Em Spikes (They/She)
Salt Lake City,UT
Summary
Advocate and manager with a background in social services, education, outreach, and care management.
Overview
10
10
years of professional experience
Work History
Hope Lodge Assistant Manager
American Cancer Society Hope Lodge
10.2022 - Current
- Manages staff, volunteers and vendors to deliver Hope Lodge services and provide guests access to cancer treatment in accordance with ACS policy and protocols.
- Ensures all guest interactions and processes including referrals, screening, check-in, orientation, stay, and check-out are handled in strict adherence to Hope Lodge Operations policies.
- Communicates with healthcare workers and referral sources including conducting health care worker orientations and Hope Lodge promotion with referring partners.
- Ensures timely and accurate reporting including ensuring data is entered into applicable software and systems (HMS, Salesforce, Marketplace, Concur, Workday, etc.).
- Ensures timely completion of all required American Cancer Society trainings and compliance courses for self and staff team.
- Performs any and all necessary responsibilities in the absence of staff or volunteers, including guest transportation, and ensures Hope Lodge is staffed at all times 24/7/365.
- Oversees recruitment, training, retention and utilization of volunteers and donors in an appropriate manner to support Hope Lodge program delivery.
- May serve as a spokesperson for the Hope Lodge to actively promote community relations and awareness of Hope Lodge activities including tours for civic, community and health care groups.
- Identifies development opportunities with Hope Lodge guests and community leaders that interact with Hope Lodge; assists with solicitation when appropriate.
- Cultivate community relationships with a specialized focus on diverse connections.
Hope Lodge Coordinator
American Cancer Society Hope Lodge
07.2021 - 10.2022
- Maintains the safety and comfort of Hope Lodge guests, volunteers, and other visitors as a primary focus and ensures any issues or concerns are addressed immediately and within policy.
- Performs all guest interactions and processes including referrals, screening, check-in, orientation, stay, and check-out in strict adherence to Hope Lodge Operations policies.
- Reviews and updates patient information, current lodge status, and maintenance logs at the beginning and end of each shift.
- May provide rides for Hope Lodge guests to/from treatment centers and other destinations authorized by lodge management utilizing Hope Lodge vehicle in a safe, efficient and professional manner. Tracks all rides provided, miles driven, safety issues and vehicle maintenance needed or completed.
Shift Lead Housing Advocate
Volunteers Of America Utah
07.2019 - 10.2021
- Certified Case Manager in Adult Case Management from the Utah Department of Human Services (Division of Substance Abuse and Mental Health, exp. January 2024)
- Provide quality customers’ service to our clients accessing shelter and delivers services with safety, respect, and effectiveness.
- Utilize mental health first aid to administer CSSR-S assessments and create subsequent care and safety plans.
- Provide clear and specific information to clients regarding expectations, program activities and schedule during their orientation and ongoing as needed.
- Assist in resolving conflicts utilizing de-escalation skills and trauma informed practices. Also provides immediate and professional response to any security /safety emergency or disturbance within or immediately outside facility following appropriate policies and procedures.
- Assist in maintaining a clean and safe facility, identifying and addressing special needs and/or referring needs to supervisor.
Utilize a trauma informed approach when managing difficult client behaviors by encouraging service through a trauma informed lens. - Answer phones, greet clients, volunteers, donors, and other visitors in a friendly and professional manner and provides assistance as needed.
- Managed resident's medication as dictated by the medication supervisor. Completed rigorous logs and paperwork.
Insurance Specialist
Jordan West Family Counseling
05.2018 - 04.2019
- Verified new clients’ insurance benefits using a variety of verification programs, primarily Capario and Availity.
- Worked with clients to ensure they understood their benefits and copays.
- Data entry for all new clients using Medisoft Software and Therapy Notes.
- Managed clients’ accounts and billed both clients and insurances on a daily basis.
- Created appointment plans with EAPs for their clients.
- Reviewed therapist notes to adjust diagnostic codes for billing.
- Routinely engaged with therapists to ensure timely and accurate billing and appointment planning.
Executive and Outreach Coordinator
Neighborhood House Adult Day Care Center
09.2016 - 05.2017
- Assisted Program Manager in creating monthly program calendars for aging and disabled adults.
- Used Microsoft Excel and Google Docs to track client behavior and progress.
- Wrote and implemented care plans for clients.
- Set up appointments for Adult Service Director with local organizations such as IHC, Alzheimer’s Association, and University of Utah and attended as an outreach liaison.
- Organized outreach and marketing events with local partners and organizations.
- Recruited a diverse donor base reflective of the diverse community surrounding the center.
- Organized monthly service projects for clients to participate in; creating autonomy and a sense of purpose for aging and disabled adults.
- Used MedClaim software to bill the Veteran’s Association.
- Handled billing for 80 VA clients.
- Prepared legal documents for Adult Program Director.
- Front facing customer service assistance with families and caregivers.
Special Education Paraprofessional
Granite School District
08.2015 - 03.2016
- Worked with kids in special need/resource programs.
- Aided teacher and staff in collecting data, implementing, and following through on behavior improvement plans.
- Helped students complete school work and learn to be independent.
- Assisted in developing IEPs and 504s with school specialists.
- Developed individualized lesson planning for special education students based on district-wide curriculum.
- Advised and educated parents in bringing the in-school exercises home to create consistency and stability for the children.
Publicity Coordinator Intern
Fordham University
08.2013 - 05.2015
- Acted as the liaison between the publicity team, agents, and the senior class.
- Organized agent packets for night of senior showcase.
- Held phone meetings with local industry members to recruit attendance.
- Worked closely with the head of Fordham's publicity team providing support and assistance.
- Helped with marketing for senior showcase; including consulting on posters, postcards, and videography.
- Oversaw training and work of box office staff.
- Solved complex problems, often under stressful circumstances with upset patrons.
- Handled large amounts of money, including being responsible for monthly audit paper work.
- Helped coordinate and run events on opening and closing nights.
Education
Bachelor of Arts - Theater Performance And Directing
Fordham University
New York, NY05.2015
Skills
- Volunteer Recruitment and Management
- Hospital Relations
- Donor Relations
- Public Outreach
- Care Planning
- Case Management
- Parent Education
- Event Management
- Trauma-Informed Care
- Mental Health First Aid
Timeline
Hope Lodge Assistant Manager
American Cancer Society Hope Lodge
10.2022 - Current
Hope Lodge Coordinator
American Cancer Society Hope Lodge
07.2021 - 10.2022
Shift Lead Housing Advocate
Volunteers Of America Utah
07.2019 - 10.2021
Insurance Specialist
Jordan West Family Counseling
05.2018 - 04.2019
Executive and Outreach Coordinator
Neighborhood House Adult Day Care Center
09.2016 - 05.2017
Special Education Paraprofessional
Granite School District
08.2015 - 03.2016
Publicity Coordinator Intern
Fordham University
08.2013 - 05.2015
Bachelor of Arts - Theater Performance And Directing
Fordham University
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