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Medical Administrative/Case Management/Customer Service

Glen Burnie, MD
January 31, 2023

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443-***-**** Glen Burnie MD

Seeking an administrative support position in a non-profit or healthcare organization that emphasizes improved quality of life for clients and assists its associates in professional growth & development. Ideally the position will allow flexibility, building skills sets, enhancing an organization’s vision & mission, utilizing creative problem solving, and working independently as well as part of a team with shared goals.

Experience to date includes supervising and ministering to the needs of: hundreds of stakeholders in health care setting (20+ yrs), such as substance abuse/harm reduction, individualized & group counseling young adults through senior age stakeholders in outpatient and inpatient settings, health care benefits administration (4 yrs), research study evaluation (6 months), mental health evaluations, case management and administration, health records maintenance, contributing as a team member for successful state and CARF reviews, development of treatment plans and coordinated involvement of external agencies and resources (for stakeholders in health care setting mentioned previously). Board member serving 140 unit owners in condominium community (3 yrs), & managing 40 independent contractors in publishing distribution (2 yrs). Customer service, visual merchandising and sales (4 yrs).

Career Highlights

•Conduct intakes and have assisted hundreds of substance abusers in achieving sobriety and other self-expressed goals, leading to harm reduction and hence an improved quality of life. Coordinate outpatient care for 60 clients with internal and external treatment resources (treatment team, medical offices, legal system, social services) using Methasoft, internal scheduling software, Microsoft Office Suite.

•Monitor treatment process (intake, stabilization, motivational change, discharge). Meet regulatory objectives regularly on rolling basis (weekly, monthly, and quarterly), as reviewed by CARF and MD Department of Health and Mental Hygiene (DHMH) surveyors. Developed referral reference materials and assisted in maintaining referral database in transitioning from paper to paperless referral system.

•Graduate thesis surrounding study participants diagnosed with PTSD and/or mTBI, conclusion determined which barriers and facilitators could be addressed in order to include more participants. This then led to inclusion of veterans with SUDs and co-occurring disorders, which in turn helped enhance external generalizability to the general population. The research study’s purpose was developing best practices to assist individuals’ efforts to re-integrate into mainstream society.

•Volunteer Activities: Served on the board of directors for community association for 3 years, administered to the needs of the homeowner’s association and 140 residential units through the association’s management company. Developed PowerPoint presentation for other board members to consider the savings and positive environmental impact of increasing community recycling participation. Managed the musician and audience database for over 200 contacts in a non-profit coffeehouse. Designed publicity flyers for marketing purposes with Microsoft Office Suite.


443-***-**** Glen Burnie MD

Professional Experience

Addictions Counselor EJAL Health Services, Glen Burnie, MD (1998-2022).

-- Conduct intake process (verify identity, insurance enrollment, and conduct case history, including BDI/MMSE/ASI assessments, formulate intake summary and SAMIS report), schedule labwork/annual exams, maintain medical charts.

-- Present feedback for proposed individualized treatment to internal treatment team for collaboration and coordinate care with external health, social and legal professionals (such as outpatient and inpatient substance abuse or other rehab facilities, social and transportation services, drug court, private attorneys, and corrections facilities).

-- Manage approximately five dozen substance-abusing clients in late teens through middle age, by assisting in self-actualization of a positive drug-free lifestyle through substance abuse education, goal setting/accountability, individualized cognitive behavior counseling therapy, random drug testing and by providing appropriate referrals including health care, education, social welfare and related support groups.

-- Educate co-occurring disordered and suicidal patients to raise awareness of the impact of mental health on their sobriety efforts. Coach these individuals to accept professional help through referrals. Assist domestic abuse clients in developing exit plans along with a flight bag and safe house destination.

-- Compose and generate administrative paperwork (progress notes, treatment plans, trip/transfers, discharge summaries), and related medical documentation on modern computer systems. Includes familiarity with insurance d/x codes, medical terminology and EHRs (electronic health records).

Also concurrently the company’s Health Care Administrator (2001-2004) - Oversaw the company health benefits administration, including: processing new enrollments, separation discharges, premium invoices, and resolving billing discrepancies with health insurance carrier.

Internship, Veterans Administration Medical Center (VAMC), Washington, DC (Fall, 2016).

While in progress, evaluated the selection of study participants diagnosed with PTSD and/or mTBI in a research study which sought to study factors which enhanced successful reintegration of these veterans into mainstream society. My evaluation helped to determine which barriers and facilitators could be addressed in order to include more veterans in the study which had been having difficulty recruiting study participants. Recommended the following study exclusion factors [age, co-occurring disorders, and substance abuse disorders (SUDs)] be modified so more veterans could be included to enhance external generalizability of the study to the general population.

Intake Coordinator, Group Counselor, Hope House, Crownsville, MD (2009-2011).

Used a variety of media and topics which aided residents in development of relapse prevention skills


443-***-**** Glen Burnie MD

Other Previous Experience

Worked multiple support roles to finance college education and residence in Anne Arundel County, such as:

-- Administration/Supervision (District Sales Administrator/Capital Gazette News, 2 yrs, see also Addictions Counselor above, 24 yrs),

-- Banking/Cashiering/Customer Service (Merchant Service Rep/Morgan Stanley-Dean Witter, 2 yrs, Cashier/Customer Service/Hechinger, 2 yrs),

-- Dental Assisting (2 private practices in Anne Arundel Co, 1 yr),

-- Graphic Design/Visual Merchandising (Layout & paste up/Air Force, Interior Dept & Smithsonian Institution, 2 yrs total), Retail merchandiser/JC Penney & Co, 2 yrs),

-- Leasing/Sales (Leasing Consultant/Hapi Management, 2 yrs, Sales Assistant/Crestwood Homes, 2yrs).


Master of Public Health graduate, 3.5. g.p.a. Walden University.

Certified Supervised Counselor - Alcohol & Drug, Active status. Maryland State Board of Professional Counselors and Therapists, through Maryland testing agency OETAS. Minimum of 20 CEU’s per year required to maintain MD state certification.

B.A., 3.0 g.p.a. University of Maryland, College Park MD.

A.A. with honors, Prince George’s Community College, Largo MD.

Proficient in Microsoft Office, Methasoft case management software, records management skills (email, scanning, faxing). Working knowledge of Microsoft Excel.

Principles & Practices of Real Estate, Intro to Income/Cost Approaches, Appraisal Standards & Ethics. Anne Arundel Community College, Arnold MD.

Modern Real Estate Practice. Long & Foster’s Frederick Academy, Crofton MD.

Investments & Financial Planning. Anne Arundel Community College, Arnold MD.


Walden University Alumni Association, Maryland Chapter

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