Morgan Wray
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
Work History
Member Service Representative
New Life Wellness Center
08.2021 - Current
- Met customer call guidelines for service levels, handle time and productivity while managing over 60 calls per day.
- Assist members with maximizing their benefits, and navigating healthcare system.
- Educate members on various healthcare plans and benefit coverage.
- Demonstrate high levels of patience when assisting members.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Ensure privacy and security of PHI and remain HIPAA compliant.
- Handled complaints with prompt, courteous service to uphold professional reputation
Behavioral Health Technician
La Paloma Living
09.2020 - 08.2021
- Created support system to clients by transporting and attending AA meetings, administering and overlooking medication, cooking in home and assisting clients with their everyday needs
- Follow up with every client to ensure recovery plan is followed, provided guidance to outpatient services when needed and helped to upkeep.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Increased patients productivity by 10% for 2020.
Therapy Manager
The ACES, The Austin Centers for Exceptional Students
08.2016 - 09.2020
- Worked directly with patients to deliver quality therapy.
- Assessed clients' mental health needs, developed treatment plans and monitored progress.
- Aid students in completing behavioral plans/strategies for enhancing quality of life
- Documented patient information, treatment plans, and patient responses.
- Delivered brief interventions to help clients develop healthy coping skills.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Oversaw team of 4 therapists handling load of long-term therapy patients and those needing temporary help
Education
High School Diploma -
Hawthorne High School
Hawthorne, CA06.2011
Skills
- Customer Support
- Member Relations
- Customer Standards Compliance
- MS Office
- Active Listening
- Excellent Communication
- Positive Attitude
- HIPAA Compliant
- HMO Experience
- Problem Solving
- Medical Terminology
- Quick Learner
Timeline
Member Service Representative
New Life Wellness Center
08.2021 - Current
Behavioral Health Technician
La Paloma Living
09.2020 - 08.2021
Therapy Manager
The ACES, The Austin Centers for Exceptional Students
08.2016 - 09.2020
High School Diploma -
Hawthorne High School
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