Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kerranisha Harris

Duncanville,TX

Summary

Skilled Mental Health Technician/ Patient Care Technician proficient in best practices and requirements of behavioral health programs as well as successful support strategies and skill-building exercises. Dedicated to assisting clients with improving daily living through avoidance of harmful substances and ongoing support. Dependable and ethical with superior work ethic. Responsible Mental Health Technician experienced in coordinating behavioral support for clients. Strong history of maintaining accurate documentation and daily reports, helping clients and assisting with daily programming. Productive Call Center Representative with 3 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Cheerful call center representative with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly. Patient-focused professional offers support in critical care, pre-op, medical-surgical and post-op cases in medical center environments. Delivers customized education to patients of diverse conditions and backgrounds. Excellent decision-making, time management and communication skills. Hardworking professional bringing proven direct support experience developed during healthcare career. Knowledgeable about paperwork procedures, mobility assistance and documentation requirements. Team-oriented and adaptable to changing needs.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Mental Health Technician/Patient Care Technician

Dallas Behavioral Healthcare Hospital
Dallas, TX
03.2024 - Current
  • Engaged patients in therapeutic activities designed to enhance mental wellness and social skills.
  • Monitored patient behaviors and reported significant changes to supervising mental health professionals.
  • Tracked and replenished inventory of therapeutic supplies and materials.
  • Implemented stress-reduction techniques to promote patient relaxation and well-being.
  • Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
  • Cultivated relationships with patients, discussing ways to help improve overall health while alleviating self-harm practices.
  • Developed basic strategies to promote patient safety, wellness and independence.
  • Conducted intake interviews with new patients to complete forms, assess mental health condition or obtain treatment history.
  • Instructed new employees on protocols to use when interacting with psychiatric patients.
  • Contacted patients' relatives to coordinate family visits and conferences.
  • Issued medications from clinic dispensary and kept records using specified procedures.
  • Explained treatment procedures to patients and their families.
  • Assisted with patient transfers from bed to wheelchair or server as needed.
  • Observed changes in patient's conditions and reported any abnormalities to the RN on duty.

Mental Health Technician/Patient Care Technician

Medical City Green Oaks Hospital
Dallas , TX
08.2021 - 10.2023
  • Identified and addressed individual mental health challenges to support patients.
  • Provided excellent service to patients through personable communication.
  • Documented patient interactions in compliance with HIPAA requirements.
  • Documented observations, interventions, and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
  • Conducted 15-minute and unscheduled checks on patients, immediately responding to hazardous incidents or crises to maintain safe milieu.
  • Educated patients, families, and caregivers on diagnosis, treatment, and disease management, equipping them with tools to achieve and maintain optimal psychiatric and mental health.
  • Verified patient health history and contact information for chart accuracy.
  • Scheduled and coordinated patient follow-up appointments.
  • Administered psychotropic drugs and other medications, adhering to medication schedules and making adjustments commensurate with patients' condition and response.
  • Handled inbound and outbound calls to verify patient appointments.
  • Verified appropriate clinical information is communicated when patients are referred to specialists.
  • Delivered administrative support to clinical staff and managers by handling vitals, safety checks etc.
  • Completed timely data entry of contact information into meditech medical city system.
  • Drafted reports to track patient referrals and scheduling issues.
  • Called high-risk individuals weekly as designated by primary care physician.
  • Developed and distributed monthly patient satisfaction surveys.
  • Communication tools.
  • Social Media.
  • Spreadsheets.
  • Word Processing and Desktop Publishing Tools.
  • Presentation Tools.
  • Computer Programming.
  • Databases.
  • Graphic Design proficiency
  • Effectively managed daily charting for each patient.
  • Handled vital sign monitoring, medication administration and patient behavior assessments.
  • Cultivated relationships with patients, discussing ways to help improve overall health while alleviating self-harm practices.
  • Communicated with clients and families effectively building lasting relationships.
  • Counseled patients, discussed substance use and worked closely with individuals to identify positive and healthy life choices.
  • Provided client assessments upon admission and discharge.
  • Intervened in cases that warranted it, including when clients wished to leave facility against medical advice.
  • Communicated with patients regarding continuing care and medications and discussed treatment plans with family members and guardians.
  • Followed all safety protocols when administering subcutaneous and intramuscular injections.
  • Delivered counseling services, including one-on-one, group therapy to average of 10-20 patients per day.

Mental Health Technician/Patient Care Technician

Texas Health Dallas
Dallas, TX
02.2023 - 04.2023
  • Participated in weekly multidisciplinary team meetings to discuss patient progress and plan further interventions.
  • Collaborated with other healthcare professionals such as social workers, psychiatrists, counselors and nurses to coordinate quality care for each client.
  • Created activities that promoted physical wellness, emotional stability, cognitive functioning, independent living skills and social interaction among patients.
  • Encouraged positive behaviors through rewards systems when appropriate.
  • Ensured safety of all clients through continuous observation and monitoring during shift hours.
  • Implemented therapeutic techniques such as art therapy, recreational therapy or music therapy.
  • Assisted in transporting clients to appointments outside the facility when necessary.
  • Provided education about mental illness symptoms and causes to family members of patients.
  • Supported clients in developing daily living skills such as budgeting money or time management.
  • Established trusting relationships with clients by demonstrating empathy and understanding towards them.
  • Supervised visitors entering the facility according to established security protocols.

Call Center Representative

Chime Solutions
Dallas, TX
01.2020 - 12.2021
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Trained new employees on processes to promote productivity team-wide.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Improved call management database by frequently changing and updating customer contact information.
  • Negotiated with vendors to expedite product shipments and backorders.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Handled more than 20-50 calls per day to assist customers and dispatch services.
  • Managed high-volume of inbound and outbound customer calls.
  • Educated customers on special pricing opportunities and company offerings.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Documented customer inquiries and feedback and entered service delivery suggestions in company database.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Strengthened team performance and productivity by training and inspiring team members.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Accurately documented calls and caller information in Chime Solution software and made updates to data.
  • Reviewed account and service histories to identify trends and issues.
  • Implemented services to assist company in maintaining exceptional client service ratings on external audits.
  • Taught agents successful strategies for positively influencing customer experiences, maintaining control of call flow and de-escalating conflicts.
  • Corrected issues by giving agents targeted and highly constructive feedback.
  • Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores from 50% to 75-100%.
  • Assisted 150-300+ callers per week in fast-paced environment.
  • Conducted CRM tasks to maintain quality assurance satisfaction levels.
  • Shared detailed information regarding options to help customers make decisions.
  • Consulted with customers regarding needs and addressed concerns.
  • Took over 20-50 inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base 100%.
  • Completed up to 20-50 outgoing calls per day according to assigned call list.
  • Filled out sales reports to turn in to managers, recorded customer information and details surrounding transactions and verified purchase dates and order specifications.
  • Processed layaways, returns and exchanges.
  • Processed customer account changes with proprietary software.
  • Completed high volume of outbound calls per day with above-average conversion rate.
  • Achieved or exceeded 100% satisfaction rating on consistent basis.
  • Used electronic documentation, reference tools and automated training to drive customer service ratings.
  • Maintained and updated filing, inventory, mailing and database systems with Chime Solution software and Microsoft Word.
  • Fielded client queries related to services and products for 20-30 customers daily.
  • Promoted product offerings to drive growth and exceed benchmarks.

Certified Nurse Assistant

RedOak Health and Rehab
Redoak, TX
01.2014 - 10.2017
  • Provided basic patient care by bathing and grooming patients, changing bedding and assisting in feeding activities.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
  • Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
  • Took patients' blood pressure, temperature and pulse and documented height and weight.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Collected and documented vital signs to track current patient conditions.
  • Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
  • Engaged with patient family and friends to provide courteous visit experience.
  • Communicated concerns regarding clients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
  • Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
  • Delivered high level of care to every patient.
  • Documented patient intake and dietary requirements and aided with feeding and monitoring.
  • Answered patient and family questions to educate on optimal treatment procedures.
  • Comforted patients and provided each with reassurance and encouragement.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Followed safe lifting techniques and individual resident lifting instructions.
  • Managed and maintained patient rooms, shared-living areas and nursing stations.
  • Performed light cleaning duties by emptying wastebaskets, sweeping, mopping and sanitizing surfaces.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Responded to patient alarms and needs-assessment requests to identify course of treatment.
  • Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
  • Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
  • Assessed vitals and noted medical information to report changes to nursing staff and physicians.
  • Planned, prepared and served meals and snacks according to prescribed diets.
  • Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
  • Promoted patient satisfaction by assisting with bathing, dressing, toileting and exercising.
  • Assisted with adequate nutrition and fluid intake.
  • Assisted patients during ambulation and moved from one place to another by pushing wheelchairs.
  • Turned or re-positioned bedridden patients to promote blood flow and prevent bedsores.
  • Consulted with nurses to develop patient care plans and evaluate treatment options.
  • Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain and optimize patient outcomes.
  • Used mobility devices to transport patients.
  • Provided support with bathing, toileting, grooming, and washing.
  • Assisted patients gently and respectfully with daily living activities and documented care per unit protocols.
  • Managed supplies and restocked inventory to promote optimal availability for patient care.
  • Assisted over 10-15 residents with daily needs, personal hygiene, dressing and facility transfers.
  • Documented activities and recorded information in EMR system.
  • Protected and promoted patient rights and assisted individuals to achieve maximum independence.
  • Obtained and documented vital signs, collected lab specimens and drew blood under supervision.
  • Maintained composure and efficiency during rapid response situation and emergency codes.
  • Provided compassionate care and clear communication in dealing with issues of death and dying.

Education

High School Diploma -

Richwood High School
Monroe, LA
05.2010

Skills

  • Excellent customer service skills
  • Knowledge of medical terminology
  • Charting and clinical documentation
  • Health plan benefits
  • Patient assessment
  • Teambuilding
  • Basic Math
  • Working collaboratively
  • Time Management
  • Organizational skills
  • Training & Development
  • Troubleshooting
  • Friendly, positive attitude
  • Communication
  • Planning
  • Customer Service
  • Mobility Assistance
  • Information Protection
  • ADL support
  • Emergency Response
  • Basic nursing care
  • Patient Observation
  • Patient Education
  • Vital signs monitoring
  • Specimen Collection
  • Restocking supplies
  • Medical Equipment Operation
  • Clinical Training
  • Healthcare expertise
  • Infection control standards
  • Feeding assistance specialist
  • Data Collection
  • Patient Services
  • Blood Glucose Monitoring

Certification

  • Certified nurse assistant, nursing aide of Texas since 2015

Timeline

Mental Health Technician/Patient Care Technician

Dallas Behavioral Healthcare Hospital
03.2024 - Current

Mental Health Technician/Patient Care Technician

Texas Health Dallas
02.2023 - 04.2023

Mental Health Technician/Patient Care Technician

Medical City Green Oaks Hospital
08.2021 - 10.2023

Call Center Representative

Chime Solutions
01.2020 - 12.2021

Certified Nurse Assistant

RedOak Health and Rehab
01.2014 - 10.2017

High School Diploma -

Richwood High School

Similar Profiles

CREATE PROFILE
Kerranisha Harris