Marcia Henry
Nashville
Summary
Results-oriented professional with comprehensive experience in case management support and 10+ years of experience in customer facing roles. Skilled in client coordination and service facilitation, consistently enhancing client satisfaction. Known for strong team collaboration and adaptability in dynamic settings.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Case Management Assistant
State Of Tennessee Department Of Children's Services
06.2024 - 08.2025
- Provide administrative case management support including scheduling appointments and entering case documentation
- Assist with transporting youth and families to medical appointments, school, court, etc.
- Interact with community partners and service providers in coordination with case managers and other DCS staff
- Complete database searches, criminal background checks, NCIS criminal records checks and TIES system checks
- Participating in required trainings on TFACTS and de-escalation techniques
- Complete mandatory sitting shifts at Transitional Housing
- Ensuring that all information entering TFACTS is legible, correct and timely
- Scan documentation given by Case Managers and Management into TFACTS
- Assist Case Managers with home visits, removals, drug screens, court etc.
Registered Behavior Technician (RBT)
Autism Education and Therapy Center
09.2023 - 04.2024
- Implement behavior plans set in place by the supervising BCBA
- Observe behavior while collecting and documenting data throughout therapy session relating to the behavioral targets
- Prepare client materials for one-on-one or group therapy sessions
- Provide feedback on effectiveness of the behavior plan and client progress to the supervising BCBA or families
- Promote the achievement of greater independence at home or within the community
Utilization Review/ Billing Specialist
Gallagher Bassett
12.2016 - 09.2023
- Review, analyze and create Utilization Review claims for Workmen’s compensation claimants in ticketing system
- Assign nurses to Telephonic Communication tickets corresponding with the licensure of nurses in the claimant’s state
- Analyze and verify medical documents of claimants to attach to open claims in the system
- Create billing invoices in completed utilization review claims
Service Desk Associate
Beacon Hill Staffing
06.2016 - 12.2016
- IT Support on a Tier 1 Service Desk
- Received and directed all incoming calls
- Telephonic and remote troubleshooting for high priority tickets
- Provide basic workstation support to medical staff
- Monitor and manage workflow queue through support email
Desktop Support Specialist
Modis / The State of Tennessee
08.2015 - 06.2016
- Operation of Directory Assistance for general public and state employees
- Managing critical incidents and follow up support
- Assisted over 30,000 users daily with password resets for various applications
- Provide support for desktop computer operating systems / hardware, working with employees across the state
- Proactively resolved user’s security access issues for phones and computers
Check Printer
Mosaic Consulting Group
03.2015 - 09.2015
- Print payroll checks and operate folding machines
- Manage and distribute payroll checks to verified locations via Fed Ex shipments
- Other duties as assigned such as filing, event planning, company errands, and general clerical responsibilities
Call Center Specialist
Franke
07.2012 - 07.2013
- Respond to high volume of customer telephone inquiries (call tickets) on coffee systems
- Follow script and procedure to walk customer through start up or troubleshooting operations
- Provide Tier 1 technical support or scheduled onsite technical service with third party service providers
- Track customer questions/complaints in computer system to assess/analyze complaint patterns
- Enter and check status of coffee system parts orders
- Review and process invoices from service provider in a timely manner
Education
Psychology
Nashville State Community College
Nashville, TN05.2022
Skills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Microsoft word
- Microsoft excel
- Documentation review
- Case analysis
- Trauma-informed care
- Teamwork and collaboration
- Multitasking
- Problem-solving abilities
Certification
- CPR Certified
- Registered Behavior Technician
Timeline
Case Management Assistant
State Of Tennessee Department Of Children's Services
06.2024 - 08.2025
Registered Behavior Technician (RBT)
Autism Education and Therapy Center
09.2023 - 04.2024
Utilization Review/ Billing Specialist
Gallagher Bassett
12.2016 - 09.2023
Service Desk Associate
Beacon Hill Staffing
06.2016 - 12.2016
Desktop Support Specialist
Modis / The State of Tennessee
08.2015 - 06.2016
Check Printer
Mosaic Consulting Group
03.2015 - 09.2015
Call Center Specialist
Franke
07.2012 - 07.2013
Psychology
Nashville State Community College
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