Customer Service Medical
Resume:
AHNUH HUGHES
Duluth, Georgia **096 *********@*****.***
SUMMARY
LAPC with diverse background that includes both medical and mental health
experience. Clinical experience includes; clients who were indigent
families with new born babies, 2 years with children and adolescents who
were being treated in an acute mental health facility, 2 years in step up
medical surgical unit with adult clients, and 2 years of case management /
coordination environment. Works well with diverse groups from various
backgrounds. Talent for quickly mastering training material and required
skills. Accustomed to handling sensitive, confidential records.
Demonstrated history of completing coordinating care for clients, producing
accurate, timely reports meeting stringent client requirements, and
presenting complex cases in a clinical environment.
Clinical Experience in Diverse Areas MS Office (Word, Excel, PowerPoint,
Engaging Clients into Outreach Programs Outlook)
Excellent Interpersonal Skills
Depression and Global Distress Health Insurance Terminology and Coding
Assessments
Group Facilitation with Children / Transformational Leader
Adolescents
Care Coordination / Case Presentation Behavioral Based Reporting
Flexible Knowledge of Mental Health Conditions
(listed in DSM IV)
PROFESSIONAL EXPERIENCE
UNITED HEALTHCARE, Atlanta, GA 2011-Present
Largest health insurance company in the world and 21st largest company in
the United States.
Care Counselor
Assist in the coordination of care for behavioral health.
. Complete assessments for global distress and depression.
. Engaged 94% of the members/clients and enrolled them into various
outreach programs focused on medical, behavioral, and emotional wellness.
. Completed PHQ-9 and Global Distress Assessment screenings for over 70% of
the members that were referred to the outreach program.
. Discuss benefits, treatment options, and community options with members.
. Coordinate care and partner clients with internal and external clinical
staff to assure best care based on client needs. Including participation
in clinical rounds.
. Assist clinical staff in meeting HEDIS requirements by confirming
completion of first appoints post discharge.
. Maintained 100% quality score over the past 12 months.
. Completed all referral requests (including assessments) within 72 hours
of when they were received. Allowed clinical staff to partner with
clients within 2 business days.
GENESIS SHELTER, Atlanta GA 2003-2004
Indigent shelter that serves families with children and newborn babies.
Student Intern
Provided individual and family counseling services to residents of the
facility while under supervision.
. Establish therapeutic rapport with client(s)
. Create and draft treatment plans based on first visit with client
. Integrate various therapeutic theories and techniques to meet client
needs
. Help clients work through interpersonal challenges in an effort to
improve quality of life and relationships
. Participate in clinical meetings with staff and present cases as
needed
AHNUH HUGHES
Page 2
NORTON SUBURBAN HOSPITAL, Louisville, KY 1999-2000
Medical Surgical Hospital
Patient Care Representative
Assisted nurses in the daily care of patients.
. Monitored vital signs and daily living activities to insure the
improvement of patient health.
. Support clinical staff in administering treatment.
. Charted all information in patient's medical record file and reported
unusual findings to nursing and or physician staff.
. Adhered to all hospital QI/QA regulations based OSHA guidelines. Report
all incidents as they occur.
TEN BROECK HOSPITAL, Louisville, KY 1998-2000
Acute Care Mental Hospital
Mental Health Associate
Assisted nurses and doctors with providing a safe therapeutic environment
for patients.
. Monitored and observe daily behavior and activity of child 15-20 and
adolescent patients.
. Support clinical staff (nurses and psychiatrists) in administering
treatment.
. Facilitate daily therapeutic groups that allow patients to work on their
issues.
. Coordinate patient therapeutic activities. Examples; art and crafts
classes, gym / outdoor activities, other social activities
. Utilized the PIE charting system to document behavioral trends and
reported all behavioral changes; i.e. elevated and depressed moods.
EDUCATION / TRAINING
Master's Degree, Professional Counseling
Argosy University, Atlanta, GA
Bachelor of Arts, Biology
University of Louisville, Louisville, KY
PROFESSIONAL DEVELOPMENT COURSES
Conflict Management, Managing Diversity, and Customer Service
Contact this candidate