Laura Guillen
Kearns
Summary
Experienced professional in patient recovery with a proven ability to enhance outcomes through effective communication and empathetic support. Demonstrated success in coordinating care with healthcare teams and maintaining precise records. Skilled in crisis intervention and developing personalized care for diverse populations. Committed to delivering exceptional patient care and fostering community connections.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Recovery Assistant
Volunteers of America Utah
Salt Lake City
01.2024 - 01.2026
- Conducted intake interviews with clients experiencing intoxication or withdrawal symptoms.
- Screened clients for potential admission to facility programs.
- Interacted with clients undergoing detoxification, ensuring a supportive environment.
- Monitored client safety and enforced facility rules consistently.
- Maintained detailed records and managed phone communications efficiently.
- Documented and monitored client prescription medications accurately.
- Recorded vital signs to track client health regularly.
- Provided crisis intervention support during challenging situations, upholding professional ethics in line with HIPAA regulations.
Recovery Assistant Trainer
Volunteers of America
Murray
01.2022 - 01.2024
- Assisted in hiring processes, including interviews and reference checks for Recovery Assistants.
- Onboarded new hires, providing training on policies and procedures.
- Utilized and endorsed Trauma Informed practices to enhance client interactions.
- Scheduled and delivered initial 40-hour training for Recovery Assistants, collaborating with Staff Manager.
- Identified training needs of Recovery Assistants and communicated insights to Staff Manager.
- Fostered an environment of trust by treating others fairly and managing interpersonal conflict effectively.
- Maintained professional boundaries with clients, volunteers, and co-workers to ensure integrity.
- Participated in Management On-Call Schedule and performed additional assigned functions as necessary.
Recovery Assistant
Volunteers of America
Murray
09.2019 - 01.2022
- Conducted intake interviews with clients experiencing intoxication or withdrawal symptoms.
- Screened clients for potential admission to facility programs.
- Interacted with clients undergoing detoxification, ensuring a supportive environment.
- Monitored client safety and enforced facility rules consistently.
- Maintained detailed records and managed phone communications efficiently.
- Documented and monitored client prescription medications accurately.
- Recorded vital signs to track client health regularly.
- Provided crisis intervention support during challenging situations, upholding professional ethics in line with HIPAA regulations.
Patient Service Representative
Sutter Health
West Valley City
03.2019 - 08.2019
- Answered incoming calls for all foundations of Sutter Health, ensuring prompt service.
- Managed patient inquiries, delivering accurate information in a timely manner.
- Facilitated billing inquiries, assisting patients with clarity and support.
- Advocated for patient needs, promoting effective resolutions to concerns.
- Filed disputes on behalf of patients to address billing issues.
- Coordinated with team to achieve monthly goals focused on enhancing patient care.
- Handled high volume of calls while providing exceptional customer service to patients and families.
Communications Specialist
Valley Behavioral Health
Cottonwood Heights
09.2018 - 12.2018
- Handled incoming calls and transferred to appropriate departments efficiently.
- Relayed messages to providers ensuring prompt communication.
- Updated database for community partnerships with both brands in organization.
- Maintained professionalism while collaborating closely with leadership.
Member Service Advisor
CreditRepair.com
West Valley City
07.2018 - 08.2018
- Answered incoming calls and resolved client issues promptly to maintain high service standards.
- Educated clients on credit scores and factors affecting credit health.
- Maintained accurate records of client interactions, service requests, and billing information.
- Provided information regarding products and services while addressing member inquiries.
- Followed up with members to ensure satisfaction and clarity on services offered.
- Demonstrated empathy when explaining credit information to members.
- Updated system with order specifics and customer preferences for improved accuracy.
- Attended staff meetings to contribute feedback on performance metrics.
Teller
Mountain America Credit Union
Herriman
10.2017 - 03.2018
- Processed member transactions efficiently, including deposits, withdrawals, and loan payments.
- Maintained confidentiality of customer records in accordance with company policies.
- Resolved discrepancies in accounts by researching transaction records for accuracy.
- Cross-sold bank products to meet member needs and enhance engagement.
- Verified customer identification to ensure compliance with regulations.
- Collaborated with team members to streamline workflow and improve efficiency.
- Directed specific inquiries to appropriate personnel for resolution.
- Balanced cash drawers daily while managing large volumes of currency accurately.
Higher Education, Admission Assistant
Center for Excellence
Murray
09.2016 - 07.2017
- Managed incoming and outgoing calls for prospective college attendees.
- Qualified leads and scheduled campus appointments for Admissions Consultant.
- Achieved productivity metrics through efficient call handling.
- Cultivated strong relationships with staff and management to enhance collaboration.
ID Specialist
Salt Lake Community College
Taylorsville
08.2015 - 09.2016
- Answered incoming calls to address student inquiries and concerns promptly.
- Facilitated outbound communication for Student Services to enhance support.
- Printed student IDs efficiently to streamline identification processes.
- Guided students in navigating college resources and services effectively.
- Managed communication channels between students and academic departments for seamless interaction.
- Reviewed documents for accuracy before submission or publication to ensure quality.
- Identified customer needs quickly to provide timely assistance.
- Cultivated positive relationships with staff and management to foster collaboration.
Customer Contact Channel, ESA Specialist
Extended Stay America
West Valley City
05.2015 - 08.2015
- Answered inbound calls to secure reservations for Extended Stay America.
- Utilized sales techniques to maximize reservation bookings.
- Set performance goals in collaboration with Team Supervisor.
- Resolved guest inquiries and issues with efficiency.
- Engaged in ongoing training and compliance initiatives.
- Analyzed customer needs to recommend suitable products or services.
- Maintained accurate records of customer interactions and feedback.
- Fostered positive working relationships with staff and management.
Member Service Representative
Teleperformance
Salt Lake City
11.2014 - 05.2015
- Answered inbound calls for credit card servicing, resolving inquiries efficiently.
- Documented customer feedback and recommended service improvements.
- Handled escalated issues with professionalism, ensuring member satisfaction.
- Greeted customers warmly, enhancing overall experience during interactions.
- Participated in team meetings to align on service strategies and goals.
- Assisted colleagues during peak times to maintain workflow efficiency.
- Attended training sessions to stay updated on company policies.
- Identified cross-selling opportunities based on member needs for additional services.
Cashier
Classic Cleaners
Sugar House
05.2013 - 11.2014
- Delivered exceptional customer service through active listening and engagement skills.
- Processed payments accurately via cash, check, and credit card.
- Maintained cleanliness and organization of checkout areas, including countertops and registers.
- Greeted customers, answered inquiries, and provided information effectively.
- Managed inventory levels by restocking supplies to ensure availability.
- Collaborated with team members to enhance operational efficiency daily.
- Handled customer complaints professionally, adhering to company policy.
- Acted as liaison between management and customers to facilitate communication.
Education
Bachelor's degree - Psychology
University of Utah
Salt Lake City, UT08.2019
High school diploma or GED -
Kearns High School
Kearns, UT06.2009
Skills
- Microsoft Office proficiency
- Crisis intervention expertise
- Bilingual communication
- Front desk operations
- Call Center experience
- Data entry accuracy
- Leadership abilities
- Organizational skills
- Customer service excellence
- Time management skills
- Cash handling proficiency
- Intake experience
- Typing speed and accuracy
- Communication skills
- Trauma-informed practices
- Record management expertise
- Client screening processes
- Medication documentation accuracy
- Detail orientation skills
- Team collaboration abilities
- Professional ethics adherence
- Multicultural competence awareness
- Motivational interviewing techniques
- Problem-solving strategies
- Client confidentiality maintenance
- Professional boundaries respect
Certification
- Driver's License, 07/01/23, 07/01/31
- CPR Certification, 08/01/22, 08/01/24
Languages
Spanish
Native/ Bilingual
Timeline
Recovery Assistant
Volunteers of America Utah
01.2024 - 01.2026
Recovery Assistant Trainer
Volunteers of America
01.2022 - 01.2024
Recovery Assistant
Volunteers of America
09.2019 - 01.2022
Patient Service Representative
Sutter Health
03.2019 - 08.2019
Communications Specialist
Valley Behavioral Health
09.2018 - 12.2018
Member Service Advisor
CreditRepair.com
07.2018 - 08.2018
Teller
Mountain America Credit Union
10.2017 - 03.2018
Higher Education, Admission Assistant
Center for Excellence
09.2016 - 07.2017
ID Specialist
Salt Lake Community College
08.2015 - 09.2016
Customer Contact Channel, ESA Specialist
Extended Stay America
05.2015 - 08.2015
Member Service Representative
Teleperformance
11.2014 - 05.2015
Cashier
Classic Cleaners
05.2013 - 11.2014
Bachelor's degree - Psychology
University of Utah
High school diploma or GED -
Kearns High School