Shirley Adams
Chicago,IL
Summary
Compassionate and dedicated mental health professional with experience in mobile crisis intervention, behavioral health support, and direct caregiving services. Skilled in crisis assessment, de-escalation techniques, and connecting individuals to community resources and mental health services. Experienced in working with diverse populations including individuals experiencing homelessness, mental health crises, and substance use challenges. Strong ability to build rapport, provide emotional support, and collaborate with multidisciplinary teams to ensure client safety and stability. Committed to promoting recovery, dignity, and person-centered care in high-stress environments.
Overview
8
8
years of professional experience
Work History
Client Relationship Coordinator
Oak Street Health, part of CVS Health
Chicago, IL
01.2024 - 03.2026
- Coordinated and managed high-volume patient scheduling and intake operations, including insurance verification, pre-authorizations, and certifications, supporting accurate billing and reducing claim denials
- Resolved 30+ patient escalations weekly through empathetic communication and problem-solving, serving as a liaison between patients, providers, and external partners, and contributing to a 15% increase in patient satisfaction
- Analyzed and reported patient engagement metrics to identify service gaps and drive process improvements, while training staff on de-escalation, resulting in increased team efficiency and consistency in patient experience.
Peer Support Specialist
Bobby E. Wright
Chicago, IL
02.2025 - 02.2026
- Respond to community-based mental health crises as part of a Mobile Crisis Response Team, providing immediate behavioral health support and intervention.
- Conduct crisis assessments to evaluate risk factors including suicidal ideation, homicidal ideation, and psychiatric instability.
- De-escalate individuals experiencing acute mental health episodes using trauma-informed and person-centered engagement techniques.
- Collaborate with clinicians, case managers, hospitals, shelters, and community providers to coordinate appropriate levels of care.
- Assist individuals experiencing homelessness in accessing emergency shelter, mental health services, and community resources.
- Complete behavioral health intakes and documentation in accordance with agency and state guidelines.
- Support voluntary and involuntary hospitalizations when individuals present a danger to themselves or others.
- Provide brief supportive counseling, psychoeducation, and resource navigation to stabilize individuals in crisis.
- Transport clients to hospitals, shelters, or treatment facilities when necessary to ensure safety and continuity of care.
Assistance Home Care Navigator
CareProfessionalSelect
Downers Grove, IL
02.2022 - 12.2025
- Supervised and managed a team, coordinating weekly schedules for 100+ client care hours based on availability, certifications, and skill sets to maintain full coverage and continuity of care
- Trained and evaluated 30+ caregivers on mobility equipment and personal care procedures, improving safety compliance and care consistency
- Led onboarding and compliance for 30+ new hires, managing 100% completion of IDPH eligibility, background checks, urine analysis, HR policies, accelerating caregiver readiness and regulatory compliance.
Receptionist Health Specialist
Hartgrove Hospital
Chicago, IL
04.2018 - 02.2020
- Managed front desk operations in a behavioral health hospital, greeting patients, families, and staff in a professional and compassionate manner.
- Answered multi-line phone systems, routed calls, and scheduled patient appointments.
- Completed patient registration and intake while verifying insurance and demographic information.
- Maintained strict confidentiality and compliance with HIPAA regulations.
- Coordinated communication between nursing staff, psychiatrists, therapists, and other departments.
- Assisted with patient admissions, discharges, and visitor check-in procedures.
- Maintained organized medical records and administrative documentation.
Education
High School Diploma - General Studies
Kalamazoo Valley Community College
KalamazooSkills
Crisis Intervention
Suicide Risk Assessment
Mental Health Assessments
Behavioral Health
Trauma-Informed Care
Motivational Interviewing
Safety Planning
Risk Assessment
Timeline
Peer Support Specialist
Bobby E. Wright
02.2025 - 02.2026
Client Relationship Coordinator
Oak Street Health, part of CVS Health
01.2024 - 03.2026
Assistance Home Care Navigator
CareProfessionalSelect
02.2022 - 12.2025
Receptionist Health Specialist
Hartgrove Hospital
04.2018 - 02.2020
High School Diploma - General Studies
Kalamazoo Valley Community College