Customer Service Manager

Biviana millet

Experience

*/**** - ******* **** ****** Medical Center

New York, NY

Patient Navigator

Caseload of 20 HIV positive patients and their families

Case finding

Primary care coordinator for patients and collaborates with

key clinical staff to ensure comprehensive care and

treatment.

Coordinates appointments

Provides logistical support

Acts as a liaison between the patient and medical team.

Directs patients inquires to appropriate staff.

Facilitates collection of medical records, insurance and

financial information.

Demonstrates culturally sensitive customer service skills.

Proficient in Climacs Electronic Medical Records System.

Proficient in Sunquest Electronic Laboratory Records

System.

9/2007 - Present Turning Point

Brooklyn, NY

MSA & VIDA CARE Senior Case Manager

Promoted to Case Manager

Caseload of 20-40 HIV positive and non-HIV positive clients

and their families

Case finding

Design and implementation of service plans for all clients

Needs assessments, appropriate referrals, advocacy

Client contact minimum of twice a month

Team approach to ensure quality client service and AIDS

Institute compliance

Crisis Intervention

Case conferences and networking, both internal and

external, linkage

development, medical monitoring

Discharge planning

Maintenance of up-to-date case records

Conduct program orientations.

Enrollment verification.

Persistent advocate for the entitlements of HIV positive

clients.

Execute consistent follow-up on referrals to other

institutions.

11/2005 - 9/2007 Turning Point

Brooklyn, NY

Intervention Specialist

Provided service for more than 200 individuals in an 8

month period.

Received appreciation letter from Saint Vincent Catholic

Medical Center for the many referrals made to their

detoxification unit.

Conduct pre-screening, intake, assessment, and determine

client's level of care.

Conduct AIDS Institute Individual Level Intervention that

includes an HIV risk assessment.

Provide referrals to detoxification units, rehabilitation

facilities, o/p treatment programs, and long-term treatment

facilities to establish stability.

Develop and coordinate aftercare plans with clients seeking

long-term treatment to address chemical dependency.

Provide referrals for case management services to assist

clients with entitlements.

Provide education on chemical dependency, HIV, and Harm

Reduction.

Provide individual counseling sessions to address client's

immediate concerns resulting

from long-term substance abuse history.

Consult and collaborate with colleagues from intra-agency

programs that refer clients in

need of detoxification from drugs/alcohol.

Consult and collaborate with personnel from other agencies

as a means of networking.

Develop and maintain community linkages/resources to

provide clients with options.

Persistent advocate for the entitlements of HIV positive

clients.

Execute consistent follow-up on referrals to other

institutions.

Meticulously maintain appropriate record keeping; two

monthly reports, and URS Intake Forms for each client

serviced throughout the month.

Participate in weekly staff meetings and staff development.

Participate in educational and knowledge-based trainings to

enhance professional growth and skills.

Participated in night street outreach at Red Hook

(off-site) by providing clients with individual level

interventions and referrals to the main site for further

assistance.

Participate in outreach events in collaboration with MSA

outreach component.

Cover phones and reception area for receptionist during

receptionist's lunch break or in the absence of the

receptionist as a means of assisting administration.

9/2001 - 9/2004 MODELLS SPORTING GOODS STORE

BROOKLYN, NY

Cashier

Sales Associate

Credit Card Application Processing

Customer Service

Inventory/ Audit

Store Opening/ Store Closing

education Present SUNY Empire State College Brooklyn,

NY

Associate Degree in Science graduated 6/2011.

Presently attending SUNY Empire State College pursuing a

Bachelor Degree of Science in Community Health & Human

Services. Presently has successfully obtained 94 college

credits in Bachelor of Science Program.

11/2005 - 9/2007 AmeriCorps Program

New York, NY

AmeriCorps two-term graduate.

Successfully completed more than 1700 hours of full-time

employment as Intervention Specialist at Turning Point

(AmeriCorps placement) in less than 8 months.

Participate in AmeriCorps training programs to provide

community services,

community education, drug education, counseling assistance,

and general advocacy.

Received Certificate of Appreciation from the Office of the

Bronx District Attorney Community Affairs Unit for

participating in a Felony Trial Training Program.

6/1998 Franklin Delano Roosevelt High

School Brooklyn, NY

High School Diploma.

Skills PROFICIENT IN MICROSOFT WORD, OUTLOOK AND INTERNET RESEARCH

FOR RESOURCES.

Proficient in translating from Spanish to English and

English to Spanish.

Proficient in ability to read, write, and advocate on

behalf of Spanish-speaking client.

Various trainings in HIV/AIDS, Harm Reduction

Techniques/Methods, Domestic Violence,

Gay/Lesbian/Transgender Community, HEP-C, Substance Abuse,

Alcohol & Other Drugs, Street Outreach Strategies, Case

Management and Judicial System, HASA 101 (HIV/AIDS

housing), Cultural Diversity, Client/Counselor

Relationships, Understanding a Therapeutic Community,

Opiate Overdose (apply intra-muscular medication to client

during overdose).

Participate in Annual AIDS NY Walk, L.O.L.A. HEP-C March &

Informational forums.

References Furnished Upon Request

815 Hicks Street ~ Brooklyn, NY 11231 ~ 718-***-**** ~ 718-***-****

Biviana Millet

815 Hicks Street APT 4D

Brooklyn, New York, 11231

Dear Sir/Madam:

In the interest of exploring opportunities with your company, I am

enclosing

my resume for your consideration and review. I believe my qualifications

would

make me an outstanding asset to your organization. Of particular interest

to me

would be a position in which my experience and education would allow me to

continue to

make a positive contribution to your organizations vision, mission and

goals.

I have definitely acquired diverse skills that I know I could use

in many

capacities. I am seeking a new position that offers clear opportunities for

advancement. I believe that my professional success in my current

profession stems

from my ability to work under pressure and my high motivation level.

I would appreciate the opportunity to meet with you in person to

discuss your

organizations requirements and my abilities to fulfill them.

Sincerely,

Biviana Millet

Contact this candidate