Melissa Ray

Skilled Qualified Mental Health Professional with Bachelors degree and extensive mental health services background certifications. Supported numerous patients in large residential treatment facility and played key role in achievement of positive patient outcomes. Excellent communications and patient management skills leading to desirable results.

Healthcare Manager - Ambrosia Wellness Veteran Center - Killeen, Texas

(2020-07 - 2022-07)

• Documented client progress in confidential files.
• Performed client assessments and developed treatment plans.
• Provided clients with recommendations to community resources.
• Leveraged positive uncertainty and multi-systemic family systems therapy to help clients deal with ambiguity, accept inconsistencies and adopt intuition when making decisions.
• Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
• Delivered client assessments for those struggling with addiction or relationship issues and implemented strategies based on client needs.
• Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
• Devised and introduced initiatives and projects to maintain or improve existing facilities, allowing for maximization of capital component of Medicaid's per diem rate.
• Motivational interviewing and Tobacco Cessation
• Community workshops, planning, organizing

Qualified Mental Health Professional-Caseworker II - Heart Of Texas Mental Health Mental Retardation - Waco, Texas

(2017-03 - 2020-03)

• Develop and promote supportive professional relationship with consumers
• Assess social, physical, and mental well-being
• Develop treatment plans and update Psychiatrist on any changes
• Interview consumers, their families, law enforcement officials, schools, and health and social welfare institutions to obtain consumer background information
• Identifies psychosocial, economic, and physical needs of consumers
• Serves as liaison between consumers and their families, state and judicial systems, and facility or treatment providers
• Provide psychosocial rehabilitation skills training to identify LOC3 clients who are in need of higher care
• Participated in individual, group, or family therapy sessions
• Develop, coordinate, and implement appropriate individual service plans
• Foster and cultivate relationships with agencies and service providers
• Develop ongoing relationships and contacts with outside agencies.
• Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
• Documented client progress in confidential files.
• Created treatment or service plan meeting each client's individualized needs.
• Managed caseload of 20 and provided behavioral analysis and therapeutic treatment planning for clients while implementing coping skills techniques.
• Coordinated discharge of clients with outside healthcare resources and formulated individualized service plans with both long-term and short-term goals.
• Provided crisis intervention and case management services to child, family and legal guardians.
• Encouraged clients to express feelings and discuss what was happening in day-to-day life in order to help each person develop insight into personal experiences and relationships
• Utilized meditation and visualization to support clients in meeting therapeutic goals.

Contact Center Specialist Pediatrics - Baylor Scott & White Hospital - Temple, Texas

(2015-03 - 2017-05)

• Engaged in learning and development opportunities to promote continued performance improvement.
• Maintained accurate and current patient account data with manual forms processing and digital information updates.
• Reached out to customers to verify and remind of appointments.
• Handled customers in fast-paced setting in coordination with solid team of customer service associates.
• Reviewed and corrected claim errors to facilitate smooth processing.
• Compiled and reviewed medical charts.
• Educated patients on medicine and at-home healthcare tools.
• Facilitated communication between patients and various departments and staff.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Handled 100 calls per day to address customer inquiries and concerns

Contact Center Specialist/Dispatcher - Baylor Scott And White Hospital - Temple, Texas

(2013-05 - 2015-05)

• Provide excellent customer service and communication skills
• Answer phones on average of 150-200 calls a day
• Identifies and resolves discrepancies or missing information and accurately enters data into electronic medical record system.
• Verifies insurance coverage or determines patient self-pay responsibility and provides cost information.
• Schedules appointment for patient or family member with financial counselor if appropriate.
• Schedules and verify referral authorizations from Tricare Humana, Medicaid, Superior, Superior Star, BCBS, United HealthCare, and other in network insurance companies
• Handle claim inquiries
• Schedules healthcare appointments based on need, patient request and in accordance with system and clinic guidelines.
• Interprets physician orders to schedule appointments and ancillary tests.
• Communicates appointment details and any required preparation for testing along with necessary paperwork and payment to facilitate on time arrival, appointment preparedness and optimal reimbursement.
• Writes clerical and clinical patient related messages from patients, family members and other healthcare professionals to administrative and provider staff.
• Identifies emergent patient situations based on caller information and coordinates immediate triage.
• Manager: Sandra Garza, John Edwards, Nick Crawford

Customer Service Representative - Gc Services - Killeen, Texas

(2008-11 - 2013-05)

• Provide excellent customer service and communication skills
• Answer phones
• Verify, enter, and update customer accounts
• Set up payment arrangements
• Collect payments and verify service address for electricity
• Data entry using excel and Microsoft office and Web based applications
• Assist Gate lead helping employees/coworkers navigate and understand call issues
• Manager: John Meeks
• Evaluated account and service histories to identify trends, using data to mitigate future issues

Bachelors of Criminal Justice - Social Work - Texas A&M-Central Texas (2015-05)

High School Diploma - Killeen High School (2008)