Maria Alejandra Caro Email & Phone Number

Mississauga, On, Ca

Toronto, Ontario, Canada

Remote (Under Contract With Idph)

Provided primary oversight of and guidance to the contact tracers and supervisors, while managing day -to-day program operations.Enhanced end-user Salesforce experience by monitoring 15 different Supervisor and Quality Assurance dashboards/reports.Inventory management— acquired and distributed cases to staff and reviewed data on productivity, timeliness, and compliance of cases. Also assessed each completed case, based on factors like symptom history and testing, to determine closure and patient release, if applicable. Communicated directly with Local Health Departments and staff to ensure the identification and management of high-risk scenarios (ie: outbreaks, congregate settings, long-term care facilities, etc)Identified and addressed training and coaching needs with contact tracers on a daily basis, as well as held monthly Individual Performance Reviews to ensure the implementation of any new policies.

- Supervisory role where the main objective is to guide other Covid tracers/agents as they handle inbound and outbound calls and other forms of communication with illinois residentes under investigation. - Directing groups of up to 89 agents simultaneously, guiding them through case management protocols and data entry software (ie: Salesforce), as well as resolving any case specific enquiries.-Responsible for reaching out to people (PUI's) who have been exposed to and/or infected with COVID-19 and providing health education and guidance to interrupt disease transmission. -Communicating directly with local health departments in the state of Illinois in regards to specific cases, resources and concerns to them in the fight against the coronavirus. -Assessing the PUI's current condition, symptom development and other relevant healthinformation to provide instructions for self-quarantine/isolation, and make appropriate referrals to testing, clinical services, and community resources-- especially when cases require especial attention or expertise, ie: outbreaks, hospitalizations etc.

- Received and placed high volumes of calls, to and from patients identified as positive cases of COVID 19, while maintaining solid customer relationships by handling questions and concerns with empathy, confidentiality and professionalism.- Conducted initial (intake) interviews and health assessments (in both Spanish and English), providing instructions on quarantine/isolation guidelines, and tending to individual needs by submitting requests for social resources to the state and other partner organizations. - Data entry— Collected and properly imputed patient-related data, such as demographics, health history and vaccination information. Able to identify and highlight data trends and infection patterns to build COVID tracing maps.

Toronto, Ontario, Canada

Bachelor Of Arts - Hba, Criminal Justice/Police Science

Certificate, Strategic Copywriting

This certificate program focuses on writing short, tight copy for commercial websites, blogs or social media platforms. This with the aim.