TONI KOONCE
Pittsburgh,PA
Summary
Dedicated professional with experience at Pittsburgh Mercy Behavioral Health, skilled in documentation accuracy and client communication. Proven ability to manage multiple cases while adhering to HIPAA compliance and policy standards. Strong attention to detail and time management skills contribute to effective case management and support for individuals in need.
Overview
10
10
years of professional experience
Work History
Mental Health Aide
Pittsburgh Mercy Behavioral Health
Pittsburgh, PA
03.2025 - Current
- Recorded behavioral observations and incident documentation
- Supported individuals in structured environments following policy standards
- Communicated client needs clearly to supervisors and clinical teams.
Customer Service Representative
C&R Logistics Llc
Pittsburgh, PA
02.2021 - 01.2024
- Provided exceptional customer support via phone and email, addressing inquiries and resolving issues efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Direct Care Professional
Excel Companion Care
Pittsburgh, PA
03.2016 - 12.2020
- Documented client care, medications, and behavioral observations accurately
- Maintained strict confidentiality and HIPAA compliance
- Communicated with care teams regarding client needs and changes
- Followed care plans, policies, and regulatory guidelines
- Managed multiple clients while meeting documentation deadlines
Education
Medical Coding And Billing
University of Phoenix
Tempe, AZSkills
- Documentation & Record Accuracy
- HIPAA & Confidentiality Compliance
- Policy & Procedure Adherence
- Customer Communication
- Case Management Support
- Attention to Detail
- Time Management & Multitasking
- Microsoft Word & Basic Excel
Timeline
Mental Health Aide
Pittsburgh Mercy Behavioral Health
03.2025 - Current
Customer Service Representative
C&R Logistics Llc
02.2021 - 01.2024
Direct Care Professional
Excel Companion Care
03.2016 - 12.2020
Medical Coding And Billing
University of Phoenix