Mai Otsuki
West Linn,OR
Summary
Innate and natural ability to communicate with animals and to intuit their energetic needs, and understand the holistic integration of their energetic health.
Professional with more than 20 years of background in holding strong positions in client service. Committed to delivering impactful results, both independently and as a team, for the unified goal of positively impacting the health and wellbeing of animals.
Overview
16
16
years of professional experience
Work History
Client Services Representative
VCA NW Veterinary Specialists and Emergency Services
09.2021 - 03.2022
- Company Overview: An extremely busy 24 hour emergency/specialty animal hospital
- Hired during the peak of pandemic - trained for the position in a uniquely challenging environment - capably learned and handled duties within 2 weeks
- While experiencing staffing shortages for the front office, a 2 or 3 person team worked 12 hour shifts and handled up to 600 client phone calls with concerns for patient's immediate health
- As the hospital's first point of contact, all CSR's were trained in immediate medical triage to determine the health of patient, to give clear and honest communication as to the wait time, and determine and initiate hospital resources depending on the needs of patient
- Emergency Room triage duties and working in close relationship with the medical team
- Required knowledge of using multiple software and applications for the purposes of hospital wide communication, triage status, communication of wait times, severity of injuries and identifying relevant resources within a timely manner
- Absolute and unwavering compassion, patience, and empathy for our clients and their patients during some of the most stressful times in their lives
- Required ability to deescalate clients while remaining client/patient centered, being able to hear frustrations or concerns of clients without taking it personally and anticipating their concerns and finding solutions
- CSRs are also the main contact for Specialty appointments
- Responsible for scheduling and confirming appointments, explanation of treatment plans and fees, managing electronic medical records for the entire hospital, including Specialty
Medical Services Coordinator/Senior Youth Care Specialist
Janus Youth Programs - Cordero House
09.2016 - 08.2018
- Company Overview: Cordero is a residential treatment program which houses male adolescents under care and custody of the Oregon Youth Authority, and often transferred from juvenile detention facilities
- This position is responsible for providing ongoing supervision and care related to their medical needs, overseeing up to 14 clients at a time
- This includes, but not limited to, intake and assessment of medical and mental health needs within the first 30 days, making and driving clients to appointments, handling all matters related to insurance and billing, and adhering to state and Oregon Youth Authority guidelines
- Identifying and working with outside resources when necessary to meet the needs of each individual client around their healthcare needs
- Working closely with the probation and parole officers of each client
- When not working with clients in reference to their healthcare needs, this position also assisted in the evaluation of clients through the provision of individual and group skills training, family coaching, recording daily observations, targeting treatment goals, and by maintaining a structured living environment in accordance with program expectations
- Because this position required working with a very specific population of male adolescents, it was imperative to have the capability to remain calm and emotionally available in an environment serving youth who require a high level of supervision and redirection from staff
- Ability to work effectively in a team-dependent environment and to act on the agenda of the program
- Ability to exercise tact, discretion and judgment in working with a variety of people
- Ability to maintain appropriate professional boundaries in working with both clients and staff, and in handling confidential information
- Ability to effectively monitor safety and demonstrate group management skills and effectively deescalate potentially chaotic or volatile situations
- As the senior youth care specialist, this position required working in close conjunction with both the clinical team, management team, and the other youth care specialists
Head Youth Care Specialist/Program Assistant
Youth Progress Association - Jordan House
04.2014 - 06.2016
- Company Overview: Jordan House is a residential treatment program for gang-affected male adolescents under the care and custody of the Oregon Youth Authority
- This position is responsible for overseeing and supervising the day to day facets of the lives of clients within the structures of the residential program
- This included but was not limited to, closely supervising clients and modeling prosocial behavior both within the walls of the program and out in the community
- Required use of trauma informed care in supervision of, and in communication with clients
- Acknowledging that clients have the ability to empower themselves, voice their truths and make choices that further improve their own lives, and helping clients navigate their journey, while acknowledging their experience of trauma and working with appropriate medical professionals to provide a holistic approach to client's healing process
- Using appropriate communication tools to deescalate situations or experiences, modeling proper boundaries, and generally modeling prosocial behavior around clients while maintaining the proper balance between authority and community
- Daily documentation of services provided to each client for submission to the state and Oregon Youth Authority to ensure appropriate services are being provided in accordance with their guidelines
Receptionist/Recruiting Assistant
Klarquist Sparkman, LLP
06.2006 - 06.2010
- Answer multi-line calls from international and domestic clients, prospective clients, vendors, and domestic and international business associates
- Handle all internal calls for our Portland, Seattle, and Reno offices
- Greet clients, prospective clients, and business associates in a professional and friendly manner and provide outstanding customer service
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Work with HR to coordinate Out of Office schedules and coverage
- Assist in the Firm's recruiting efforts by coordinating and scheduling travel, interview schedules, and maintaining communication with Hiring Partner, HR Manager, and recruiting candidates
- Accept and complete various projects from various departments, including HR, Litigation, Accounting, legal assistants, and attorneys
- Implement screening procedures for intake of prospective clients
- Arrange and update conference schedules for attorneys and clients
- Arrange travel for attorneys and assistants
- Participate in the Firm's Event Committee and plan events ranging from summer picnics, in-house events, and Corporate Holiday Parties
- Participate in the Firm's Safety Committee and review safety procedures, implement new ideas, and perform regular maintenance of safety equipment, and emergency procedures
Education
BA - Liberal Studies, Black Studies, Minor in Sociology
Portland State University
Portland, OR06.2005
High school or equivalent -
West Linn High School
West Linn, OR06.2000
Skills
- Strong empathy
- Stress Tolerance
- Cultural Sensitivity
Volunteer Experience
- Guide Dogs for the Blind
- Peace Winds/Mercy Corp Japanese Tsunami and Earthquake Relief Trip
- SEH Head Start Program at Kings Elementary School
Languages
Japanese
Native or Bilingual
Timeline
Client Services Representative
VCA NW Veterinary Specialists and Emergency Services
09.2021 - 03.2022
Medical Services Coordinator/Senior Youth Care Specialist
Janus Youth Programs - Cordero House
09.2016 - 08.2018
Head Youth Care Specialist/Program Assistant
Youth Progress Association - Jordan House
04.2014 - 06.2016
Receptionist/Recruiting Assistant
Klarquist Sparkman, LLP
06.2006 - 06.2010
High school or equivalent -
West Linn High School
BA - Liberal Studies, Black Studies, Minor in Sociology
Portland State University
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