Summary
Overview
Work History
Education
Skills
Additional Information
Affiliations
Target
Quote
Timeline
Receptionist

Tiffany O'Neal

Baltimore,Maryland

Summary

Highly energetic, motivated, and effective helping professional experienced in family services, elder care, counseling, case management, and the criminal justice industries. Managerial experience in the mental health profession with a strong commitment to ensuring social justice and enhancing the lives of others. Proven ability and effectiveness in professional decision-making, problem analysis, and solution recognition in human relationships. Possesses a high level of proficiency with COMAR regulations, Medicare Waiver regulations, and HIPAA regulations. Demonstrates exceptional skills when working independently or as part of a team, adept at prioritizing, planning, and balancing various tasks to meet deadlines in fast-paced work environments. Excellent interpersonal skills enable the establishment of therapeutic relationships with clients while maintaining deep respect for their independence, beliefs, feelings, and rights. Patient, compassionate, and open-minded with a strong desire and willingness to continuously learn and adapt to new challenges.

Overview

19
19
years of professional experience

Work History

Senior Clinical Administrative Coordinator

United Healthcare
07.2021 - Current
  • Coordinate services for the Medicaid population; assist with program eligibility verifications, send appropriate referrals to Case Management staff, outsource, and collaborate with Local Health Departments, FQHCs, School Based Health Centers and State Agencies to locate unreachable members, and refer to local health departments when unable to locate
  • Assist with community events and health fairs, provide superior customer service for incoming and outgoing telephone calls to or from members, providers, employer groups or other persons deemed necessary by management, while developing and maintaining business relationships with provider offices
  • Telephonic outreach including direct member and provider call 3-way appointments, scheduling appointments for men, women and minors who have been identified as non-compliant with various health measures
  • Provide expertise claims support by reviewing, researching, and investigating all types of preventive and clinical claims to ensure members received appropriate critical measures, assist other departments within UHC by completing special projects assigned by manager
  • Creating excel documents to track completed phone engagements and faxes sent to professional offices using secured E-Fax; prioritize and organize work to meet agreed upon deadlines and meet metrics with superior quality scores.
  • Facilitated efficient billing processes by verifying insurance coverage information and submitting claims promptly.
  • Implemented electronic health record system, leading to greater accuracy in data management and streamlined information sharing among clinical teams.
  • Assisted the marketing team with educational events for patients, promoting preventive care practices and fostering community engagement.
  • Managed high volume of incoming calls, providing prompt assistance to patients, and physicians.
  • Served as liaison between clinical departments, fostering collaboration on initiatives aimed at improving patient care services across the organization.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Social Work Intern

New Beginnings Behavioral Health, Corp
03.2024 - 08.2024
  • Managed caseload efficiently, prioritizing tasks and maintaining timely communication with clients, colleagues, and supervisors.
  • Consulted with other professionals to gain insight and advice and build strong network within organization.
  • Conducted outreach to local referral sources to build strong partnerships for supportive services.
  • Participated in ongoing professional development opportunities to stay current on best practices within field of social work.
  • Facilitated group therapy sessions, fostering supportive environments for open communication and personal growth.
  • Improved client outcomes by developing and implementing individualized service plans.
  • Maintained client reports to track client progress, record interventions and provide relevant data for analysis.
  • Implemented evidence-based interventions to address diverse client needs including mental health, addiction, trauma, and family dynamics.
  • Interviewed clients to assess needs and determine most suitable needs and services.
  • Collaborated with multidisciplinary teams to optimize client care and improve overall wellbeing.
  • Maintained detailed case notes, documenting progress towards goals and critical incidents for accurate reporting.
  • Developed strong rapport with clients by establishing trust and maintaining open lines of communication throughout internship experience.
  • Educated clients on their rights and responsibilities within various social service systems, empowering them to make informed decisions.
  • Responded to crises and emergency situations to provide immediate assistance to persons in need.
  • Fostered supportive group environment for clients, leading weekly therapeutic discussion sessions.
  • Improved client well-being by conducting comprehensive needs assessments.
  • Monitored clients' progress to adjust treatment plans accordingly.
  • Developed and implemented individualized treatment plans for clients.
  • Facilitated group therapy sessions to help clients develop coping skills and improve communication.
  • Administered assessments to identify clients' needs and establish treatment plans.
  • Implemented community outreach programs to promote mental health awareness.

Community Health Worker

United Healthcare
01.2015 - 07.2021
  • Performed services in role of liaison servicing Medicaid population, duties include, locating, outreaching, and engaging members, ensuring appropriate care is accessed, while providing home and social assessments and member education.
  • Connected families with necessary social services, alleviating barriers to healthcare access and improving quality of life.
  • Built trust within diverse communities through cultural competency training, empathetic communication skills, and active listening techniques.
  • Worked closely with clinicians to help bridge gaps for previously unengaged members, establish goals and plan of care to meet identified functional and social needs
  • Completely and accurately ensured all documentation has been uploaded in electronic medical record; and work collaborate with multidisciplinary teams to identify and access services (products, resources, and programs) to help manage health problems.
  • Addressed patient concerns and provided support to vulnerable demographics.
  • Worked directly with patient treatment teams and participated in care coordination procedures.
  • Participated in ongoing professional development opportunities to stay current on best practices in community health work, ensuring delivery of quality services to clients.
  • Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
  • Increased awareness of available resources by participating in community health fairs and events.
  • Collaborated with external organizations to coordinate health and social services.
  • Trained new Community Health Workers on best practices, contributing to increased team efficiency and effectiveness in serving communities.

Career Counselor

Woodland Job Corps
01.2014 - 01.2015
  • Responsible for providing personal/career counseling for students to enhance student employability and to ensure continued enrollment and quantifiable success in Job Corps program.
  • Interviewed and assessed average of four incoming residents per week, facilitated two to three group therapy sessions weekly, conducted fifteen to twenty one-on-one counseling sessions per week, lead women’s counseling groups to discuss topics such as eating disorders and relationship issues, solicited support from community resources, explained available substance abuse treatment services to students, drafted monthly summaries to review each student’s level of participation in program.
  • Consulted with students when developing long term plans, goals, and objectives; and counsel students to help them understand and overcome personal, social, and behavioral issues.
  • Counseled clients one-on-one regarding current situation, desires, aptitudes, education, and employment history.
  • Provided one-on-one coaching sessions focused on interview preparation, boosting student confidence during employer interactions.
  • Enhanced student career development by conducting individual counseling sessions and group workshops.
  • Served as liaison between academic departments and Career Center, fostering cross-functional collaboration for student success.
  • Led workshops for job seekers to provide information on job searching, application completion, and resume building.
  • Maintained accurate records of all individual counseling sessions, tracking progress towards defined goals over time.

Home Health Aide

Stella Maris
01.2012 - 01.2014
  • Provided at home care to patients including assisting with activities of daily living enhancing their independence and quality of life.
  • Reinforced doctor’s and nurse’s instructions to patients and family members, accurately record notes, itinerary, and mileage daily for all clients seen.
  • Listened actively and encourage family members to verbalize feelings and concerns, provide emotional support as needed to clients with Alzheimer’s, dementia, terminal illnesses parents of newborns, etc.
  • Maintained safe and clean living environment for clients through proper use of safety devices and equipment reducing falls and accidents.
  • Provided companionship to hospice clients, attend quarterly team meetings, complete all web-based in-service, and facilitate new staff on how to function effectively as Home Health Aide.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.

Community Living Coordinator

The ARC of Baltimore
01.2012 - 01.2013
  • Duties included but were not limited to hiring, supervising, evaluating, coaching, and providing on-going training to direct support staff employed in two assigned ARC homes
  • Managed the scheduling of work shifts of 25 direct support professionals and ensured payment for time worked using the agency’s time-keeping system.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Worked on-call, 24 hours a day on a rotating basis to assume responsibility to manage and respond to all emergencies and other calls made to the on-call emergency number.
  • Maintained a safe and healthy living environment in accordance with DDA regulations and Health Department standards
  • Assisted with development and implementation of (IP) Individual Plans, including preparing for meetings, facilitating meetings, completing paperwork and data entry related to the IP, and implementation of outcomes and goals
  • Investigated and reported incidents according to the agency and state policies and procedures; while ensuring that all consumers participate in their communities and have opportunities for community integration and relationship developments.
  • Boosted team morale and productivity by organizing team-building activities and maintaining open-door policy for feedback and concerns.
  • Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.

Certified Geriatric Nursing Assistant

Oak Crest Village
01.2006 - 01.2012
  • As compassionate member of Oak Crest Care Center with majority of residents being diagnosed with Alzheimer’s and Dementia; duties included but were not limited to: providing superior care to all residents, including their physical, emotional, and spiritual needs; serving as important linkage between resident and charge nurse; assure that residents are receiving proper nutrition through meals and maintain documentation; and assist residents with activities of daily living while following through on treatment plans
  • Maintained intake and output records, collect urine, sputum, and stool specimens, and report all changes in resident’s condition to Charge Nurse
  • Functioned as team leader; also served as facilitator training nursing assistants who were new to company with proper protocol and procedures to effectively function.
  • Increased staff efficiency by mentoring new nursing assistants in best practices for geriatric care procedures.
  • Attended and participated in scheduled training and educational classes to maintain current certification as Nursing Assistant; attend and participate in advance directive in-service training programs; participate in performance evaluations, setting realistic and measurable goals for improvement.
  • Facilitated smooth transitions between shifts through clear communication and thorough documentation of patient information.
  • Observed patients for changes in condition or behavior and reported developments to licensed nursing personnel.
  • Maintained HIPAA compliance while handling sensitive patient information, ensuring privacy rights were upheld at all times.
  • Enhanced quality of life for elderly residents through personalized care plans and daily activities.

Social Work Intern

YUBI Head Start
01.2010 - 01.2011
  • Functioning as Family Services Coordinator duties included but were not limited to counseling clients regarding parenting, vocational training, home buying, and need for financial assistance
  • Assisted caseworker by preparing documents, reports, list of resources, making appointments, and filing; helped organize and carry out support group activities and workshops inviting community agency representatives to educate parents.
  • Attended, observed, and contributed to employee in-services and child individual program (IEP) meetings to maximize therapeutic potential
  • Conducted interviews, assessments, process recordings, and home visits to develop goals, objectives, and treatment plans to improve family dynamics
  • Worked collectively with YUBI staff in promoting and coordinating specific needs of community such as: health, nutrition, education, and social service components; recruited and enrolled children for program and served as advocate for child health issues such as: asthma and obesity.
  • Consulted with other professionals to gain insight and advice and build strong network within organization.
  • Facilitated support groups and workshops to provide valuable services to clients.
  • Mediated between family members to facilitate conflict resolution and build healthy family relationships.
  • Interviewed clients to assess needs and determine most suitable needs and services.
  • Collaborated with school personnel to identify students in need of social work services and develop individualized interventions.
  • Educated clients on their rights and responsibilities within various social service systems, empowering them to make informed decisions.
  • Enhanced client self-sufficiency through goal setting, problem-solving, and skill-building activities.
  • Provided crisis intervention services to ensure safety of clients experiencing mental health or substance use emergencies.
  • Built strong, trust-based relationships with clients, providing empathetic and effective counseling.

Education

MSW - Social Work

Walden University
Minneapolis, MN
08.2024

Bachelor of Arts - Social Work

Sojourner-Douglass College
Baltimore, MD
06.2011

Bachelor of Arts - Family Services Coordinator Training

Baltimore City Head Start
Baltimore, MD
04.2011

GED -

Department of Public Safety & Correctional Service
Sykesville, MD
06.2004

GED -

Woodland Job Corps
Laurel, MD
11.1997

Skills

  • HIPAA Compliance
  • Patient confidentiality
  • Clinical Documentation
  • Office Management
  • Coaching and Mentoring
  • Patient services management
  • Staff Scheduling
  • Records Management
  • Case Management
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Individual and Group Therapy
  • Addiction Treatment
  • Life Skills Development
  • Job Search Coaching
  • Case Notes
  • Community Assistance Knowledge

Additional Information

Community Development/Family Services/Counseling/Public Assistance/Case Management/Community Health Worker/Mental Health Worker/Residential Career Counselor

Affiliations

  • Parent and Teacher Association (PTA), Hawthorne Elementary School, 2009-2011
  • Big Brother and Big Sister Program, 2010
  • Social Work Club, Vice President, 2010-2011
  • Student Government Association (SGA), 2010-2011
  • Girl Scout Leader, 2011
  • Assistant Team Mom, The Baltimore Supreme Boys Youth Basketball team, 2011-2013
  • Parent and Teacher Association (PTA), Deep Creek Elem., 2012-2015

Target

Social Worker/Human Services/Child & Family Services/Mental Health & Substance Abuse Positions

Quote

It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates

Timeline

Social Work Intern

New Beginnings Behavioral Health, Corp
03.2024 - 08.2024

Senior Clinical Administrative Coordinator

United Healthcare
07.2021 - Current

Community Health Worker

United Healthcare
01.2015 - 07.2021

Career Counselor

Woodland Job Corps
01.2014 - 01.2015

Home Health Aide

Stella Maris
01.2012 - 01.2014

Community Living Coordinator

The ARC of Baltimore
01.2012 - 01.2013

Social Work Intern

YUBI Head Start
01.2010 - 01.2011

Certified Geriatric Nursing Assistant

Oak Crest Village
01.2006 - 01.2012

MSW - Social Work

Walden University

Bachelor of Arts - Social Work

Sojourner-Douglass College

Bachelor of Arts - Family Services Coordinator Training

Baltimore City Head Start

GED -

Department of Public Safety & Correctional Service

GED -

Woodland Job Corps

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Tiffany O'Neal