Customer Service Intake Specialist
Resume:
MEGAN HALL
Mesa, AZ *****
480-***-**** - ad5xzo@r.postjobfree.com
PROFESSIONAL SUMMARY
I am a dedicated & professional intake specialist that employs empathy and patience to connect with the clients that I serve. I have an excellent eye for detail and I possess excellent assessment & diagnostic skills. I have extensive knowledge of DSM 5 diagnostic criteria and differential diagnosis. I strive to provide the best possible care and support to each and every client I meet, in order to connect them with the appropriate resources and support.
SKILLS
● Records Maintenance
● Critical Thinking Skills
● Crisis Intervention
● Compassionate Communication
● Active Listening
● Cross-cultural Sensitivity
● Knowledge of Medical Terminology
● Computer Proficiency
● Multitasking Abilities
● Customer Service
● Professionalism
● Confidentiality Maintenance
● Effective Communication
● Attention to Detail
● Problem Solving
● Interpersonal Skills
● Critical Thinking
● Empathy and Compassion
● Adaptability and Flexibility
● Appointment Scheduling/Patient
Scheduling
● Client Needs Assessments
● CPR/AED
● Issue Reporting
● Intake/Comprehensive Assessment
WORK HISTORY
2/2024-4/2024
10/2012 to 01/2024
Crisis Counselor Hospital Rapid Response
Crisis Preparation & Recovery, Inc. – Tempe, AZ
● Complete a thorough crisis assessment and make recommendations for appropriate level of care.
● Document in appropriate electronic medical records.
● Respond in a timely manner to requests from physicians, nurses, nurse case managers, or other hospital staff.
● Coordinate and/or facilitate placement services with the CPR Care Team.
● Provide excellent customer service follow up care to clients and providers.
● Travel to the location where the client is experiencing the crisis situation.
● Timely on-site response is required with an average response time that’s within the acceptable limits of the company-wide average response time.
● Attend and testify in mental health court as required. Intake Specialist
Gila River Healthcare – Sacaton, AZ
● Assessed individuals for chronic mental health and behavioral treatment needs by securing information from clients, guardians, referral sources and historical records to accurately assess client's needs.
● Followed up with clients to ensure that all of the necessary documentation was collected and processed promptly.
● Managed appointment scheduling utilizing electronic health records/software
(NextGen PM).
09/2011 to 10/2012 Outpatient Counselor
Marc Center Of Mesa – Mesa, AZ
● Improved client outcomes by developing and implementing individualized treatment plans for outpatient counseling sessions.
● Enhanced client engagement through the utilization of various therapeutic techniques tailored to individual needs.
● Collaborated with multidisciplinary teams to ensure comprehensive care and support for clients.
● Completed intake assessments to enroll clients in counseling and/or psychiatric services
● Completed SMI determination paperwork when indicated. 03/2010 to 09/2011 RBHA Case Manager
Gila River Healthcare – Sacaton, AZ
● Achieved positive client outcomes by developing and implementing comprehensive case management plans.
● Enhanced communication between clients and providers through consistent follow-ups and progress updates.
● Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
● Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
● Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
● Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
● Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
● Participated in regular professional development opportunities to stay current on best practices within the field of case management.
● Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect as mandated by law.
● Streamlined service coordination efforts through diligent maintenance of client files and efficient use of electronic charting systems (Claimtrak).
● Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
● Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients. 02/2009 to 03/2010 Mobile Crisis Intervention Specialist Empact-SPC – Tempe, AZ
● Provided emotional support to clients in need of a mobile crisis team after being dispatched by staff at the Maricopa Crisis Line.
● Maintained accurate records and documentation in compliance with regulatory requirements, ensuring seamless service delivery.
● Supported families in understanding their loved ones'' needs during times of crisis, promoting better engagement in the healing process.
● Mentored new team members on best practices within the field of crisis intervention, enhancing their skills and knowledge base.
● Used skills such as active listening and collaborative problem-solving.
● Evaluated risk to client or others by gathering information and conducting assessments.
● Created safety plans to lower risk of suicide and/or homicide and documented risk to each client and context of concerns.
● Counseled and helped to stabilize consumers and caregivers in crisis situations, and if stabilization in the community was not possible, transported clients to a higher level of care.
● Petitioned clients that were a danger to themselves or others (or clients that were persistently & acutely disabled/psychotic).
EDUCATION
12/2006 Master of Arts: Marriage And Family Therapy University of Louisiana At Monroe - Monroe, LA
05/2004 Bachelor of Arts: Psychology
Arizona State University - Tempe, AZ
Minor in Family and Human Development
LICENSED ASSOCIATE COUNSELOR
LAC-13065
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