LEAD CASE MANAGER RESUME EXAMPLE

Job Summary: 

• Assist with the operations of the Case Management department, including daily assignments, scheduling, and employee timesheets.
• Identify, address and refer issues to department and facility leadership in a timely fashion.
• Participate in leadership meetings, organize, participate, and contribute to CM staff meetings, patient care conferences and other committees.
• Assist CM Leadership in orienting new employees and ongoing training/education of CM Staff.
• Participate in hospital or departmental performance improvement activities, and seek opportunities to improve department and interdepartmental processes.
• Assist CM Leadership in ensuring that best practices/interventions/discharge planning are up to the current Enterprise/Industry Standards.
• Assist CM Leadership in coaching and staff development programs for all CM Staff.
• Assist CM Leadership in chart audits for performance improvement initiatives.
• Manage Surgical Tracking Board for daily surgery schedules.
• Champion Observation Management Program by ensuring timely admission and discharge of observation/outpatient status patients.
• Act as the Point of Entry Case Manager by evaluating appropriate patients who can be discharged to home or PAC facilities from the ER.
• Review patient complaints/grievances and provide CM Leadership/Facility Leadership feedback.
• Participate in Revenue Integrity Functions such as High Dollar Patient audits and meetings, etc.
• Perform special assignments/projects delegated by CM/Facility Leadership.

Skills on Resume:

• Case Management (Hard Skills)
• Workforce Scheduling (Hard Skills)
• Team Communication (Soft Skills)
• Employee Training (Soft Skills)
• Quality Improvement (Hard Skills)
• Care Coordination (Hard Skills)
• Team Coaching (Soft Skills)
• Patient Throughput (Hard Skills)

Job Summary: 

• Oversee and supervise a holistic, strength-based family case management component that is in line with NEW's mindset.
• Supervise the day-to-day activities of Prosperity Coach and Navigator positions.
• Support the Program Manager in overseeing and directing the day-to-day functions of Intensive Services.
• Provide direction, support, and guidance to all intensive services staff, in-house and co-located.
• Develop a systematic approach for disseminating caseloads to case management staff based on the initial assessment of the client.
• Effectively manage a caseload of the hardest-to-serve clients.
• Facilitate Support Groups, facilitate workshops.
• Provide staff training on relevant issues, including but not limited to confidentiality, mandated reporting, and other relevant issues.
• Collaborate with the Program Manager.
• Review and approve all recommended referrals by case management staff, particularly those referred for mental health and/or substance abuse counseling.
• Meet with the intensive services staff to discuss and review individual cases and to provide general direction.
• Ensure that all Case Managers are maintaining complete, accurate and confidential client files with adequate follow-up.
• Track and report Intensive Services performance data and outcomes to the Program Manager.
• Work closely with the Program Manager and other networks to enhance the services and referrals of program participants.
• Vision and outcome goals, knowledge of programs.
• Facilitate the implementation of intern service learning opportunities.

Skills on Resume:

• Family Case Management (Hard Skills)
• Staff Supervision (Soft Skills)
• Caseload Management (Hard Skills)
• Client Assessment (Hard Skills)
• Group Facilitation (Soft Skills)
• Staff Training (Soft Skills)
• Referral Coordination (Hard Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Supervise the Success Coaches involved in the programs.
• Provide guidance, coaching and support to the Success Coaches as well as part-time staff and students in the program.
• Ensure that program goals and requirements are met by Success Coaches.
• Monitor and ensure the adequate delivery of prevention grant funders.
• Measure the evaluation of outcomes.
• Coordinate and organize special events for the benefit of the students and families.
• Coordinate and monitor all community service learning and other program components.
• Audit children's files to ensure program requirements and mandates are met in a timely manner.
• Oversee the recruitment of youth based on need, complete referrals, as well as set and continually assess coaches and participants.
• Create relationships with the school, child study teams.
• Document and maintain case files in compliance with the grant.
• Conduct assessment, planning, linking, monitoring and their families.
• Complete reports and provide support to meet data entry program requirements.
• Support the Associate Executive Director and Program Director with the operations of all sites.

Skills on Resume:

• Staff Supervision (Soft Skills)
• Coach Mentoring (Soft Skills)
• Program Compliance (Hard Skills)
• Outcome Evaluation (Hard Skills)
• Event Coordination (Hard Skills)
• Community Partnerships (Soft Skills)
• Case Documentation (Hard Skills)
• Program Operations (Hard Skills)

Job Summary: 

• Maintain a framework of policies and procedures set by the Manager, New Business, for team members.
• Establish a collaborative working relationship amongst team members to solicit their views on the working environment, potential changes affecting their work and continuous improvement opportunities and report back to management with concerns.
• Monitor individuals' and the team's progress towards monthly team/department metrics.
• Ensure that service standards are met as defined by the business objectives and resolve any issues.
• Report 'daily dashboard' metrics to management for team results.
• Provide input to the Manager for annual reviews for team members.
• Mentor and support team members to ensure the performance required for the team meets expectations and report back to the Manager, New Business.
• Provide ongoing and consistent timely review, recording and feedback of quality results as identified in case audits, Daily and Weekly Reports, partners' feedback, problem cases and escalations.
• Responsible for active ongoing review of daily operations and processes.

Skills on Resume:

• Policy Compliance (Hard Skills)
• Team Collaboration (Soft Skills)
• Performance Monitoring (Hard Skills)
• Service Standards (Hard Skills)
• Metrics Reporting (Hard Skills)
• Employee Mentoring (Soft Skills)
• Quality Auditing (Hard Skills)
• Operational Oversight (Hard Skills)

Job Summary: 

• Identify opportunities and provide solutions that will optimize processes.
• Ensure BMO Insurance is easy to do business with, improves efficiency and improves or maintains quality.
• Ensure that team members understand the Being BMO vision, as well as support and reinforce targeted behaviours that contribute to BMO goals.
• Engage the department Trainer for coaching of the team.
• Provide input to the creation and implementation of training and development plans.
• Daily review of Management Operating Review, Pending requirements work to reassign/distribute tasks.
• Ensure consistent achievement of SLA’s and defined individual and team productivity goals and effective time and desk management.
• Conduct a weekly review of the pending business to identify cases where additional activities/communications will promote a strong market perception of a proactive service model.
• Daily management of toll-free phone line and email, ensuring response SLA's are achieved and maintained throughout regular hours of operation.

Skills on Resume:

• Process Optimization (Hard Skills)
• Service Quality (Hard Skills)
• Change Leadership (Soft Skills)
• Team Coaching (Soft Skills)
• Training Development (Hard Skills)
• SLA Management (Hard Skills)
• Workload Management (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary: 

• Review and validation of pending cases over 90 days old and take appropriate action.
• Contact the advisor/MGA directly about the outstanding requirements and discuss options on how to move the cases forward to completion.
• Ensure the effective implementation of initiatives and programs through the establishment of an appropriate context and setting of direction for indirect reports by providing relevant information and establishing goals.
• Review progress to plan, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues.
• Escalate significant issues to the Manager, New Business.
• Use work management tools, balance workflow on a daily basis to ensure utilization of resources and adherence to published service standards.
• Effectively and efficiently maintain the daily operation and administration of the team, ensuring VIP Advisors/MGA and National Account needs are met or exceeded.
• Resolve or escalate complaints appropriately in a timely manner.
• Act as the subject matter expert on technical and product matters.

Skills on Resume:

• Case Review (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Program Implementation (Hard Skills)
• Issue Escalation (Hard Skills)
• Workflow Management (Hard Skills)
• Operational Administration (Hard Skills)
• Complaint Resolution (Soft Skills)
• Technical Expertise (Hard Skills)

Job Summary: 

• Ensure business effectiveness and client satisfaction.
• Ensure operations are performed within the compliance requirements of regulators and internal policies.
• Ensure adherence to strict industry rules and regulations.
• Recommend process improvements to the Manager, New Business.
• Ensure that operations remain at peak level and escalate any ongoing concerns that impact the call centre.
• Provide production statistics to the Manager and Head, New Business on a weekly basis and mitigate any issues identified by the statistics.
• Exhibit a strong sense of broker partnership and services, and carry out functions with an extremely high sense of urgency.
• Discuss submission, status and final decisions relating to facultative reinsurance.
• Share sensitive medical information with third parties to fulfil requirements on priority case files.

Skills on Resume:

• Client Satisfaction (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Risk Management (Hard Skills)
• Process Improvement (Hard Skills)
• Operational Efficiency (Hard Skills)
• Performance Reporting (Hard Skills)
• Broker Relations (Soft Skills)
• Reinsurance Coordination (Hard Skills)

Job Summary: 

• Act as the first level of escalation for client complaint issues, responding to and resolving complex inquiries regarding pending applications.
• Proactively communicate and follow up with field representatives to obtain any outstanding requirements.
• Act as a 'working team lead' to meet service standards and deliver the desired client experience.
• Act as a liaison with New Business team leads to offer assistance, to ensure consistent, timely service, accommodate growth, and secure reputation as a leading service provider.
• Ensure priority new business applications are processed in an efficient manner to meet published service level standards.
• Address customer service issues when presented according to established parameters, escalating to the Manager, New Business for resolution.
• Ensure that policies and procedures are followed by all team members to support meeting service level standards.
• Receive, investigate and resolve inquiries from the field and other team members related to specific application files.
• Adhere to all aspects of the First Principles of Code of Business Conduct and Ethics, including individual accountability as it relates to potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.

Skills on Resume:

• Complaint Escalation (Soft Skills)
• Client Communication (Soft Skills)
• Team Leadership (Soft Skills)
• Cross-Team Coordination (Soft Skills)
• SLA Compliance (Hard Skills)
• Policy Adherence (Hard Skills)
• Case Investigation (Hard Skills)
• Business Ethics (Soft Skills)

Job Summary: 

• Responsible for creating a culture of transformation and addressing the individual needs of each program participant.
• Direct, train, and develop the recovery staff team (Case Managers, Recidivism Prevention Specialists, and Counselors) toward program goals by supporting, guiding, and supervising the delivery of recovery program components and ensuring compliance with all New Life Ministries procedures.
• Ensure assigned family group program participants (approximately 12) receive consistent, effective care in compliance with the New Life Ministries manual, foundational ministry principles, and a strengths-based approach to individual and team growth, resulting in achievement of the PRM Ends Statement.
• Facilitate sustained recovery by helping family group program participants experience freedom from addiction through identifying and addressing core struggles using New Life growth tools, peer-to-peer interaction, and other supportive resources.
• Guide family group program participants in discovering purpose and life direction by identifying, cultivating, and applying individual strengths and gifts.
• Support consistent progress across all areas of the program growth plan, including Christian maturity, recovery, life skills, relationships, vocation, and parenting, resulting in appropriate and timely phase advancement toward successful completion of the Restoration program.
• Promote acceptance, fellowship, and service engagement within a local church community by facilitating mentorship from well-suited, mature Christian volunteer staff and integration into external recovery support communities to sustain long-term Christian maturity, recovery, and self-sufficiency.
• Clearly share the Gospel in individual and group settings as women seek spiritual healing and discipleship.
• Maintain a prayerful posture, remaining attentive to the work of the Holy Spirit, following His lead at all times.
• Use biblical principles in addiction recovery, spiritual formation and life skills training so that program participants grow into Christian maturity in all areas of life.

Skills on Resume:

• Transformational Leadership (Soft Skills)
• Staff Development (Soft Skills)
• Program Compliance (Hard Skills)
• Addiction Recovery (Hard Skills)
• Strengths Coaching (Soft Skills)
• Life Skills Training (Hard Skills)
• Faith-Based Counseling (Soft Skills)
• Community Integration (Soft Skills)

Job Summary: 

• Lead SD Growth Team, ensuring consistent best practices in therapy and addiction recovery, working in collaboration with Men's Ministry Growth team to ensure common practices.
• Manage Growth Team staff so each member is developed, supported and equipped to accomplish ministry outcomes.
• Interact with all program participants, volunteer staff and visitors entering SD in a way that consistently reflects the Portland Rescue Mission ministry culture of Highly Relational, Christ-Centered, Joyful Servants.
• Clearly communicate with SD staff regarding the ongoing growth of each program participant through the use of DAP case notes, growth plan, program workflow (Resident Tracker Database), and weekly Participant Review meeting.
• Provide effective peer-to-peer training, equipping and encouraging program participants so that they experience lasting relational and spiritual growth and adopt a life posture of serving others.
• Cultivate a peaceful and calm atmosphere by actively collaborating with staff through conflict or difficult situations, viewing challenges as opportunities.
• Serve as examples for all members of the PRM community, especially in regard to promptly resolving personal conflicts.
• Cultivate grateful service by celebrating God's transformational grace at work in people's lives and the community.
• Oversee the progression and successful completion of the growth plan for each program participant in the family group (case load) by meeting weekly with each participant, using weekly one-on-one documents and providing insight and solutions regarding obstacles to growth.

Skills on Resume:

• Team Leadership (Soft Skills)
• Addiction Recovery (Hard Skills)
• Staff Development (Soft Skills)
• Case Documentation (Hard Skills)
• Peer Training (Soft Skills)
• Conflict Resolution (Soft Skills)
• Program Coordination (Hard Skills)
• Participant Coaching (Soft Skills)

Job Summary: 

• Collaborate with outside agencies, services and providers.
• Ensure care for each family group member, integrating outside services into the Growth Plan.
• Track participant progress in the Resident Tracker database through regular case notes, program enrollments, growth plan progress and completion of workflow.
• Lead weekly Triage and Participant Review meetings (opportunity to collaborate around participant growth).
• Support the learning of all SD participants through classes and groups by utilizing New Life Ministries' curriculum and strategies according to the needs of the community.
• Support ministry coverage at Shepherd’s Door, being available for necessary program operations (e.g,. UA/BA, exits, med call, crisis counseling).
• Oversee all medication approvals for the family group using the Talbott Guide and program policies.
• Manage participant absence request forms by utilizing Outlook Calendar.
• Work in partnership with the Volunteer Department to equip SD volunteer staff (e.,g. mentors) to cultivate relational and spiritual growth of program participants.

Skills on Resume:

• Agency Collaboration (Soft Skills)
• Care Coordination (Hard Skills)
• Progress Tracking (Hard Skills)
• Meeting Facilitation (Soft Skills)
• Curriculum Delivery (Hard Skills)
• Crisis Support (Soft Skills)
• Medication Oversight (Hard Skills)
• Volunteer Coordination (Soft Skills)

Job Summary: 

• Assist in landlord mediation when issues arise between tenants and landlords.
• Collaborate with the Alumnae Services Manager/Landlord Advocate to resolve conflicts, address housing challenges, and locate new housing for Community-Based Services.
• Assist case managers with challenging cases, accompanying staff to home visits.
• Oversee the Community-Based Services staffing schedule and ensure coverage during absences.
• Provide crisis intervention in mental health and/or medical emergencies.
• Work with case managers to ensure goal achievement in the areas of housing, income and health.
• Monitor program outcomes and ensure continuous quality improvement.
• Engage in and provide clinical supervision in both group and individual formats.
• Work with tenants to address issues in order to prevent eviction.
• Manage and distribute petty cash, transit cards, and other resources for case managers.

Skills on Resume:

• Landlord Mediation (Soft Skills)
• Housing Coordination (Hard Skills)
• Case Support (Soft Skills)
• Staff Scheduling (Hard Skills)
• Crisis Intervention (Hard Skills)
• Outcome Monitoring (Hard Skills)
• Clinical Supervision (Hard Skills)
• Resource Management (Hard Skills)

Job Summary: 

• Host team meetings to ensure communication and staff development opportunities for community-based case managers.
• Create systems and documents to improve compliance and time management for staff.
• Regularly review files to ensure timeliness and accuracy.
• Work collaboratively with the Program Data Manager to ensure data quality.
• Comply with HUD guidelines and participate in monitoring/site visits with HUD, the CoC, the Center for Housing and Health and other parties.
• Supervise assigned staff, including their recruitment and selection, scheduling and job assignments, facilitation of individual/group supervision, development and training, performance evaluation, recommending salary, disciplinary and other personnel actions in accordance with relevant policies and procedures.
• Maintain required professional knowledge and job skills, particularly related to evidence-based practices and special populations, including motivational interviewing, mental illness and addictions.
• Attend and participate in required education programs and staff meetings.
• Represent Deborah's Place mission and values to participants, tenants and visitors.

Skills on Resume:

• Team Facilitation (Soft Skills)
• Compliance Systems (Hard Skills)
• File Review (Hard Skills)
• Data Quality (Hard Skills)
• HUD Compliance (Hard Skills)
• Staff Supervision (Soft Skills)
• Evidence-Based Practice (Hard Skills)
• Professional Development (Soft Skills)

Job Summary: 

• Supervise Case Managers and interns to ensure all interactions align with the trauma-informed, strengths-based program design.
• Provide ongoing program evaluation, data tracking, random audits, and reporting to offer recommendations to the Housing Coordinator.
• Ensure continuous contract requirements and program development and quality are met.
• Responsible for providing support to staff and clients related to to day functioning of the program.
• Carry out by teaching, training, supporting, coaching, and acting as a check and balance.
• Apply effective case management techniques, including communication and conflict resolution skills.
• Assist with developing and maintaining partnerships with outside agencies to increase service potential for client success.
• Support weekly staff meetings when the Housing Coordinator is not available.
• Assist in the resolution of case-specific obstacles, reducing the client's potential progress.
• Demonstrate exceptional customer service by placing the child, family, Veteran, or client first to support the mission to empower people to build better lives for themselves, their families and their communities.

Skills on Resume:

• Case Supervision (Soft Skills)
• Program Evaluation (Hard Skills)
• Contract Compliance (Hard Skills)
• Staff Support (Soft Skills)
• Case Management (Hard Skills)
• Conflict Resolution (Soft Skills)
• Agency Partnerships (Soft Skills)
• Client Advocacy (Soft Skills)

Job Summary: 

• Supervise designated Case Manager II positions to include development and tracking of performance goals, ongoing communication through regular individual and team meetings, coaching for optimal performance, regular staffing sessions to discuss client issues and progress, and input regarding particularly complex cases.
• Ensure precise and accurate documentation of case management services, including client files and entries into the program databases.
• Coordinate with a variety of internal and external stakeholders to meet program needs and avoid duplication of services.
• Provide community resource referral updates to Case Managers.
• Establish and maintain a positive relationship with families while adhering to professional boundaries.
• Maintain positive relationships with all volunteers and groups.
• Make certain that families have the necessary resources, information, and support to move towards stability.
• Ensure that families adhere to the rules and agreements of the program and administer consequences, according to program policy.

Skills on Resume:

• Case Supervision (Soft Skills)
• Performance Coaching (Soft Skills)
• Case Documentation (Hard Skills)
• Stakeholder Coordination (Soft Skills)
• Resource Referrals (Hard Skills)
• Family Engagement (Soft Skills)
• Volunteer Relations (Soft Skills)
• Program Compliance (Hard Skills)