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Manager Customer Service

United States
October 31, 2018

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Keen perception for extracting important data.

Strong analytical, writing and research skills.

Reputation for excellence and high quality service to clients.

Skilled and thorough in analyzing problem situations and finding creative solutions.

Good eye for detail; well organized, skilled in setting priorities.


08/17 to NHS Human Services Philadelphia, PA

Present Behavior Specialist Consultant/Adult Behavioral Health Counselor

BSC: Identifies behavioral goals and intervention techniques, and recommends non-aversive behavioral change methods. Responsibilities include: Treatment plan development; Conducting functional behavioral assessments; Completes related clinical documentation; Provides consultation and clinical intervention to the treatment team, family and school. ABHC: Implement and monitor treatment of assigned caseload. Lead and co-lead recovery groups and activities. Complete shift notes. Assist, teach and monitor clients’ daily living activities. Provide support and guidance to individual clients. Distribute and monitor medication intake to individual clients. Engage clients in social and leisure activities and smoke breaks. Assist with budgeting. Attend and participate in trainings and meetings.

06/14 to Mental Health Association of SE Philadelphia, PA

Present Account Specialist/Case Manager

Establish new participants into the Representative Program. Construct individual budgets, setup-spending plans for all participants. Develop expense and weekly spending cycles. Pay participants overhead expenses. Manage assets to prevent interruption of benefits. Enter invoice for processing. Review participants’ file for level move up. Enter encounter notes for telephone interaction and face-to-face visit with participants. Maintain accurate file charts. Review participants’ accounts with Social Security for re-determination of funding. Update budgets per guidelines of the grant. Ensure participants’ data is accurate in both MIP and Credible. Enter participant data in the Electronic Healthcare Records system upon intake. Ensure that all encounters for all participants’ visits are documented in EHR. Ensure that all data is correct by verifying information with the participant and case manager on every visit. Report any activities that may violate established laws, regulations, policies or procedures. Case Manager: Assessing, planning, implementing, monitoring and evaluating actions required to meet the client's human and health services need. Help clients achieve wellness and autonomy. Facilitate multiple care aspects along with case coordination, and information sharing. Develop effective working relations and cooperate with other clinicians and medical teams. Take the extra mile and interact with patients to keep track of their progress and to ensure satisfaction. Complete accurately all necessary forms and completion of case notes timely.

09/09 to Thomas Jefferson University Philadelphia, PA

06/14 Care Team Associate

Notify Nurse Manager when daily reports and required paperwork not submitted in accordance to agency policy. Monitor the recertification process and elicit the assistance of nursing staff to complete appropriate assessments and paperwork. Enter and edit all OASIS documents. Interact with co-workers, visitors, and other staff consistent with the core values of the Hospital. Ensure all pertinent information is noted for discharges from the Homecare Pathways system. Report to the Nurse Manager and receives direction from the Health Information Manager.

Provide all data entry functions for the team. Cross-trained in the responsibilities of a Clinical Secretary, Health Information Assistant I and II and Receptionist. Create accurate complete clinical record for all admissions. Enter discharges in the information system (Home Care Pathways). Provide administrative assistance. File memos and other documentation. Maintain files (data entry) for tracking of team members’ education and competency. Prepare, distribute, and send correspondence via fax, e-mail, inter-office and external mail systems. Date stamp-incoming mail and distributes mail to team members. Provide relief telephone coverage for receptionist, as needed. Collect and process daily reports.

08/07 to Thomas Jefferson University Philadelphia, PA

09/09 Patient Registrar IV

Functioned as liaison between physicians, staff and patients with continuous focus on customer service. Maintained a smooth flow of operations at the front desk. Provide scheduling, patient check-in and checkout services, telephone reception and various clerical duties.

07/05 to Thomas Jefferson Hospital Philadelphia, PA

08/07 Accountant/Marketing Associate/Patient Account Representative IV

Reviewed and processed invoices for payment; reconciled expenses from legal cases;

Generate financial expense reports; Assigned case numbers and UC File numbers; Intensive data entry. Demonstrated capabilities for anticipated change as well as leading and managing

change. Other duties include maintaining files and filtering calls. Marketing duties include: Assist with the development and implementation of marketing strategies to commercialize a portfolio of over 80 biotechnologies to domestic and foreign firms.

Collaboration with implementing and establishing internal/external outreach programs to promote activities and strengthen client relationship. Correspond with Primary Investigator or Inventors; Researched companies related to technologies; Contact licensing prospects; Follow up with companies; Construct, update and maintain marketing reports; Update and maintain marketing files. Patient Account Representative Duties: Responsible for all aspects of ambulance and paratransit billing, including data entry, claims processing, payment posting, appealing denied insurance claims and providing customer service via telephone, written correspondence, and electronic mail.

06/02 to Energy Coordinating Agency Philadelphia, PA

06/05 Accountant/Bookkeeper/Benefit Coordinator

Accounting duties and responsibilities include all facets of account payables; Code and post receivables; Deposit currency and checks into the primary banking account; Work closely with the Controller; ongoing interaction with vendors to address unresolved outstanding issues, distribution of vendors’ checks; monthly bank reconciliation. Biweekly collection and verification of employee payroll data, calling data into PAYCHEX payroll services, analyzing payroll hour allocations submitted by departments on a monthly basis, annual distribution of W-2’s. Assist with development of program budgets, account analysis, Maintain, update and generate program support reports, fringe benefit analysis and program invoice preparation. Benefit Coordinator duties include: Enrolling all employees for health care coverage, Ensuring accuracy of enrollment forms, Updating and maintaining benefit files and functioning as a liaison between employees, physicians and healthcare provider. Perform timely resolutions of issues.

09/96-07/97 AmeriCorps/Tabor Children’s Services Philadelphia, PA

Supervisor of Community Education

Supervised a staff of five. Facilitated monthly staff meetings and conducted employee evaluations. Coordinated homework club program and managed daily operations of afterschool program. Provided academic support to students at Duckrey Elementary School. Mentor foster care youth. Completion of payroll sheets, time sheets, monthly reports, and distribution of payroll checks. Coordination and facilitation of Relationship Building workshops. Completion of weekly home and office visit case notes; Assist in the facilitation of intergeneration between seniors and foster care youth. Participation in foster parent training newsletter publications.


01/15 Rosemont College Rosemont, PA

05/18 Master Degree Counseling Psychology

Certificate in Forensic Psychology

09/99 to Geneva College Beaver Falls, PA

05/2003 Bachelor’s of Science in Human Services; concentration in counseling

1994-1997 Community College of Philadelphia Philadelphia, PA

Associates Degree in Applied Science in Accounting;

Associates Degree in Applied Science in Finance

1989-1992 Bartram Business Magnet High School Philadelphia, PA

Academic/Business Diploma Awarded

Business Administration Award, Honor Student Certificate, Perfect Attendance Certificate


Screening and Assessment (7/18)

Psychopharmacology (2/18)

Naloxone Training Online (1/17)

LGBTQ 101: Understanding and Supporting Individuals and Communities (11/16)

Suicide Screening and Risk Factors (9/16)

First Aid CPR AED (7/16)

Psychiatric Rehabilitation Professional: A Culture-Centered Approach to Recovery Certification (6/16)

Recognizing and Reporting Child Abuse: Mandated and Permissive Reporting in PA (3/16)

Introduction to Trauma-Informed Care (3/16)

De-escalating Hostile Clients (3/16)

Mental Health First Aid (6/15)

Magna Cum Laude, Geneva College

Team Leader Plaque, AmeriCorps

GED Training Certificate, Mayor Commission of Literacy

Site Coordinator Training Certificate, Mayor’s Commission of Literacy

Therapeutic Support Staff Training, Assessment & Treatment Alternatives

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