Katrina Marshall

• Provided emotional support to clients, enabling them to better cope with challenging situations.
• Supported families in understanding their loved ones'' needs during times of crisis, promoting better engagement in the healing process.
• Built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
• Conducted comprehensive assessments of clients to develop individualized treatment plans.
• Worked with family members to develop support networks and multifaceted coping techniques focused on client needs.

• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Responded to inquiries from callers seeking information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Providing accurate responses through the use of Knowledge Based Articles.
• Obtaining knowledge of all 40 departments in Montgomery County, MD.

● Assists with COC registration accounts to further investigate compliance and registration status.

● Organize logistics and materials for each meeting and establish detailed notes for later dissemination to key stakeholders.

● Responsible for creating, organizing, and maintaining databases such as Decisions & Orders, Governing Documents, uploading files to the Case Management System (CMS), and other services.

● Create Excel spreadsheets of Legacy Cases that have been scanned for the IT department.

● Provide direct public service by responding to non-emergency MC311 service requests about the Montgomery County government by also independently resolving complex or unusual requests and problems that may require a customized response and better communicate the solution or requested information to the customer.

● Provide callers with accurate information and building rapport with customers, projecting confidence, and identifying information/resolutions based on the type of service request received from the MC311 Customer Service Representative (CSR) and the MC311 Customer Relationship Management (CRM) Systems.

● Performs job related duties as assigned while also exhibiting general customer service and oral communications skills as a technique to support my proficiency in using a laptop and multitasking using multiple programs, multiple windows of various web-based platforms and software programs.

● Exhibiting appropriate grammar and choice of words to further navigate a positive customer experience in a courteous and customer friendly manner.

● Provide positive listening skills to better clarify the intent of others; handle challenging customers with respect and follow Standard Operating Procedures.

40 - 50 hours / weekly - Oversee all aspects of daily clinic operations of two medical clinics in the DMV area, including directing staff, managing client interactions, assisting clients, ensuring timely test results for in house tests, and ensuring proper specimen pickup.

● Ensures the smooth flow of clinical operations and inventory by directing and overseeing two medical facilities.

● Recruits, hires, trains, disciplines, and supervises staff including completion of performance evaluations and competency assessments.

● Research and respond to inquiries regarding management staff and patient support.

● Assists Registered Nurses with administering treatments in accordance with physician orders.

● Maintain employee attendance records, carry out annual performance appraisal, recommend promotion, and disciplinary action.

● Assists with office functions including front desk coverage and ordering and maintaining supplies.

• Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
• Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
• Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
• Collected patient co-pay and issued receipt to confirm payment.
• Using data to do analytical tasks and charting tasks related to patient information.
• Communicating with patients about their status and condition through emails, phone and face-to-face conversations.
• Managing patient accounts with contact information, insurance and financial information in a confidential manner.
• Scheduling patient visits and answer questions, including billing and preparation.
• Ensuring services comply with state and federal regulatory requirements.