Manager Customer Service

Sonya L. Griffis

*** ******** ****., #**** ( Orange Park, FL 32073 904-***-**** (

*****.*******@*******.***

Talented Program Director With Proven Persuasive Attributes

~ Accomplished Behavioral Health Professional with proven ability to

develop solid relationships at all organizational levels ~

> Self-starter with a winning personality and the capacity to motivate,

lead, and produce solid results.

> Effectively utilize superior presentation and communication skills to

conduct in service training for medical residents along with the ability

to persuade all physicians and patients alike to my line of thought

leading to the most appropriate plan of treatment.

> Unique ability to quickly establish rapport by conveying thoughts/ideas

in an organized and creative manner to individuals at all levels of an

organization, creating trust and credibility.

> Highly inquisitive and highly motivated, creative, resourceful, and self-

directed self-starter.

> Excellent skills in communication; written/oral and collaboration with

proven ability to effectively present technical and detailed information

to a wide range of audiences.

> Enthusiastic and intuitive, possessing a distinct unique ability to

communicate assertively through persuasion which allows me to be

efficient and effective in all interpersonal interactions.

> Technically astute, able to understand new pharmacology information and

highly technical medical data.

PROVEN AREAS OF EXPERTISE

( Project Management ( Performance Improvement

( Operational Streamlining ( Staff Management

( Policy and Procedure Development ( Presentation Skills

( Training and Education ( Pharmacology Knowledge

( Interpersonal Skills ( Team Building and Leadership

PROFESSIONAL EXPERIENCE

Behavioral Health Manager 2003 - 2009

St. Vincent's Medical Center & St. Lukes Hospital ( Jacksonville, FL

Oversee behavioral health operations at two hospitals, as well as evaluate,

diagnose, and recommend treatment for behavioral health patients that

present to the Emergency Department. Evaluate and assess all psychiatric

consultations on medical floors in tandem with a psychiatrist.

. Manage 12 behavioral health staff members, and direct daily

operations. Develop and disseminate operational policies and

procedures, and ensure appropriate evaluations of all patients.

. Independently assess and evaluate behavioral health patients who

arrive to the Emergency Department for appropriate level of care and

coordinate admission to that level of service. Communicate findings to

physicians.

. Contact designated psychiatrist for admission and/or transfer.

Coordinate behavioral health inquiries by telephone, crisis

intervention, and refer patients for services to the appropriate

facility or agency.

. Conduct daily reviews of all intake sheets, patient charts, and

records to ensure accuracy and follow up with staff and/or physicians

to address any discrepancies.

. Provided input and direction for JCAHO hospital accreditation and

during committee meetings, and within workshops and seminars.

. Represent Behavioral Health by contributing to Performance Improvement

activities closely aligned with the legal department concerning

Florida Baker Act laws. Served as the only key resource to all other

departments and ensured the behavioral health perspective is reflected

in any new initiatives.

Sonya Griffis 904-***-**** (

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. Routinely attend meetings with other area hospitals, representatives

of the State of Florida, and the Jacksonville Sheriff's office to

maintain currency regarding patient placement and current laws.

. Developed and delivered in-service classes to update staff members

about new information for mental health professionals. Led classes for

physicians and medical residents to instruct them how to appropriately

comply with Florida Baker Act laws (72 hour involuntary admission).

Selected Accomplishments:

V Hospital administration rewrote the position description due to

outstanding successful performance and consistently exceeding

expectations.

V Reduced operating budget approximately 5% while maintaining high

quality and patient care standards.

Adult Case Manager 2001 - 2002

Riverpoint Behavioral Health (formerly Ten Broeck Hospital) (

Jacksonville, FL

Primary staff member responsible for 24 hour a day, 7 day a week coverage

for intensive case management / crisis intervention. Worked closely with a

psychiatrist to reduce the frequency of admissions and length of stay for

high-risk users of the Florida Medicaid system.

. Contacted patients daily, assessed mental status, and documented all

activities and progress in patient charts. Linked patients as

appropriate to social services, and followed up with providers.

. Formulated and implemented patient goals and objectives into a

treatment plan. Assisted psychiatrists with medication management, and

closely monitored the delivery of medicines.

. Provided group and family therapy sessions while maintaining a

caseload of 15 patients.

Selected Accomplishment:

V Reduced hospitalizations by 80% and the amount of time while

inpatient was reduced by 90% in comparison to prior

hospitalizations.

Assistant Resident Manager 2001

Quality Life Center of Jacksonville ( Jacksonville, FL

Worked with patients with a dual diagnosis of developmentally disadvantaged

and mental illness combined. Empowered residents in making life decisions

for their life role of choice, and implemented services in accordance with

the support plan and guidance of their support coordinator.

. Planned and organized weekly outings and social events, and documented

daily progress.

. Presented birth control options to residents that resulted in no

pregnancies.Taught cleaning/cooking

. Hosted parties with other facilities, and took residents on outings

and shopping trips.

Adult Case Manager 2000 - 2001

Mental Health Resource Center ( Jacksonville, FL

. Conducted assessments of client needs and developed strategies to

utilize their strengths.

. Developed and implemented specific goals and objectives into a

treatment plan, and linked clients to the appropriate social services.

Daily progress written into patient charts.

. Assisted psychiatrists in medication management, and ensured accuracy

of medical, social, and psychiatric history for a caseload of 40

clients.

. Maintained a Medicaid ID, and billed Medicaid directly for services.

EDUCATION / SELECTED TRAINING / PROFESSIONAL AFFILIATIONS

Bachelor of Arts in Psychology ( University of North Florida,

Jacksonville, FL

Improved Performance Through Coaching ( Performance Improvement (

Customer Service ( Employee Relations ( Dealing With Difficult

Attitudes and Behaviors

American Psychological Association ( National Alliance of Mental Illness

( Obsessive Compulsive Foundation of Jacksonville ( Depression Support

Group of Jacksonville

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