ALEXIS OLVERA

In my current role, I provide support to patients in the Emergency Department by assessing and addressing their financial needs to ensure access to care and proper billing. My responsibilities include:

• Monitoring the ED track board to evaluate incoming patients’ insurance coverage and financial status.
• Screening patients for eligibility in Medicaid programs, including presumptive eligibility (MPEP), as well as Mercy’s internal financial assistance programs.
• Conducting insurance verification and updating patient profiles in EPIC to ensure accurate billing and claims processing.
• Assisting patients and families in completing Medicaid applications and submitting them directly to Iowa HHS on their behalf.
• Applying professional training to recognize which patients require financial screening and support, and providing guidance with empathy and efficiency.
• Serving as a Qualified Entity (QE) for the state of Iowa, authorized to determine presumptive Medicaid eligibility in emergency settings.

This role integrates my social work training with specialized financial services expertise, helping patients reduce barriers to care and connecting them with critical resources in moments of crisis.

During my internship, I gained hands-on experience in crisis intervention, client support, and community resource navigation, while working closely with clinical and administrative staff to enhance patient care. My responsibilities included:

• Collaborated with clinicians during discharge and safety planning, contributing input to treatment discussions and safety rounds.
• Shadowed clinicians and nurses during risk assessments to learn both the psychosocial and medical aspects of crisis evaluation.
• Supported community navigators during the intake process, assisting with client paperwork and documentation.
• Learned to navigate and document client information in the electronic medical record (EMR) system.
• Assisted with intake procedures, including collecting, scanning, and uploading client information to the electronic records system.
• Distributed and supported the completion of rating scales and clinician documentation as needed.
• Conducted aftercare phone calls within 24 hours of discharge, obtained satisfaction surveys, and documented follow-up in the EMR.
• Researched and developed a comprehensive provider referral spreadsheet of mental and behavioral health services across New London County for UCC staff use.
• Identified and shared local self-care and enrichment resources with families, maintaining bulletin board updates and handouts.
• Attended professional development training on topics including non-suicidal self-injury (NSSI), DCF Mandated Reporting, Motivational Interviewing, Cultural Competency, and Mental Health First Aid.
• Authored testimony to the Connecticut State Legislature advocating for adequate grant funding on behalf of the UCC and the community served.
• Communicated case updates through the secure messaging system and provided coverage across UCC case management and administrative functions.

In this role, I supported residents in a recovery-based housing program by fostering independent living skills, ensuring program compliance, and providing crisis intervention when necessary. My responsibilities included:

• Provided daily oversight of residents, ensuring safety, well-being, and adherence to program expectations.
• Completed shift logs, electronic medical record (EMR) documentation, and medication monitoring records to maintain accurate reporting of client care.
• Supervised residents’ self-administration of prescribed medications and documented compliance.
• Conducted apartment checks to uphold program standards for cleanliness and upkeep.
• Assisted residents with developing independent living skills, including cooking, cleaning, budgeting, shopping, transportation, hygiene, and sexual health education.
• Reported behavioral or mental health changes to clinical team members for follow-up and intervention.
• Conducted building rounds, monitored security cameras, and maintained facility safety.
• Transported residents to medical, clinical, and community appointments, as well as recreational outings.
• Provided support and grounding techniques to de-escalate residents during times of crisis or emotional duress.
• Reviewed life skills assessments and developed activities aligned with residents’ personal goals.
• Trained new staff on Carelogic EMR system, safety procedures, and program responsibilities.
• Encouraged completion of resident chores and provided assistance as needed to promote responsibility and structure.
• Attended agency trainings to expand professional skills and enhance workplace competency.
• Contacted appropriate authorities during crises and communicated follow-up to the integrated treatment team.

As a Residential Aide, I supported residents in a community living setting by monitoring daily routines, ensuring program compliance, and assisting with crisis intervention. My responsibilities included:

• Monitored and cued residents for self-administered medication programs, documenting compliance.
• Collaborated with treatment team members, SMHA, nursing staff, and community providers during emergencies, providing follow-up within 24 hours of incidents.
• Completed daily documentation and program paperwork to ensure accurate reporting.
• Assisted in meal distribution with kitchen staff and supervised residents during mealtimes.
• Conducted room inspections to uphold program cleanliness and safety standards.
• Answered and directed phone calls to appropriate staff and departments.
• Ensured building security by conducting regular safety rounds, locking entrances, and monitoring guest check-in procedures.
• Oversaw designated smoking areas to ensure residents complied with program rules.
• Supported building upkeep, including assisting with restroom cleaning and monitoring chore completion.
• Provided guidance and mediation for residents experiencing interpersonal challenges or emotional distress.
• De-escalated tense situations between residents or between residents and staff.
• Followed established protocols in crisis situations to maintain resident and staff safety.

In this role, I supported adults with developmental and behavioral needs by promoting independence, ensuring safety, and assisting with daily routines. My responsibilities included:

• Transported clients between their residence, day program, and job sites.
• Assisted clients in completing work-related tasks both in and out of program, providing guidance and encouragement.
• Facilitated structured activities and supported clients in maintaining daily routines.
• Promoted client safety and engagement during program and recreational activities.
• Collaborated with licensed behaviorists and guardians to strengthen clients’ communication skills and independence.
• Supported clients with daily living skills, including personal hygiene, meal preparation, and household tasks.
• Prepared meals and ensured dietary needs and food consistency requirements were met.
• Communicated regularly with families and facilitated client visits to promote family engagement.

In this role, I provided daily care and support to adults with complex needs, ensuring safety, dignity, and stability within the residential program. My responsibilities included:

• Prepared and served meals in accordance with dietary and consistency requirements.
• Assisted consumers with hygiene routines, restroom use, and other personal care needs.
• Ensured safety by preventing self-injury and protecting residents from harming others.
• Documented house activity hourly using Therap and maintained logbooks for accurate reporting.
• Provided transportation for medical appointments, recreational outings, and community integration.
• Maintained cleanliness of the residence and ensured personal belongings were organized and properly stored.
• Facilitated family communication by coordinating visits and phone calls, and provided updates on consumer progress.
• Attended specialized training on crisis management, including the safe use of protective holds.
• Implemented protective holds in accordance with training during aggressive or crisis situations to maintain safety.
• Responded to emergencies by alerting appropriate authorities and communicating with treatment team members.
• Accompanied clients to hospitals, ensuring advocacy, emotional support, and safety during medical crises.
• Assisted blind clients in navigating the residence and completing daily living activities with independence.

In this role, I supported clients in a residential program by promoting safety, structure, and positive social interactions while ensuring compliance with program expectations. My responsibilities included:

• Documented unit activity hourly and maintained accurate paper log records throughout each shift.
• Organized and updated client medication paperwork, and supervised self-administration of controlled medications.
• Contacted authorities in crisis situations and provided timely reports to treatment team members.
• Maintained facility security by monitoring cameras, supervising common areas, and conducting hourly head counts.
• Facilitated psychosocial interventions to de-escalate tensions between clients or between clients and staff.
• Oversaw meal preparation and kitchen activities, ensuring safety and adherence to program rules.
• Reinforced pro-social behaviors and encouraged positive interactions among clients.
• Monitored client phone calls with family and friends in accordance with program guidelines.
• Communicated with probation and parole officers as needed to support client compliance and accountability.