Mollie Harrell-Thomas
Zephyrhills
Summary
History of helping others orchestrate successful career choices through community colleges and educational programs, public speaking presentations on programs, and activities designed to heighten awareness, comprehension and access to healthcare services designed to enhance communities, individuals and family’s lives. Including 15 years’ hands on experience working with special needs students with school system, and community-based organizations. Provide exceptional customer service and problem-solving skills with both internal and external customers. Orients & educates by developing interdisciplinary plans using case management tools and participating in meetings, coordinating information and care requirements with other providers.
Overview
17
17
years of professional experience
Work History
Customer Care Specialist
Tidewell Hospice
01.2021 - Current
- Effectively manage both inbound and outbound calls involving a variety of topics according to company policies and procedures
- Manage and respond to time sensitive requests for information by engaging multiple departments
- Assist patients, referral sources, and department inquires to resolve matters by phone, electronically and in person
- Apply problem solving skills to resolve customer inquiries, requirements for eligibility for services, and escalate using appropriate channels when necessary
Community Relations Representative
Tidewell Hospice
01.2019 - 01.2021
- Spearhead marketing plans in community through outreach activities, community health fairs, events, business expos and community colleges to network and educate community about Tidewell Hospice’s services
- Assisted in the design, implementation and evaluation of education programs and services that address end-of-life matters
- Served as an active liaison in community to organizations and groups targeted toward health care, services to seniors, end-of-life care, such as Chamber(s) of Commerce and other business organizations
Care Coordinator
Humana
01.2014 - 01.2018
- Coordinated all aspects of care for members including assisting in making MD appointments, transportation, medication reconciliation and social concerns
- Provided telephonic Health Care support to Virginia Demo Members through education, interdisciplinary team and utilization management
- Educated members on the importance of follow-up with providers and keeping preventative screenings such as HEIDIS measures
- Provided care management support, made referrals to appropriate departments, and provided education, encouragement
SNAP Career Counselor
Suncoast Workforce Board, Inc.
01.2011 - 01.2014
- Provided case management for SNAP program
- Conduct customer interviews to gather information on career barriers, educational background, work experience, skills, interest and eligibility
- Verified eligibility for program services
- Assisted customers with identifying achievable and realistic service and employment goals
- Established and maintained effective relationships with area agencies and businesses develop and maintain effective professional relationships with all Workforce staff and Assisted customer with job placement
- Monitored customers' progress during participation in service activities
- Assisted other departments within Suncoast Workforce with program activities
- Use OSST and Florida system to manage customer cases
Welfare Transitional Case Manager
Suncoast Workforce Board, Inc.
01.2009 - 01.2011
- Monitored and managed customers progress through case management
- Interviewed customers to gather information on training needs, educational background, work experience, skills, interest and eligibility
- Assisted customers in identifying employment and career goals
- Authorized and coordinated supportive services such as childcare, transportation and counseling
- Provided follow-up after job placement to ensure job retention and the elimination of barriers that may impede customer success
- Assisted customers in working with other community agencies and social service organizations
- Developed and maintained effective professional relationships with Suncoast Workforce management, staff and customers
Education
Florida Certified Workforce Professional Tier 1 Certification -
01.2009
B.A. - Criminal Justice
Keiser University
Sarasota, Florida06-2009
Skills
- Payment processing
- Quality assurance
- Customer service excellence
- Problem resolution
- Call center experience
- Relationship building
- Time management
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Punctuality and reliability
- Email correspondence
- Understanding customer needs
- Microsoft office
- Inbound customer service
- Customer relations
Timeline
Customer Care Specialist
Tidewell Hospice
01.2021 - Current
Community Relations Representative
Tidewell Hospice
01.2019 - 01.2021
Care Coordinator
Humana
01.2014 - 01.2018
SNAP Career Counselor
Suncoast Workforce Board, Inc.
01.2011 - 01.2014
Welfare Transitional Case Manager
Suncoast Workforce Board, Inc.
01.2009 - 01.2011
Florida Certified Workforce Professional Tier 1 Certification -
B.A. - Criminal Justice
Keiser University
Awards and Recognition
Toastmasters International Communication Charter Member 2011, Advanced Communicator Bronze Certification 2014, Six Sigma Yellow Belt Humana 2017