Tori Chamberlain
Greenville,NC
Summary
Care professional with proven record in delivering comprehensive and empathetic support to individuals with mental health challenges. Valued team collaborator with focus on achieving consistent results and adapting to evolving patient needs by improving processing to increase outcomes.. Expertise in patient advocacy and care coordination. With experience in start-up digital therapeutic environments, I am looking to expand career growth with a dedicated team driven to improve the quality of care for individuals through innovative, patient-centered solutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Care Specialist
Freespira
Kirkland, WA
01.2024 - 04.2026
- Provided and facilitated guidance on the use of Freespira's innovative treatment system to patients of regulating CO2 levels to help manage panic disorder, anxiety, and PTSD symptoms through individual and group sessions.
- Actively listened to patient's concerns and worked collaboratively with them to identify solutions.
- Maintained accurate documentation of client progress and treatment outcomes.
- Participated in regular team meetings to discuss case management issues and plan services for clients.
- Created an environment that was safe, supportive, and conducive to learning for all students.
- Developed resource materials to educate patients about their treatment options and wellness strategies.
Care Experience Coordinator
Freespira
Kirkland, WA
01.2024 - 04.2026
- Managed the return process for patients and providers that received the Freespira Durable Medical Treatment device.
- Streamlined reporting processes, improving accuracy and reducing turnaround time for deliverables that increased the return rate of medical devices to 92%.
- Implemented process improvements that increased operational efficiency.
- Provided technical assistance to patients and staff via phone and zoom, resolving issues efficiently.
- Documented customer interactions in CRM system, ensuring accurate record-keeping.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
Care Advisor
Freespira
Kirkland, WA
10.2023 - 04.2026
- Provided guidance on mental health treatment options while educating patients on the use of Freespira's treatment system for panic disorder and PTSD.
- Conducted assessments to understand patient needs and symptoms.
- Addressed customer inquiries regarding policy details and claims processes while assisting explanations in understanding insurance coverage options and benefits.
- Navigated multiple software systems to retrieve customer information swiftly; such as Salesforce, Jotform, DocUSign, and Avality.
- Conducted follow-up calls to monitor patient progress and gather feedback on care experiences.
Customer Experience Representative
Oria Health
Remote
04.2023 - 10.2023
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Documented customer interactions in Zendesk to maintain customer service history details.
- Scheduled appointments and conducted follow-up calls to clients.
- Handled daily scheduling tasks and provided administrative support for entire company and providers.
Case Manager Lead
Mindstrong INC
Mountain View, CA
12.2020 - 03.2023
- Managed case load of over 100+ active clients.
- Provided clients with emotional support, collaborative care planning, personalized care plans, and helped with addressing social determinants of health needs and other barriers.
- Administered Clinical Intake and Assessments, implemented crisis response plans, and engaged in weekly check-in calls with clients to improve quality of life and access to resources.
- Partnered with therapists and psychiatrists to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Identified care needs of individual patients and coordinated responses based on needs assessments and individualized goals.
- Monitored crisis line and provided callers with emotional support, assessed for suicide ideation, crisis intervention, and treatment/support referrals to clients.
- Collaborated cross-functionally with various other teams such as Clinical Operations, Data Science, and more.
- Supervised team of 6+ Junior Case Managers and assisted in onboarding training, emotional support, weekly check-ins, and case consultations.
- Managed internal referrals from therapists and psychiatrists whom requested Case Managers and assigned to Case Managers in their region or one that matched their needs best.
Member Experience Specialist
Mindstrong INC
Mountain View, CA
07.2019 - 12.2020
- Engage with existing and prospective members to optimize their experiences using Mindstrong's digital platforms.
- Develop and execute direct marketing strategies to reach diverse member populations.
- Create and established trainings for new team members.
- Conduct clinical intakes for new members to better understand their health history and current needs and goals.
- Schedule members for appointments with their Mindstrong Care Team.
- Research published articles and create original content to post on Mindstrong's social media platforms.
- Provide insight based on member experience to cross-functional teams, vendors, and business partners.
- Partner with operational teams to resolve all inbound member requests, technical or otherwise.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
Sexual Assault Victim Advocate and Court Advocate
REAL Crisis Intervention INC.
06.2017 - 07.2019
- Worked directly with law enforcement and hospital personnel to act as a liaison to get information and updates for the sexual assault victim.
- Respond to hospital and law enforcement agencies in Pitt, Beaufort, Martin, and Washington counties of North Carolina when a sexual assault was reported.
- Provided emotional and mental support throughout the hospital and judicial process.
- Assisted and guided the sexual assault victim during judicial processes such as District Attorney meetings, court hearings, and trials.
- Provided twenty four hour on-call services to sexual assault victims in the Pitt, Beaufort, Martin, and Washington counties of North Carolina.
Crisis Counselor
REAL Crisis Intervention INC.
01.2017 - 07.2019
- Counseled and helped to stabilize consumers and caregivers in crisis situations daily. Used skills such as active listening and collaborative problem-solving on a daily basis to help those in crisis.
- Stabilized and triage all calls that came into the National Suicide Prevention Lifeline and built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
- Assisted with finding resources to individuals in the local area, across the nation, and in other countries.
- Documented the individuals risk and context of suicide and crisis in the construction of call reports using a secure database.
- Worked as Public Relations coordinator for the center.
- Managed social media outlets, attended community events, and organized several fundraisers.
Education
Bachelor of Science - Family And Community Services
East Carolina University
Greenville, NC2017
Skills
- Adaptable
- Care Planning and Coordination
- Compassionate Communication
- Crisis Intervention Skills
- Microsoft Office, Zendesk, and Salesforce Sufficient
- Patient Assessments and Resource Identification
- Program and Workflow Development
- Therapeutic techniques
Certification
- Stewards of Children Training Training in Child Sexual Abuse Recognition
- Psychological First Aid Certification
- TEDI Bear Children’s Advocacy Program
- The National Child Traumatic Stress Network
- Applied Suicide Intervention Skills Training at REAL Crisis Intervention, Inc.
- The National Child Traumatic Stress Network
Timeline
Care Specialist
Freespira
01.2024 - 04.2026
Care Experience Coordinator
Freespira
01.2024 - 04.2026
Care Advisor
Freespira
10.2023 - 04.2026
Customer Experience Representative
Oria Health
04.2023 - 10.2023
Case Manager Lead
Mindstrong INC
12.2020 - 03.2023
Member Experience Specialist
Mindstrong INC
07.2019 - 12.2020
Sexual Assault Victim Advocate and Court Advocate
REAL Crisis Intervention INC.
06.2017 - 07.2019
Crisis Counselor
REAL Crisis Intervention INC.
01.2017 - 07.2019
Bachelor of Science - Family And Community Services
East Carolina University