Marilyn Phillip

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for customers and the company.
• Responded to customer requests for products, services, and company information.

• The Representative, Customer Experience role at Molina Healthcare focuses on providing exceptional customer support to members and providers
• The position involves resolving issues, addressing needs effectively, and enhancing the overall experience for Molina's customers
• The representative will engage with customers through various communication channels and ensure that their inquiries are handled with empathy and professionalism
• Provide service support to members and/or providers using contact center communication channels including phone, chat, and email
• Conduct surveys related to health assessments and member/provider satisfaction
• Accurately document details related to Member or Provider inquiries
• Work scheduled shifts within operational hours, including potential overtime and weekends
• Build rapport and respond empathetically to customers, exceeding their expectations
• Listen attentively to capture relevant information and identify inquiries and concerns
• Meet/exceed individual performance goals in Call Quality, Attendance, and other objectives
• Engage and collaborate with internal and external departments as needed
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• Support provider needs for inquiries involving member eligibility, covered benefits, and claims status

• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Answered inbound calls to support customers by resolving questions concerning their accounts, products, and services
• Handled billing issues, delivery, payment, and order inquiries
• Leveraged sales expertise to promote products and capitalize on up-sell opportunities
• Strong written and verbal communication skills
• Processed required transactions via web-based applications, able to prioritize
• Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts
• Fast learner in fast paced environments

• Maintained standard precautions to include infection prevention
• Assist patients to ambulate with assistive devices to include walkers, canes
• Lead trainer for new Care Partners to Medical Surgery Floor
• Advanced technical training in phlebotomy, simple treatments, dressing changes, oral suctioning, and discontinuing Foley catheters
• Performing clerical functions such as: retrieval of data, maintaining/ inventory unit supplies, and transporting supplies/patient medications

• Assist residents with self-administration of medications according to company policies and procedures and state regulations
• Perform Blood Glucose Monitoring tests, record results on Blood Glucose Log and follow orders for insulin as directed, in accordance with state regulatory criteria
• Complete a count of controlled substances with oncoming shifts
• Document accurate count or promptly report discrepancy in drug count to the Resident Care Director
• Assist with maintaining a neat and orderly Wellness Center, including managing resident health records, supplies and files
• Maintain security protocols for securing medications and supplies
• Always carry keys when on duty
• Worked with Doctors and Insurance companies to insure proper medications coverage
• Assist with resident care delivery and duties as needed
• Serve as a role model for Resident Assistants using appropriate techniques
• Use Positive Physical Approach and ensure that resident care staff use Positive Physical approach in interactions with residents, families, and each other
• Provide simple first aid to residents as needed
• Observe residents for any mental or physical changes in condition and take appropriate action including notifying the Resident Care Director, family, and physician
• Assist with the identification of all at-risk residents (falls, elopement, skin impairment) and provide necessary, timely interventions under the direction of the Resident Care Director
• Maintain Resident's Rights while providing care
• Follow Standard Precautions policy using proper protective equipment and handwashing as needed
• Promote a team concept with care staff in all areas of the community
• Provide Pocket Worksheet assignments to Resident Assistants at the start of each shift
• Adjust assignments as needed based on residents needs and number of care staff on duty
• Ensure that all work assignments are completed according to schedule and that job duties are carried out in a safe and effective manner, including attendance in Dining Room
• Ensure all Resident Care staff carry pagers and respond to resident calls for assistance in a timely manner
• Assist with answering calls as necessary
• Document and report all job-related injuries to the Resident Care Director immediately
• Assist supervisor by providing input in performance appraisals of Resident Assistants
• Assist in the orientation and training of staff including training on new policies and procedures as directed by the Resident Care Director
• Document staff absences and tardiness and communicate those to Resident Care Director
• Provide leadership and oversee communication in the absence of the Resident Care Director or when directed by the Resident Care Director

• Assess and monitor patient vital signs
• Develop and promote patient independent care by introducing and teaching assisted living techniques, such as use of a cane or walker, use of special utensils for eating, use of special techniques and equipment for personal hygiene needs
• Maintain a safe, secure, and healthy patient environment by following certified CAN standards and protocol: change of linens, dusting, vacuuming; maintain kitchen and bathroom facilities, handle personal laundry; and maintain security
• Prepare and provide (preparing, cooking, and serving meals and snacks) nutritious meals as prescribed and consistent with dietary requirements and nutritional standards
• Maintain continuity of patient home care through documenting and communicating actions, irregularities, and specific need for the next caregiver

• Check and ensure the accuracy and efficiency of route activities
• Provide checks and balances of deposit activities, as well as opening and closing of Branch
• Supervising, training, coaching, counseling, and disciplining route crews
• Manage and supervise personnel, including scheduling and collection of timecards
• Keep area Manager abreast of related/relevant activities and provide input accordingly
• Monitoring/overseeing audit of route paperwork and driver logs
• Enforcing and supporting safety, security, and human resources programs
• Provide optimal customer service

• Crisis work with the adolescent population

• Observation and monitoring of inmates
• Serve as liaison to local law enforcement
• Administrative duties that ensure operational readiness

• Assess crisis calls to assure appropriate referrals
• Case Management
• Maintain confidential client records
• Serve as a liaison to other support agencies
• Client eligibility determination
• Asses/Assist with insurance

• Adolescent and family crisis intervention under the supervision of the Program Manager or Director
• Assist in planning developing and demonstration of various treatment approaches for clients with input from a multidisciplinary treatment team
• Assures the development of a comprehensive treatment plan by the primary adolescent worker with input from the treatment team
• Work with the Recreational Coordinator to develop a schedule of therapeutic recreational activities and assure that activities scheduled are followed and evaluated for overall resident participation and satisfaction
• Direct or co-direct therapeutic skill-based groups

• Supervision of Childcare Workers
• Coordination of recreational activities
• Serve as liaison to referring agencies and Insurance companies
• Maintain client records

• Staff supervision
• Care and counsel of abuse/ delinquent children

• Develop, implement, and supervise training programs for the Youth Advisory Council
• Design and coordinate programs for the underprivileged children in the neighboring community
• Coordinated the first Youth Environmental Summit for the Discovery Center