Felicia Mullins
Pontiac,MI
Summary
Crisis Intervention Specialist with extensive experience at CommonGrounds, proficient in Salesforce for effective resource management. Known for exceptional problem-solving abilities and compassionate communication skills, resulting in high customer satisfaction and adherence to HIPAA standards. Focused on prioritizing patient care and emotional support to optimize recovery outcomes and foster team collaboration.
Overview
9
9
years of professional experience
Work History
Crisis Intervention Specialist
CommonGrounds
Pontiac, MI
01.2023 - Current
- Experienced and knowledgeable in Salesforce, and using this tool alongside the service search to offer resources.
- Implemented follow-up procedures to monitor recovery and prevent future crises.
- Assessed needs for psychiatric evaluation or hospitalization and made appropriate referrals.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Facilitated de-escalation techniques to reduce the intensity of clients' emotional distress.
- Responded quickly and effectively when emergency situations arose; managed high stress environments with professionalism.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
Lead Psychiatric Care Specialist
Havenwyck Hospital
Auburn Hills, MI
03.2020 - 01.2023
- Developed work schedules on a daily basis for the floor and shift that I was on, covering priority tasks, breaks, and activities.
- Provided direct patient care and monitored patients' physical, mental, and emotional status.
- Educated family members on effective strategies for supporting loved ones dealing with mental health issues.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Maintained patient records and documented care activities.
- Ensured safety and welfare of patients through constant supervision.
- Applied crisis intervention techniques during patient emergencies.
- Conducted intake interviews with new patients to complete forms, assess mental health condition or obtain treatment history.
- Evaluated residents' needs regularly and updated treatment plans accordingly based on changes observed over time.
Certified Nursing Assistant
Lourdes Nursing Home
Waterford, MI
03.2016 - 03.2020
- Documented patient care services by charting in designated areas.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Helped residents walk with or without self-help devices.
- Provided emotional support to family members during difficult times.
- Planned and served meals and snacks to patients according to prescribed diets.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Observed and reported unusual symptoms and changes to charge nurse.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
Education
High School Diploma -
Stoney Creek HS
Rochester Hills, MI01-2009
Some College (No Degree) -
South University
Novi, MISkills
- Computer literacy competency
- Computer literacy for record-keeping
- Computer literacy and software use
- Emotional support
- Patient care
- Problem-solving
- Multitasking and organization
- Compassionate communication
- Team collaboration
- Complex Problem-solving
- Attention to detail
- Critical thinking
- Time management
Timeline
Crisis Intervention Specialist
CommonGrounds
01.2023 - Current
Lead Psychiatric Care Specialist
Havenwyck Hospital
03.2020 - 01.2023
Certified Nursing Assistant
Lourdes Nursing Home
03.2016 - 03.2020
High School Diploma -
Stoney Creek HS
Some College (No Degree) -
South University
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