Melissa Rivers
Providence Health & Services
Vancouver
14
years of professional experience
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work History
Certified Behavior Technician
1 Year 3 Months- Enhanced client progress by implementing individualized behavior intervention plans.
- Maintained detailed records of client behaviors and interventions, ensuring accurate tracking of progress over time.
- Collaborated with team members to identify areas for improvement in client session processes, implementing changes as needed.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Call Center Representative
2 Years 4 Months- Managed high-volume patient inquiries, delivering accurate information and timely resolution across multiple service channels.
- Coordinated appointment scheduling, referrals, and message routing while maintaining strict confidentiality and service standards.
- Resolved complex billing, insurance, and access issues by researching records and connecting callers with appropriate resources.
- Mentored new representatives on call handling procedures, documentation standards, and customer service expectations.
Barista
5 Years 2 Months- Provided excellent customer service while preparing drinks, cleaning, cash handling, stocking, and performing other duties.
- Resolved customer issues and objections.
- Demonstrated consistent professional working relationships with colleagues, customers, and vendors.
- Maintained regular and consistent attendance and punctuality.
Adolescent Counselor
2 Years 1 Month- Assisted therapists and physicians in daily assessment of needs for up to 50 patients.
- Used critical thinking to determine the best therapeutic course of action regarding discipline and consequences for patients.
- Maintained consistent communication with other staff members to remain aware of all situations in the facility.
- Monitored youth behavior and offered guidance and support for positive change.
- Supervised youth in engaging environment to promote security and safety for all ages.
- Led up to 12 group therapy meetings per week and was in charge of 6-10 patients consistently as a primary counselor.
Education
Medical Assisting Diploma - Medical Assisting
Bachelor of Arts - Psychology
Skills
Extensive job experience in concentrated customer service with special attention to detail and organization
Use of critical thinking and active listening skills to resolve situations of conflict and provide solutions
Clear and concise communication with proven ability to work independently or as vital team member and mentor
Extensive knowledge and experience with EPIC medical systems and call center operations
Strong Organizational Skills
Multitasking and Time Management
Timeline
Call Center Representative
Providence Health & Services
07.2024 - 11.2026Read More
Certified Behavior Technician
Discovery Behavior Solutions
03.2023 - 06.2024Read More
Barista
Symposium Coffee
09.2015 - 11.2020Read More
Adolescent Counselor
Northwest Behavioral Healthcare Services
05.2013 - 06.2015Read More
Western Oregon University
Bachelor of Arts from Psychology
Read More
Everest Institute
Medical Assisting Diploma from Medical Assisting
Read More