Date available to begin work: Immediately.

Summary Statement

College educated with over a decade or behavioral, mental health, supervisory, and leadership experience in crisis services and working with a diverse population. Highly motivated, well-rounded crisis worker and dedicated in providing exceptional client care. Successful experience and knowledge of behavioral health principles, modeling company culture, values, mission, and standards. A record of improving efficiency, logical solutions, proficiency, increase productivity, and program delivery through restructured resources to achieve goals set by executive management and government officials. Driven and seeking a challenging role to leverage proven leadership and analytical skills to drive successful project outcomes.

Education Master of Health Administration and Business Administration, University of Phoenix.

Bachelor of Art in Psychology, Argosy University.

Honors, Certifications,

and Membership

2022 The National Society of Leadership and Success (NSLS) Certificate.

2023 Project Management Essentials Certification (PMEC), Certification # 183479175

2023 Strategic Organizational Leadership (SOLC), Certification #183479174

2023 Notary, State of Arizona, License #203419297

Employment Self-motivated, expert multitasking and verbal skills in high stress environments have led to multiple promotions with my employer. I continue to advance in leadership roles that allow me to apply critical thinking and critical decision-making skills.

Career highlights Monitored and implemented Spanish guidelines for companywide crisis contact center. Prioritized resource tracing upon launching the Substance Use Resource Line (SURC) domestically.

Facilitated a new tracking and monitoring systems for various stake holders to improve day to day system and procedure function.

Personal Strong work ethics with a curiosity for knowledge and experience with a positive approach. Continuously seeking out career and personal goals and achievements. Clear communication skills, presentation skills, adaptability, strategic planning, active listening, and conflict resolution skills.

Skills Bilingual-Spanish reader, writer, and speaker.

Software: Cognos BI, IC Business Manager, SharePoint, AHCCS verifications, Mercy Maricopa Integrated Care (MMIC) verifications, Health Choice verifications, Microsoft Word, Microsoft Excel.

Professional Experience

Supervisor, Contact Center Operations April 2016 - Present

Solari, Tempe, AZ

Salary: $71,085.64 a year.

Job Type: 40-50 hours per week, Full-Time

Supervisor: Reyna Diaz, 480-***-****

7 years of experience working in customer services and contact center environment. Experience in supervising 15-25 staff members. Facilitated clinical oversight, administrative supervision, create trainings, create presentations, execute department goals, provide staff with ongoing support, and delivered monthly reports to management team and staff. Implemented effective team building skills, used appropriate team motivation methods, and a flexible interpersonal style to help coach others; provide timely guidance and feedback services. Managed day-to-day contact center operations in adherence to policies, procedures, compliance to programs, and performance standards to ensure customer services and maintained adherence to contractual agreements. Monitoring contact center statistics, analytics, and data charts to ensure timely response to incoming calls, various crisis response teams, performance, metrics, analyze trends, quality, and make process improvements or recommendations for potential solutions. Provided direction to staff, and tracked staff’s progress, performance review, resulting in a successful project completion. Resolved customer complaints that include investigating various complaints and providing necessary follow-ups to improve quality standards, critical thinking, and effective decision-making skills in response to various crisis situations. Manages daily schedule, staffing, filling shifts, managing floor coverage, traffic control, overtime, scheduling adequate breaks, shift times, and teams phone codes. Prioritize ongoing coverage including triaging incoming calls, taking long wait calls, taking high acuity calls, working text line, and dispatching transport or mobile team requests. Responsible for implementation of trauma informed care practices into clinical oversight, supervision, and policies with local law enforcement to improve response for individuals in crisis and ensure the safety of the community. Adhering to contractual requirements such as deadlines, metrics, protected health guidelines and HIPPA standards. Follow and delegated Business Continuity Plan (BCP) when handling system outages and catastrophic events that are affecting operational process.

ACT Independent Living Skills (ILS)/Behavioral Health Tech (BHT) Case Manager October 2014 – April 2016

TERROS Health, Phoenix, AZ

Salary: $18.00

Job Type: 40 hours per week, Full-Time

Supervisor: Vanessa O’Brian, 602-***-****

Meets with the consumers in the community in accordance with established policies and procedures and clinical protocols to provide supportive counseling skills development and other support services as needed. Provides individual services and skill building groups to help increase consumers independence and maintain housing.

Participates in the development of individual service plans, acts as a consumer advocate and liaisons with families and community agencies. Demonstrates on-call crisis intervention services, as well as weekend and holiday coverage. Allocate support for Independent Living Skills through direct skills training or in collaboration with other team members. Adheres to a strict client care schedule that includes follow up within 7 days, home visits completed every 14 days and transportation to and from clinic appointments. Manages collaborations with the Rehabilitation Specialist, the Employment Specialist, and the Housing Specialist, Substance Abuse Specialist to ensure coordination of services. Participates in clinical staffing, case conferences, and daily team meetings. Coordinates with all parties involved in consumer’s treatment according to policy and procedure and clinical protocols, including but not limited to, attending inter and intra-agency staffing, hospital discharge coordination’s, communication by telephone and letter, service/support delivery etc, as indicated on the consumer’s service plan. Completes outreach and follow-up of services including, but not limited to, crisis and missed appointments to ensure adequate resources are available and in place.

Behavioral Health Tech (BHT)/Case Manger June 2011- October 2014

Choices Network of AZ/Maricopa Mercy Care Integrated, Phoenix, AZ

Salary: $15.35

Job Type: 40 hours per week, Full-Time

Supervisor: Patrina Yazzie, 602-***-****

Ensures the provision of all covered services identified on the service plan; referrals to community resources as appropriate and coordination of care activities related to continuity of care between levels of care and across multiple provider’s services and supports. Provide outreach and follow-up on services including but not limited to individual crises and missed appointments. Participates in staffing, case conferences or other meetings. Screens and assesses all persons on caseload for financial entitlements (AHCCCS, SSI/SSD etc.); completes AHCCCS applications on all consumers on caseload meeting criteria. Ensures the development and implementation of transition, discharge and aftercare plans prior. Face to face contact, home visits completed, and transportation as needed.

Chart Room Office Assistant August 2009 - June 2011

Choices Network of Arizona, Phoenix, AZ

Salary: $12.00

Job Type: 40 hours per week, Full-Time

Supervisor: Anna Pena, 602-***-****

Assist case managers with PNO transfers and non PNO transfers by copying one year of notes or preparing the current and overflow charts. Completing, filling and greening charts within HIPPA 24-hour deadline. Fulfill fax requests for refills, labs, medical records, or PCP’s and allocate them to the appropriate nurses and doctors. Faxing medications refills, PCP’s and prior authorizations and filling them with confirmation in the correct location immediately after the nurse or doctor signs the request. Condenses client charts and moving necessary information into excel spreadsheets to maintain adequate PHI storing. Tracks schedules for the appropriate staffing. Prepare the following business day appointments, billing slips and pull charts. Verify information requests (ROI) provide all information pertaining to requests to comply with HIPPA regulations. Answer incoming calls in reference to client charts while providing excellent customer service with compliance to HIPPA regulations. Provide coverage for the front desk and other duties as assigned.

References

Erica Emerson 480-***-****

Monique Soto 323-***-****

Sharron Yount 623-***-****

Lisa Walker 602-***-****

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