Kaliah Roa

Worcester ,USA

Summary

Compassionate and Dedicated healthcare and customer service professional with over 3 years of experience in mental health, patient access, and team leadership roles. Proven ability to provide direct patient care, manage front-line administrative duties, and supervise staff in fast-paced environments such as hospitals, behavioral health centers, and quick-service restaurants. Skilled in crisis prevention (CPI), Basic Life Support (BLS), and CPR-certified, with a commitment to patient safety, confidentiality, and high-quality service. Bilingual in English and Spanish. Currently pursuing an Associate of Arts in Sociology to deepen understanding of human behavior and social systems.

Overview

years of professional experience

Work History

Mental Health Technician

Hospital for behavioral Medicine

01.2023 - Current

Provided direct patient care and emotional support to individuals with mental health and behavioral conditions in an inpatient psychiatric setting. Monitored patient behaviors, mood, and activities to ensure safety, documenting observations and reporting concerns to nursing and clinical staff. Assisted with daily living activities, including hygiene, meals, and recreational programming, promoting a structured and therapeutic environment. Conducted safety checks, crisis interventions, and de-escalation techniques following facility protocols and trauma-informed care principles. Collaborated with interdisciplinary teams, including nurses, psychiatrists, and therapists, to support individualized treatment plans. Facilitated co-or led therapeutic group activities to encourage socialization, skill-building, and emotional regulation. Ensured patient compliance with facility rules and participated in maintaining a safe and secure environment for all patients and staff. Maintained patient confidentiality and adhered to HIPAA and hospital policies at all times.

Patient Access Service Representative

UMass Memorial Health Care

01.2020 - 01.2022

Greeted and registered patients in a professional, courteous manner while verifying insurance eligibility, demographic information, and medical history for accuracy and completeness. Scheduled patient appointments and coordinated with clinical departments to ensure efficient workflow and timely service delivery. Obtained and documented necessary authorizations, referrals, and consents in compliance with regulatory and organizational standards. Collected copayments and provided clear financial guidance to patients regarding billing, insurance coverage, and out-of-pocket expenses. Maintained confidentiality of patient records and adhered to HIPAA regulations at all times. Collaborated with physicians, nurses, and administrative staff to support seamless patient care and efficient front-desk operations. Utilized electronic medical record (EMR) systems (e.g., Epic) to accurately enter data, track appointments, and manage patient communications. Handled high volumes of inbound calls with professionalism, addressing patient inquiries and resolving concerns promptly.

Assistant Manager

Little Caesars Pizza

01.2015 - 01.2019

Assisted the General Manager in overseeing daily store operations, ensuring compliance with company policies, procedures, and quality standards. Supervised, trained, and motivated team members to deliver exceptional customer service and maintain high food safety and cleanliness standards. Managed inventory control, conducted weekly stock orders, and minimized waste to maximize profitability. Handled cash management duties, including daily deposits, register reconciliation, and adherence to loss prevention protocols. Scheduled staff shifts efficiently to meet labor targets while ensuring adequate coverage during peak hours. Resolved customer concerns in a professional and timely manner to maintain a positive dining experience and uphold brand reputation. Supported hiring, onboarding, and ongoing development of crew members to foster a productive and cohesive team environment. Assisted in implementing local marketing strategies and community outreach to drive sales and customer engagement.

Education

Associate of Arts - Sociology

Quinsigamond Community College

Worcester, MA

08.2025

High school Degree - undefined

North High School