Wendy Munoz

Unit clerk for the children’s and adolescents unit at El Paso behavioral health systems. Also, served as a mental health technician as needed. Maintained patient records, documenting changes in patient condition. Prepared admission charts, skin assessments, assignment sheets, safety rounds, supplies and prepared discharges. Performed patient safety checks and documented results to establish patients' well-being. Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences. Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel. Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being. Facilitated group therapy sessions to help clients develop coping strategies and social skills. Developed and maintained positive relationships with clients to create safe and supportive environment.

Cleaned house, ran errands, managed laundry and completed weekly grocery shopping. Maintained clean, safe and well-organized patient environment. Maintained clean personal areas and prepared healthy meals to support client nutritional needs.

Receive Incoming health insurance calls, gather and verify demographic information. Resolve basic and complex verbal member issues in real time and meet quality assurance requirements. Use up to date tools and apply them to identify callers immediate needs, including potential crisis calls, and escalate such call according to standards and operating procedures. Prepared correspondence, memos, forms, prior authorizations and other duties as requested by supervisor.

Call Center Analyst for The Department of Homeland Security US Citizen and Immigration Services. Administrative Support and experience with documenting all calls effectively and accurately.