Customer Service Behavioral Health

William A Gonzalez

**** *. ****** *** • Oak Lawn IL, 60453 • adyk0u@r.postjobfree.com • 708-***-****

SUMMARY OF QUALIFICATIONS

Results-driven, reliable, and cross-functional Clinical Program Supervisor with over nine years of experience in the behavioral health sector, helping advocate for patients and their families. Leverage strong communication skills to compliantly and comprehensively educate and maintain a safe environment for patients. The attention to detail, level of dedication, and the passion to facilitate the physical and mental well-being of patients.

CERTIFICATIONS AND TRAINING

●Certified CPI Instructor

●Certified CPR Instructor

PROFESSIONAL EXPERIENCE

Amita Health St Mary's, Chicago Illinois

Behavioral Health Technician, October 2019- Present

●Observe and report patient behavior through out shift by conducting continuous rounding

●Identify any and all changes in progress aligned with treatment goals and patient specific needs.

●Provide a variety of patient care and customer service to maximize safety utilizing theraputic approaches and techniques.

Silver Oaks Behavioral Hospital, New Lenox, IL

Lead Mental Health Tech, March 2019 – Present

●Observe and record patient’s behavior and ability to carry on with treatment plan goals, while implementing consistent structure and providing proper behavioral modification plans, based on the patients’ needs.

●Properly recognizing: priorities, safety precautions and complied with hospital guidelines to provide and safe and therapeutic environment.

●Ensure patient and staff safety using proper verbal de-escalation techniques to avoid crisis situations.

Linden Oaks Behavioral Hospital, Naperville, IL

Behavioral Health Tech, September 2018 – May 2019

●Implemented treatment plans for patients, while assuring patients are provided a safe and therapeutic environment.

●Ensured high risk suicidal patients remain safe during one to one observation, while establishing a professional relationship with the patient to gain trust and respect, to better implement treatment plan.

●Prioritized workloads to ensure all patient observations and changes were properly recorded in EPIC system under the proper patient’s chart.

Garfield Park Behavioral Hospital, Chicago, IL

Clinical Program Supervisor, March 2017 – September 2018

●Supervised staff and patients, ensuring correct CPI protocols were taken during a patient crisis. Educating staff on correct CPI procedures and teaching proper de-escalation techniques. Reviewing patient log charts to ensure all staff remain in compliance.

●Followed through on disciplinary actions when employees are not using proper methods of crisis prevention and intervention. Ensuring all incidents are recorded and filed. Also, following through on directives that trickle down from the CEO and Director of Nursing, and notifying all staff of changes or new implementations.

●Maintained resilience and promptness to keep patients safe. Ensuring all units are staffed properly, being readily available to move from unit to unit without protest. Rearing a code gray team to make patient and staff safety in midst of a crisis more efficient and seamless.

Behavioral Health Specialist, October 2015 – March 2017

●Tasked with implementing structure and stability for adolescent patients to regulate their days. Ensuring care plans for every patient were being followed.

●Organized group sessions with patients, ensuring patient goals were verbalized to assist patients with meeting their goals. Maintaining open communication and a professional relationship with patients to gain trust and commitment, allowing patients to follow through with their programs.

●Successfully verbally de-escalate patients whom have found themselves in quarrelsome situations. Ensuring the safety of patients and staff during altercations, while using proper protocols. Ensuring all units remained locked and secured to eliminate runners.

UCAN, Chicago, IL

Residential Treatment Specialist, June 2015 – October 2015

●Safely transported residents to community outreach centers and school, while providing constant supervision of all adolescents.

●Formulate and implement individual treatment plans for residents, as well as assist in regulation daily schedules from wake up to bed time to promote structural behavior.

●Uphold requirements of assisted group living, as well as administer first aid medications as needed.

Lydia Home Association, Chicago, IL

Residential Treatment Specialist, January 2015 – June 2015

●Supervised residents during daily activities, as well as monitor and report behavior and changes in moods. Providing a safe and organized environment for residents.

●Successful completion of Therapeutic and Crisis intervention training in order to manage and maintain unpredictable situations.

●Engaged residents in group conversations and team building activities to encourage positive relationships amongst the residents.

CPS- Moose Elementary School, Chicago, IL

Dean of Discipline, March 2014 –August 2014

●Piloted new disciplinary plans for high risk students. Ensuring students were being mentored first before proceeding with any disciplinary actions.

●Daily notations on the progression of students and behaviors. Providing consistent structure and classroom drops in to ensure students are committing to behavioral plans.

●Collaborated with parents and faculty to ensure the successful completion of the school year for every student on the disciplinary list.

CPS- Roberto Clemente High School, Chicago, IL

Student Advocate, September 2011– June 2012

●Produced academic and behavior reports, mentoring students who appeared to be of high risk to drop out. Setting and implementing strategic graduation goals to develop a positive outlook on life.

●Monitored students during afterschool activities, as well as fared home visits for students to ensure good behavior and curfew.

●Collaborated with parents weekly to provide progress and compose ideas for future consistent progression at home and at school.

ADDITIONAL INFORMATION

Language Competencies: English and Spanish (intermediate level)

Software: Microsoft Office, EPIC

Key Accomplishment. Personally, provided excellent customer service to patients. Maintaining flexibility when needed to ensure that the Silver Oaks Hospital patients received proper care and staffing guidelines were met for the unit. Adapted to change when needed, floating from pediatric units to geriatric units seamlessly. Going above and beyond work requirements. Many times, taking initiative to build better skills and be a role model to staff.

Key Accomplishment. Remained resilient, prompt and reliable. Assuring patients received excellent customer service. Allowing for vertical movement from unit to unit without protest.

Key Accomplishment. Lead and mentored a team of over ten employees on different units. A leader and trainer in crisis prevention and de-escalation. Implemented rules and regulations in the work place to maintain safety during a crisis. Taking on coaching, strategic and transformational leadership styles, allowing for positively influenced employees and patients.

Key Accomplishment. Personally, handled difficult situations between patients, staff and family members, using de-escalation techniques. Made visible to administration sense of leadership and determination towards my position and career. Initially direction a small group of employees and pioneering leadership styles on the adolescent unit, that would later transform the work environment.

Key Accomplishment. Remained resilient, prompt and reliable. Providing excellent customer service as well mentorship to high risk adolescents. Encouraging positive behaviors and socially acceptable habits.

Key Accomplishment. Remained resilient, prompt and reliable. Providing excellent customer service. Implemented positive behavior habits through groups and team building strategies.

Key Accomplishment. Directed the disciplinary spectrum of Moose Elementary school. Collaborated with both the Principal and Assistant Principal to compile the best disciplinary plan for students. Ensuring school rules and expectations were met by students. Implementing disciplinary actions and structuring and leading meetings with parents to assist the student in having a successful year in school.

Key Accomplishment. Mentored students who were in high risk of dropping out of high school. Providing services to all students who was in need advocacy for any reason.

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