Summary
Overview
Work History
Education
Skills
Hobbies
Additional Information
Timeline
Generic

Foga'a Pua

Long Beach,CA

Summary

Organized, professional, and dependable candidate successful at managing multiple tasks with a positive attitude.

Overview

19
19
years of professional experience

Work History

Intake Manager/Admissions Coordinator

Evolve Treatment Center
08.2021 - Current
  • Manage, train, and oversee intake team.
  • Schedule interviews for intake position and participate in the interview process.
  • Hire appropriate intake candidates to join the admissions team.
  • Train new hires for intake and admission coordinator position.
  • Monitor and assist intake team with any issues including system issues.
  • Answer any questions intake team may have.
  • Listen to calls to make sure all calls have been handled appropriately by the intake team.
  • Assisted with call reviews.
  • Assist with training documents.
  • Complete Payroll for all non-exempt employees via Paylocity.
  • Approve time-off for intake team.
  • Collaborated with IT, Director of Admissions, and Director of Quality to develop and implement strategies to improve admissions process.
  • Assist with issues regarding CTM (call tracking metric system), Salesforce, and Softphones.
  • Assisted with rolling out lightning Salesforce and CTM (call tracking metric system).
  • Trained the admissions team on lightning Salesforce and CTM (call tracking metric system).
  • Acts as a liaison between Admissions and IT regarding tech issues.
  • Weekend on call rotation.
  • Provides quality customer care for clients with addiction and/or mental health disorders.
  • Answer incoming calls in a professional manner.
  • Process referrals received via fax, webforms, and emails.
  • Answer admissions/general intake questions from parents, potential clients, or referral sources.
  • Conduct intakes for residential, intensive outpatient program, and partial hospitalization program with families.
  • Request verification of benefits and discuss benefits with families to make sure out of pocket cost if financially feasible.
  • Conduct assessments for potential residential clients to determine what level of care would be appropriate.
  • Coordinate admission with clinical and utilization review team to make sure the potential client is clinically appropriate.
  • Manage admissions processes for incoming clients promptly collecting and processing necessary documents via DocuSign.
  • Coordinate admissions with parents, hospitals, and treatment programs.


Intake Coordinator

Evolve Treatment Center
06.2018 - 08.2021
  • Answered phone calls in a professional manner and provided callers with information regarding Evolve.
  • Build rapport with families and answer their questions.
  • Completed intake process with families, guardians, therapist, and referral source.
  • Collected, verified, recorded and processed client demographics, and insurance.
  • Discussed benefits with families and guardians.
  • Hand the case off to an admissions coordinator to be assessed.

Admissions Coordinator

Elements Behavioral Health/The Right Step
07.2016 - 06.2018
  • Answer incoming calls in a professional manner.
  • Process referrals received via fax, webforms, and emails.
  • Answer admissions/general intake questions from parents, potential clients, or referral sources.
  • Conduct intakes for residential, intensive outpatient program, and partial hospitalization program with families.
  • Request verification of benefits and discuss benefits with families to make sure out of pocket cost if financially feasible.
  • Conduct assessments for potential residential clients to determine what level of care would be appropriate.
  • Coordinate admission with clinical and utilization review team to make sure the potential client is clinically appropriate.
  • Manage admissions processes for incoming clients promptly collecting and processing necessary documents via DocuSign.
  • Arrange transportation for clients with onsite team when needed.
  • Arrange payment plans with clients if needed.
  • Use outlook to communicate via email with the admissions team as well as our onsite team.
  • Train new hires on Salesforce.
  • Coordinate admissions with parents, hospitals, and treatment programs.


Intake Coordinator

Elements Behavioral Health
06.2015 - 07.2016
  • Answered phone calls in a professional manner and provided callers with information regarding Evolve.
  • Build rapport with families and answer their questions.
  • Completed intake process with families, guardians, therapist, and referral source.
  • Collected, verified, recorded and processed client demographics, and insurance.
  • Discussed benefits with families and guardians.
  • Hand the case off to an admissions coordinator to be assessed.

Receptionist

Elements Behavioral Health
07.2014 - 06.2015
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct individuals.
  • Responded to inquiries from callers seeking information.
  • Collected callers contact information, insurance, and answered some questions.
  • Scheduled admission for intensive outpatient program for the Right Step.
  • Confirmed appointments, communicated with clients/parents, and updated client records.


Clerk/Key Holder/Sales Associate

Salvation Army Thrift Store
10.2011 - 07.2014
  • Customer Service.
  • Counted out cash drawers and balanced totals.
  • Completed store opening and closing procedures.
  • Cashier: Processed cash, credit, debit, and check payments.
  • Completed refunds.
  • Handling monies and deposits.
  • Completed money drops during the day.
  • Assisted customers on the sales floor.
  • Sales: Meet weekly and monthly quotas.
  • Negotiate prices on merchandise to satisfy customer’s needs.
  • Stocked merchandise on the sales floor.
  • Monitored donations.
  • Train and supervise 8 other employees.
  • Supervised and work closely with individuals that were in recovery as part of their recovery program.
  • Order supplies when needed.
  • Completed office duties such as answering of phones, making of copies, and organizing manifests for yearly audits.
  • Kept store clean and organized to provide shoppers with pleasant experience.

TSG Reviewer

North American Title Company
01.2009 - 10.2011
  • Compare and contrast documents such as TSG and Bene Check.
  • Notify clients of any issues with the foreclosure.
  • Email clients to order assignments if needed.
  • Post summary from files for foreclosure into referring systems such as Vendorscape, Newtrak, and Lenstar.
  • Review files for different clients.
  • Order assignments for foreclosure if needed.

Store Manager

Shoe Pavillon
10.2006 - 08.2008
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Customer Service.
  • Scheduling.
  • Answer heavy phones.
  • Sales: Meet weekly quotas.
  • Handling monies and deposits.
  • Opened and closed the store.
  • Supervise associates on the sales floor.
  • Cashier: Accept payments from customers.
  • Deal with any issues with customers such as refunds in person and over the phone.
  • Maintain the store during business hours as well as at closing time.
  • Shipment: Make sure that all merchandise is processed and ready to put on the sales floor.

Sales Representative/Cashier

Bath & Body Works
05.2004 - 01.2005
  • Customer service.
  • Cashier: accepts payments from customers.
  • Inventory.
  • Stockperson: restock merchandise on the sales floor when needed.
  • Assist customers on the sales floor.
  • Sales: meet weekly quotas.
  • Answer heavy phones.
  • Clean and maintain the store during business hours as well as at closing time.

Education

No Degree - Criminal Justice

Long Beach City College
Long Beach, CA

High School Diploma -

City of Angels
Los Angeles, CA
06.2002

Skills

  • Detail-oriented
  • Well organized, professional, multi-task, and manage time effectively
  • Proficient in Microsoft Word, Outlook, and Powerpoint
  • Proficient in Salesforce, Kipu, and CTM (call tracking metric system)
  • Effective problem-solver, good decision making
  • Ability to work in a fast-paced environment with highly pressured individuals
  • Good follow-up skills
  • Strength in leadership
  • Team player
  • Self-starter who can work independently

Hobbies

I love spending time with my family on my free time. I'm very family oriented, family is very importanat. I enjoy fashion, shopping, and trying new foods.

Additional Information

Computer Skills: Word, Outlook, and PowerPoint.

Timeline

Intake Manager/Admissions Coordinator

Evolve Treatment Center
08.2021 - Current

Intake Coordinator

Evolve Treatment Center
06.2018 - 08.2021

Admissions Coordinator

Elements Behavioral Health/The Right Step
07.2016 - 06.2018

Intake Coordinator

Elements Behavioral Health
06.2015 - 07.2016

Receptionist

Elements Behavioral Health
07.2014 - 06.2015

Clerk/Key Holder/Sales Associate

Salvation Army Thrift Store
10.2011 - 07.2014

TSG Reviewer

North American Title Company
01.2009 - 10.2011

Store Manager

Shoe Pavillon
10.2006 - 08.2008

Sales Representative/Cashier

Bath & Body Works
05.2004 - 01.2005

No Degree - Criminal Justice

Long Beach City College

High School Diploma -

City of Angels

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Foga'a Pua