SHANTEL SANTIAGO
Ocala
Summary
Empathetic and highly motivated customer service professional with over 6 years of experience in healthcare and behavioral health settings. Committed to ensuring client satisfaction and navigating complex service systems with compassion, accuracy, and efficiency. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
7
7
years of professional experience
Work History
Intake Coordinator/Screener
SMA HealthCare
02.2024 - 04.2025
- Conducted screenings and coordinated prior authorizations, ensuring compliance with payer requirements.
- Expedited critical cases through close coordination with clinical teams, reducing wait times for essential services.
- Conducted initial assessments of patient needs and eligibility for various programs or services offered by the organization.
- Assisted in developing an improved tracking system for incoming referrals, resulting in faster response times.
- Enhanced office productivity by handling high volume of callers per day.
- Established rapport with patients through empathetic listening skills and providing relevant information regarding their care plans.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Contributed to a positive work environment through effective teamwork and open communication among colleagues.
- Enhanced patient satisfaction with timely and accurate information during the intake process.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Delivered timely and accurate documentation into EHR systems.
- Served as a liaison between patients, providers, and support services to resolve concerns efficiently.
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
Counselor
New Seasons Treatment Center Quad County
11.2023 - 01.2024
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Guided clients in developing skills and strategies for dealing with problems.
- Implemented behavioral modification strategies to help clients develop healthier coping mechanisms.
- Utilized motivational interviewing techniques to encourage positive change in clients'' lives.
- Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
- Developed and facilitated group therapy sessions for increased social support and skill-building opportunities.
- Participated in ongoing professional development trainings to remain current on best practices within the counseling field.
- Communicated regularly with other professionals involved in the client''s care for coordinated service delivery efforts.
- Coordinated referrals between agencies to ensure seamless transitions for clients receiving multiple services.
- Collaborated with interdisciplinary teams to provide comprehensive care for clients with complex needs.
- Advocated for clients' needs, connecting them with community resources to support their well-being.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
Harm Reduction Counselor
Project Hospitality
08.2022 - 11.2023
- Fostered supportive environment, enabling clients to openly discuss their feelings and experiences.
- Provided education on mental health topics and resources to clients.
- Facilitated communication between all parties involved in a case, ensuring a clear understanding of responsibilities and expectations.
- Advocated for clients'' best interests during meetings with healthcare providers, ensuring they received necessary care and interventions.
- Provided safety planning, crisis intervention and case management to clients.
- Assisted and accompanied clients and families to court, legal appointments, health care, public benefits and social or community agencies relative to client short- and long-term stabilization goals.
- Provided service and supportive counseling in client's native language, translating and interpreting between client, family and third-party entities.
- Conducted thorough assessments to identify client needs and appropriate intervention strategies.
- Maintained detailed client records to track progress and adjust treatment plans as necessary.
- Supported clients progress toward mental and physical health goals through consistent case management and followup.
- Streamlined case management by efficiently organizing and maintaining legal documents, records, and exhibits.
- Managed a caseload of diverse clients, successfully addressing their unique needs while maintaining high standards of service delivery.
- Maintained accurate records and documentation, ensuring compliance with regulatory requirements and facilitating seamless audits.
- Facilitated timely transitions between care settings by coordinating with healthcare providers, families, and insurance companies.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Provided ongoing education to clients and families about available resources, empowering them to make informed decisions about their care.
Clinical Counselor
VIP Community Services
05.2018 - 08.2022
- Maintained confidentiality and upheld ethical standards in all interactions with clients, families, and colleagues.
- Conducted crisis interventions for clients experiencing suicidal thoughts or self-harm behaviors, ensuring safety and appropriate referrals.
- Utilized motivational interviewing techniques to encourage clients'' active participation in their treatment process.
- Reduced client wait times by streamlining the appointment scheduling process and optimizing time management.
- Increased patient satisfaction by providing empathetic, supportive, and non-judgmental counseling sessions.
- Continually updated professional knowledge through participation in continuing education workshops and conferences, enhancing the quality of care provided to clients.
- Improved client outcomes with thorough assessments, goal setting, and progress tracking.
- Established strong rapport with referring agencies resulting in a higher rate of successful placement of clients into appropriate services.
- Managed caseloads efficiently while adhering to strict deadlines for case notes submission, improving overall team productivity.
- Assisted in reducing hospital readmission rates through effective discharge planning and follow-up support.
- Linked clients to other programs and community agencies to enhance treatment processes.
- Leverages excellent oral and written communication skills to interact professionally with staff and clients.
Education
Bachelors of Science - Psychology, Social Sciences/ Behavioral Health
Mercy College
Dobbs Ferry, NY05-2017
Skills
- High Volume Call Handling
- Remote work capabilities
- De-escalation & Conflict Resolution
- HIPPA Compliance
- Electronic Health Records Systems
- Team Collaboration & Communication
- Time management & Multitasking
- Data Entry & Documentation
- Follow-up skills
- Scheduling and calendar management
- Problem-solving skills
- Inbound & outbound phone calls
- Detail-oriented
Languages
English & Spanish
Timeline
Intake Coordinator/Screener
SMA HealthCare
02.2024 - 04.2025
Counselor
New Seasons Treatment Center Quad County
11.2023 - 01.2024
Harm Reduction Counselor
Project Hospitality
08.2022 - 11.2023
Clinical Counselor
VIP Community Services
05.2018 - 08.2022
Bachelors of Science - Psychology, Social Sciences/ Behavioral Health
Mercy College
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