform various transcription operations, transcribing data to schedule, forms, or other records

Supervisor Crystal Ph: 530-409-9369

• Review and prioritize incoming coverage determination and re-determination requests
• Perform faxing and proper logging of incoming faxes related to coverage determination and redetermination requests
• Research claim reject messaging associated with coverage determination and redetermination requests for pharmacist review
• Configure coverage determination and redetermination outcomes in adjudication system, per contract terms or upon client request
• Respond to routine inquiries and correspondence regarding coverage determinations and redeterminations with members, providers, and pharmacies as applicable for specific clients and log all communication in customer service tracking module
• Scan and file electronically all paperwork associated with coverage determinations and redeterminations
• Compile data/supporting detail for reporting/response to IRE for Medicare clients
• Compile coverage determination and redetermination documentation for auditing purposes
• Maintain confidentiality of patient and proprietary information

• Greet members, prospective members and guests, providing exceptional customer service.
• Handle all front desk related activities including:
• Answer phones in a friendly manner and assist callers with a variety of questions.
• Check members into the system.
• Take prospective members on tours.
• Sign up new members calculating rates and monthly payment amounts.
• Assist the Club Manager in counting out the drawer as needed.
• Facilitate needed updates to member’s accounts.
• Respond to member questions and concerns in a timely and professional manner and elevate to Assistant Manager or Club Manager as needed.
• Assist in maintaining the neatness and cleanliness of the club.
• Completing daily assigned within first hour of your shift.
• Helping complete priority cleaning list each day.
• Completing walk-around and bathroom checks periodically.
• Helping complete any special cleaning projects as needed.
• Other duties and responsibilities based on club needs.

Supervisor: Veronica Hayden Ph: 916-307-7532

• Respond to all member inquiries related to Commercial, Exchange, and/or Individual plans via telephone, email, or fax.
• Assist members, providers, and brokers with claims-related billing questions and issues as needed.
• Work with department staff to help resolve member issues to ensure resolution within prescribed timeframes.
• Accurately record and refer appeals and grievances according to department protocols and procedures.
• Educate members on Advantage Referral Program, Western Health Advantage's website, and online member tools available to them.
• Meet department standard of 100% of all calls taken documented into system of record.
• Meet department standards related to performance and attendance.
• Manage difficult or emotional customer situations, responds promptly to customer needs, solicit customer feedback to improve service, respond to requests for service and assistance, and meet commitments.
• Ability to use tact, discretion and courtesy in dealing with clients, public, and others encounters in course of work.
• Perform other duties and special projects as assigned.
• Required to stand; walk; sit; use hands to finger, handle, or feel objects; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or occasionally lift or move up to 10 pounds.
• Explain finance and accounting details to members and instruct them on how to properly pay their monthly premium.

Supervisor: Darla C Ph: 916-861-7016

• Performed on top team in call center called Arizona resolutions handling repeat calls concerning eligibility, billing, and claims.
• Provided those customers resolution to their issues within 3 business days.
• Maintained clean and sanitary work area at all times.
• Respond to telephone or written correspondence via email inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.
• Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.
• Record pertinent information in computer system resulting from call and complete other related work as assigned.
• Document all activities for quality and metrics reporting through Customer Relationship Management (CRM) application Process written customer correspondence and provide appropriate level of timely follow up.
• Maintain performance and quality standards based on established call center metrics including turn-around times.
• Review and correct on going claims concerns efficiently utilizing claims operation manual.

Ph: 916-364-6610

• Provide customer service in call center environment including greeting customers, establishing rapport, and projecting professional tone.
• Search case information in various computer databases including state MEDS system and answering questions based on that information.
• Record pertinent information in computer system resulting from call and complete other related work as assigned.
• Enroll Medical beneficiaries into Managed Care Plans that are available in their county of residence.
• Explain coverage that beneficiaries may have.
• Refer customers to third parties such as their county eligibility worker for more plan information.

Supervisor: Brittany Ph: 916-830-9603

• Research and resolve issues via phone, email, and written correspondence.
• Handle all levels of mortgage servicing: payments, escrow analysis, insurance, tax and default.
• Work in fast-paced structured environment following key performance metrics with high emphasis on quality and productivity.
• Provided first call resolution and root cause analysis.
• Complete other duties and project as assigned by management while keeping customer satisfaction as my focus.
• Collected member loan payments.

Supervisor: Ken Ph: 800-300-1506

• Provided one call resolutions to consumers with complex and sensitive health insurance and income eligibility inquires by responding to customer request for product, services, and company information. Provided desired information by researching and exploring answers and alternative solutions.
• Uphold HIPPA law enforced by U.S department of health and human services.
• Safeguard direct/indirect Federal Tax information.
• Collaborate with third parties such as all California counties and other Qualified Health Providers.
• Demonstrate good judgement on when to escalate issues that need further resolution to next level support.
• Document all calls in Customer Relationship Management database.
• Established strong report with customers to build trust