Summary
Impacting the lives of those in need. Experienced Client service professional with over 10 years of knowledge in strategies for reintroducing calm to emotionally charged crisis situations. Skilled in reflective listening, relationship-building, and collaborative problem-solving. Dedicated to offering meaningful assistance to members of the community and stakeholders . Familiar with handling up to 50 or more inbound calls per day. Attentive to specific caller needs, providing client center responses to individual situations. Strengths in documentation. Adept at optimizing program operations to maximize support.
Overview
6
6
years of professional experience
Work History
Crisis Intervention Specialist
Solari Inc
08.2022 - Current
- Used skills such as active listening and collaborative problem-solving daily to connect with callers and address concerns.
- Access for safety and suicide risk of clients while on the phone base upon acuity scale guidelines
- Utilized motivational interviewing techniques to increase client engagement to stabilized crisis situations
- Counseled and helped to stabilize callers and caregivers in crisis situations, while accessing safety risk for further intervention
- Activate emergency response in crisis situations to preserve life, and or to reduce further safety risk
- Document and maintain client records in EMR system with crisis contact center, 90% of time
- Documented risk to caller, file report for duty to warm, child/Adult protective Authority and/or file mental health petition
- Regularly answer 20-50 calls in a 10-hour shift
Agent Support Associate
Devoted Health
10.2019 - Current
- The primary contact to brokers calling into remote support line, by providing exceptional customer service and by building strong relationship with brokers
- Successfully couch field agent and field marketing organization FMO to use Devoted Health application platform
- Collaborate with Marketing and sales team on various projects
- Troubleshoot hardware, software and network issues to identify and rectify discrepancies with Tech team
- Tracked and documented customer interactions in customer relationship management system
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Communicated with clients to verify roots and causes of computer problems
- Received about 50 plus calls per day, met customer call guidelines for service levels, handled time and productivity.
Behavioral Health Clinician
Oceans Behavioral Health Hospital,
07.2019 - 08.2021
- Collaborated with coalition of hospital personnel in providing exceptional psychiatric care to Dementia and Alzheimer patients 45 years and older
- Performed scheduled patient safety checks and documented results to ensure patients' safety and well-being
- Developed and maintained positive relationships with clients to create safe and supportive clinical environment
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention
- Supported patients medical care plan to relieve patient anxiety and promote positive outcomes
- Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes
Insurance Coordinator
Fresenius Medical Care NA
03.2018 - 05.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of health insurance products and services
- Determining Medicare eligibility by meeting with patients bedside and contacting local Social Security offices, Arizona state medicaid program, The Kidney Foundation grant fund and other community health insurance resources
- Tracking 30-day coordinator period each month for those patients on employer Group Health Plans to ensure Medicare will be in place once coordination ends.
- Achieved revenue goals by managing employee group coverage and COBRA insurance premium to maintain treatment and clinic revenues
- Identified and improved target matrix portfolios and increased clinic revenues by 85%
- Knowledge of business and management principles involved in strategic planning, and resource allocation
- Monthly prepares, analyzes and reviews fourteen dialysis clinics monthly reports to track work progress on caseloads; Analyzes patient reports from billing systems as an audit check to ensure the correct insurance information is entered into the billing system and that other changes are not overlooked. Researches and corrects any discrepancies identified.
Education
Master - Public Administration
05.2019
Bachelor of Science - Sociology
06.2000
Skills
- Knowledge of computer Application
- Critical Thinking
- Complex Problem-Solving
- Cultural Awareness
- Multitasking Abilities
- Customer Relations
Timeline
Crisis Intervention Specialist - Solari Inc
08.2022 - Current
Agent Support Associate - Devoted Health
10.2019 - Current
Behavioral Health Clinician - Oceans Behavioral Health Hospital,
07.2019 - 08.2021
Insurance Coordinator - Fresenius Medical Care NA
03.2018 - 05.2019
Grand Canyon University - Master, Public Administration
Southern Connecticut State University - Bachelor of Science, Sociology