Lisa Pulley
Antelope,CA
Summary
Meticulous Scheduling Specialist and Customer Service Master with over 10 years of experience using effective communication and Microsoft software to effectively manage schedules, specifically for ABA therapy companies for the past 3 years. Supportive team member with positive attitude and enduring dedication to customer service. Expert multitasker with flexibility in peak times.
Overview
6
6
years of professional experience
Work History
Scheduling Specialist
Advanced Behavioral Therapy
11.2022 - Current
- Map and coordinate all client and therapist schedules and BCBA caseloads.
- Establish rapport with clients, therapists, and BCBAs to build loyalty and support retention goals.
- Address client, RBT, and BCBA inquiries, updates, and concerns regarding their schedule.
- Process and document daily cancellations.
- Align substitute sessions when cancellations occur.
- Established database and maintain/update database information.
- Established regional master schedule spreadsheets and maintain/update spreadsheets daily with client and therapist information and updates.
- Established regional maps and maintain/update maps daily to assist with recruiting needs and scheduling.
- Support recruiting, interviewing, hiring process when needed.
Client Service Coordinator
Kadiant LLC
08.2020 - 10.2022
- Responsible for all ongoing scheduling needs – including initial client assignments, identifying clinical team hiring needs and all ongoing staffing arrangements.
- Accommodate client and staff requests and needs as it relates to scheduling.
- Oversee and investigate any client or staff cancellations, handling rescheduling and temporary staff substituting as needed.
- Maintain ongoing relationships with clients.
- Check in with clients monthly to ensure services are being performed well, assist with troubleshooting issues.
- Communicate constantly with various admin teams to ensure maximum client satisfaction and ongoing efficiencies.
- Assist technicians with any administrative concerns.
- Ensure client profiles, documentation, labels, are well maintained in Central Reach.
- Setup technician schedules and communicate expectations.
- Assist clinicians with schedules.
- Ensure all conversations and documentation is stored and tracked electronically.
- Maintain relevant trackers and files.
- Constant communication with regional team members to report on cancellation audit status, direct service needs, and regional concerns.
- Ensure utmost client satisfaction and coordinate with other teams to troubleshoot/problem solve as needed.
- Assist in overall development and improvement of client service processes.
- Work with team members to improve efficiencies, coordination, timeline etc.
Lead Behavior Technician
Kadiant
05.2017 - 08.2020
- Provided quality behavioral intervention to clients, under direct supervision of Clinical Supervisors.
- Reported directly to Clinical Supervisors regarding client performance, parent concerns, and team needs.
- Functioned as Registered Behavior Technician (RBT) Assistant Trainer for new clinical hires for our Behavior Technician (BT) position per Behavior Analysis Certification Boards (BACB) requirements.
- Lead and/or assisted in RBT training exercises in live trainings with Regional Training Specialist.
- Modeled and coached RBT trainee in exercises with clients.
- Collected data on RBT trainee performance and provided feedback.
- Communicated RBT trainee progress with Regional Training Specialist and Training Administrative Coordinator (e.g., RBT trainee ready for Competency Marker, Formal Performance & Competency Evaluation).
- Maintained competency in all RBT training requirements of RBT Assistant Trainer.
- Followed all Company policies and procedures as outlined in Team Member Handbook and other written documents.
- Performed other duties as requested.
Education
B.A. - Psychology
University of Minnesota
Minneapolis, MNSkills
- Ability to connect with people very quickly; relatable
- Excellent communication skills
- Solution Oriented
- Assertive
- Dependable and committed to overall company goals
- General knowledge of office equipment, and current computer programs
- Experience with Zendesk, Microsoft 365, Teams, Central Reach
- Prioritizing case tasks, gathering information, and providing services without judgment
- Open to Feedback and Willingness to Learn
- Creative Solutions
- Customer Rapport
- Customer Retention
- Customer Conflict Resolution
- Customer Relations Abilities
- Schedule Coordination Expertise
Timeline
Scheduling Specialist
Advanced Behavioral Therapy
11.2022 - Current
Client Service Coordinator
Kadiant LLC
08.2020 - 10.2022
Lead Behavior Technician
Kadiant
05.2017 - 08.2020
B.A. - Psychology
University of Minnesota