Customer Service Mental
Resume:
Lisa Morgan
Durham NC. 27704
Cell 203-***-**** E-Mail: adjr4k@r.postjobfree.com
Results-Oriented Qualified Professional
PROFILE
Detailed oriented and proficient at multitasking, prioritizing and setting goals. Possess the ability to identify and solve problems. Excellent customer service skills, a team player who can effortlessly build and maintain meaningful and trusting relationships.
CORE SKILLS:
Office Support Maintaining Confidentiality HIPPA Case Management
Excellent Customer Service Supervision/ Management Skills Assessments/Intake
Data Entry/ Record Keeping Recovery Group Facilitator Conflict Resolution
Person Centered Focused Prepare PCP Plans Micro Soft Office Suite
Lincoln Community Health Center
Bridge counselor Durham, NC Oct 2019- Present
• Maintains confidentiality with patient’s PI and HI per HIPPA.
• Provided direct clinical care to patients diagnosed with mental illnesses/substance abuse disorders.
• Prepare and provided referrals for patients to various community service agencies as needed.
• Collaborate with clinical team to ensure accurate information is being provided.
• Review charts, schedule/cancel appointments and documenting encounters in EPIC
• Mentor, counsel and educate patients on the stages of change in recovery.
• Perform assessments, screenings and intakes for the purpose of eligibility into program.
• Attends mandatory clinical staff meetings along with various providers.
• Perform out-reach services in collaboration with hospitals, detox facilities and other medication assisted treatment agencies for opioid misuse and abuse.
• Maintains caseload while assisting cohorts and providers with high risk patients.
Ralph Scott Life Services Burlington, NC Oct 2014- Mar 2016
Co-Manager
Kept records and prepared reports for management regarding clients.
Provided direct clinical care for clients/residents diagnosed with mental illnesses/substance abuse issues.
Provided referrals to individuals served to various community services as needed.
Collaborated with team to ensure accurate information was being provided.
Oversaw day-to-day group activities of residents in group home.
Transported and accompanied clients to various destinations.
Demonstrated and used safety precautions of equipment for residents’ use.
Administered medications and monitored behaviors.
Oversaw and discussed meal preparation and suggested alternate methods of healthy food preparation.
Managed the group homes according to DSS standards and facilitated daily activities.
Falcon Crest Mebane, NC Aug 2014 – Mar 2016
Residential Counselor
Maintained confidentiality of records relating to clients' treatment per HIPPA.
Assessed patients for risk of suicide/homicidal attempts.
Prepared and maintained all required treatment records and reports confidentially.
Counseled clients or patients, individually or in group sessions, to assist in overcoming dependencies, adjusting to life, or making changes.
Performed crisis interventions with Youthful offenders.
Evaluated client physical or mental condition based on review of client information and assessment.
Advocated for clients to coordinate required services or to resolve emergency problems in crisis situations.
Collaborated with other staff members to perform clinical assessments or develop treatment plans.
Counseled family members to assist them in understanding, dealing with, or supporting clients.
Maintained professional development.
Referred clients and family members to community resources or to specialists as necessary.
Acted as a positive role model for level 3 youthful male offenders and promote leadership.
Coordinated with other staff to ensure accurate information is communicated and documented.
Administered and monitored clients ‘intake of medications”.
Provided a safe environment for all residents and staff.
The Connection Inc. New Haven, CT May 2014 – August 2014
Client Service Aide
Maintained accurate records/ reports regarding the clients’ history, progress, services provided and other required data.
Counseled clients individually and facilitated group sessions.
Interviewed clients and conferred with other professionals to evaluate individuals' mental and physical condition and to determine their suitability for participation in a specific program.
Advocated for clients and redirected behaviors in crisis situations.
Collaborated counseling efforts with other health professionals and social workers.
Attended training sessions to increase knowledge and skills.
Participated in case conferences and staff meetings.
Informed/educated clients and family members regarding addiction issues and available resources and made appropriate referrals when necessary.
Coordinated activities with courts, probation officers, community services, or other post-treatment agencies.
Assessed individuals' degree of drug dependency by collecting and analyzing urine samples.
Provided direct clinical care for clients/residents diagnosed with a mental illness/substance abuse issues.
Supervised a staff of 8 to ensure adherence to quality standards, deadlines, and proper procedures.
Norwalk Community College Norwalk, CT July 2006 – September 2006
Interim Coordinator/Coordinator
Provided employees with guidance in handling difficult or complex situations and resolved escalated complaints or disputes.
Resolved customer complaints or answered customers' questions regarding policies and procedures.
Reviewed records or reports and maintained data bases.
Discussed job performance problems with employees to identify causes and issues and to work on resolving problems.
Prepared and issue work schedules, deadlines, and duty assignments for office or administrative staff.
Recruited, interviewed, and selected employees and students.
Interpreted and communicated work procedures and company policies to staff.
Evaluated employees' job performance and conformance to regulations and recommend appropriate personnel action.
Trained and instructed employees in job duties on company policies.
Researched, compiled, and prepared reports, manuals, correspondence and other information as needed.
Coordinate activities with other supervisory personnel and other departments.
Made recommendations to management concerning such issues as staffing decisions or procedural changes.
Developed or updated procedures, policies, or standards.
Maintain records pertaining to student success and deficiencies.
Developed work schedules according to budgets and workloads.
Designed, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
Maintained relationships with partnering agencies.
Norwalk Community College Norwalk, CT July 2006 – September 2006
Educational Assistant
Monitored students and their behaviors to ensure adherence to quality standards and proper procedures.
Prepared and issue work assignments for students and duty assignments for staff.
Recruited, interviewed, and selected targeted students for college prep program.
Evaluated curriculums appropriate for each student and grade level.
Coordinated activities with other supervisory personnel or with other work units or departments.
Made recommendations to management concerning such issues as staffing decisions or procedural changes.
Norwalk Community College Norwalk, CT Jan 2007 – July 2009
EDUCATION/CERTIFICATIONS:
Certificate Seeking Safety 2020 Lincoln Community Health Care PTSD and SUD
Bachelor’s Degree 2018 Charter Oak State University Human Services
Certified Peer Support Specialist 2014 NCCPSS Board
MI Certified 2013 Neon Inc. Norwalk CT.
LSI/ASUS-R Level of Service Inventory-r /Adult 2013
Substance use Survey- What Do I Want to Work On/Basic Needs 2013
A.S. Criminal Justice 2006 Norwalk Community College Juvenile Justice
Superior Court Intern 2006 Norwalk Superior Court
• Documented confidential reports, kept confidentiality per HIPPA, administrative duties and data entry.
• Conducted intake services for youthful and adult offenders and inmates.
• Maintained dockets and reported to the court changes in status of offenders.
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