Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Driver License
Timeline
Generic

Martha Wooden

Gary,IN

Summary

Meticulous professional with strong leadership and relationship-building skills. Excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Home Healthcare, Behavioral Health Specialist, Behavioral Health Technician, Paraprofessional/Teachers Assistant Certification, Counseling, Case Worker, Case Management, Office Skills, Patient Care Coordinator, Sales, Marketing, Analysis, Management, Supervisory and Administrative.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Volunteer

Non-Profit Organizations
01.1996 - Current
  • Presently Volunteering in Phoenix, AZ
  • Volunteered in Chicago, IL
  • Major responsibilities were to create ways to help raise funding for various committees in the organization for community outreach
  • Responsibilities also included general office work, customer service, call center, hospitality as well as planning, organizing and supervising fundraiser and outreach events
  • Participate in benefit concerts
  • Volunteer opportunities with other Non-Profit Organizations participating in food drives, ministry and mission work in nursing homes and homeless shelters.

Remote Customer Service Representative

Conduent Call Center
11.2023 - Current
  • Answer Inbound Calls from customers/clients with questions concerning and/or related to their account. (An average of 40 to 50 calls are expected daily).
  • Respond to all customer inquiries by utilizing information learned during training and resources available through people, customer records, and knowledge management systems.
  • Identify customer needs to ensure the customer is provided complete and accurate information.
  • Acknowledging and resolving customer complaints and difficult situations.
  • Process required transactions via web-based applications.
  • Submit research requests in a concise yet accurate manner.
  • Maintain a thorough knowledge of the company and client programs, policies, and technology.
  • Communicate effectively in a warm and empathetic manner.
  • Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
  • Provide support to other positions/operations in cases during heavy workloads or absences.

Behavioral Health Technician II / Case Manager

Arizona State Hospital
12.2018 - 09.2022
  • As a Behavioral Health Technician 2/Case Manager, I work under the direction and general supervision of a registered nurse while assisting patients according to individual treatment plans and unit policy
  • My role ensures a therapeutic team approach in the care and treatment of psychiatric patients, and serves as a liaison between nursing and clinical services in carrying out prescribed patient treatment plans
  • In this position I provide assistance as requested while maintaining unit security along with conducting searches of patients and/or units for contraband, that will account for objects on the unit which could present a danger to patient and others on unit
  • In my BHT 2 position I maintain secured areas and also utilize NVCI techniques, physically restrains aggressive and/or violent patients.As a BHT 2 in this position I contribute as an active member of interdisciplinary team and confer with staff of the various disciplines of ongoing treatment of patients
  • This role discusses the concerns expressed by patients by listening, by offering suggestions, and by helping patients with perception, self-realization and orientation, in accordance with programs goals, objectives and treatment plan goals
  • This BHT 2 position also includes: − Leading, organizing and participating in therapeutic activities, exercise, and recreation − Supervising patient activities of daily living, social skills and money management − Communicating with patients in various situations, small groups, activity groups and as directed by supervisor − Observing, reporting, and documenting patient psychiatric and medical problems − Charting on new admissions, patients who are on special observation, unusual incidents − Charting vital signs and implements assigned treatment plan interventions under general supervision and reports all unusual incidents as required − Maintaining a safe work and patient environment, maintains an environment that supports patient rights, and provides safe transportation to and from off-unit assignments − Serving as group leader in psychiatric emergencies such as seclusions, management of aggressive patients, code arrests, etc
  • In the absence of Lead Tech or Psychiatric Nurse − Promoting quality service within a compassionate environment by treating patients, staff and coworkers with respect and dignity − Orients new BHT staff as well as float staff to the unit − Attending shift report, unit and committee meetings, mandatory education and training requirements − Coordinating with supervisor to complete required clinical oversight, per policy actions, if necessary − Supporting a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of ADHS, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Paraprofessional/Teacher's Assistant

Delta-T Group Staffing - Washington Elementary School District - Sunnyslope Elementary School
03.2019 - 03.2020
  • Assist, support, and work closely with teachers, administrators, and other team members in providing a quality instructional program to continuously improve student achievement
  • And also worked with children who have special needs, such as behavioral issues and learning disabilities.

Group Home Manager - Behavioral Health/Case Management

Sunshine Residential Homes
10.2017 - 11.2018
  • The House Manager's main responsibility is to provide support and care for the children living in the group home and to maintain a safe environment within the group home
  • Assist peers by directing interactions, including but not limited to behavioral management, and facilitating therapeutic, recreational and social life skills
  • In addition, the House Manager would supervise staff and maintain scheduling; coordinate daily operations pertaining to clients and staff; monitor daily group home schedules; accurately document each client's behaviors, sleep patterns, interactions, and providing a therapeutic approach during daily routine
  • Duties also included completing new client intakes and treatment plans
  • Customer Service and Other responsibilities may apply.

Behavioral Health Technician/Customer Service/Case Management

Terros Health
05.2017 - 10.2017
  • The Behavioral Health Technician works with persons with SMI designation that are transitioning from 24 hour residential, hospitals and group homes
  • This BHT provides services to ensure a smooth transition and linkage into needed supports to remain in the community
  • Skills for engagement, building relationship and coordinating care
  • Duties include, but are not limited to assessing service needs, customer service, creating treatment plans and case management with coordination of care with all entities involved in client care including completing new client intakes and treatment plans.

Patient Care Coordinator/Customer Service/Case Management - Behavioral Health Specialist and DDD

Prileo Home Care
09.2015 - 05.2017
  • While working as a team responsible for managing the services and schedules of over 200 clients and over 200 caregivers
  • Customer Service/Call Center - Answering phone calls received from other Case Managers in regards to new referrals, referral updates and authorizations, answering client or caregiver questions, disputes or concerns, responding to call offs and any type of matters in which case managers, clients and care givers may have when in contact with the Company
  • Scheduling intakes with new clients as well as scheduling on going supervisory home visits and developing a care plan for the client during the new client intake while also responsible for updating the care plans yearly
  • Duties include being 'On-Call' twice weekly/once a month on weekends after hours (rotating the on-call days between all care coordinators), provide assignments to caregivers based on clients needs
  • Also create and confirm caregiver work schedules as well as scan time sheets received for payroll
  • Duties also include networking and marketing in order to help increase clients and direct care workers
  • As a certified DCW/CPR/FA Instructor duties also include training new employees helping to certify in CPR/FA as well as providing training to obtain a DCW certification, which qualifies new employees to work as a family or agency care giver
  • Duties also include making sure that DCW's are in compliant with state required certifications, company policy and guidelines
  • Duties also include approving vacation time/time off requests after proper forms are submitted by care givers
  • Execute employee evaluations
  • Inputting new Clients and DCW file information in the Soneto computer data base
  • Created and maintained computerized record management systems to record and process data and generate reports
  • Participate in weekly mandatory company conference calls or training webinars to educate staff
  • With team effort responsible for the complete operation of the Prileo Home Care Phoenix Office.

Group Home Manager - Behavioral Health Specialist-Customer Service/Case Management and DDD

The Tungland Corporation
02.2015 - 12.2015
  • Major responsibilities were to ensure meals are properly prepared in accordance with established standards
  • Ensures adequate supply of nutritious food and supplies are available
  • Attends and participates in scheduled meetings
  • Adhere to confidentiality and privacy requirements
  • Meets and maintains requirements of federal, state, and local organizations
  • Coordinate all aspects of life in the setting
  • Ensure the coordination and adherence of medical care and health care needs
  • Ensure implementation behavior programs
  • Assist with selecting and hiring new employees
  • Ability to multitask, critical thinking, and practice basic problem solving skills
  • Other duties included scheduling and transporting clients-residents to doctor's appointments, community outings, events, day programs etc
  • In the company van
  • Stay on track with maintenance work of company vehicle
  • Maintain interior and exterior cleanliness, oil changes, getting gas and keeping vehicle records-logging in daily mileage info, renewing vehicle registration and vehicle insurance, etc
  • Conduct employee evaluations
  • Train and implement fire drills as required
  • Hire, Schedule, Direct and supervise direct care providers as well as direct, supervise and coordinates activities of clients
  • Maintain the Group Home and clients funds accurately by creating a daily, weekly and monthly reconciliation statement
  • Maintains daily, weekly and monthly budget and documented records of Group Homes Full Operation
  • Communicates and interfaces with various groups and individuals (supervisor, DDD Support Coordinators, subordinates, nurses, physicians, consultants, neighbors, families of clients-residents, etc.)
  • Respond to client-resident concerns, complaints and inquiries
  • Completes work order request forms and refers to home leasing agency or landlord as needed
  • Perform administrative duties which involve operating office equipment, composing letters, posting updated information, communicating on the phone, and delivers oral and written messages to staff, maintenance and the program coordinator
  • Manages individual records and ensures documentation by staff is correct and meets guidelines
  • Receives, reviews, processes, files and submits a variety of documents and reports as required by scheduled deadline dates
  • Adhere to the principles of The Tungland Corporation training curriculum
  • Abides by, enforces, and participates in the implementation and ongoing oversight of safety standards and regulations
  • Duties also include being on call for 24 hours per day, 7 days per week to assist with emergency situations
  • Oversees the assistance, monitoring, and/or training to individuals in the area of self-care, self-direction, independence, mobility and learning as directed by the Individual Service Plan (ISP) in order to enhance each individuals skill development, health, freedom and personal dignity
  • Implement behavior management/Crisis intervention
  • Provides safety skills including but not limited to basic first aid, fire drills, handle emergency situations
  • Created and maintained computerized record management systems to record and process data and generate reports
  • Adheres to attendance policy and is reliable
  • Possesses ability to evaluate and anticipate consequences calmly and professionally
  • Duties also included completing new client intakes
  • As well as execute other assigned duties
  • Trained and Certified in CPR, First Aid, Fire Safety, Customer Service, Direct Care Worker, Article 9 and DDD
  • Level 1 Fingerprint Clearance Card.

Direct Care Worker (DCW) - Behavioral Health and DDD

The Tungland Corporation
05.2014 - 02.2015
  • Major responsibilities consist of maintaining a safe, supportive environment which fosters the growth of self-help skills and facilitates daily living, health maintenance, medication administration, and behavioral development
  • Provide assistance, monitoring, and/or training to individuals in the area of self-care, self-direction, independence, mobility, and learning as directed by the Individual Service Plan (ISP) in order to enhance each individual's skill development, health, freedom, and personal dignity and Possesses effective communications skills
  • Maintain cleanliness of environment and Assists in behavior management and crisis intervention
  • Provides health care including, but not limited to, medication administration, nutrition, allergies, meal planning, doctor's visits, etc
  • Maintain confidentiality and privacy of files
  • Meet requirements of federal, state, and local organizations
  • Processes and maintains meticulous record keeping
  • Maintain optimum attendance and reliability
  • Practices good judgment and has ability to evaluate and anticipate consequences
  • As well as execute other assigned duties
  • Trained and Certified in CPR, First Aid, Fire Safety, Direct Care Worker, Article 9 and DDD
  • Has a Level 1 Fingerprint clearance card.

Merchandise Processor

Goodwill
09.2012 - 12.2012
  • Major responsibilities included processed high volume of online customer orders, merchandise, and packages in a fast-paced environment
  • Worked on the active pick line with some fragile merchandise
  • After picking and placing the merchandise in the correct bins, when finished picking the accurate product amount the merchandise was packed into the correct size shipping bags or boxed cartons and then placed on the conveyor ready to be shipped out
  • Operated a computer system (using a touch screen computer) (using hand held Radio Frequency [RF] used for Scanning the barcode of the correct picked item) and/or manual tracking of information to facilitate flow of merchandise through the distribution center
  • And In Store Customer Service.

Merchandise Processor

Gap Inc
05.2011 - 05.2012
  • Processed high volume of online customer orders, merchandise, and packages in a fast-paced environment
  • Worked on Active pick line with some fragile merchandise
  • Associates are designated a medium (space) size section to work in, picking and packing merchandise
  • Success depended on individual speed/accuracy as well as teamwork to get the merchandise through the line
  • Must be able to stand for 8-10 hours, while working on a rubber mat to protect joints
  • Expectation ranges from 150-200 units per hour Picking predetermined amounts of merchandise
  • Pick and place in the correct bins, then when finished picking the accurate product quantity, time to pack merchandise into correct size shipping bags or boxed cartons and then place on conveyor to be shipped out
  • Operates a computer system (using a touch screen computer) (using hand held Radio Frequency [RF] Scanning equipment to scan the barcode of the correct picked item) and/or manual tracking of information to facilitate flow of merchandise through the distribution center
  • Lifting up to as much as 50 pounds.

Data Entry Operator

Chicago Police Department
09.1997 - 10.2001
  • Responsibilities included customer service and general office duties such as answering the phones, filing and faxing reports
  • Other duties were updating information on the criminal arrest reports as well as responsible for filing the criminal arrest reports
  • Moved on to work in the Field Inquiry Department for a year and a half as a Data Entry Operator until resigning while on maternity leave
  • Major responsibilities were entering data reports in the database for towed, repossessed and stolen vehicles which were received by phone
  • Duties also consisted of customer service and general office duties such as answering the phones, filing and faxing reports.

Education

Training Certificate - Data Entry/Ten Key

Washington Business Institute
Chicago, IL
01.1990

Computer Science -

Northwest MO State University
Maryville, MO
01.1989

High School Graduate - Data Processing Major

Jones Metropolitan Business High School
Chicago, IL
01.1988

Skills

  • Patient Care Coordinator
  • Behavioral Health
  • Customer Service
  • Call Center
  • Networking
  • Intake Specialist
  • Case Worker
  • Case Management
  • Supervisor
  • Management
  • Team Player

Certification

  • CPR
  • First Aid
  • Level 1 fingerprint clearance card
  • Paraprofessional/Teachers Assistant Certification
  • CPI
  • Valid State drivers license
  • Food card and other certifications

Additional Information

SKILLS Budgeting and finance Client assessment and analysis Project management Team leadership Team liaison Powerful negotiator Intake Specialist Self-motivated Data management Strong verbal communication Process implementation Conflict resolution Risk management processes and analysis Customer Service/Call Center Office, Home Health Care, Health Care, DDD and Behavior Health Specialist and Tech, Patient Care Coordinator, Behavioral Health and DDD Supervisor, Case Worker/Case Management, Computer skills, Microsoft, Excel, Internet, Administrative, Office Skills, Crisis Prevention, Problem Solving, Paraprofessional/Teachers Assistant Certification

Driver License

Present

Timeline

Remote Customer Service Representative

Conduent Call Center
11.2023 - Current

Paraprofessional/Teacher's Assistant

Delta-T Group Staffing - Washington Elementary School District - Sunnyslope Elementary School
03.2019 - 03.2020

Behavioral Health Technician II / Case Manager

Arizona State Hospital
12.2018 - 09.2022

Group Home Manager - Behavioral Health/Case Management

Sunshine Residential Homes
10.2017 - 11.2018

Behavioral Health Technician/Customer Service/Case Management

Terros Health
05.2017 - 10.2017

Patient Care Coordinator/Customer Service/Case Management - Behavioral Health Specialist and DDD

Prileo Home Care
09.2015 - 05.2017

Group Home Manager - Behavioral Health Specialist-Customer Service/Case Management and DDD

The Tungland Corporation
02.2015 - 12.2015

Direct Care Worker (DCW) - Behavioral Health and DDD

The Tungland Corporation
05.2014 - 02.2015

Merchandise Processor

Goodwill
09.2012 - 12.2012

Merchandise Processor

Gap Inc
05.2011 - 05.2012

Data Entry Operator

Chicago Police Department
09.1997 - 10.2001

Volunteer

Non-Profit Organizations
01.1996 - Current

Training Certificate - Data Entry/Ten Key

Washington Business Institute

Computer Science -

Northwest MO State University

High School Graduate - Data Processing Major

Jones Metropolitan Business High School

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Martha Wooden