Alana Leaks
St. Petersburg,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in health industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Productive Call Center Representative with 2 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Qualified caregiver specializes in personal care and related services under direction, instruction and supervision of registered nurses. History of managing mobility support, administering medications and organizing appointments. Reliable in keeping areas clean and organized to maintain healthy, safe environment. Well-qualified crisis response team member well-versed in applying skills to bring calm to critical situations. Familiar with active listing, interpersonal communication and collaborative problem-solving techniques. Focused on providing vital support to all callers. Trained to respond to inbound calls and texts. Responsive to individual's personal requirements and customize support approaches. Good documentation, assessment and resource management skills. Client-focused professional with training and expertise to help individuals with mental, emotional and substance abuse problems. Excels in counseling, personalized support and crisis intervention.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Access Specialist
Personal Enrichment Through Mental Health Services
Pinellas Park, FL
10.2022 - Current
- Provided emotional support and crisis intervention to individuals in distress.
- Responded to emergency calls from individuals experiencing psychological distress.
- Collaborated with other agencies involved in providing care and assistance to clients.
- Developed safety plans to minimize crisis risk and intervene with specific procedures.
- Applied abilities in techniques like active listening and collaborative problem-solving to make positive impact.
- Responded to emergency situations with professionalism and adherence to ethical guidelines.
- Developed and maintained database structures to ensure data integrity, accuracy, and security.
- Responded promptly and professionally when responding to customer service inquiries related to database usage or security concerns.
- Provided information to patients regarding their insurance coverage, benefits, and payment options.
- Performed data entry of patient demographic, insurance, billing, and other pertinent information into the system.
- Answered incoming calls in a professional manner, responding to inquiries or transferring them as appropriate.
- Maintained confidentiality of all patient information at all times.
- Filed paperwork related to patient intake processes accurately and efficiently.
- Monitored inventory levels of essential supplies used during the intake process.
- Answered incoming calls from individuals in crisis and provided support, understanding, and resources.
- Gathered information about callers' situations including demographics, symptoms, medical history, prior crises.
- Maintained accurate records of all conversations with clients using a computer-based system.
- Provided follow-up services such as phone calls or home visits to ensure that callers are safe after initial contact has been made.
- Helped clients deal with substance abuse, mental illness and other concerns by delivering personalized counseling support.
- Established trusting relationships with clients by demonstrating empathy and understanding towards them.
- Provided crisis intervention and de-escalation techniques to help manage patient behavior.
- Monitored vital signs, including pulse, respiration and temperature, of psychiatric patients.
- Ensured a safe and secure environment for patients, adhering to facility safety protocols.
Call Center Representative
Evara Health
Clearwater, FL
06.2020 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered telephones and directed calls to appropriate staff members.
- Scheduled and confirmed appointments.
- Checked patients in and out for appointments and collected co-payments.
- Protected patients by observing strict HIPAA guidelines.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Took messages from patients and promptly relayed to appropriate staff.
- Called patients to confirm scheduled appointments and obtain additional details.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
Home Health Aide
total compass care
Saint Petersburg, FL
10.2019 - 05.2022
- Assisted clients with bathing, dressing and incontinence care.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Documented care provided and submitted notes to supervisor.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Maintained clean and well-organized environment for client happiness and safety.
Dietary Server
Westminster Suncoast
Saint Petersburg, FL
08.2018 - 12.2019
- Served food and beverages to patrons and immediately remedied issues with orders.
- Addressed complaints to kitchen staff and served replacement items.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Monitored customer movements and quickly cleared empty tables for future customers.
- Entered customer food orders into computer system.
- Led team in carrying out day-to-day tasks with customer service program in mind.
Education
High School Diploma -
Lakewood High School
Saint Petersburg FL05.2019
Skills
- Quality Assurance Optimization
- Upbeat and Positive Personality
- Customer Communications
- Training and Development
- Creative Problem Solving
- Customer Service
- Call Control Skills
- Professional Telephone Voice
- Communicating With Clients
- Call Documentation Skills
- Verbal and Written Communication
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- De-Escalation Techniques
- Safety Planning
- Inbound Call Management
- Suicide Prevention
- Charting and clinical documentation
- HIPAA Compliance
- Multitasking
- Professionalism
- Data Entry
- Emotional Support
- Psychiatric and Mental Health Care
Certification
- Licensed phlebotomy technician/ - july, 2020
- CPR, First aide
other
- completed 115 hours of instruction in the phlebotomy technician program approved by Florida Commission (state of florida license #RN2038612)
- CPR and first aide 11/2022
- 988 suicide and crisis lifeline counselor
Timeline
Access Specialist
Personal Enrichment Through Mental Health Services
10.2022 - Current
Call Center Representative
Evara Health
06.2020 - Current
Home Health Aide
total compass care
10.2019 - 05.2022
Dietary Server
Westminster Suncoast
08.2018 - 12.2019
High School Diploma -
Lakewood High School
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