RACHEL RASHO
Glendale,AZ
Summary
Dedicated Behavioral Health Professional with a strong background in coaching and supporting children from birth to 18, addressing behavioral issues with a client-centered approach. Dedicated to providing holistic, client-centered care by working in diverse settings, including home, school, and the community, while offering essential family support services. Committed to fostering positive outcomes and creating nurturing environments for youth and their families.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Youth and Family Support Specialist
Touchstone
04.2023 - Current
- Implemented modeling techniques and support services outlined in prepared family service plans.
- Stayed current on available social services and community resources to support families.
- Customized services to meet needs of culturally-diverse families with varied socioeconomic backgrounds.
- Engaged families through home visits and open, positive communications.
- Developed rapport to create safe and trusting environment for care.
- Monitored progress and documented patient health status changes to keep care team updated.
- Visited home environments to help clients develop comprehensive life skills.
- Counseled children and family members on coping skills and available resources.
- Maintained detailed records and helped prepare case reports.
Tier 3 Escalations Representative
DoorDash Corporate
03.2022 - 04.2023
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions
- Offered assistance in implementing and developing training programs.
- Provided support to merchants on the DoorDash platform, assisting them with their Drive orders.
- Documented phone calls and actions taken to handle customer cases efficiently.
- Managed and created delivery schedules for merchants, ensuring timely and accurate deliveries.
- Resolved payment disputes for merchants, ensuring satisfactory resolutions.
- Communicated effectively with Dashers and customers, taking necessary actions as needed.
- Managed Dashers' accounts by blocking, paying, or filing reports, as required.
- Sent emails to merchants regarding refunds and provided additional information as necessary.
- Analyzed and developed service goals for inbound call center.
- Proficient in various software tools, including SalesForce, Knowledge Base, Dispatch, Mint, and Macros.
- Increased customer satisfaction ratings to 98%.
LOF Support Representative
Aston Carter
11.2021 - 03.2022
- Coached employees through day-to-day work and complex problems.
Set priorities and problem-solved workflow issues to maintain rapport with customers and managers. - Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Managed and created delivery schedules for merchants, ensuring timely and accurate deliveries.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Resolved payment disputes for merchants, ensuring satisfactory resolutions.
- Effectively communicated with Dashers and customers, taking necessary actions as needed.
- Sent timely emails to merchants regarding refunds or requested additional information as necessary.
- Ensured strict adherence to privacy and data protection laws while handling sensitive information during interactions with merchants, Dashers, and customers.
Customer Service Representative
Reqroute- Molina Healthcare
08.2021 - 10.2021
- Working for Molina Healthcare and providing information for patients and providers.
- Assisting members with their healthcare plans.
- Assisting health facilities with information on their and patients.
- Answering phone calls and being able to look up the information needed.
- Multitasking and helping providers get the information needed.
- Get CPT codes for health facilities and see if clients are covered.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Vaccine Specialist
VincentBenjamin - COVID
06.2021 - 10.2021
- Maintained strict adherence to patient privacy and HIPAA laws while assisting patients with scheduling COVID-19 vaccination appointments.
- Learned and applied patient privacy and HIPAA laws in daily patient interactions to ensure their protected health information (PHI) was secure and confidential.
- Assisted patients in scheduling COVID-19 vaccination appointments.
- Handled patient queries and concerns regarding COVID-19 vaccinations and appointments, providing accurate information and addressing their worries and stress.
- Ensured accessibility and proximity to the patient's location while scheduling vaccination appointments.
- Provided patients with alternative options in case no appointments were available.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Proficient in answering patient questions regarding COVID-19 vaccinations and addressing their concerns, providing clear and concise information to ensure their safety and well-being.
Pharmacy Technician
Oakmill Pharmacy
03.2014 - 10.2015
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Set up and modified patient profiles to include current medications and insurance details.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Counted and labeled prescriptions with correct item and quantity.
- Calculated dosage, filled prescriptions, and prepared prescription labels accurately.
- Stocked, labeled, and inventoried medication to keep accurate records.
Education
Associate of Applied Science - Behavioral Science And Human Services
Maricopa Community Colleges - Glendale Community College
Glendale, AZ12.2024
High School Diploma -
Maine East High School
Park Ridge, IL08.2014
Skills
- Capable of effectively managing and de-escalating crises, ensuring the safety of clients
- Proficient in assessing and analyzing individuals' behaviors to identify triggers and patterns
- Demonstrated ability to connect with clients and provide emotional support in a nonjudgmental manner
- Dedicated to advocating for clients' rights and ensuring they receive appropriate care and support
- Proficient in maintaining detailed and accurate case notes, ensuring all client interactions are well-documented
- Diligent in ensuring accuracy in case notes, billing, and record-keeping to avoid errors
- Adaptable and culturally sensitive when working with clients from diverse backgrounds
- Experience collaborating with multidisciplinary teams, such as therapists, social workers, and educators, to provide comprehensive support
- Skilled in mediating conflicts and facilitating effective communication between clients, family members, or team members
- Excellent time management abilities to juggle multiple responsibilities and meet deadlines
- Diligent in ensuring accuracy in case notes, billing, and record-keeping to avoid errors
- Competent in using relevant software and tools for case management, billing, and data tracking
- Diligent in ensuring accuracy in case notes, billing, and record-keeping to avoid errors
- Schedule Management
- Intervention Support
- Coaching
Certification
CPR Certification, Health & Safety Institute (HSI), received April 2023, valid through April 2025
Crisis Prevention Intervention (CPI) Certification, Nonviolent Crisis Intervention Training, received April 2023, valid through
Level One Fingerprint Clearance Card, Arizona Department of Public Safety, received April 2023, valid through April 2029
References
William D. Beverly, PhD, LMFT
- Job Title: Licensed Psychologist
- Company: Glendale Community College
- Email: william.beverly@gccaz.edu
- Phone: (623) 845-3212
Timeline
Youth and Family Support Specialist
Touchstone
04.2023 - Current
Tier 3 Escalations Representative
DoorDash Corporate
03.2022 - 04.2023
LOF Support Representative
Aston Carter
11.2021 - 03.2022
Customer Service Representative
Reqroute- Molina Healthcare
08.2021 - 10.2021
Vaccine Specialist
VincentBenjamin - COVID
06.2021 - 10.2021
Pharmacy Technician
Oakmill Pharmacy
03.2014 - 10.2015
Associate of Applied Science - Behavioral Science And Human Services
Maricopa Community Colleges - Glendale Community College
High School Diploma -
Maine East High School
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