Compassionate advocate with expertise in case management and crisis intervention. Skilled in addressing client needs and resolving conflicts to enhance satisfaction. Proven track record in managing complex cases and maintaining accurate patient documentation, delivering effective mental health support.
Overview
18
18
years of professional experience
Work History
Call Center Representative
Spectrum Business
Louisville, Kentucky
07.2022 - Current
Educated customers on Spectrum Business products and services, enhancing their understanding and satisfaction.
Answered incoming calls and assisted customers with product inquiries, billing questions, and service-related issues, ensuring timely and accurate support.
Updated customer accounts, addresses and contact information within call management databases.
Managed customer expectations by clarifying needs and recommending suitable products and services, improving overall customer experience.
Tenncare Advocate
TNCSA
Jackson, Tennessee
09.2010 - 09.2021
Managed case files, ensuring organization and accuracy to support case resolution.
Collaborated with colleagues on complex cases, developing strategies that addressed client needs.
Managed case files and documentation, ensuring all relevant information was organized, accessible, and maintained in strict confidentiality.
Advised clients on legal rights and obligations, facilitating informed decision-making.
Mental Health Technician
Lakeside Behavioral Health System
Memphis, Tennessee
03.2008 - 09.2021
Delivered crisis intervention and de-escalation techniques to effectively manage and stabilize patient behavior.
Monitored vital signs, including pulse, respiration, and temperature, to ensure patient safety and well-being.
Documented patient observations, interventions, and concerns in charts and electronic systems to sustain continuum of care from admission to discharge.
Created activities that promoted physical wellness, emotional stability, cognitive functioning, independent living skills and social interaction among patients.
Transported clients to external appointments to ensure continuity of care.