Michelle Stone

• Answer incoming calls for 2-1-1 Resource and Referral Hotline in Spokane, Pend Oreille, Stevens, and Ferry counties.
• Utilize active and empathetic listening skills to identify caller needs.
• Gather and record caller demographic information.
• Summarize resources available and provide contact information to caller.
• Assist callers with completing Basic Food Applications over the phone.
• Refer callers with higher needs to Care Navigation team.
• Mail 2-1-1 and Basic Food information to agencies in rural communities.
• Currently training to update listings in the 211 database system.

• Document resident behavior in electronic medical record (Credible).
• Accurately document billable individual and group services and submit encounters to insurance.
• Assist patients with daily administration of medications under direction of prescribing doctor.
• Provide direct ongoing support to individuals with a wide range of behavioral health issues in a dual-diagnosis treatment facility. Monitor safety and encourage activities of daily living.
• Neutralize crisis situations and navigate personal conflicts between residents.

• Updated the business directory information on ChamberMaster
• Triaged and scheduled entrepreneurs with the SBDC Advisor
• Social Media Manager for ShopHarney
• Greeted visitors and provided local destination information

With over 10 years of employment with Symmetry Care I was promoted to different positions within the agency and gradually took on more duties and responsibilities.

Mental Health Case Manager (2019 to 2021)–

• Accurately documented billable individual encounters in Credible (EHR) and submitted to billing department.
• Attached information and documents to client chart in Credible.
• Created client-centered treatment plans by evaluating individual's strengths and needs that support client's overall health and independence.
• Utilized evidence-based treatments with a variety of individuals experiencing a wide range of behavioral health challenges (including vulnerable, aging, and severe and persistent mental illness populations).
• Coordinated and advocated for client's needs with treatment team and community partners.
• Managed a case-load of 20 individuals.

Community Health Worker and Engagement Specialist (2017 to 2021)–

• Accurately documented billable individual and group encounters in Credible (EHR) and submitted to billing department.
• Attached information and documents to client chart in Credible.
• Created multiple evidence-based support groups and provided weekly instruction.
• Assisted clients with accessing community resources and services to help improve the client's 8-Dimensions-of-Wellness.
• Monitored program-wide client engagement in services and referred clients, as needed, for additional support services.
• Assisted new clients with enrolling into the program and scheduling assessments.

Receptionist (2015-2017)–

• Updated health records and ensured compliance with HIPAA in Credible (EHR).
• Entered and organized data in Credible (EHR).
• Generated daily reports in Credible and exported to Excel.
• Requested and released patient information and records utilizing HIPAA compliant guidelines.
• Managed appointment scheduling in the Credible system, and scheduled psychiatrist's patient calendars.
• Greeted, checked in, and assisted clients. Developed and maintained positive rapport with clients.
• Processed all inbound calls daily and addressed customer queries, following proper phone etiquette.
• Managed payments and receipts.
• Managed and monitored office supply inventory.

Life Skills Trainer at Independence Place (2011-2015)-

• Document resident behavior in electronic medical record (Credible).
• Assist patients with daily administration of medications under direction of prescribing doctor.
• Provided direct ongoing support to individuals with a wide range of behavioral health issues in a dual-diagnosis treatment facility.
• Monitored safety and encourage activities of daily living.
• Neutralize crisis situations and navigate personal conflicts between residents.

Additional skills, tasks, and projects:

• Assisted new staff with navigating the Credible system and office familiarization.
• Monitored and assigned training to staff members in Relias training program. Created Relias trainings for in-house staff using Powerpoint. Instructed in-person trainings.
• Advocated for client needs and implemented change to the Engagement Policy changing it from a punitive system to assertive system.
• Created professional photographs for business website.
• Planned, organized, and hosted agency events; Including community events, staff parties, community volunteering events, school outreach activities, etc.