Mercedes Randall
Dearborn Heights,MI
Summary
A dedicated community health worker specializing in bridging the gap between underserved populations and essential medical, behavioral, and social services. Proven ability to handle crisis interventions, coordinate multi-disciplinary care plans, and navigate complex insurance and referral systems. Utilizes active listening and deep cultural responsiveness to build community trust, de-escalate high-stress situations, and measurably improve patient health outcomes.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Community Health Worker
Western Wayne Family Health Center
Taylor, MI
10.2025 - Current
- Patient Care Coordination: Managed comprehensive care plans and collaborated with multidisciplinary teams to coordinate provider care, drastically reducing hospital readmission rates.
- System Navigation & Support: Assisted clients and families in navigating complex healthcare systems, providing direct guidance on insurance options and connection to social services.
- Community Outreach & Education: Conducted health assessments to identify community needs, leading targeted promotional campaigns and education on disease prevention.
- Culturally Competent Advocacy: Built trust within underserved communities using empathetic communication, active listening, and dedicated cultural competency practices.
- Crisis Support & Follow-Up: Delivered crisis intervention and supportive counseling while following up in person, by phone, or in writing to ensure medical compliance.
- Public Health Collaboration: Partnered with public health officials to develop emergency response plans and engaged clients in wellness activities.
Customer Service Representative
Western Wayne Family Health Center
Taylor, MI
02.2025 - 10.2025
- Patient Intake & Scheduling: Welcomed patients, managed multi-line phone systems, scheduled appointments, and verified insurance coverages while maintaining strict HIPAA confidentiality regulations.
- De-escalation & Problem Solving: Defused high-stress situations, resolved patient billing or scheduling grievances with empathy, and maintained an unshakeable professional demeanor under pressure.
- Financial & Administrative Support: Collected copays, managed daily cash drawers, and accurately updated Electronic Health Records (EHR) to streamline check-in and check-out processes.
- Interdisciplinary Collaboration: Partnered with clinical staff and medical providers to minimize patient wait times and optimize daily clinic workflow and communication.
- Relationship Management: Cultivated strong patient rapport through active listening and proactive follow-up calls, significantly improving satisfaction scores and clinic retention rates.
Education
High School Diploma -
Asher Highschool
Southgate, MI06-2025
Skills
- Health Education & Wellness Promotion
- Care Coordination & Service Navigation
- Community Advocacy & Public Outreach
- Referral Management & HIPAA Compliance
- Cultural Responsiveness & Empathetic Care
- Crisis Intervention & First Aid/CPR
- Creative Problem-Solving & Resourcefulness
- Time Management & Organizational Skills
- Active Listening & Conflict Resolution
- Caseload Management & Detail Orientation
Certification
- MiCHWA Community Health Worker Training Program, Michigan Community Health Worker Alliance - 05/19/2026.
- Basic Life Support-BLS, NationalCPRFoundation - 06/02/2026.
- American Heart Association CHW Training Program, Amercian Heart Association - 10/13/2025.
- Managing Patients Living With Hypertension, Accelerated Learning by Renaye James Healthcare Advisors - 04/01/2026.
- Climate Change Impacts for CHWs, MiCHWA - 02/16/2026.
- Behavioral Health for CHWs, MiCHWA - 03/06/2026.
- Health Equity and Climate Change, MiCHWA - 02/14/2026.
- The Impact of Technology on Youth Education, Development, and Health, Accelerated Learning by Renaye James Healthcare Advisors - 03/12/2026.
- Managing Patient Living with Diabetes, Accelerated Learning by Renaye James Healthcare Advisors - 03/04/2026.
- Navigating the Hidden Challenges of Health Centers Roles in Addressing the Opiod Crisis, Accelerated Learning by Renaye James Healthcare Advisors - 02/09/2026.
Timeline
Community Health Worker
Western Wayne Family Health Center
10.2025 - Current
Customer Service Representative
Western Wayne Family Health Center
02.2025 - 10.2025
High School Diploma -
Asher Highschool