Terri Crawford
Prescott,USA
Summary
Experienced Behavioral Health Services Administrator with 14 years of customer-facing experience, overseeing customer service and admissions. Adept at team management, process improvement, and providing client-centered care. Proficient in CRM software and Microsoft Office. Demonstrated track record in driving business development and effectively managing customer relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Behavioral Health Services Administrator
MFI Recovery Center
01.2009 - 12.2022
- Trained and mentored a team of 22 front desk customer service representatives, providing guidance on customer service best practices
- Supervised and managed front desk operations in five outpatient clinics ensuring smooth check-in and check-out processes for clients
- Oversaw the scheduling of front desk staff, always ensuring adequate coverage while accommodating time-off requests
- Implemented training programs for new hires to ensure they are equipped with necessary skills for their roles
- Led weekly team meetings to communicate updates on procedures, funding streams, KPIs, etc
- Participated in the hiring process by conducting interviews for potential candidates
- Conducted performance evaluations for front desk staff, providing constructive feedback and setting goals for improvement
- Resolved client complaints and issues promptly and effectively, maintaining high levels of customer satisfaction
- Demonstrated strong problem-solving skills when faced with challenging situations
- Monitored and responded to online reviews and ratings on various platforms, addressing any concerns or issues
- Developed and implemented standard operating procedures (SOPs) and key performance indicators (KPIs)
- Conducted Insurance Utilization Reviews and created a company wide system to maximize authorized days in treatment for nine residential facilities
- Maintained confidentiality of client information according to HIPAA 42 CFR Part 2 standards
- Collaborated with the executive team and outside stakeholders such as child protective services, probation department, and judges to ensure client needs and treatment services aligned.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Education
CADC-II - Drug and Alcohol Counseling
CARR Institute
Perris, CASkills
- Communication skills
- Typing
- Presentation Skills
- Empathy
- Compassion
- Positivity
- Utilization Review
- Headcount forecasting
- Phone etiquette
- Process Improvement
- Conflict resolution
- Microsoft Office
- Team Management
- 10 key typing
- Customer Relationship Management
- Strategic Planning
Certification
- CADC-II
- CPR/First Aid Certification
Additional Information
In December 2022, my family and I decided that I needed to focus my time on my children who were finishing up their final years of high school. Now that they have successfully graduated, I am ready to re-enter the workforce.
Timeline
Behavioral Health Services Administrator
MFI Recovery Center
01.2009 - 12.2022
CADC-II - Drug and Alcohol Counseling
CARR Institute
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