Miguel Fernández Rivera
Carolina
Summary
To obtain a professional position where I can apply my experience in case management, behavioral health, crisis intervention, and client services to support organizational goals and provide quality services to individuals and families. Eager to contribute strong communication, interpersonal, and problem-solving skills while continuing to grow professionally and expand my knowledge within a dynamic work environment.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Conduent
Remote, PR
06.2025 - Current
- Provided education to clients on Medicare Part A, B and Advantages plan with Humana.
- Managed approximately 35 incoming calls, emails and faxes per day from customers.
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
- Identified customer needs by referring to case notes and examining each as a specific case.
- Uses standard scripts and established guidelines and under supervision, to meet SLAs.
- Gathers all necessary information to update the database.
- Complies with all policies and standards.
Family Reunification Specialist
Caduceus Healthcare
Remote, PR
07.2024 - 03.2025
- Coordinate the completion, preparation, and submission of complex family reunification applications.
- Managed approximately 30 incoming calls, emails from sponsor and headquarters per day.
- Complete a sponsor assessment for a family reunification application request and provide a sponsor suitability recommendation for reunification.
- Communicate program eligibility requirements to sponsors and follow up on case statuses with headquarters or legal agencies.
- Involve the sponsor in planning for individualized services for the child post-release, as appropriate.
- Discuss services that are available for the Unaccompanied child in the potential sponsor community.
- Review identification and other government-issued documents and use systems/technology to detect fraud and human trafficking indicators.
- Maintain accurate, up-to-date case files, database records, and progress reports in accordance with confidentiality and privacy guidelines.
Mental Health Outpatient Therapist
OMNI Health Services
Easton, PA
03.2023 - 03.2024
- Implements and maintains the Integrated Behavioral Health program, philosophy, principles, and procedures in all facets of performance.
- Managed approximately 35 individual therapy sessions weekly.
- Assess or provide therapy, counseling, intervention and/or education to clients in a professional manner.
- Provide clinically appropriate treatment based on mental health assessment and treatment plans.
- Complete timely and accurate documentation.
- Meet audited tested requirements.
- Assure continuous reimbursable sessions for assigned clients.
- Participate in planned supervision and case consultation conferences.
- Provide intensive case management according to client’s needs and connect cl with internal and external resources.
Recruiter
All of Us Research Program
San Juan, PR
09.2022 - 03.2023
- Recruit participants to join “All of Us” research program.
- Provide follow-up through phone calls or email to keep participants engaged with the research.
- Recruit approximately 20 participants daily and managed approximately 15 outbound calls, emails daily.
- Provided guidance about the research study to professional community and participants.
- Guides participants throughout the registration process of enrollment.
Witness and Crime Victims Case Manager
Department of Justice of Puerto Rico
Carolina, PR
01.2021 - 01.2022
- Provided intensive case management services to victims and witnesses of crime.
- Maintained a 45-client caseload, providing consistent weekly one-on-one interventions
- Coordinated comprehensive support services related to victim and witness safety, protection, and relocation.
- Offered emotional support and accompaniment throughout court hearings and legal proceedings.
- Collaborated with prosecutors during judicial processes to advocate for and assist victims and witnesses.
- Educated victims and witnesses regarding their legal rights and the criminal justice process.
Residential Program Instructor
Humanidad, Inc
Hartford, CT
01.2017 - 01.2021
- Provide intensive case management according client's needs, coordinate medical appointments and community integrations activities.
- Managed 7 individual intervention weekly and 5 community activities monthly.
- Implement individual plan based in the Interdisciplinary team’s identification of client needs.
- Recorded data on all identified teaching strategies, behavior plans and report client’s progress needs and any barriers that impede progress.
Social Worker
Department of Family Specialized Research Unit
San Juan, PR
01.2007 - 2017
- Performs investigations related to suspicions of abuse, neglect of adults with disabilities under 17 years of age and people with disabilities.
- Provide intensive case management according minor needs, health needs, medical appointments, family visits, school meetings and court hearings.
- Performed a variety of highly skilled case load services to 30 families.
- Obtained medical, physical, and social histories of clients to provide maximum services to individuals and families.
- Provided counseling services to an assigned caseload of 55 families. Independently prepared case histories, forms, and reports.
- Attended court sessions regarding case or custody matters.
- Discussed with clients, relatives, professional associates and other social welfare agencies regarding case problems. Supervised family visits.
Education
Some College (No Degree) - High Intermediate English Class
Capitol Region Education Services
Hartford, CT12-2018
Master of Arts - Social Work
Interamerican University of Puerto Rico
San Juan, PR05.2010
Bachelor of Art - Social Work
Interamerican University of Puerto Rico
San Juan, PR05.2007
Skills
- Client-centered case management
- Trauma-informed care
- Crisis intervention
- Counseling Support
- Family Support Services
- Safety Planning
- Treatment Planning
- Client Intake and Assessment
- Knowledge of social development across the lifespan
- Active Listening
- Conflict Resolution
- Advocate
Affiliations
Active member of School of Social Work of PR
Certification
Social Work Permanent License issued by Department of State of PR
Additional Information
Available upon request
Timeline
Customer Experience Associate
Conduent
06.2025 - Current
Family Reunification Specialist
Caduceus Healthcare
07.2024 - 03.2025
Mental Health Outpatient Therapist
OMNI Health Services
03.2023 - 03.2024
Recruiter
All of Us Research Program
09.2022 - 03.2023
Witness and Crime Victims Case Manager
Department of Justice of Puerto Rico
01.2021 - 01.2022
Residential Program Instructor
Humanidad, Inc
01.2017 - 01.2021
Social Worker
Department of Family Specialized Research Unit
01.2007 - 2017
Some College (No Degree) - High Intermediate English Class
Capitol Region Education Services
Master of Arts - Social Work
Interamerican University of Puerto Rico
Bachelor of Art - Social Work
Interamerican University of Puerto Rico