Karen Dorsaneo

• Drug and Alcohol rehabilitation center
• Conducting Assessments: Perform initial assessments to evaluate clients' substance abuse history, mental health, and treatment needs.Dispense medications as prescribed by doctor to individual patients
• Developing Treatment Plans: Create personalized treatment plans based on assessments, setting achievable goals for clients' recovery
• Educating Clients: Provide education on the effects of substance abuse, coping mechanisms, relapse prevention strategies, and life skills development
• Monitoring Progress: Regularly assess and monitor clients' progress, making adjustments to treatment plans as needed to ensure effectiveness
• Maintaining Records: Keep accurate and confidential records of client assessments, treatment plans, progress notes, and discharge summaries as per legal and ethical guidelines
• Referring to Resources: Connect clients with community resources, support groups, and other services to aid in their recovery process
• Crisis Intervention: Offer immediate support and intervention during crises or relapse situations, implementing appropriate strategies to ensure clients' safety and well-being
• Staying Updated: Stay informed about new developments in addiction treatment, therapeutic techniques, and relevant laws and regulations.

• Support clients with workers compensation issues and patients
• Assist patients with their billing issues and questions about their prescriptions
• Mentor and assist new employees in understanding required job skills
• Handle escalated and unresolved issues for customers that required extensive research
• Help clients for workers compensation, and help doctors for getting prescriptions out to worker comp patients.

Support technical supervisor expert to call center to assist with efficient resolution of member and client issues. Assisted with technical website questions.

• Provided direction and guidance to less experienced team members
• Handle escalated and unresolved issues for customers that required extensive research.
• Provided continuous follow-up training to CSA.
• Recognized and recommended improvements to standard operation procedures.
• Acted as call center liaison for other operational departments to research and resolve member and client concerns.
• Served as a point of contact for escalation calls from members, physicians and providers regarding issues needing technical expertise about plan interpretation.
• Provided continuous on-the-job training for new or existing representatives. Mentor CSA's to improve their understanding and skills.
• Used a higher degree of expertise and discretion to resolve customer issues and ensure timely resolutions.
• Coordinated staff scheduling for First, Second and third shifts

• Expert to call center to assist with efficient resolution of member and client issues
• Assisted with technical website questions
• Provided direction and guidance to less experienced team members
• Handle escalated and unresolved issues for customers that required extensive research
• Provided continuous follow-up training to CSA
• Recognized and recommended improvements to standard operation procedures
• Acted as call center liaison for other operational departments to research and resolve member and client concerns
• Served as a point of contact for escalation calls from members, physicians and providers regarding issues needing technical expertise about plan interpretation
• Provided continuous on-the-job training for new or existing representatives
• Mentor CSA's to improve their understanding and skills
• Used a higher degree of expertise and discretion to resolve customer issues and ensure timely resolutions
• Coordinated staff scheduling for First, Second and third shifts