Troy Roberts Email & Phone Number

Oakland, Ca, Us

Oakland, Ca, Us

Concord, California, Us

● Provide financial coaching sessions to assess needs and develop specific strategies to resolve financial concerns.● Perform on-going casework and problem-solving techniques for client inquiries and account management.● Conduct periodic workshops for groups of clients on various financial topics.● Collect, track, and report required data using client management database.

Washington, Dc, Us

• Exhibited empathy and compassion to residents while using active listening skills to deescalate tensions and fears related to releasing personal information.• Conducted one-on-one interviews accurately according to government standards and confidentiality procedures.• Worked independently to gather, prioritize, and verify personal information.• Responsible for conducting interviews with previous direct refusals and mitigate problems.• Collected large amounts of data for the state, by conducting one-on-one interviews with residents in designated regions and assigned areas.

Oakland, California, Us

• Led project to conduct expedited quality reviews on medical equipment orders and produced high-quality and accurate results while addressing intricate and sensitive inquires.• Created and applied a variety of project management methodologies, practices, techniques to analyze, assess, and render determinations on complex medical cases within regulatory timeframes.• Ensured benefit denials were documented accurately and processed in accordance with state regulations and compliance standards.• Served as key point of contact and collected, organized, and presented data for internal and external audit projects that ensured compliance and met internal and external regulatory standards.

Oakland, California, Us

• Exceeded the 98th percentile of established quality and productivity standards in all areas of formal grievances, complaints, and appeals• Investigated and collected appropriate data to formulate accurate determinations • Presented multi-layered cases to medical review boards to render determinations on escalated cases• Provided member education via customer telephone contacts in addition to the crafting of formal letters• Resolved member concerns in partnership with internal and external departments (Medical Centers, Durable Medical Equipment, Pharmacy, and Billing) while ensuring compliance with regulatory rules• Ensures appeals are processed in accordance with regulations and compliance standards • Mentored others in preparation for positions of increased responsibility. Participated in departmental meetings, trainings, and audits as requested• Managed the resolution of expedited appeals, Medi-Cal, Medicare Part D, Federal, Commercial, and self-funded coverages, determinations, and redeterminations, as well as complex grievance cases.

• Increased business efficiency by evaluating services and to increase work productivity• Coordinated service dates between customers, equipment vendors, and third party concrete vendors• Managed team of concrete specialist to oversee jobs to completion • Meeting directly with customers to assess needs, desired outcomes, and estimates of service • Provided post follow-up meetings to evaluate customer satisfaction• Researched and ordered supplies to make work more efficient for specialist

• Served as a Liaison facilitating relationships between Peninsula Healthcare Connections and Bay Area Hospitals and clinics to reduce the number of acute clients with chronic hospitalizations, as well as obtain relevant information and encourage referrals to Peninsula Healthcare Connections• Collaborated directly with community-based physicians, psychotherapist, pharmacists, and families to manage clients’ needs• Partnered with hospitals, clinics, and government agencies to coordinate services• Produced 91% client retention; mitigated audit penalties by conducting 160% to expected assessment goals • Maintained yearly program budget and expenses of over a quarter million dollars • Coordinated delivery of psychotropic medications to clients in conjunction with psychiatrists/physicians (required understanding of mechanisms of action/complex drug interactions/potential effects)• Required HIPPA certification and ongoing trainings related to compliance standards/regulation updates• Collaborated with multiple Hospital discharge teams to coordinate effective patient transitions to and from hospitals and locked facilities (IMDs)• Conducted Biopsychosocial assessments and addendums • Used a consultant approach to build meaningful long-term relationships, and promote health services and financial services• Assisted client's with obtaining housing, medication management, scheduling and maintaining appointments

• Supervise juvenile detainees and maintain safety and security of facility • Keep records of activities and dispense medication as directed • Developed preventative measures…• Counsel inmates regarding institutional, domestic or emotional adjustment issues

San Francisco, Ca, Us

• Led weekly triage meetings and coordinated multidisciplinary treatment services including psychiatric, neurological, therapeutic, and medical services • Worked in partnership with staff pediatricians and outside psychiatrists to select appropriate individualized treatments • Increased client base by 90% within the first year of service through outreach, home• Met 100% of mandated documentation goals and exceeded weekly client face-to-face interactions• Persuasive public speaking for bi-weekly community education events• Increased clientele exponentially by meeting clients where they were mentally and incorporating a home visit model to engage clients within the home or community• Focused on the treatment and prevention of the effects of Adverse Childhood Experiences (ACEs) and toxic stress• Conducted biopsychosocial assessments during client intake addendums• Collaborated with client's to create and achieve personal individualized goals

Responsible for leading the work crews and deescalating conflicts• Supervise juvenile detainees and maintain safety and security of facility • Keep records of activities and dispense medication as directed • Counsel inmates regarding institutional, domestic or emotional adjustment problems• Observe for signs of disorder or tension and report/document and counsel

• Earned 100% personal satisfaction rating 5 years consecutively as per client satisfaction surveys • Increased success rates by 26% among clients by implementing communication processes • Provided orientation and education for new employees • Managed therapeutic contracts for all cases, managed deadlines, goals, and maintained individual accounts of nearly a half million dollars• Provided thorough background assessments and documentation to assist psychiatrists and physicians with making informed decisions regarding diagnosis, medications selections, and follow-ups • Grew customer relations by independently expanding services through outreach, increasing work availability, conducting weekly face-to-face meetings, providing psychoeducation, and phone contacts • Collaborated with Public Health Nurses to conduct wellness visits • Participating in Team Decision Making meetings (TDMs) with Human Services Agencies, Individualized Education Plans (IEPs) and assisting client with Hospital/ Physician visits •Facilitated weekly meetings with service providers including psychiatrists, psychologist, individual and family therapist, social workers, probation officers, school staff, and family members/natural supports.

Eastern, North Carolina, Us

• Built rapport with families and enhanced family communication skills• Provided intakes and health assessments of individual needs• Provided support and case management to individuals• Provided crisis intervention and maintain clinical records• Created short term and long-term goals with client's and assisted with follow through• Worked independently and collaborative of other community resources

Greenville, Nc, Us

• Provided direct assistance to surgeons, anesthesiologists, and nurses to aid surgeries and recovery• Followed strict, prescribed surgical protocols; was required to learn medical processes quickly amidst a stressful, fast-paced environment• Maintained an unobstructed operative field using surgical retractors, sponges, and other surgical equipment• Coordinated/ participated in the positioning of patients, using body stabilizing equipment or protective padding to provide appropriate exposure for the procedure and /or to protect against nerve damage or circulation impairments

Cincinnati, Ohio, Us

• Decreased returns by listening to clients’ needs and ensuring that the perfect product was obtained• Commanded the highest retention rate among all sales associates in the region by independently initiating follow-up calls to previous clients obtaining a 92% satisfaction rate• Managed inventory, dispensed newly released eyewear, provided customer service solutions, created lens, and repaired eyewear• Collaborated with Ophthalmologist and Optometrist to fulfill orders within 1 hour

Financial Counselor Certification Program

Project Management

Bachelor'S Degree, Psychology

Bachelor Of Science (B.S.), Public Health Education And Promotion