Todd Wallace
Prescott Valley,AZ
Summary
Experienced with patient assessment, delivering personalized treatment plans and effective care. Utilizes clinical expertise to enhance patient outcomes and streamline care processes. Knowledge of therapeutic techniques and interdisciplinary collaboration to ensure comprehensive patient care.
Overview
27
27
years of professional experience
Work History
Life Skills Clinician
Granite Mountain Behavioral Healthcare
05.2024 - 03.2025
- Delivered high-quality patient care by conducting thorough assessments, developing treatment plans, and providing ongoing therapeutic support.
- Developed tailored treatment plans to address the unique needs of each patient and promote optimal recovery.
- Improved patient outcomes by implementing evidence-based clinical practices and interventions.
- Established appropriate course of treatment and implemented interventions.
Support Specialist
ChangePoint Integrated Health
11.2023 - 03.2024
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Customer Service Representative
Adapt Health, LLC
07.2023 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Social Worker
Amberwood Post Acute
05.2023 - 06.2023
- Updated client documentation for accurate, compliant and current records.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Collaborated with multidisciplinary teams to ensure appropriate care coordination and resource allocation for clients.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
Dietary Aide
Granite Rehabilitation and Wellness Center
11.2022 - 02.2023
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
Customer Service Representative
Arizona Public Service Co
09.2022 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
McKesson Specialty Health
02.2021 - 03.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
ROI Processor
Ciox Health Phoenix
11.2018 - 11.2020
- Supported team members in their tasks, contributing to overall team success.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Maintained accurate records and ensured timely completion of all necessary paperwork.
- Enhanced team collaboration, sharing best practices for efficient processing techniques.
Insurance Specialist
McKesson Specialty Health
04.2015 - 11.2018
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
Pharmacy Technician
Humana
09.2010 - 02.2015
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
Pharmacy Technician
CVS Caremark
06.1998 - 09.2010
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Entered and processed patients' prescriptions into internal system.
Education
Bachelor of Science - Sociology
Grand Canyon University
Phoenix, AZ05-2014
High School Diploma -
Shadow Mountain High School
Phoenix, AZ06-1988
Skills
- Patient assessment
- Treatment planning
- Evidence-based practices
- Therapeutic interventions
- Case management
- Collaboration skills
- Conflict resolution
- Communication skills
- Client advocacy
- Community resource connection
- Customer service
- Clinical assessment
- Clinical documentation
Accomplishments
- Documented and resolved complaints which led to customer satisfaction.
- Achieved patient compliance by completing proper data-entry with accuracy and efficiency.
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Life Skills Clinician
Granite Mountain Behavioral Healthcare
05.2024 - 03.2025
Support Specialist
ChangePoint Integrated Health
11.2023 - 03.2024
Customer Service Representative
Adapt Health, LLC
07.2023 - 09.2023
Social Worker
Amberwood Post Acute
05.2023 - 06.2023
Dietary Aide
Granite Rehabilitation and Wellness Center
11.2022 - 02.2023
Customer Service Representative
Arizona Public Service Co
09.2022 - 11.2022
Customer Service Representative
McKesson Specialty Health
02.2021 - 03.2022
ROI Processor
Ciox Health Phoenix
11.2018 - 11.2020
Insurance Specialist
McKesson Specialty Health
04.2015 - 11.2018
Pharmacy Technician
Humana
09.2010 - 02.2015
Pharmacy Technician
CVS Caremark
06.1998 - 09.2010
Bachelor of Science - Sociology
Grand Canyon University
High School Diploma -
Shadow Mountain High School
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