Lizzeth Zermeno
Merced
Summary
Dedicated and results-driven Healthcare Professional with extensive experience in community care coordination, patient advocacy, and navigating complex Medi-Cal systems. Proven track record of managing high-risk caseloads, exceeding monthly performance metrics, and successfully engaging vulnerable populations through face-to-face community events. Skilled at building strong partnerships with managed care plans, coordinating vital resources, and improving patient health outcomes through proactive education, trusted outreach, and crisis intervention.
Overview
8
8
years of professional experience
Work History
Lead Care Manager
Pair Team
Merced
07.2025 - Current
- Caseload Management & Outcomes: Direct care navigation and outreach for a complex 85-patient caseload of high-risk Medi-Cal members enrolled in the Enhanced Care Management (ECM) program, successfully reducing hospital readmissions through proactive education and trust-building.
- Performance Metrics: Consistently met or exceeded a 90% monthly metric goal for successful patient encounters, demonstrating strong organizational skills and persistence in member engagement.
- Coordinated and led monthly in-person community events for face-to-face onboarding, care plan updates, grocery distribution, and hands-on assistance with housing applications and local social services.
- Resource Navigation: Mitigate social determinants of health by connecting members to critical community resources and managing full-cycle transportation and appointment scheduling.
- Maintained meticulous case notes and electronic documentation, ensuring adherence to ECM, Medi-Cal, and health plan compliance standards.
- Partnered with major regional managed care organizations, including Health Plan of San Joaquin, Alameda Alliance for Health, and Gold Coast Health Plan, to streamline care delivery and verify member eligibility.
Disaster Case Manager and Outreach specialist
Merced Catholic Charities
Merced
02.2025 - 07.2025
- Mobile Outreach: Traveled extensively throughout the designated service area to educate the public, meet with prospective clients, and serve as the face of the agency before diverse professional constituencies.
- Educational Workshops: Organized and hosted community workshops and informational sessions designed to educate residents on available public benefits and localized support programs.
- Resource Distribution: Developed and distributed strategic written materials to inform eligible individuals of available services while successfully generating community, financial, and volunteer support.
- Crisis Case Management: Conducted comprehensive, empathetic assessments for disaster-affected clients to identify immediate and long-term social, financial, and physical needs.
- Personalized Action Plans: Formulated tailored recovery and care plans specific to unique individual circumstances, ensuring a clear path to stabilization.
- Direct Resource Placement: Empowered clients by providing immediate crisis information, warm referrals, and hands-on assistance to secure essential resources including food, housing, and emergency transportation.
Lead Residential Counselor
G.L.O.M
Merced
01.2023 - 02.2025
- Re-Entry & Housing Navigation: Facilitated the successful transition of justice-involved clients from county jail into stable, supportive residential housing.
- De-Escalation & Crisis Support: Provided immediate, 24/7 crisis response and successfully de-escalated verbally and physically abusive behaviors to maintain a safe, drug-free therapeutic environment.
- Life Skills & Health Education: Developed and facilitated two weekly curriculum-based classes focused on life skills, social integration, teamwork, and medication adherence.
- Healthcare Coordination: Managed client well-being by coordinating and transporting residents to behavioral health, vision, dental, and emergency medical appointments.
- Team Leadership: Supervised residential staff, delegated daily tasks, designed shift schedules, and provided targeted training to improve staff performance across all shifts (AM/PM/NOC).
- On-Call Responsibilities: Maintained continuous operational readiness by remaining on-call 24/7 every other weekend to support staff and resolve facility emergencies.
- Quality Assurance & Auditing: Conducted comprehensive monthly paperwork audits and updated critical compliance binders, including safeguards, fire/disaster drills, client medical logs, and communication records.
- Logistics & Resource Management: Oversees day-to-day facility logistics, including bi-weekly grocery procurement, meal preparation, client community outings, and strict maintenance of facility cleanliness standards.
- Symptom Management: Assisted high-risk residential clients with daily living activities while actively teaching coping skills to help them manage behavioral health symptoms.
- Rehabilitation Classes: Developed and facilitated bi-weekly life skills classes to prepare clients for independent living and successful community integration.
- Medication Assistance: Educated clients on their prescribed medications and provided direct oversight and support during scheduled medication administration times to ensure strict adherence.
- Academic & Daily Support: Provided individualized assistance with schoolwork, educational tasks, and goal-oriented recreational activities.
Certified Nursing Assistant
Covenant Living of Turlock
Turlock
06.2018 - 01.2019
- Direct Patient Care: Provided compassionate direct care, including assistance with activities of daily living (bathing, grooming, feeding), range of motion exercises, and vital signs monitoring. Provided emotional support and companionship to residents as needed. Educated residents on health management and wellness practices regularly. Participated in training sessions to enhance caregiving skills and knowledge.
- Clinical Communication: Maintained precise patient charts and observed client physical or behavioral changes, reporting critical symptoms or sudden emergencies immediately to the charge nurse. Communicated effectively with families regarding patient needs and care plans.
- Facility Operations & Safety: Ensured a clean, hygienic, and safe environment for residents by executing essential housekeeping tasks and linen management in alignment with facility standards. Managed multiple tasks simultaneously while providing quality care for each patient.
Education
Emergency Medical Technician -
Abrams College
Modesto, CA06-2022
Certified Nursing Assistant -
Merced College
Merced, CA07-2017
High School Diploma -
Hilmar High School
Hilmar, CA06-2017
Some College (No Degree) - Nursing Science
Merced College
Merced, CA07-2026
Skills
- Languages: Bilingual (English / Spanish) — Fluent in written and verbal clinical/community communication
- Outreach & Public Health: Community Resource Coordination, Vulnerable Population Engagement, In-Person Event Coordination, Public Health Education, Trust-Building
- Case & Care Management: High-Risk Caseload Management (85 patients), Enhanced Care Management (ECM) Protocols, Intake & Discharge Coordination, Social Determinants of Health (SDOH) Mitigation
- Crisis & Clinical Support: Crisis De-escalation & Intervention, Emergency Medical Protocols (EMT Trained), Patient Advocacy, Medication Adherence Support, Vital Signs Monitoring
- Compliance & Logistics: Medi-Cal/HIPAA Regulations, Managed Care Plan Relations (HPSJ, Alameda Alliance, Gold Coast), Electronic Health Records (EHR) & Documentation, Multi-System Auditing & Compliance
- Leadership & Collaboration: Interdisciplinary Team Collaboration, Staff Supervision & Scheduling, Program Facilitation & Training
Languages
English
Professional
Spanish
Professional
Timeline
Lead Care Manager
Pair Team
07.2025 - Current
Disaster Case Manager and Outreach specialist
Merced Catholic Charities
02.2025 - 07.2025
Lead Residential Counselor
G.L.O.M
01.2023 - 02.2025
Certified Nursing Assistant
Covenant Living of Turlock
06.2018 - 01.2019
Emergency Medical Technician -
Abrams College
Certified Nursing Assistant -
Merced College
High School Diploma -
Hilmar High School
Some College (No Degree) - Nursing Science
Merced College