MIKAYLA L. JILLSON
Syracuse,NY
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of mental health related work.
Overview
6
6
years of professional experience
Work History
988 Crisis Line Worker
Contact Community Services
02.2023 - Current
- Used effective listening skills to assess and deescalate callers in crisis.
- Document calls efficiently while navigating the call.
- Follow company procedures and guidelines during each phone call in regards to safety planning.
- Trained to call Mobile Crisis dispatch team as needed as well as 911 services.
Medical Intake Customer Care Advocate
Excellus BCBS
01.2022 - 09.2022
- Resolve customer inquiries pertaining to contract benefits, claim payments and enrollment
- Communicate with providers on behalf of members and obtain insurance authorizations
- Identify and follow through on issues impacting the health plan and customer experience.
Barista
Starbucks
09.2021 - 04.2022
- Cash drawer management, prepare hand craft drinks, maintain clean work environment.
Medical Receptionist
St. Josephs Health
05.2021 - 12.2021
- Patient check-in, insurance verification, appointment scheduling, member profile maintenance, HIPPA compliance
- Miscellaneous administrative responsibilities as needed.
Daycare Assistant
Lisa’s Little Ones Daycare
01.2018 - 05.2021
- Childcare provider for infant thru school age children, including, meal preparation, planning and facilitating educational activities and games and general childcare responsibilities.
Education
Master of Science - Mental Health Counseling
SUNY College At Oswego
Oswego, NY05.2025
Bachelor of Arts - Sociology, Social Welfare
SUNY At Albany
Albany, NY12.2020
Associate of Arts - Human Services
Onondaga Community College
Syracuse, NY08.2018
Skills
- Correcting Discrepancies
- Customer Relations
- Carrier Relations
- Online Systems
- Customer Data Confidentiality
- Data Integrity
- Training and Development
- Verifying Coverage
- Microsoft Office
- Documentation
- Microsoft Office
- Documentation
Accomplishments
- Study Abroad Program in Belize - Winter 2020
- Big Brother Big Sister Mentor - 2015 to 2019
- Contact Community Services Mental Health Hotline Intern - Summer 2018
- NAACP SUNY Albany, Public Relations Chair - 2018 to 2020
- Hudson Valley Writers Guild, Volunteer Event Coordinator & Social Media Manager - 2019
- Applied Suicide Intervention Skills Training (ASIST)
Timeline
988 Crisis Line Worker
Contact Community Services
02.2023 - Current
Medical Intake Customer Care Advocate
Excellus BCBS
01.2022 - 09.2022
Barista
Starbucks
09.2021 - 04.2022
Medical Receptionist
St. Josephs Health
05.2021 - 12.2021
Daycare Assistant
Lisa’s Little Ones Daycare
01.2018 - 05.2021
Master of Science - Mental Health Counseling
SUNY College At Oswego
Bachelor of Arts - Sociology, Social Welfare
SUNY At Albany
Associate of Arts - Human Services
Onondaga Community College
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