Karlee Craig
Philadelphia,PA
Summary
Compassionate Behavioral Health Professional experienced in crisis intervention, recovery-oriented care, and patient advocacy. Delivered effective participant engagement and goal support through independent decision-making and emotional regulation under pressure. Focused on enhancing patient comfort and support in fast-paced environments while maintaining accurate documentation and healthcare navigation.
Overview
8
8
years of professional experience
Work History
Medical Call Center Representative
Insight global LLC
Philadelphia, PA
08.2025 - 09.2026
- Answered incoming calls promptly and professionally, addressing physicians' inquiries with empathy and understanding
- Managed high call volumes using telephone scripting techniques, delivering clear and concise responses to enhance customer satisfaction.
- Documented patient and customer interactions in relevant systems to ensure accurate records and facilitate follow-up.
- Reviewed call logs to pinpoint operational improvement opportunities, contributing to enhanced service delivery.
Patient Service Representative
University of Pennsylvania Health System
Philadelphia, PA
01.2023 - 07.2025
- Coordinated scheduling, insurance verification, and authorizations to streamline access and ensure continuity of care
- Provided frontline support for patients navigating appointments, referrals, and healthcare services within a large academic medical system.
- Guided patients in understanding benefits, next steps, and system processes to promote follow-through and engagement
- Maintained accurate, confidential records using Epic electronic health record system
Emergency Vehicle Operator
Keystone Quality Transportation
Springfield, MA
12.2021 - 12.2022
- Assessed patient needs during transport, relaying critical observations to receiving providers for informed care
- Transported individuals requiring medical and behavioral health services to treatment facilities, ensuring safety and comfort throughout transit
- Exercised strong judgment and emotional regulation in high-stress, time-sensitive situations, contributing to effective patient outcomes
Psych Technician
Carson Valley Childrens Aid
Flourtown, PA
10.2019 - 11.2021
- Responded to behavioral escalations using crisis intervention and de-escalation techniques to maintain safety and therapeutic stability
- Facilitated participant progress toward individualized treatment and stabilization goals through consistent engagement and observation
- Utilized crisis intervention and de-escalation techniques to effectively manage behavioral escalations, ensuring safety and therapeutic stability
- Documented behavioral patterns, incidents, and progress to support treatment planning and team decision-making
Patient Care Technician
Hahnemann University Hospital
Philadelphia
07.2018 - 09.2019
- Monitored vital signs, glucose levels, and cardiac rhythms to assist clinical teams in delivering timely care
- Delivered direct patient care to patients with chronic illnesses and disabilities, collaborating with registered nurses and healthcare professionals.
- Assisted patients with activities of daily living and ensured safety in acute care environment
Education
Benjamin Franklin High School
Philadelphia, PaSkills
- Insurance verification
- Epic workflow
- Patient access
- Appointment scheduling
- Call triage
- Crisis de-escalation
- Patient care
- Clinical assessment
- Vital sign monitoring
- Medication charting
- Medical terminology
- Basic life support
- CPR and first aid
- Multitasking and organization
- Time management
- Team collaboration
Timeline
Medical Call Center Representative
Insight global LLC
08.2025 - 09.2026
Patient Service Representative
University of Pennsylvania Health System
01.2023 - 07.2025
Emergency Vehicle Operator
Keystone Quality Transportation
12.2021 - 12.2022
Psych Technician
Carson Valley Childrens Aid
10.2019 - 11.2021
Patient Care Technician
Hahnemann University Hospital
07.2018 - 09.2019
Benjamin Franklin High School