Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Stefanie Martinez

Garden City,KS

Summary

Proven leader in behavioral health and customer service management, leveraging skills in problem-solving and multicultural sensitivity to drive quality improvement and patient satisfaction at Genesis Family Health. Excelled in team collaboration and critical thinking, enhancing patient care and streamlining processes. Achieved significant advancements in mental health service accessibility and team productivity without compromising professionalism or patient privacy. 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. Bilingual Behavioral Health Specialist accustomed to evaluating and identifying appropriate services for individuals. Strong knowledge of diverse behavioral disorders and treatment options. Dedicated to building strong and trusting rapport to foster progress. Passionate individual with exceptional skills in patient resource and referral management. An energetic Behavioral Health Specialist considered an expert communicator and a dedicated patient advocate. Detail-oriented team player with strong organizational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

Behavioral Health Care Coordinator

Genesis Family Health
09.2021 - 07.2024
  • Collaborated with multidisciplinary teams to provide coordinated care for patients with complex needs.
  • Served as a liaison between patients, families, and treatment providers to facilitate clear communication and collaboration in care planning efforts.
  • Streamlined communication between healthcare providers, ensuring timely updates on patient progress and treatment adjustments.
  • Assisted patients in identifying personal strengths that could be leveraged in treatment planning efforts toward better outcomes.
  • Conducted psychoeducational presentations on topics related to mental health awareness, prevention strategies, and available resources in the community.
  • Evaluated program effectiveness using qualitative data and feedback from patients, families, and healthcare providers to inform continuous improvement efforts.
  • Developed strong relationships with community organizations, expanding options for referrals and support services.
  • Maintained accurate records of patient interactions, assessments, and interventions for quality improvement purposes.
  • Increased access to mental health services through effective case management and resource allocation.
  • Enhanced staff knowledge of behavioral health issues by providing training on relevant topics such as trauma-informed care or crisis intervention techniques.
  • Enhanced patient outcomes by developing and implementing comprehensive behavioral health care plans.
  • Participated in ongoing professional development activities to remain current on best practices in behavioral health care coordination.
  • Facilitated group therapy sessions to foster a supportive environment for patients experiencing similar challenges.
  • Worked closely with adults and children in community settings, at residential facilities and within homes.
  • Developed written behavioral plans in Spanish for bilingual patients.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Communicated with patients, ensuring that medical information was kept private.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.

Bilingual Customer Service Supervisor

The Home Depot
06.2019 - 09.2021
  • Reduced customer complaints by proactively identifying potential issues and implementing solutions.
  • Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Streamlined communication processes for better efficiency between team members and clients.
  • Managed escalated cases effectively, leveraging bilingual capabilities to bridge communication gaps when necessary.
  • Coached and mentored team members to improve their language skills and overall performance.
  • Consistently met or exceeded key performance indicators related to response times, resolution rates, and customer satisfaction scores.
  • Facilitated cross-functional collaboration between teams to ensure efficient delivery of services while maintaining client satisfaction levels.
  • Conducted regular performance reviews, providing constructive feedback to foster professional growth within the team.
  • Collaborated with other departments for seamless coordination during escalated situations or special requests.
  • Established strong relationships with clients by understanding their needs and delivering personalized solutions.
  • Maintained a high level of cultural sensitivity, fostering an inclusive work environment for all employees.
  • Increased team productivity by optimizing schedules, workload distribution, and resource allocation.
  • Ensured compliance with company policies and procedures through regular monitoring and reinforcement of best practices.
  • Addressed employee concerns, promoting a positive work environment that retained top talent.
  • Championed continuous improvement initiatives aimed at enhancing overall operational efficiency within the department.
  • Contributed to business development efforts by providing valuable insights on target markets based on bilingual interactions.
  • Supported upper management in implementing new initiatives aligned with organizational goals.
  • Implemented performance metrics tracking to identify areas for improvement and recognize top performers.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Maintained and managed customer files and databases.
  • Documented customer service policies, scripts and procedures in [Language].
  • Developed a deep understanding of customer service principles and customer service best practices.
  • Helped improve customer satisfaction by translating customer paperwork and company documentation.
  • Built relationships with customers and community to establish long-term business growth.
  • Developed training materials for [Language]-speaking customer service representatives.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Managed accounts to retain existing relationships and grow share of business.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Implemented systems and procedures to increase sales.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Human Resources Manager

Puratos De Mexico S.A. De C.V
05.2010 - 07.2018
  • Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
  • Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
  • Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
  • Maintained human resources regulatory compliance with local, state and federal laws.
  • Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
  • Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
  • Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Managed complex benefits administration, ensuring accurate enrollment and timely processing of claims.
  • Motivated employees through special events, incentive programs, and constructive feedback.
  • Developed comprehensive onboarding programs to facilitate smooth integration of new employees into the organization.
  • Optimized payroll processing procedures for accuracy and timeliness using advanced software solutions.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Provided expert guidance on labor laws and regulations, mitigating legal risks for the organization.
  • Processed employee claims involving performance issues and harassment.
  • Reduced time-to-hire metrics by optimizing recruiting processes, utilizing technology, and streamlining candidate screening methods.
  • Facilitated open communication channels between employees and management by conducting regular town hall meetings or roundtable discussions.
  • Implemented customized performance management systems, providing ongoing feedback and development opportunities for employees.
  • Enhanced employee retention by implementing effective talent management strategies and fostering a positive work environment.
  • Implemented performance reviews and motivational strategies to elevate HR team results.
  • Coordinated company-wide training programs to enhance workforce skills and promote professional growth.
  • Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
  • Introduced competitive compensation packages to attract high-caliber professionals while maintaining budgetary constraints.
  • Promoted diversity and inclusion within the workplace by initiating targeted training programs and implementing inclusive hiring practices.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Discovered and resolved complex employee issues that affected management and business decisions.

Education

No Degree - Bachelors in Social Work

Hays University
Hays, KS
12.2026

Licenciada En Psicologia Infantil - Clinical Psychology

Universidad Privada Del Estado De Mexico
Tecamac, Estado De Mexico
08.2024

Skills

  • Substance Abuse Knowledge
  • Quality Improvement
  • Self-Care Awareness
  • Multicultural Sensitivity
  • Mental Health Assessment
  • Behavioral analysis
  • Family Dynamics Understanding
  • Assessment reports and other documentation
  • Professional ethics
  • Behavioral treatment services
  • Medication Management
  • Motivational Interviewing
  • Interpersonal and written communication
  • Group Counseling
  • Behavioral Health
  • Patient Health Assessments
  • Support Services
  • Individual Counseling
  • Group therapy facilitation
  • Case Management
  • Treatment Plans
  • Patient intakes
  • Meeting participation
  • Substance Abuse Counseling
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Critical Thinking
  • Organizational Skills
  • Team Collaboration
  • Active Listening
  • Patient Safety
  • Adaptability and Flexibility
  • Decision-Making
  • Patient Care Assessment
  • Patient Education
  • Patient education and counseling
  • Employee Supervision
  • Medication Dispensing
  • HIPAA Guidelines
  • Self Motivation
  • Clinical Staff Management
  • Goal Setting
  • Problem Identification
  • Professionalism

Languages

Spanish
Full Professional

Timeline

Behavioral Health Care Coordinator

Genesis Family Health
09.2021 - 07.2024

Bilingual Customer Service Supervisor

The Home Depot
06.2019 - 09.2021

Human Resources Manager

Puratos De Mexico S.A. De C.V
05.2010 - 07.2018

No Degree - Bachelors in Social Work

Hays University

Licenciada En Psicologia Infantil - Clinical Psychology

Universidad Privada Del Estado De Mexico

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Stefanie Martinez