Serina Jackson
BLACK OR AFRICAN AMERICAN (Not Hispanic Or Latino),LA
Summary
Compassionate professional known for delivering quality service that focuses on each patient's individuality. Highly trained Behavioral Health Specialist skilled in assessing needs, identifying educational resources and developing effective treatment plans. Strong background in fostering human connections for patients and caregivers alike. Respectful with proven track record of helping clients improve mental health and well-being through evidence-based therapeutic approaches. Skilled in selecting and utilizing appropriate treatment modalities and interventions to meet needs of individuals. Passionate about helping people manage mental health and improve quality of life. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Behavioral Health Specialist
Longleaf Hospital
04.2023 - Current
- Demonstrate a sense of urgency related to the importance of patient safety and provide excellent customer services.
- Ensure the well-being of patients and provide a positive, supportive and structured environment.
- Responsible for conducting safety checks and ensuring that supervision is conducted at 15 minute intervals, as noted in special precautions, or in accordance with individualized supervision guidelines as needed.
- Document timely, accurate and appropriate clinical information in patient's medical record.
- Assist in providing a safe, secure and comfortable environment for patients, significant others and staff.
- Interact routinely with patients, observe behaviors and communicate significant observations to nursing staff.
- May oversee or assist patients with activities of daily living, including toileting, bathing, dressing, grooming, oral hygiene, meals, snacks, hydration and changing bed linens.
- May obtain patient's vital signs, height and weight as assigned and document in patient record.
- Facilitate patient educational-rehabilitative groups which cover a variety of topics including social skills, coping skills, anger management and independent living skills.
- Engage patients in activities and interactions designed to encourage achievement of treatment goals.
- Complete and maintain required documentation. Assist with follow-up and paperwork as required on incidents and events that may take place in the facility.
- May provide transportation for patient or coordinate transportation with appropriate staff member.
- Demonstrate a positive, empathetic and professional attitude towards customers always. When patient needs are not met, acknowledge and work to resolve complaints. Recognize that patient safety is a top priority.
Residential Services Specialist
Pinecrest Supports And Services Center
05.2017 - 04.2023
- As an Rss2 job duties are to specialize in assisting with the daily living of disabled and mentally & behaviorally challenged individuals. These duties vary but are not limited to assisting with the care and grooming of individuals as well as being able to help calm or control challenging behaviors. Many of the individuals that reside at the facility work Monday- Friday on grounds within different areas throughout Pinecrest communities or attend Day Services. Staff assist with those jobs and day services which provide individuals with the ability to learn and sharpen up their academic skills as well as assisting in helping to better groom themselves such as brushing or combing hair and exercising. Staff assist with helping to feed with or without adaptive equipment as well as just observing those who can feed themselves. During the day the residents have block schedules personalized with different activities, trips, therapy, and recreational activities pertaining to each of the 4 programs that house individuals just for that area. Staff throughout the day taking individuals to doctors appointments on and off grounds as well as putting together activities such as dances, parades, and carnivals for individuals. During the evenings assist with bathing and hygiene preparing the individuals for bed or rest time for the next day. I have also pulled home manager successfully numerous times when circumstances occurred to where the home manager was not able to come in. RSS5 oversees not only the individuals of the home also staff that assists with daily living activities of the individuals. As an acting RSS5 I made sure all individuals were cared for and following daily schedules as well as being taken to any on ground and off ground appointments. I assisted with any & all incidents and maintained an open line of communication between myself, staff and individuals on the home .
Customer Service Representative
Southerland Global Services
03.2014 - 05.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
High School Diploma -
Grant High School
Dry Prong, LA05.2011
Skills
- Behavioral Health
- Intervention Strategies and Techniques
- Crisis Intervention
- Behavioral Treatment Services
- Interpersonal and Written Communication
- Client Coping Mechanisms
- Group Counseling
- Call Management
- Complaint Resolution
- Account Updating
- Product Knowledge
- Active Listening
- Problem Resolution
- Professional Telephone Demeanor
- Prioritization
- Problem-Solving Abilities
Timeline
Behavioral Health Specialist
Longleaf Hospital
04.2023 - Current
Residential Services Specialist
Pinecrest Supports And Services Center
05.2017 - 04.2023
Customer Service Representative
Southerland Global Services
03.2014 - 05.2017
High School Diploma -
Grant High School
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