Open To Work
Courtney Alexander
Topeka,KS
Summary
A Human Services Professional with over 5 years of experience in a virtual support environment as well as working within a Nursing Home Mental Health facility. Proficient in handling customer inquiries via phone and working patient cases. Has excellent communication skills and the ability to provide resolutions. Problem solving skills, as well as proven customer service skills that contribute to the growth of the organization. Motivated and detail oriented, proving to increase customer satisfaction, build customer loyalty, and assist with complex situations.
Overview
10
10
years of professional experience
Work History
Navigator
Mental Health of America
09.2024 - Current
- Worked within a Mental Health Nursing Home Facility, to assist with case management expectations and waiver services.
- Advocated for patients’ rights and facilitated access to necessary healthcare services, upon return to the community and housing resources.
- Researched and assisted with Housing placement for residents in the community.
- Worked with Waiver services and those with intellectual disabilities, mental health illnesses, and disabilities.
- Maintained accurate documentation of patient interactions, progress, and outcomes. Progress notes documentation.
- Served as a resource for Residents and Guardians seeking information on healthcare programs and Social Security benefits.
- Demonstrated problem solving skills when addressing complex situations.
- Coordinated services and resources among interdisciplinary teams to ensure holistic client support.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Customer Service Representative
Sierra 7
02.2021 - 09.2024
- Customer service representative working in a virtual environment to assist in scheduling and working cases for scheduling backup assignments for the VA CCN contract with Department of VA.
- Experience with assisting veterans in exploring core components of their personal health planning of their goals and health based upon veteran’s values and what is important to them.
- Identification of self-care goals and implementation of a personalized plan around VA services and care through community care services and support offered for services and care management.
- Worked with scheduling services for veterans in the community and their associated care.
Management and Program Analyst
Department of Veteran Affairs
06.2015 - 04.2019
- Monitors and analysis live ACD/TFB system for calls in que, to determine when to transfer agents to call splits where needed to ensure effective call center productivity and business processes and transactions. Also works with Pipkins and Daycase systems for forecasting.
- Gathers and prepares weekly statistical information for weekly and monthly reports using excel spreadsheets and graphs.
- Supervises various processing administrative actions with examining documents, preparing reports for management project planning, Lean Six Sigma qualified to provide management planning the eliminate waste control.
- Performs in depth research and analyses agent adherence to resolve discrepancies.
- Works in a team setting to establish and modify business processes and achieve organizational objectives.
Education
MAML -
Liberty University
Lynchburg, VA01.2014
Skills
- Interpersonal Skills
- Excellent Customer Service
- Microsoft Word & Excel
- Strong Communication
- Problem Solving
- Time Management
- Detail-Orientated
- Resource navigation
Accomplishments
Working within a Nursing Home Mental Health Facility to discharge residents into the community with wrap around services and coordinating all their needed supports. Work closely with the staff to manage waiver services and person centered care plans.
MILITARY
- US ARMY, E4
- Combat Medic
- Human Resource Manager
- 11/2003 to 09/2006
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Navigator
Mental Health of America
09.2024 - Current
Customer Service Representative
Sierra 7
02.2021 - 09.2024
Management and Program Analyst
Department of Veteran Affairs
06.2015 - 04.2019
MAML -
Liberty University
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