Nyla Brown
San Antonio,TX
Summary
Dedicated professional skilled in customer service, patient access, documentation, conflict resolution, and multitasking. Experienced in managing high call volumes while maintaining patient confidentiality and ensuring a welcoming environment for clients and their families.
Overview
2027
2027
years of professional experience
Work History
Treatment Coordinator
Eating Recovery Center Pathlight Mood and Anxiety
Houston, TX
01.2024 - Current
- Maintained accurate documentation of patient interactions and care updates.
- Supported crisis intervention efforts by providing immediate assistance to patients.
- Ensured compliance with agency policies through meticulous client record maintenance.
- Collaborated with physicians, social workers, and healthcare providers to deliver comprehensive patient care.
- Educated clients on available resources and services within their communities.
- Provided case management services to ensure the delivery of quality care.
- Actively participated in staff meetings discussing best practices in patient care coordination.
- Supported clients during hospital admissions and discharges.
- Facilitated referrals to community resources such as housing, transportation, employment opportunities.
Patient Access Representative
Cenikor
Houston, Texas
04.2023 - 01.2024
- Facilitated appointment scheduling for various services.
- communication assistance between patients and the unit staff for scheduling purposes
- Educated patients on facility services, ensuring clarity in treatment options available.
- Provided exceptional customer service by addressing patient concerns and inquiries promptly.
- Greeted patients and visitors in a courteous and professional manner.
- Scanned documents into electronic medical records system.
- Answered phones promptly in a professional manner.
- Communicated financial obligations to patients and their families
- Actively participated in team meetings and training sessions.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Answered telephones and directed calls to appropriate medical or administrative staff.
- Scheduled and confirmed patient appointments and consultations.
Casemanager
Child Protective Services
San Antonio, Texas
01.2021 - 10.2022
- Developed individualized service plans for families in crisis.
- Provided ongoing support and guidance to families throughout case management process.
- Maintained detailed case documentation and compliance with legal standards.
- Facilitated communication between families, children, and service providers.
- Monitored progress of cases to ensure adherence to service plans.
- Participated in team meetings to review cases and strategize interventions.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Monitored client progress through regular follow-up contacts.
- Maintained accurate case records and documentation according to agency guidelines.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Conducted comprehensive assessments of child safety and family needs.
- Collaborated with healthcare providers involved in a client's case.
- Supported family members by providing information on local support groups.
- Conducted initial assessments to determine client eligibility for programs and services.
Switchboard Operator
San Marcos Treatment Center
San Marcos, TX
2017 - 2020
- Operated multi-line phone system to manage incoming calls efficiently.
- Directed calls to appropriate departments and staff members promptly.
- Assisted visitors with inquiries and directed them to the correct locations.
- Maintained accurate records of incoming calls and messages for follow-up.
- Ensured a welcoming environment for clients, families, and staff at all times.
- Handled confidential information with discretion and professionalism.
- Operated telephone switchboard and routed calls to correct destination.
Mental Health Technician
San Marcos Treatment Center
San Marocs, TX
09.2016 - 08.2017
- Assisted with daily living activities and personal hygiene for residents.
- Monitored patient behavior and reported changes to the clinical team.
- Documented patient progress at the facility
- Conducted observation and monitoring during shift hours.
- Observed and documented changes in patient behavior and reported any significant changes to the clinical team.
- Documented observations, interventions and concerns in patient charts from admission through to discharge.
- Documented patient interactions in compliance with HIPAA requirements.
- Encouraged positive behaviors through rewards systems when appropriate.
- Assisted in transporting clients to the switchboard office for visitations and therapy appointments when necessary.
- Aided patients in performing activities of daily living.
- Developed basic strategies to promote patient safety, wellness and independence.
Sandwich Artist
Subway
Bellmead, Texas
2014 - 2015
- Prepared sandwiches according to customer specifications and company standards.
- Maintained cleanliness of workstations and dining areas throughout shifts.
- Followed food safety guidelines for handling, storage, and sanitation practices.
- Maintained cleanliness of work area throughout shift.
- Prepared food items such as sandwiches, salads, soups, and drinks according to customer orders or company recipes.
- Used the cash register to receive payments by cash, credit card, and coupons
- Kept customer and food preparation areas clean and well-organized.
- Restocked counter supplies and condiment stations, cleaned windows, and emptied trash cans during slow periods.
Surveyor
Customer Research International
San Marcos, Texas
2015 - 2016
- Contacted various individuals via phone to conduct surveys
- Conducted Surveys over the phone with Individuals
- Maintained professionalism and a welcoming environment
- Conducted a high call volume while maintaining positivity and professionalism
Education
Master of Applied Arts - Social Work
Texas State University
San Marcos, TX12-2020
Bachelor of Applied Arts - Social Work
Texas State University
San Marcos, TX08-2019
High School Diploma -
Northview Highschool
Dothan, Alabama05-2013
Some College (No Degree) - Music Education
St. Mary's University
San Antonio, TXSkills
- Patient documentation
- Case management
- Customer service
- Resource and referral provider
- Conflict resolution
- Patient care coordination
- Patient safety
- Switchboard operation
- Patient assessment
- Appointment scheduling
- Patient care
- Multitasking
- Documentation
Timeline
Treatment Coordinator
Eating Recovery Center Pathlight Mood and Anxiety
01.2024 - Current
Patient Access Representative
Cenikor
04.2023 - 01.2024
Casemanager
Child Protective Services
01.2021 - 10.2022
Mental Health Technician
San Marcos Treatment Center
09.2016 - 08.2017
Switchboard Operator
San Marcos Treatment Center
2017 - 2020
Sandwich Artist
Subway
2014 - 2015
Surveyor
Customer Research International
2015 - 2016
Master of Applied Arts - Social Work
Texas State University
Bachelor of Applied Arts - Social Work
Texas State University
High School Diploma -
Northview Highschool
Some College (No Degree) - Music Education
St. Mary's University