Paula Mora
El Paso,TX
Summary
Dynamic professional offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Transitional Services Specialist/Caseworker II
Emergence Health Network
El Paso, TX
09.2020 - Current
- Assists authorized clients with transitional services to include lethality risk assessments, skills training, symptom management, safety planning, and rehabilitation services
- Completes necessary documentation to include but not limited to intake registration, Adult Needs and Strengths Assessment (ANSA), attempts to face to face contact, and service delivery
- Collaborates with client, guardian, and/or advocate to determine and complete Person-Centered Recovery Plan (PCRP) goals, objectives, and interventions
- Assist in placements as needed to nursing homes, Assisted Living Facilities and foster homes
- Assists clients with the provision of services as outlined in their PCRP
- Makes necessary changes and updates client PCRP plans, goals, and objectives to reflect client's abilities and accomplishments
- Ensures the provision of continuity of care through linkage request to an EHN behavioral clinic/program of client's choice prior to the expiration of the transitional LOC
- Reviews and verifies client information in various Electronic Health Care databases
- Maintains communication with supervisor regarding client cases
- Corresponds with appropriate internal and external personnel
- Maintains compliance with all Joint Commission, Texas Health and Human Service Commission Administrative Codes, Texas Resiliency and Recovery Guidelines, National Council for Behavioral Health, and Certified Community Behavioral Health Clinic (CCBHC) training requirements relevant to job duties, including but not limited to those dealing with use of restraints and physical holding of individuals receiving services.
Instrument Technician
Sierra Medical Center
El Paso, TX
12.2016 - 11.2023
- Knowledge of materials, assembly processes, surgical tray assembly, quality control methods, and sterilization techniques
- Ensure surgical instruments are sterile and ready for physician prior to operations and medical procedures
- Maintain and prepare surgical instrument trays for the Operating Room and general Nursing Units, according to specifications
- Proficient in meeting quality standards for sterilization services
- Knowledge of relevant equipment, policies, sterilization procedures
- Follow proper sterilization and disinfection procedures, and aseptic techniques with minimal supervision
- Conduct tests and inspections of products, or processes to evaluate quality or performance.
EHN Liaison /EPBHS Community Liaison/QMHP/Caseworker III
Emergence Health Network
El Paso, TX
11.2016 - 08.2020
- Responsible for serving as liaison, which encompasses a wide array of duties, including collaborating with Court Liaison, County Attorney’s office, and Mental Health Probate Court staff, advocacy for optimal clinical care, development of optimal treatment planning, filing necessary documents with County Clerk’s office, completing Emergency Detentions on referrals from the County Attorney’s office, and coordinating with key stakeholders in a community collaborative manner
- Provides on site, ongoing case management services, skills training, and rehabilitation services for adults with mental illness and/or individuals with developmental disabilities for the duration of the individual’s admission to the unit, including general symptom management, community living skills, and employment related skills to increase our client’s independence and increase their ability to maintain community tenure
- Provides client-tailored community referrals and linkage to assist the client in meeting individual needs and psychosocial requirements to include psychosocial needs.
EHN Liaison Program Administrator/EPBHS Community Liaison/QMHP/CWIII
Emergence Health Network
El Paso, TX
04.2011 - 11.2016
- Responsible for Administrative and Clinical Program oversight including serving as agency’s Community Liaison representative
- Ensure compliance with contract guidelines, budget adherence, and clinical fidelity on evidence-based curriculum and provided supportive, direct supervision to unit staff to enhance their optimal client care
- Develop and maintained collaborative relationships with the criminal justice system as well as community and state partners to ensure client and program success
- Meet with patients discharging from El Paso Psychiatric Hospitals to provide after care appointments with Psychiatrists and Caseworker to ensure Continuity of Care
- Provided crisis and 1:1 counseling intervention service as is needed, to ensure psychiatric stabilization
- Ensure all third-party payer requirements were followed and required documentation was submitted in a timely manner
- Maintain knowledge of budget issues and expenditures
- If inpatient stabilization is needed, provide on-going coordination with crisis team and psychiatric facility/hospital for patients experiencing a behavioral/emotional crisis with the potential for life threatening behavior and/or acute psychiatric crisis
- Provide patient tailored community referrals and linkage to assist the patient in meeting individual needs and psycho-social requirements to include psychiatric needs
- Responsible for intra-agency and inter-agency coordination and referrals
- Ensured that continuity of care and proper clinical follow-up is conducted if patient is not referred for inpatient treatment
- Determine eligibility to program, provided proper and clinical referral and intervention based on outcome of outpatient service eligibility
- Provide coordination to community resources and services as clinically indicated.
Interim-Program Administrator/Supervisor, Caseworker II, QMHP/OCR Program
Emergence Health Network
El Paso, TX
11.2013 - 08.2014
- Responsible for administrative and clinical program oversight including serving as agency’s Jail Liaison representative
- Ensured compliance with contract guidelines, budget adherence, and clinical fidelity on evidence-based curriculum and provided supportive, direct supervision to unit staff to enhance their optimal client care
- Developed and maintained collaborative relationships with the criminal justice system as well as community and state partners to ensure client and program success
- Provided effective linkages from hospitalization and jail placement to community so clients are served in least restrictive environment of care
- Screens potential clients and determines client eligibility
- Provided crisis and 1:1 counseling intervention services as is needed, to ensure psychiatric stabilization
- Ensured all third-party payer requirements were followed and required documentation was submitted in a timely manner
- Maintained knowledge of budget issues and expenditures
- If inpatient stabilization is needed, provide on-going coordination with crisis team and psychiatric facility/hospital for patients experiencing a behavioral/emotional crisis with the potential for life threatening behavior and/or acute psychiatric crisis
- Provided patient tailored community referrals and linkage to assist the patient in meeting individual needs and psycho-social requirements to include psychiatric needs
- Responsible for intra-agency and inter-agency coordination and referrals
- Ensured that continuity of care and proper clinical follow-up is conducted if patient is not referred for inpatient treatment
- Determined eligibility to program, provided proper and clinical referral and intervention based on outcome of outpatient service eligibility
- Provided coordination to community resources and services as clinically indicated.
EHN Liaison Caseworker II, QMHP/EPPC
El Paso MH/MR
El Paso, TX
02.2007 - 04.2011
- Completes all intake paperwork for clients that are linked to services in EPMHMR
- Coordinates discharge for clients including scheduling aftercare appointments
- Develops service Plan with consumer, family, service providers, and other consumer-identified individuals
- Provides service coordination to clients and family as necessary
- Attends treatment team meetings while maintaining a good working relationship with EPPC staff
- Maintains effective communication channels with primary servers to any clients that are hospitalized
- Attends court and represents the center in a positive, professional manner
- Works with primary caseworkers to assist to plan in discharge including treatment and housing
- Attends weekly retrospective review to discuss client admissions, discharges and concerns
- Documentation of case activities in medical record and submitted in timely manner
- Develops and maintains cooperative working relations with community network of agencies
- Performs quality assurance activities
- Participates in the design of unit services
- Daily reviews admissions and possible discharges.
Supported Housing -Caseworker II, QMHP/EPPC
El Paso MH/MR
El Paso, TX
12.2004 - 02.2007
- Responsible for the clinical programming for all assigned customers in Solana Outpatient Services with special emphasis on job development for the Supported Employment program
- Responds to emergencies during working hours as well as on call on monthly basis and assists customers with accessing services
- Responsible for development/enhancement of independent living skills, increased management of mental health symptoms by ensuring customers receive the support that they need to be successful in their chosen housing and employment situations
- Determines the appropriate type of intervention and provides linkage to other programs, responsible for the documentation of assigned customers.
Therapist Tech IV/Employment Specialist-Supported Employment Program
Life Management Center
El Paso, TX
11.1996 - 10.2001
- Job development for MH/MR customers provided job-coaching, developed treatment plans for each consumer on caseload
- Provided Rehab job skills training to assist customers in obtaining and maintaining employment
- Provided ongoing support to consumers already working
- Documentation of services provided to each consumer on caseload
- Provided bus training to individuals that were placed at a worksite to start working
- Prospect and identify potential clients and leads
- Present and demonstrate products/services to clients
- Build and maintain strong customer relationships
- Negotiate terms and close sales/deals with potential employers
- Collaborate with sales and marketing teams to achieve sales goals and placements
- Stay updated with industry trends and market developments
- Provide exceptional customer service and post-sale support
- Prepare sales reports and forecasts.
Education
Bachelors Degree in Social Psychology - Social Psychology
Park University
Ft Bliss, TX06-2004
Associate of Science - Surgical Technology
El Paso Community College
El Paso, TX06-2001
Skills
- Knowledge of materials
- Assembly processes
- Surgical tray assembly
- Quality control methods
- Sterilization techniques
- Meeting quality standards for sterilization services
- Knowledge of relevant equipment
- Policies
- Sterilization procedures
- Proper sterilization and disinfection procedures
- Aseptic techniques
- Conducting tests and inspections
- Assisting with transitional services
- Lethality risk assessments
- PASSAR / Assisting Living Facilities
- Skills training
- Symptom management
- Safety planning
- Rehabilitation services
- Completing necessary documentation
- Intake registration
- Adult Needs and Strengths Assessment (ANSA)
- Guardianship
- Person-Centered Recovery Plan (PCRP)
- Crisis Intervention
- Assisting in placements
- Nursing homes
- Assisted Living Facilities
- Foster homes
- Provision of services
- Updating client PCRP plans
- Continuity of care
- Electronic Health Care databases
- Communication with supervisor
- Corresponding with internal and external personnel
- Maintaining compliance with regulations
- Joint Commission
- Texas Health and Human Service Commission Administrative Codes
- Texas Resiliency and Recovery Guidelines
- National Council for Behavioral Health
- Certified Community Behavioral Health Clinic (CCBHC) training requirements
- Serving as liaison
- Collaborating with Courts/County Attorney/Probate Court
- Advocacy for optimal clinical care
- Emergency Detentions
- Coordinating with key stakeholders
- On-site case management services
- Community living skills
- Employment-related skills
- Client-tailored community referrals
- Linkage services
- Proper clinical follow-up
- Documenting service delivery
- Sales expertise
- Documentation And Reporting
- Customer Retention
- Computer Skills
- Customer Support
- Service Delivery Optimization
- Workflow Management
- Sales Support
- Service Recommendations
- Data Entry
- Quality Control
- Clerical Support
- Customer Service
- Attention to Detail
- Strong Work Ethic
- Listening Skills
- Program follow-up and assessment
- Multitasking and Organization
- Conflict Resolution
- Service Scheduling
- Records Management
- Performance Goals
- Handling Customer Complaints
- Client rapport
- Records Maintenance
- Complaint resolution
- Customer Relationship Management
- Data Processing
- Excellent Communication
- Customer consulting
- Reporting and documentation
- Team Collaboration
- Personnel Training
- Equipment Troubleshooting
- Safety Management
- Supply Ordering
- Emergency Response
Certification
- First Aid/CPR, 2024
- ANSA, 11/01/23
- Certified Sterile Processing and Distribution Technician 5/2/2022
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
References
References available upon request.
Timeline
Transitional Services Specialist/Caseworker II
Emergence Health Network
09.2020 - Current
Instrument Technician
Sierra Medical Center
12.2016 - 11.2023
EHN Liaison /EPBHS Community Liaison/QMHP/Caseworker III
Emergence Health Network
11.2016 - 08.2020
Interim-Program Administrator/Supervisor, Caseworker II, QMHP/OCR Program
Emergence Health Network
11.2013 - 08.2014
EHN Liaison Program Administrator/EPBHS Community Liaison/QMHP/CWIII
Emergence Health Network
04.2011 - 11.2016
EHN Liaison Caseworker II, QMHP/EPPC
El Paso MH/MR
02.2007 - 04.2011
Supported Housing -Caseworker II, QMHP/EPPC
El Paso MH/MR
12.2004 - 02.2007
Therapist Tech IV/Employment Specialist-Supported Employment Program
Life Management Center
11.1996 - 10.2001
Bachelors Degree in Social Psychology - Social Psychology
Park University
Associate of Science - Surgical Technology
El Paso Community College
- First Aid/CPR, 2024
- ANSA, 11/01/23
- Certified Sterile Processing and Distribution Technician 5/2/2022
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