Oncology Care Partner - Thyme Care - Remote
(2025-05 - 2026-03)
- Conducted comprehensive assessments of oncology patients' emotional, physical, and social well-being through inbound and outbound calls, documenting health updates such as new diagnoses and medication changes.
- Connected patients with essential support resources, including durable medical equipment, food programs, and financial resources
- Conducted detailed patient assessments and documented clinical and social updates to support care coordination and workflow continuity
- Managed time-sensitive requests while balancing multiple priorities in a fast-paced remote environment
- Maintained accurate documentation and communication using healthcare systems and secure messaging tools
- Supported workflow improvement and coordinated service delivery with internal and external stakeholders
Customer Support Specialist - Southwest Airlines - Houston, TX
(2019-03 - 2024-03)
- Investigated and resolved customer cases from initiation through resolution, maintaining accurate documentation.
- Analyzed recurring claim issues, identifying root causes to enhance process accuracy and reduce repeat concerns.
- Coordinated across departments to resolve escalated issues, ensuring timely communication.
- Trained and supported new team members on systems, documentation standards, and operational workflows.
Support Specialist - Emergency Housing Respite Program, Mental Health Association - Springfield, MA
(2015-11 - 2021-08)
- Maintained confidential documentation, financial records, and compliance files to ensure organizational integrity and adherence to standards.
- Coordinated effectively with state agencies, care teams, and service providers to meet and support client needs.
- Conducted real-time mental health assessments to identify risk factors including suicidal ideation, self-harm, and acute distress
- Trained and onboarded new team members across the organization, improving team readiness and consistency
- Assisted in medication distribution, ensuring adherence to health and safety compliance standards, and managed crisis situations with clear documentation and communication
- De-escalated high-risk situations through active listening, grounding techniques, and safety-focused communication
- Developed and implemented individualized care plans in collaboration with clients and care teams
- Supported scheduling and workforce coordination to ensure adequate coverage and efficient operations
- Assisted with timecard review and closeout, ensuring accuracy and compliance
Family Specialist / Case Worker - New England Farm Workers Council - Springfield, MA
(2017-10 - 2019-10)
- Assisted clients in obtaining necessary documentation for state insurance, housing programs, EBT, and public assistance, ensuring smooth application processes and eligibility compliance.
- Cross-functional collaboration
- Acted as a go-to resource for team members
- Coordinated follow-ups and appeals to address and resolve eligibility issues and application denials, improving client access to essential services.
- Conducted financial recovery and budgeting workshops, empowering program participants with essential financial management skills.
- Successfully supported clients in clearing rental histories, expunging court records, and restoring eligibility for housing placement.
- Connected clients to essential resources including childcare vouchers, employment support, and community-based assistance programs
- Provided trauma-informed support to individuals facing substance use and behavioral health challenges, promoting recovery and stability
- Led community outreach initiatives, including toy drives and holiday meal distributions, benefiting underserved families
