Jennifer L. Olson
Madison,WI
Summary
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
- Willingness to take on added responsibilities to meet team goals.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Registered Behavioral Technician
KGH Autism Services
06.2023 - Current
- Teaching children on the autism spectrum in Applied Behavioral Analysis
- Following behavioral programs and procedures supplied by the Behavioral Analysis supervisor
- Entered critical and private information regarding client based interventions in SOAP notes
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Implemented evidence-based therapeutic interventions to help clients manage mental health difficulties.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Facilitated group therapy sessions to help clients develop coping strategies and social skills.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Treated clients and families with respect and dignity.
- Charted on each patient daily.
- Maintained patient records, documenting changes in patient condition.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Team oriented training
- First Aid certified
Customer Service Team Lead, Customer Care Specialist
Wisconsin Physicians Service
03.2004 - 06.2023
- Escalation
- Team Liaison and Team Lead positions
- Facilitated employee training on company policies, systems and routines for handling provider and beneficiary requests, following online training programs
- Executed daily operations of claims processing assistance
- Explained service forms and company procedures, using training aids, such as screen sharing and online library information
- Monitored and facilitated trainee classes in handling customer service calls and written correspondence
- Assisted in leading training classes for new hires
- Experience facilitating one on one and group training classes
- Enjoys working with people
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Discussed internal issues and suggested techniques for improvement and resolution
- Skilled at organizing complex projects, defining project priorities, and delegating tasks
- Works well in a high pressure environment
- Can quickly learn work procedures and methods
- Familiar with all Microsoft Office 365 programs
- Adept at both oral and written communication
- Interacts effectively with individuals of all levels
- Able to work under pressure and meet deadlines
- Able to work independently
- Able to follow directions and learn from constructive feedback
- Was instrumental in assisting with special projects handling sensitive information.
Education
High School Diploma -
Lafollette High School
Madison, WI06.2000
Skills
- Behavioral Guidance
- Excellent Customer Service Skills
- Constructive Feedback
- Administrative Support
- ABA Techniques
- General Housekeeping
- Autism and Spectrum Disorders
- Group Activities
- HIPAA Requirements
- Creative Thinking
Timeline
Registered Behavioral Technician
KGH Autism Services
06.2023 - Current
Customer Service Team Lead, Customer Care Specialist
Wisconsin Physicians Service
03.2004 - 06.2023
High School Diploma -
Lafollette High School
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