Customer Service Patient Access
Resume:
Carla Williams
Management trainee, Officer, Supervisor
Denver, CO 80202
**********@*****.***
Professional Summary
As a highly motivated individual, I desire to leverage my great attitude, intense work ethic and extreme team player attitude for a forward thinking, progressive organization where I can drive bottom line excellence.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Resident Advisor
The GEO Group, Inc.-Aurora, CO
September 2022 to Present
• Communicated by using the computer, telephone, two-way radio, and intercom systems and Monitor and record detainee access and movement to and from the housing units, visiting areas, recreational areas and booking/intake.
• Observed staff ( officers, programs, nurses, and ICE STAFF) movement in the housing units to ensure safety and security from central control and other assigned duty posts.
• Duties involved, direct contact with up to each day 1084-1400 detainees, the public for visitations each day, code enforcement, perimeter control, and as well as contact with Aurora police department set up through Geo administration for protests outside the facility.
• As needed Processed property, and as part of the release of detainees.
• Maintained inventory and key control as well as keep logged reports manually at this facility.
• Responded promptly to emergencies or crisis situations within the residence hall, following established protocols to ensure the safety of all residents
Security Guard
SEAL Security-Denver, CO
May 2021 to Present
• Patrolled assigned areas to ensure the safety and security of premises
• Monitored surveillance cameras and alarm systems, promptly responding to any suspicious activity or emergencies
• Maintained accurate logs of all incidents, accidents, and daily activities
• Provided excellent customer service by assisting visitors with directions, inquiries, and general assistance as needed
• Investigated suspicious activities using CCTV footage resulting in the identification and apprehension of multiple suspects. Demonstrated exceptional conflict resolution skills while handling difficult situations involving aggressive individuals
Campus Safety Officer
Department of Safety Denver Public Schools-Denver, CO July 2019 to November 2022
• Maintained student and staff safety and compliance regarding any entry onto the site, unwanted behaviors, unreserved drugs, fights or threat of someone bringing guns on campus with regards to safety and securing all staff and access badging entries.
• Redirected a student(s) in a crisis or de-escalated a student as needed using verbal or physical commands as needed depending upon each unique situation
• Monitored surveillance cameras, took complaints or reports, routed calls,checked-in/out guests or international help, escorted guests by appointment only to their sponsor, check-out access badges for secured or unsecured areas.
• Participated in the development and implementation of security and self awareness.
• Did faxing, printing or office work as advised. I delegate patrol assignments to the officers, confirm their reports are proficient, professional and effective. Security Officer/Buckley Air Force Base(BAFB)
Securitas, INC.-Denver, CO
January 2017 to December 2019
• Checked in guests, visitors, and staff using the Kiosk and Identification system placed within security entrance of the Emergency area, as well as safety and security of the whole Emergency department.
• Watched surveillance cameras, conducted patient hold assists as advised, and did General Incident Reports(GIs).
• Vehicle patrol of exterior and interior of client buildings were conductedas well as a foot patrol. Tire changes, morgue escorts, and vehicle escort assists were done too.
• I am in partnership with families, adults, teens, youth, and infants battling or surviving in this life: drugs, domestic violence, human sex trafficking, and mental health.
• Escorting of those who were criminal trespassing off premises was conducted, and protecting the mother baby floors from threats of abduction was mandatory; security rounds were performed regularly. Note: When it comes to my duties, I'm empathetic, compassionate, and forth going. I am fair and nice, unitil made not to stay nice, and will become firm or near aggressive as needed as every case is different. Site Supervisor/Front Office Ambassador
Securitas SCIS-Broomfield, CO
October 2017 to November 2019
• Responsible for authorizing access into property by use of thermo check thermo access to incoming/ outgoing clients, contractors, vendors, and administrative personnel, for safe access health screening prior to coming onto site due to Covid Standards at the time 2019.
• Maintained, staff and guest compliance regarding any entry onto the Buckley site with regards to safety and securing all staff and access badging entries.
• Escorted guests by appointment only to their sponsor, check-out access badges for secured or unsecured areas for those with current credentials, and give directives to anyone as needed, to maintain policy and regulations for a safe working environment while a visitor or employee works on site.
• Performed as needed, security audits and implementing compliance requirements.
• Aided with faxing, printing or office work as advised. I delegate patrol assignments to the officers, confirmed their reports are professional and effective, and I make sure all officers are alarm compliant. I assist with the patrolling of the perimeters of the interior, exterior, stairwells, or amenities of buildings on site for visual presence.
Note: Within my two months of employment with this site, I managed to implement front desk policy, build a strong client/employee trust, and rapport. I was able to train five employees who were doing very well at in the facility at the time.
Security Console Operator/SecurityOfficer ll
AlliedBarton Security Services(Georgia) Temporary-Atlanta, GA March 2015 to January 2017
• Monitored CCTV surveillance cameras in order to detect and guard against unauthorized entry into hospital or units, campuses,and properties too.
• Warned persons of rule infractions or violations, and apprehend or evict violators from premises, using force when necessary.
• Patrolled by foot or vehicle industrial or commercial premises to prevent and detect signs of intrusion and ensure security.
• Monitored and authorized entrance and departure of employees by giving, visitors, and other persons an authorization sticker to guard against theft and maintain security of premises. Able to maintain and stay organized and goal oriented with an attention to detail.
• Wrote reports of daily activities and irregularities such as equipment or property damage, theft or presence of unauthorized persons.
• Circulated among visitors, patrons, or employees to preserve order. Patient Watch Officer/Behavioral Specialist
HSS Inc.-Denver, CO
March 2013 to December 2015
• Was responsible for sitting with patient(s) from all walks of life, young to old, who were described or diagnosed by a physician to possibly be suicidal, homicidal,or under the influence while at same time a threat to him/herself, or who may cause harm to other(s ).
• Observed and reported anything unusual to nursing, kept individual and staff from all harm while under care of any staff caring for the individual.
• As patient watch officer, the patient was kept in his/her room, and the escorting of the patient,and keeping record of patient activities were logged.
• De-escalated any patient as needed, and was responsible for the use of CPI or learned techniques if ever the patient became violent.
• Lastly,the patient was advocated for as needed to help speak to his/her nurse, tech, the unit secretary. Master Security Officer II/Lead Officer
Allied Barton Security-Denver, CO
March 2013 to February 2014
• Greeted customers, routed calls, answered questions, and provided information and directions during non-business hours while I was posted at Emergency entrance and other Ambassador posts.
• Warned persons of rule infractions or violations, and apprehend or evict violators from premises, using force when necessary.
• Able to maintain and stay organized and goal oriented with an attention to detail.
• Wrote reports of daily activities and irregularities such as equipment or property damage, theft or presence of unauthorized persons.
• Circulate among visitors, patrons, or employees to preserve order. Assistant Group Home Manager
Jackson Group homes-Bakersfield, CA
January 2008 to July 2011
• I managed while in the owner's absence the in home and as an (Direct Care Aide) too. Attended and participated in staff meetings, and resident events at the group home.
• Made sure the assigned duties of staff are completed while ensured maintenance of the home is completed in accordance with the schedule doing teamwork as needed to accomplish goals.
• Aided the Home Manager in the oversight of resident’s schedules and weekly appointments, and scheduling staff. Kept up with the coordination of trainings for staff to ensure their certifications are current.
• Acted as a liaison to all agencies involved in services for residents, i.e. Day programs and at Doctor appointments. Maintained contact with residents’ families, and followed regulations and rules for residents who had court ordered situations. Assisted Home Manager with payroll as needed.
• Responsible for the management of residents’ medications (e.g. maintain supply, supervise passing of medications, and documentation).As required, participated in trainings for medication distribution too.
• Maintained required records for all residents in home, and I would adhere to relevant agency rules and regulations, policy and procedures. I was flexible to perform other duties as directed/required. Coordinator/Patient Access Representative, Front Office Clerk Quest Imaging and Associates-Bakersfield, CA
July 2004 to December 2007
Was responsible for the maintenance of the front office, opened/closed the facility, upkeep of Office equipment, meet and greeted guests, staff, and patients, gave oral prep to patients as per their exam requirement, helped back office keep up with time management with patients getting prepped for contrast exams, helped customer service with patient check in, insurance verification, and data entry. Typed meeting minutes for each department head supervisor as advised, took notes, typed memos as advised; did front lobby walkins, scheduled outpatient next appointments for two radiologists, and prepped some patients as as needed for their exam/s, answered heavy phones, routed calls used interpersonal skills for escalated situations as needed with guest(s). Education
Bachelor's in Human Service. Management
University of Phoenix-Online Campus-Westminster, CO 2010 to 2012
BS in Human Services Management
University Of Phoenix Bakersfield,California--Ground Campus-Bakersfield, CA 2006 to 2008
Diploma, Certificate in Medical Front/Back Office/Phlebotomy Santa Barbara Business College-Bakersfield-Bakersfield, CA August 1994 to September 1995
Diploma
East Bakersfield High School-Bakersfield, CA
1989
Skills
• Microsoft Office (10+ years)
• Medical terminology
• Physiology knowledge
• Security (10+ years)
• On-Site
• Loss prevention
• Case management
• Epic (2 years)
• Medical Scheduling (3 years)
• EMR Systems
• Physiology Knowledge
• Anatomy Knowledge (6 years)
• Microsoft Excel
• Supervising experience
• Emergency Management (3 years)
• Appointment Scheduling (5 years)
• Quality assurance
• Supervising Experience (8 years)
• Medical Billing
• Adult education
• Medical Coding
• Organizational Skills (10+ years)
• First Aid (10+ years)
• Laboratory Experience
• CPT Coding (1 year)
• Telephone Skills (10+ years)
• Hiring (2 years)
• Phlebotomy (4 years)
• Sales
• Laboratory experience
• Medical Records
• CCTV (8 years)
• Security
• Vital signs
• Medical coding
• Inventory Control (10+ years)
• Interpersonal (10+ years)
• English
• Surveillance (10+ years)
• Fingerprinting certified (2 years)
• Quality Assurance
• Behavioral Health (10+ years)
• ICD-10
• Hospitality
• Insurance Verification
• Medical Terminology (10+ years)
• Behavior management (5 years)
• Microsoft Word
• Document Management Systems
• Utilization management
• Experience Administering Injections
• Epic
• Office Equipment (10+ years)
• Customer service
• Dispatching (3 years)
• ICD-9
• Filing (10+ years)
• Powerpoint (8 years)
• Triage
• Medical Office Experience (10+ years)
• Patient service
• Phlebotomy
• Patient Care (5 years)
• Fax (10+ years)
• Acute Care
• Cpr Certification (10+ years)
• Vital Signs (6 years)
• Public Speaking (5 years)
• Medical records
• Discharge planning
• Customer Service (10+ years)
• Management
• Office experience
• Computer literacy
• Multi-Line Phone System (10+ years)
• Writing skills
• Windows
• EMR systems
• Anatomy knowledge
• Human resources
• General Computer Hardware (10+ years)
• Crisis Intervention, (10+ years)
Certifications and Licenses
IAHSS certified
January 2013 to Present
The Certified Healthcare Security Officer (CHSO) certification is an introductory program in healthcare security and safety. Some of the topics included in the Basic Training Manual are an introduction to healthcare security, fundamental security skills, the role of security in healthcare organizations, protective measures, healthcare safety and emergency management security First Aid Certification
Driver's License
December 2022 to January 2028
My driver’s license
CPR Certification
September 2023 to September 2025
Basic life safety and AED included
CPR/BLS/AED
September 2023 to September 2024
American Heart Association
Red Cross
Security Guard Card
January 2022 to January 2023
This city license is good for working on Denver as Security. I have a certificate which includes the mandated 16 hours of training for this license too. Taser x26/x26P
February 2016 to February 2018
Additional Information
My desire is to work with an organization which allows growth and advancement. I would like to exercise my diversified experiences with a team of subordinates, all staff, vendors, and visitors. Doing so helps me to continue to contribute to my strong work ethics, understanding, leadership and great customer service. I have 15 years of customer service (behavioral health included), 6 years as an healthcare assistant front office/back office, including behavioral health, and 12 years of security. It's always a pleasure to be a part of a company that takes customer service towards the community or surrounding communities seriously.
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