Briona Bradshaw

While working with Ahead, I was able to assist patients with ADHD and other mental health concerns before the company dissolved.

• Verified and documented patients' information to the correct system database that was integrated with the company.
• Answer incoming calls through TalkDesk to assist patient concerns regarding rescheduling, sending confirmation emails, updating demographics or issuing a medication refill.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Used Zendesk to resolve tickets that were submitted by patients through the web portal (typically consisting of 30 a day or more).
• Completed assigned tasks quickly and efficiently through DrChrono that consisted of providers requesting follow-ups for patients.
• Used Slack as a form of communication between the company and supervisors to keep in contact with any questions or concerns.
• Performed all other related work as assigned or instructed by the Shift Supervisor.

• Proudly obtained Mental Health First Aide certificate within 6 months.
• Demonstrated premier customer service while assisting patients in a fast-paced environment: assess and appropriately respond to patient needs in an efficient and courteous manner.
• Accurately scheduled and confirmed patient appointments according to established guidelines and rescheduled as necessary.
• Monitored provider schedules for openings in ECW to ensure maximum utilization of all available appointments.
• Reviewed insurance eligibility and educated patients on available programs offered through company.
• Received co-payments for services rendered and recorded them as directed into patients demographics on ECW.
• Made appropriate changes in computer system as needed or upon request in regards to updating patients records once every 3 months.
• De-escalated difficult situations and identified solutions for the patient as necessary which include, but were not limited to: paging intercom for mental health crisis, providing hotline landline phone numbers and contacting assigned provider for personal assistance.
• Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each.
• Always responded promptly and with caring actions to patients and employees daily in person or over the phone.
• Acknowledged psychosocial, spiritual and cultural beliefs and honor these beliefs.
• Maintained professional working relationships with all levels of staff, clients and the public.
• Kept facility clean, performed basic maintenance and restocked supplies to support program needs.
• Being able to be a part of a team and cooperate in accomplishing daily department goals and objectives.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Checked-in expected daily visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
• Kept reception area clean and neat to give visitors positive first impression which also included answering or redirecting calls/customers to the appropriate personnel.
• Scheduled meetings in conference rooms which includes setting up food and directing clients upon arrival.
• Sorted, received and distributed mail correspondence between departments and personnel.
• Coordinated all activities and set-up's as needed during holidays or for upcoming special events.
• Perform basic bookkeeping, filing, and clerical duties as well as monitoring office supplies and place orders when necessary.
• Maintained operations by following policies and procedures; reporting needed changes if necessary.
• Handled special report runs for clients that requested additional information with supporting documentation attached.
• Responsible for making sure that all invoices matched their respective purchase orders and updated upon request.
• Collaborated with other departments to ensure that all expenses were accounted for efficient record keeping purposes.

• Always greeted patients professionally both in person and on the phone while providing the best customer service possible.
• Checked patient insurance, demographic and health history to keep information current.
• Helped patients complete necessary medical forms and documentation.
• Scheduled appropriate follow-up's for missed or cancelled as well as sent confirmation reminders for future/upcoming appointments.
• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
• Enhanced office productivity by handling high volume of callers per day and transcribed phone messages to relay to appropriate personnel.
• Prep for next day scheduled patients along with collecting copay's and navigating insurance company websites to obtain pre-authorizations and referrals to confirm eligibility status.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
• Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
• Taking notes regarding medical terminology to better understand patients' symptoms and medical requests.
• Provide back office medical assistance if needed which includes rooming patients and printing updated patient charts when providers make necessary changes.

• Led multiple team-based projects and effectively coordinated group tasks with 50+ associates daily.
• Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
• Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.
• Loaded, unloaded and moved material to and from storage and production areas.
• Consistently lifted materials weighing as much as 20+ pounds.
• Checked packages and merchandise for damage and notified vendors.
• Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
• Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
• Operated RF scanners to track merchandise and verify contents of containers.
• Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
• Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
• Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution.
• Cleaned and maintained warehouse in compliance with OSHA safety standards.

• Greeted customers friendly and professionally while describing menu items and daily specials.
• Kept drawer balanced by accurately processing cash, credit and debit payments.
• Learned to operate equipment used to prepare vegetables and fruits to create unique juice blends and recipes.
• Assisted with sampling program by keeping sample areas full, clean, and appealing and by sampling products directly to customers.
• Prepared recipe ingredients by washing, peeling, cutting and measuring.
• Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
• Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
• Filled out daily shift log to record amount of food prepared, used and leftover.
• Maintained effective supply levels by monitoring and reordering food stock and other goods.
• Followed all cleanliness and sanitation procedures.

• Served as a primary point of contact for answering and directing incoming calls while inputting data, organizing files and helping process loans.
• Responded to employee questions and requests for information in timely and knowledgeable fashion.
• Identified and resolved process issues to drive optimal workflow and business growth.
• Provided an elevated customer service experience to generate loyal clientele by developing relationships between local mortgage companies.
• Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
• Maintained employee privacy and protected payroll operations by keeping all information confidential.
• Follow company’s policy and procedures in the performance of duties and assist in other duties when necessary.
• Ability to organize and prioritize work by taking notes to better understand the daily process of production goals.