MONIKA MANOCHA
Annandale
Summary
Fluent in reading, writing, and speaking Spanish. Expertise in interpreting, interviewing families and determining eligibility for casework. Taking initiative to guide immigrant families in the right direction through conflict resolution, focusing on client and vendor relationships. With 17 years of experience in facilities and service management and escalations, exhibit natural leadership and fluidity, robust and kind communication, and the ability to harmonize with people of various racial, ethnic, socioeconomic and cultural backgrounds, various lifestyles and experiences. Friendly, establish relationships easily and organically with people. Adaptable, enjoy independently multitasking in a constantly changing, high productivity workplace.
Overview
21
21
years of professional experience
Work History
Escalation and Service Manager
Institute for Public Health Innovation
2022.07 - 2022.12
- Assisting medical providers with technical issues relating to the national registry (NR) database
- Verifying medical provider credentials to certify new users of the NR database
- Organizing and prioritizing a large volume of support tickets, emails, & calls in a helpdesk environment
- Resolved customer complaints in professional and timely manner.
- Troubleshooting technical & IT related issues, understanding when issues need to be escalated, & doing so appropriately
- Working in cooperation with other staff members to ensure coverage of all tasks, providing seamless customer service to users and the client
- Preparing daily reports & providing other information to the client as needed
- Maintaining excel workbooks, tracking information on a daily basis
- Participating in team and client meetings as needed
- Assisting with system tickets as needed.
COVID-19 Case Investigator
Institute for Public Health Innovation
2021.10 - 2022.07
- Initiate prompt communication with people exposed to (contacts) or diagnosed (cases) with COVID-19 through text, phone calls, email, and other communication platforms as necessary
- Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic motivational interviewing skills to build rapport and maintain trust with patients of varied backgrounds
- Verify the patient’s identity during initial communications and prior to disclosing confidential information
- Assure confidentiality and carry out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved, in concordance with local data privacy and confidentiality standards
- Obtain and document detailed information regarding patient diagnosis (positive laboratory reports), demographics, COVID-19 symptoms and their onset date(s), clinical course, underlying medical conditions, and other risk factors
- Review case’s self-reported COVID-19 symptom history to determine the time-frame when the patient was infectious and not under isolation, and work with the case to identify close contacts during the infectious period
- Document date, duration, and location of exposure along with name
- Identify community settings that may require further investigation
- Identify inter-jurisdictional exposures
- Identify most appropriate methods for notifying household contacts
- Using the VIIS platform, obtain and document COVID-19 vaccine history
- Provide guidance on COVID-19 control measures and health education, per local protocols regarding isolation or quarantine of individuals from work, school, daycare, or specific activities within a group setting, including what to do if symptoms worsen or new symptoms develop
- Assess contact’s ability to safely and effectively quarantine or isolate at home, with adequate water, food, and other necessities and identify barriers to necessary interventions
- Coordinate referrals for testing, healthcare, and other supportive primary resources (food, masks rental assistance), as needed
- Utilize a computer with appropriate access to required applications, databases, and/or web-based platforms, daily
- Document pertinent information in COVID-19 contact tracing forms, and conduct data entry into health department data/surveillance systems while adhering to protocols for completeness, timeliness, and frequency (platforms used: Teams, Relay, Sara, VEDDS, Teams)
- Collaborate and coordinate with a team of public health professionals (lead management team, case investigators, contact tracers, care resource coordinators known as the Wellness Team) to efficiently complete contact notification and monitoring assignments
- Inform the team and supervisor when attempts to communicate with a contact are unsuccessful
- Elevate complex situations to supervisor for further guidance
- Participate in requisite trainings, regular program meetings and quality monitoring improvement activities in order to ensure and enhance the quality of contact notification activities and program outcomes.
Assistant of Services Manager
Fairfax County Health Department
2011.02 - 2021.10
- Spanish medical interpretation and translations in person, by phone, or video calls for clients, nurses, doctors and Family Assistance Workers
- Interpret for family assistance workers on client/family interviews for eligibility determination
- Interpret for nurses on client medical and psychosocial history interviews, prenatal testing, immunization process, TB testing, prevention, counseling and treatment
- Interpret for doctors on client medical interviews, STD testing and treatment, prenatal routine care and counseling
- Explain and simplify current policies to clients and relevant parties in Spanish
- As per Code of Ethics for Interpreters, client advocacy for public services as needed
- Maintain updated knowledge of community and county resources, and distribute resources as necessary
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Assemble administrative packets for pregnancy testing, psycho-social interviews, community/county resources
- Interpret for family home and phone visits, interviews and surveys for Healthy Families Program and Nurse Family Partnership
- Maintain, organize, format, update database for Healthy Family reports, using Excel and Avatar
- Certified in English and Spanish to teach and interpret classes for proper car-seat safety regulations and hands-on installation techniques based on Virginia Department of Health regulations.
Facility Representative
National Student Clearinghouse
2009.11 - 2011.02
- At the request of participating educational institutions, maintained existing degree and enrollment data by adding, deleting, and correcting information in a central database using Sentry, in accordance with policies
- Relayed degree/enrollment information to commercial customers in the form of verification certificates via email
- Identified customer issues; through research and active communication with schools, determined appropriate corrective actions and provided timely and accurate resolutions to all relevant parties
- Responded to over 1300 inquiries via phone, e-mail, and fax per month
- Processed an average of 4,000 individual degree records from schools each month
- Provided training and presented demos for school staff members in order to enforce accurate and secure data-transmission procedures
- Provided Spanish interpretation for clientele and school registrar staff members.
Human Service Worker
Fairfax County DFS Self Sufficiency
2009.03 - 2009.08
- Interviewed prospective families of a diverse population, and requested and researched documentary evidence as required by established government policies to determine and reassess eligibility for public assistance programs (TANF, Food Stamps, Medicaid, and others) in a timely manner
- Provided on-going case management to various families, with various services, of a diverse population
- Assessed needs of clients and partnered with county agencies to provide appropriate referrals to other services for at-risk families
- Informed and counseled families about accessible public assistance programs
- Independently managed, organized, and updated client information and case-records on a regular basis
- Used ADAPT, VACIS, MMIS, SPIDeR, DMV, VEC, SVEC, APECS, and others in order to verify information and determine eligibility of families
- Responded to family needs through telephone contact, email, and in person
- Provided Spanish-language interpretation for clients and caseworkers.
Facility Manager and Project Specialist
Vigilant Services Corporation
2006.09 - 2009.01
- Researched potential corporate partners for joint-business ventures and marketing
- Oversaw the research process and maintenance of a database for new company growth opportunities
- As Proposal Configuration Manager, ensured that all proposals adhered to company standards for composition, grammar, style and layout
- Wrote, edited, produced, and distributed quarterly company newsletter
- Oversaw the updating and maintenance process of official corporate marketing materials to include letterhead, brochures, and capability statements
- Arranged logistical requirements for multiple personnel on company travel
- Logistical arrangements for company meetings.
HIV/AIDS Team Leader and Customer Service Representative
Vigilant Services Corporation
2006.02 - 2006.09
- Data mined, researched, contacted, and maintained relationships with Non-governmental organizations (NGOs), Faith-based organizations (FBOs), and Community-based organizations (CBOs) in 15 focus countries as part of the President's Emergency Plan for AIDS' Relief (PEPFAR) outreach campaign
- Acted as front-line responder for Call Center, using the Interactive Voice Response (IVR) system, our toll-free 1-800 number, Data Mining process, and host website/email address system
- Updated and maintained tracking records of all organizations/individuals contacted by team to compile a final database of over 2000 contacts, using Word, Excel and Access
- Informed all inquirers of government forms, processes, and grants updates via phone and email
- Corresponded with web specialist and IVR specialist to provide program updates to host web site and IVR system
- Attended workshops to assist with on-site registration, and provide information and guidance to attendees
- Provided logistical support for multiple personnel on business travel such as, lodging accommodations, airline tickets, and car rentals
- Office for Children, Child Care Assistance and Referral (CCAR
Human Service Worker 1 (Eligibility Specialist)
Child Care Assistance And Referral
2002.01 - 2006.02
- As team lead for the Language Access team, developed new procedures and strategies, and generated schedule
- Provided Spanish-language interpretation for clients and caseworkers
- Interviewed prospective families, requesting and researching documentary evidence as required by established government policies to determine and reassess eligibility for subsidized childcare services in a timely manner
- Provided on-going case management to approximately 400 families of a diverse population
- Partnered with county agencies to provide referrals and services for at-risk families
- Responded to family needs through telephone contact, email, and in person
- Utilized VACIS (Virginia Client Information System), DMV (Department of Motor Vehicle System), VEC (Virginia Employment Commission) and DCSE (Department of Child Support Enforcement) in order to determine eligibility of families
Family Involvement and Enrollment Specialist
Laurel Learning Center
2001.08 - 2002.01
- Provided Spanish interpreting and translating for families and staff
- Presented and promoted available services and resources to the Hispanic community
- Cultivated positive partnerships between mothers and fathers, otherwise non-existent or damaged
- Promoted family unity and paternal involvement
- Liaison for Office for Children, housing, health department, employment office, food banks and other agencies
- Researched and partnered with community agencies to provide referrals and services for families of diverse backgrounds and income levels
- Informed and counseled families about health care education
- Monitored waiting list, contacted and screened families to determine eligibility
- Facilitated center orientations for new families
- Coordinated and organized parent-teacher nights
- Organized and led monthly family meetings to determine family needs
- Partnered with VIP program to provide services and referrals for families.
Education
Medical Refresher Course, Interpreting in Health And Community Settings -
Virginia AHEC
01.2018
Medical Certificate in Interpreting in Health And Community Settings -
Virginia AHEC
06.2011
BA - Foreign Languages (Spanish), Minor in Sociology
George Mason University
Fairfax08.2003
High School Diploma -
Lake Braddock Secondary School
Burke06.1996
Skills
- Corporate Social Responsibility
- Health and Safety Regulations
- Continuous Improvements
- Deescalating Sensitive Situations
Timeline
Escalation and Service Manager
Institute for Public Health Innovation
2022.07 - 2022.12
COVID-19 Case Investigator
Institute for Public Health Innovation
2021.10 - 2022.07
Assistant of Services Manager
Fairfax County Health Department
2011.02 - 2021.10
Facility Representative
National Student Clearinghouse
2009.11 - 2011.02
Human Service Worker
Fairfax County DFS Self Sufficiency
2009.03 - 2009.08
Facility Manager and Project Specialist
Vigilant Services Corporation
2006.09 - 2009.01
HIV/AIDS Team Leader and Customer Service Representative
Vigilant Services Corporation
2006.02 - 2006.09
Human Service Worker 1 (Eligibility Specialist)
Child Care Assistance And Referral
2002.01 - 2006.02
Family Involvement and Enrollment Specialist
Laurel Learning Center
2001.08 - 2002.01
Medical Refresher Course, Interpreting in Health And Community Settings -
Virginia AHEC
Medical Certificate in Interpreting in Health And Community Settings -
Virginia AHEC
BA - Foreign Languages (Spanish), Minor in Sociology
George Mason University
High School Diploma -
Lake Braddock Secondary School
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