Heather Reeder

Compassionate, detail-driven behavioral-health professional with 7+ years supporting individuals in substance-use treatment settings. Skilled in trauma-informed communication, non-clinical intake, multi-line call handling, and accurate EMR documentation. Actively learning Salesforce CRM to support Serenity Lane’s admissions workflows. Known for creating calm, safe, and supportive interactions during high-stress moments while maintaining accuracy, compliance, and urgency.

Medical Receptionist - AMS of Delaware - Rehoboth Beach, DE

(2022 - 2026)

• Served as the first point of contact for patients seeking SUD treatment; delivered calm, compassionate support during intake, crises, and high-stress moments.
• Managed multi-line phones, appointment scheduling, payments, and EMR documentation with accuracy and confidentiality.
• Conducted non-clinical intake, gathering demographics, treatment history, and insurance information.
• Used trauma-informed communication and grounding techniques to reduce patient anxiety and improve engagement.
• Collaborated with admissions, clinical, and nursing teams to maintain smooth patient flow and clear communication.
• Facilitated a monthly Art Therapy Group, creating a safe space for emotional expression and connection.
• Recognized by patients and staff for uplifting morale and providing steady, supportive presence.

Administrative Assistant - New Directions Treatment Services - Reading, PA

(1998 - 2000)

• Managed patient charts, intake packets, and HIPAA-compliant documentation for a high-volume MAT program.
• Coordinated scheduling and communication between clinicians, nurses, and administrative staff.
• Provided emotional support to clients navigating withdrawal, anxiety, and uncertainty.
• Maintained accuracy and organization in fast-paced, high-stress environments.

A.S. - Office Administration - Goldey-Beacom College