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
