Raven Robinson
Philadelphia,Pennsylvania
Summary
Takes initiative and excels at multi-tasking or in a fast-paced environment. Detail oriented, conscientious, reliable, trustworthy and articulate. A hard worker set high standards for myself, and possess exceptional customer service skills. Highly motivated individual and committed with proven history of superior performance at team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.
Overview
10
10
years of professional experience
Work History
Mental Health Technician
Bryn Mawr Hospital
09.2023 - Current
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.
- Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Educated patients on coping strategies and self-help techniques to better manage their mental health symptoms.
- Monitored patients'' progress, documenting changes in behavior and updating treatment plans accordingly.
- Assisted in the development of individualized treatment plans to address specific patient needs and promote recovery.
- Improved patient well-being by providing compassionate care and support during their mental health journey.
- Promoted a safe, therapeutic environment by enforcing facility policies and maintaining patient confidentiality at all times.
- Empowered patients by setting realistic goals, encouraging personal growth, and celebrating achievements throughout the recovery process.
- Implemented evidence-based therapeutic interventions to help clients manage mental health difficulties.
Direct Care Professional
Indian Creek Foundation
11.2020 - 06.2023
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life
- Administered medication as directed by physician
- Maintained clean, safe and well-organized patient environment
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies
- Assisted disabled clients to support independence and well-being
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm
- Monitored progress and documented patient health status changes to keep care team updated
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness
- Helped with home management tasks, meal preparation, grocery shopping and routine cleaning
- Supervised daily activities and provided assistance to staff
- Followed nutritional plans to prepare optimal meals.
Call Center Representative
Conduent Call Center
05.2018 - 07.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Educated customers on company systems, form completion and access to services
- Resolved concerns with products or services to help with retention and drive sales
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Behavioral Health Technician
Woods Services
11.2017 - 04.2019
- 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
- Conducted client rounds every [Timeframe] to check on residents
- Performed client intake procedures according to internal standards for new admissions
- Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each
- Searched resident belongings prior to and during stays
- Kept facility clean, performed basic maintenance and restocked supplies to support program needs
- Prepared and submitted daily [Type] reports to management
- Charted on each patient daily
- Treated clients and families with respect and dignity
- Taught clients how to complete basic household chores and prepare food
- Facilitated on-site activities, support groups and outings for clients.
Patient Transport
Penn Presbyterian Medical Center
03.2014 - 05.2018
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs and stretchers
- Assisted with lifting and handling patients using appropriate patient safety equipment such as lift swings, stand-up lifts and overhead lifts
- Collaborated with CNAs, nurses and physicians to maintain stability during transport and facilitate event-free transport
- Analyzed patients' medical conditions to identify proper mode of transport
- Located and picked up hospital's requisitioned supplies from designated areas to transport supplies to assigned treatment areas
- Identified malfunctioning ambulatory equipment to report to appropriate department for repair or replacement.
Med Tech
The Chelsea Senior Living
05.2016 - 04.2017
- Measured patient vital signs such as blood pressure, pulse rate and temperature to record information on patients' charts
- Performed patient service duties by communicating directly with patients, answering questions and assisting with concerns
- Administered medications and performed basic and advanced patient assessments
- Interacted with patients and families while demonstrating high standards of performance, teamwork and compassion
- Communicated with patients and families to obtain patient medical histories and vital information
- Monitored inventory levels of supplies, equipment and reagents used and placed orders for replacements.
Audit Support Assistant/Invoice Specialist
Cotiviti Healthcare
11.2015 - 12.2016
- Coached employees through day-to-day work and complex problems
- Monitored employee and customer interactions to assess quality of service
- Monitored office supplies and re-ordered, working with senior staff to keep desired supplies in stock for seamless office functionality
- Wrote and published memos, notes and other written correspondence, promoting professional in-office communication for employees
- Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel
- Answered phone calls promptly and professionally, directing callers to appropriate personnel.
- Managed high call volume, prioritizing cases and providing prompt assistance to customers.
- Assisted in the development of training materials and resources for the support team to enhance overall performance levels.
- Developed comprehensive knowledge base articles for internal and external use, reducing support ticket volume.
- Mentored junior staff members on proper documentation techniques enabling more effective tracking of case progress.
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel.
- Wrote and published memos, notes and other written correspondence, promoting professional in-office communication for employees.
- Monitored system performance trends to proactively identify potential areas of concern before they impacted customers'' experiences negatively.
- Maintained detailed records of customer interactions, noting any trends or recurring issues for further analysis.
- Contributed to improvements in customer retention rates through exceptional service quality and relationship-building efforts.
- Handled escalated customer complaints professionally, working towards satisfactory resolutions for all parties involved.
- Reduced response times by implementing efficient case management strategies for quicker issue resolution.
- Streamlined workflow processes for increased efficiency and productivity within the support team.
- Trained new support assistants, sharing knowledge of company policies, procedures, and software systems.
Education
High School Diploma -
Preparatory Charter High School
Philadelphia, PA06.2009
Skills
- OFFICE SKILLS
- Typing 40 wpm
- Data Entry
- Front Desk Administrative knowledge
- Internet Explorer/Internet Research
- Power Point
- Customer Service training
- Filing/ Record keeping
- ICD-9/CPT Coding
- Microsoft Office Suite
- Operation of multi-line telephone
- SKILLS/TRAINING/CERTIFICATIONS
- Valid Driver's License
- Skilled in Microsoft programs (Office, Outlook and Excel)
State
Pennsylvania
Zip
19141
City
Philadelphia
Timeline
Mental Health Technician
Bryn Mawr Hospital
09.2023 - Current
Direct Care Professional
Indian Creek Foundation
11.2020 - 06.2023
Call Center Representative
Conduent Call Center
05.2018 - 07.2019
Behavioral Health Technician
Woods Services
11.2017 - 04.2019
Med Tech
The Chelsea Senior Living
05.2016 - 04.2017
Audit Support Assistant/Invoice Specialist
Cotiviti Healthcare
11.2015 - 12.2016
Patient Transport
Penn Presbyterian Medical Center
03.2014 - 05.2018
High School Diploma -
Preparatory Charter High School
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