Summary
Overview
Work History
Education
Skills
Timeline
Generic

BERTHA TOLOA

Support Staff 2
Tooele,UT

Summary

Aspiring to obtain a position with a company that will help me become a better customer service representative. A company that helps me enhance my skills pertaining inbound calls, client related issues, a great asset to my team members as well as the company.

Overview

10
10
years of professional experience
2014
2014
years of post-secondary education

Work History

Support Staff 2

Natsu Healthcare
11.2024 - Current
  • Excellent communication skills, both verbal and written.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Recovery Coaching
  • De-escalations
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Facilitate recovery groups

Behavioral Health Technician

Intermountain Healthcare
05.2022 - 11.2024
  • Assessed patient behavior, reactions and responses to treatment plans.
  • Developed individualized therapeutic plans for patients based on their mental health needs.
  • Facilitated group therapy sessions with multiple patients.
  • Monitored patient safety in all areas of the facility.
  • Provided crisis intervention services to patients in need.
  • Collaborated with multi-disciplinary teams to develop comprehensive treatment plans for patients.
  • Administered medications as prescribed by physician or psychiatrist.
  • Advised clinical staff regarding appropriate interventions for behavioral issues.
  • Maintained accurate documentation of patient progress and treatments received.
  • Educated family members on techniques to support a patient's recovery process.
  • Observed patients' behaviors during recreational activities and outings.
  • Engaged in regular communication with medical personnel regarding any changes in patient status or condition.
  • Mentored new Behavioral Health Technicians on best practices when interacting with clients and patients.
  • Encouraged positive interactions between other Behavioral Health Technicians and clients and patients.
  • Completed documentation for every incident and forwarded to correct personnel for review.

Behavioral Technician

Highland Ridge Hospital
08.2022 - 10.2023
  • Take and record vitals - Review patient charts for any Doctors updates - Documenting patient activity every 15 minutes - Deescalate situations when patients are triggered - Restrain patients when deescalation is not a solution - Present nurse with patient concerns and questions about medication - Document patient information and give report to next shift
  • Assisted in the development of individualized behavior plans for clients.
  • Provided one-on-one support to clients in order to improve social skills, communication, and problem solving.
  • Monitored client progress and documented data on a daily basis.
  • Conducted assessments of client needs and abilities.
  • Developed positive relationships with clients and their families to ensure successful treatment outcomes.
  • Utilized Applied Behavior Analysis principles to guide interventions for behavioral issues.
  • Collaborated with other professionals to provide comprehensive care for each client's unique needs.
  • Devised problem-solving methods such counseling, psychotherapy and homework assignments to improve clients' quality of life.

Customer Service Agent

Discover Bank
10.2021 - 08.2022
  • Active listening -Answering questions that card members are concerned about -Answer calls in a timely manner -Find solutions for card members concerning account

Medical Appointment Scheduler

R1 Rcm
12.2019 - 02.2021
  • Created and maintained patient records, including medical histories, reports and correspondence.
  • Advised patients on healthcare issues and scheduled appointments for general check-ups or specialist visits.
  • Greeted patients upon arrival at the office and verified their insurance coverage.
  • Answered phone inquiries from patients and directed them to appropriate personnel.
  • Maintained a database of patient information, including contact details, medical history and appointment schedules.
  • Entered new patient data into an electronic health record system.
  • Prepared documents for billing purposes and collected payment from patients.
  • Coordinated with other departments within the hospital to ensure timely treatment of patients.
  • Verified insurance eligibility prior to scheduling appointments.
  • Managed incoming calls by transferring them to the appropriate department or taking messages when necessary.
  • Updated patient accounts with changes in insurance coverage or other relevant information.
  • Followed up with patients after their appointments to ensure satisfaction with services received.
  • Organized paperwork related to patient care, such as lab results and radiology reports.
  • Scheduled follow-up appointments for long-term care plans or treatments prescribed by physicians.

CERTIFIED NURSING ASSISTANT

BRIGHTON HOME HEALTH AND HOSPICE
03.2018 - 03.2019
  • Taking and recording vital signs
  • Observing patients’ responses
  • Monitoring medications
  • Record patient information in manual /computerized logs
  • Respond to emergencies
  • Note taking and communicating with nurses
  • Excellent phone etiquette
  • Assisted patients with activities of daily living such as bathing, grooming, and dressing.
  • Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
  • Reported changes in patient condition to registered nurse or physician.
  • Transported patients to treatment units, using wheelchair or strher.
  • Answered call lights promptly and responded to patient needs accordingly.

OPERATING, AIDE

ROOM, ST. MARK’S HOSPITAL
10.2015 - 03.2018
  • Assist with patient transport/ positioning
  • Inbound/ outbound calls for surgical unit
  • Written/ verbal communication
  • Communication with physicians/ nurses
  • Scheduling emergency surgeries

Education

HIGHSCHOOL DIPLOMA -

BOUNTIFUL HIGH SCHOOL

Skills

Attention to detail

Excellent customer service

Team player

Ability to handle criticism

Hard worker

Excellent phone etiquette

Cares about clients well being

Patient

Understanding

Conflict Resolution

Records Management

Log Updating

Skill-Building Exercises

Emergency Response

Incident Reporting

Conflict De-Escalation

Housekeeping Skills

Records Maintenance

Documentation Skills

Safety Management

Security Procedures Knowledge

Nutritional Support

Computer skills

Customer service

Friendly, positive attitude

Teamwork and collaboration

Timeline

Support Staff 2

Natsu Healthcare
11.2024 - Current

Behavioral Technician

Highland Ridge Hospital
08.2022 - 10.2023

Behavioral Health Technician

Intermountain Healthcare
05.2022 - 11.2024

Customer Service Agent

Discover Bank
10.2021 - 08.2022

Medical Appointment Scheduler

R1 Rcm
12.2019 - 02.2021

CERTIFIED NURSING ASSISTANT

BRIGHTON HOME HEALTH AND HOSPICE
03.2018 - 03.2019

OPERATING, AIDE

ROOM, ST. MARK’S HOSPITAL
10.2015 - 03.2018

HIGHSCHOOL DIPLOMA -

BOUNTIFUL HIGH SCHOOL

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