Mental Health Human Resources
Resume:
Sue Hidalgo
Master's Level Mental Health Professional (Unlicensed)
Topeka, KS 66607
************@*****.***
Professional Summary
Qualifications:
• Master of Arts in Psychology
• Bachelor’s in Healthcare Administration, minor in Project Specialization and Human Resources Management
• Currently not licensed but actively pursuing certifications and coursework to meet licensure requirements.
• Pharmacy Technician Diploma
• CBT Cognitive Behavior Life Coach Certification (Accredited, Udemy)
• Extensive experience working with children, youth, and families from high-risk backgrounds
• Experienced in discharge planning, facilitating smooth transitions for clients from inpatient to community settings.
• Skilled in working with individuals from military backgrounds
• Proficient in multicultural counseling practices
• Background in pharmacy, with experience in medication management and education
• Experience in educational counseling, providing support and guidance to soldiers and other adults seeking advanced education
• Strong background in case management, ensuring comprehensive service delivery and support
• Prior authorization experience within healthcare settings, facilitating patient access to necessary services
• Clinical experience in counseling and mental health interventions, including assessments, motivational interviewing, and faith-based counseling
• Background with the Office of Refugee Resettlement Unaccompanied Minors program
• Typing speed: 75 wpm
• Strong report writing and correspondence skills
• Proficient in Microsoft Office Suite (Outlook, Word, Excel) and Adobe
• Kansas driver’s license in good standing
• Capable of passing drug screenings
• Certified in Basic Life Support (BLS)
• Reliable transportation
• Bilingual (English/Spanish) with strong verbal and written communication skills
• U.S. citizen, authorized to work in the United States Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Lead Clinician Support
The Villages, Inc.-Topeka, KS
February 2024 to March 2025
• Assisted the Lead Clinician in training and onboarding at least three clinicians, tailoring training materials to suit individual learning styles, including the creation of intervention lists, BIRP note templates, and practical examples for effective documentation.
• Facilitated shadowing opportunities for new clinicians, allowing them to observe group sessions and interventions with children's consent to enhance their practical learning experience.
• Provided guidance on utilizing the high-asset UAC portal, instructing clinicians on how to enter their information, upload notes, and access essential resources.
• Developed and translated materials into languages such as Vietnamese to ensure better comprehension and support for diverse populations.
• Served as the primary point of contact for clinicians in the absence of the Lead Clinician, addressing inquiries and offering advice on a range of clinical matters.
• Updated the 'house lists' used by clinicians to maintain up-to-date records of weekly notes, including adding newly admitted minors and noting discharged minors.
• Staffed cases for clinicians who were absent, ensuring continuity of care and compiling notes for their later review.
• Led presentations explaining the role of clinicians to three separate groups, highlighting the positive impact on the shelter and emphasizing its necessity.
• Created educational PowerPoint presentations on topics such as dissociation and derealization to share with the clinical team.
• Trained clinicians on the use of the Propio App for interpreting services, assisting them in setting it up on their devices.
• Provided emotional support to the clinician team, offering advice on managing feelings of burnout, while fostering positive motivation and guiding them in their duties.
• Mentored staff by exemplifying effective practices and maintaining harmonious relationships with colleagues, public stakeholders, and youth.
Masters Level Mental Health Clinician (Unlicensed) The Villages, Inc.-Topeka, KS
June 2021 to March 2025
• Conducted comprehensive mental health assessments to identify the psychological needs of each unaccompanied child, documenting findings in alignment with ORR policies.
• Screened for trauma, child abuse (including sexual abuse), and risk factors associated with human trafficking to ensure immediate and appropriate responses.
• Evaluated the risk of self-harm or harm to others, formulating tailored intervention recommendations to address individual needs.
• Contributed to the creation of Individual Service Plans (ISPs) customized to support the unique requirements of each UC.
• Delivered therapeutic interventions through individual, group, and family sessions to foster emotional and psychological resilience.
• Implemented crisis intervention strategies to address acute mental health needs effectively.
• Assessed the necessity for advanced mental health care and recommended psychological evaluations when needed.
• Coordinated with case management and medical teams to provide integrated support for each child.
• Collaborated with Case Managers and Coordinators to facilitate family reunification for UCs, ensuring a smooth transition and emotional support.
• Recorded all client interactions in the electronic UC portal, ensuring thorough documentation.
• Maintained clinical case files according to ORR policies, ensuring compliance and organization.
• Built positive relationships with colleagues, community members, and youth, fostering a supportive and nurturing environment.
• Ensured ongoing supervision of youth to maintain a safe and secure setting while adapting to program needs.
• Accepted additional responsibilities as assigned, enhancing overall program effectiveness.
• Additional Functions:
• Developed therapeutic plans to support the mental well-being and adjustment of clients within the Unaccompanied Minors program.
• Conducted intake and crisis evaluations, documenting assessments promptly to inform treatment decisions.
• Created safety plans for at-risk youth, particularly those exhibiting suicidal ideation or potential flight risk.
• Facilitated weekly counseling sessions and psychoeducational group therapy to provide ongoing therapeutic support.
• Managed supervised communication between youths and their families or sponsors, utilizing video and audio calls to maintain connections.
• Offered professional consultation regarding clients' mental health statuses and treatment needs to interdisciplinary teams.
• Advocated for youth by identifying concerns related to human trafficking and ensuring access to necessary medical services.
• Prepared Significant Incident Reports (SIRs) to document critical events affecting client safety and followed up on reported incidents.
• Strengthened connections between minors, their families, and sponsors to promote effective communication and emotional support.
• Collaborated closely with child advocates to secure legal assistance and prioritize the safety and well- being of unaccompanied children.
Masters Level Mental Health Clinician (Unlicensed) JCS Military Services, Inc.-San Antonio, TX
March 2021 to May 2021
• Provided collaborative guidance and recommendations to support the mental health and well-being of minors residing at the Freeman Coliseum shelter in San Antonio, which served approximately 2,000 minors.
• Conducted risk assessments within 3 days of arrival for each child to identify and address immediate concerns.
• Ensured timely connection with assigned case managers amidst a chaotic environment in San Antonio.
• Facilitated communication between children and their families residing in distant countries, including Guatemala and others, through phone calls and support services.
• Offered individualized support to children who sought assistance, visiting those in need and engaging them in activities such as crafts and group projects.
• Participated in UAC assessment questionnaires, evaluating children's home lives and potential trauma experiences to inform targeted interventions.
• Provided faith-based counseling to address the emotional needs of children in a culturally sensitive manner.
• Collaborated with clinicians to prioritize the needs of minors, maintaining a list of those requiring attention and providing timely updates on their cases.
• Advocated for minors to ensure they had access to necessary support services, including phone calls with family members.
• Worked closely with case managers in fast-paced environments to obtain case updates and coordinate care.
• Identified incidents of bullying and made recommendations to the Significant Incident Report team to enhance the children's overall safety and well-being.
• Developed strategies to mitigate potential escalation of incidents and promote a supportive environment within the shelter.
Emergency Room Patient Access Specialist
The Emergency Clinic at the Pearl-San Antonio, TX
January 2020 to March 2021
• Served as the primary point of contact for patient access services in a prestigious medical clinic led by Dr. Michael Magoon, catering to a high-profile clientele.
• Delivered exceptional customer service to patients, vendors, insurance companies, referral sources, and co-workers by leveraging comprehensive knowledge of clinic policies, procedures, and insurance processes.
• Managed customer relations by ensuring accurate data entry, efficient batch and cash drawer balancing, and effective time management.
• Verified insurance eligibility and communicated coverage details, billing information, and payment responsibilities clearly to patients and their families to ensure transparency and understanding.
• Collected co-pays, co-insurance, deductibles, and outstanding balances with precision and ensured proper documentation.
• Maintained and balanced the cash drawer with accuracy, adhering strictly to financial protocols.
• Complied with HIPAA regulations while managing the secure transfer of medical records to primary care providers, insurance carriers, and referred specialists.
• Demonstrated detail-oriented skills with strong interpersonal communication abilities, successfully managing multiple priorities in a high-pressure environment while providing outstanding customer service.
• Proficient in insurance verification, Microsoft Office, and EMR/EPM systems, with strong troubleshooting skills to address equipment errors as they arise.
• Committed to upholding company values and contributing to the quality of clinical services through effective communication and teamwork during individual and group supervision.
• Collaborated closely with clinical and management teams to ensure exemplary service delivery to patients and their families, fostering an environment of respect and support.
• Greeted, registered, instructed, and provided general assistance to patients, consistently exemplifying superior customer service and respect for their needs. Military Testing Coordinator
Army Continuing Education System (ACES)-San Antonio, TX October 2019 to January 2020
• Facilitated standardized testing for soldiers, including language assessments and various aptitude tests, ensuring adherence to AR 621-5 and Army testing protocols.
• Coordinated with soldiers to schedule testing appointments, ensuring compliance with regulations requiring an Educational Counselor's referral prior to testing.
• Managed the logistical aspects of the Army Personnel Testing (APT) process, including the collection and verification of necessary documentation, such as DA Form 4187 and ERB/ORB.
• Prepared testing workspaces by providing necessary materials such as scratch paper, pencils, and approved headphones, ensuring a conducive testing environment.
• Scored tests by hand and through computer systems, maintaining accuracy and integrity in the reporting of soldier performance data.
• Ensured fairness by collecting and securing cell phones prior to tests, mitigating any potential distractions or violations of testing protocols.
• Served as the primary point of contact for soldiers seeking information on available testing services, including the Defense Language Aptitude Battery (DLAB), Defense Language Proficiency Test (DLPT), and other specified tests.
• Collaborated with representatives from local colleges and educational institutions, including Alamo Colleges and Wayland Baptist University, to connect soldiers with educational resources and services.
• Educated soldiers on testing procedures, requirements for uniform attire, and scheduling limitations for APT exams, assuring clarity and understanding.
• Monitored and enforced testing compliance, including preapproval processes by Educational Counselors and proper registration protocols, to maintain the integrity of the testing environment.
• Assisted soldiers in understanding their testing results and provided informational support for subsequent educational planning and evaluation.
• Developed and maintained strong professional relationships with educational institutions and testing service representatives to enhance opportunities for soldiers.
• Maintained accurate records of testing schedules, scoring outcomes, and soldier information to ensure efficient operation and adherence to documentation standards. Military Education Counselor
Fort Sam Houston Education Center-San Antonio, TX
October 2018 to January 2020
• Demonstrated expertise in adhering to Standard Operating Procedures (SOPs) and other written directives issued by the Government, ensuring compliance and efficient delivery of services.
• Conducted thorough assessments of clients' education goals, developed tailored individual education plans (IEPs) to achieve those objectives, and diligently monitored progress toward these objectives to ensure successful outcomes.
• Provided one-on-one and group counseling sessions, leveraging face-to-face or electronic communication methods to cater to the authorized clients’ preferences.
• Maintained accurate and up-to-date records of counselor support sessions in clients' GoArmyEd education records, ensuring seamless tracking of progress and outcomes.
• Offered informed guidance and expert advice on veterans' education benefits, staying abreast of current written directives and government initiatives.
• Collaborated with clients to facilitate admission into military schools, commissioning programs, and other educational institutions, maximizing the utilization of Veterans' education benefits, Free Application for Federal Student Aid (FAFSA), scholarships, and other relevant applications.
• Conducted comprehensive briefings on the Army Continuing Education System (ACES) programs and services, highlighting current directives and opportunities available to soldiers.
• Facilitated the enrollment and onboarding of soldiers into current and emerging ACES Programs, supporting the Soldier Life Cycle.
• Coordinated with testing and assessment teams to schedule and administer relevant tests, interpreted results, and provided counseling to determine soldier readiness for various ACES programs.
• Resolved and escalated queued cases through the Soldier GoArmyEd Customer Relation Management tool, ensuring timely resolution and high levels of client satisfaction.
• Utilized the Customer Management Tool to streamline service delivery, enhance operational efficiency, and maintain a high level of customer satisfaction.
• Participated in and supported special events, such as college fairs and graduation ceremonies, as requested by the Education Services Officer (ESO).
• Assisted soldiers in calculating promotion points and preparing promotion point memorandums, providing critical support for personnel development.
• Provided education transition counseling services, tailoring support to meet the unique interests and needs of transitioning soldiers and their families.
• Developed and presented bi-weekly and monthly PowerPoint presentations to educate soldiers on the services available at the Education Center, addressing questions and concerns, and highlighting tuition assistance benefits, resulting in increased awareness and utilization of education benefits.
• Utilized effective communication and presentation skills to engage large audiences, ensuring the message was conveyed clearly and effectively, and promoting a positive perception of the Education Center.
• Conducted walk-in sessions to address questions and concerns, and provided one-on-one consultations to ensure soldiers were well-informed and equipped to make informed decisions about their education and career goals.
Medical Necessity Pharmacy Authorization Specialist ENT Clinics of San Antonio-San Antonio, TX
June 2016 to October 2018
• Responsible for processing and finalizing Prior Authorization requests within established time frames and performance guidelines.
• Completed prior authorization request forms, checked formulary alternatives, and reviewed medications that had been tried and failed.
• Utilized drug references to verify that the requested drug was indicated and approved for the specific condition.
• Documented all related information regarding both approval and non-approval decisions.
• Ensured compliance with defined roles, responsibilities, and rules of engagement between prior authorization processing and clinical decision-making.
• Analyzed, researched, and resolved prior authorization processing issues, making written and telephone inquiries to gather necessary information from clients, members, physicians, or pharmacies.
• Collaborated closely with supervisors and pharmacists for additional insights when needed.
• Coordinated outbound communications within the client system to engage with members, physicians, and pharmacies to obtain missing information and efficiently manage pending requests.
• Documented all prior authorization-related information and status updates, making outbound calls to address questions regarding prior authorization status.
• Protected the confidentiality and privacy of all prior authorization and member information by adhering to strict protocols for secure storage and management of documentation.
• Played a key role in initiating the pharmacy refill program.
• Actively collaborated with pharmaceutical representatives to discuss new drugs that may have been of interest to physicians.
• Trained a new Pharmacy Prior Authorization Specialist, supporting the growth and efficiency of the team.
Pharmacy Adherence Patient Care Representative
PharmMD-San Antonio, TX
February 2016 to June 2016
• Initiating and completing outbound calls to patients to discuss medication adherence, barriers to care, and potential solutions to optimize treatment outcomes.
• Demonstrating exceptional listening skills to understand patient questions, concerns, and needs, and providing accurate and empathetic responses to address their inquiries.
• Interacting with healthcare professionals of all levels, including pharmacists, clinicians, and other healthcare providers, to coordinate patient care, resolve medication-related issues, and facilitate patient access to necessary services.
• Facilitating medication refill, synchronization, and 90-day supply requests for patients, ensuring seamless transitions and minimizing disruptions to patient care.
• Maintaining the confidentiality and integrity of sensitive patient and company information.
• Upholding the highest standards of professionalism and discretion in all communications.
• Ensuring the protection of sensitive information in compliance with relevant laws and regulations.
• Utilizing software applications to accurately document patient call interactions, monitor progress, and track key performance indicators to inform quality improvement initiatives.
• Maintaining accurate and up-to-date records of patient interactions, including call logs, medication histories, and outcome measures.
Pharmacy Prior Authorization Specialist
Caremark-San Antonio, TX
January 2013 to February 2016
• Verifies member information and accurately inputs data to support pharmacists.
• Processes prior authorization requests from physicians' offices, ensuring compliance with Medicare, regulatory, and accreditation requirements; communicates previous authorization determinations to relevant parties.
• Provides resolutions for grievances and appeals issues, fostering effective problem-solving.
• Responds to inquiries from physicians, sales teams, and members regarding formulary and prescription benefits.
• Conducts conversations with clients and clinics to gather information about prior medication usage and assess eligibility for drug approval using formulary guidelines.
• Educates patients and clinics on new drug formularies and recommends lower-cost alternatives when applicable.
• Enters and maintains precise records of prior authorization activities.
• Documents outreach efforts to members and providers appropriately and comprehensively.
• Manages incoming calls, faxes, and electronic prior authorizations (EPAs) related to pharmacy requests.
• Refers cases requiring clinical review to a pharmacist or medical director as necessary.
• Responsible for the identification and data entry of pharmacy prior authorization requests, ensuring accuracy and completeness.
Certified Pharmacy Technician (CPhT)
Walmart-San Antonio, TX
April 2012 to January 2013
• Assisted pharmacists in preparing and dispensing medications accurately and efficiently.
• Managed inventory by ordering, receiving, and stocking pharmaceuticals and supplies.
• Performed medication preparation, including compounding and labeling prescriptions.
• Processed prescriptions using pharmacy software, ensuring proper medication dosages and instructions.
• Maintained compliance with health care regulations and pharmacy laws.
• Conducted routine cleaning and maintenance of pharmacy equipment and areas. Training, Inventory, and Production Supervisor
AAFES: Army and Air Force Exchange Services-Eielson AFB, AK November 2011 to April 2012
• Completed essential administrative functions, including managing schedules, reading and routing incoming mail, composing routine correspondence, creating and editing company forms, assisting with projects, answering and screening telephone calls, making appointments, and maintaining both electronic and paper files.
• Acted as the frontline corporate representative, fielding inquiries from customers and the community, and directing requests for information to the appropriate resources.
• Executed order fulfillment by researching product availability, accommodating special requests, expediting standard orders, communicating updates to clients, and tracking products to ensure timely delivery.
• Ordered and maintained a fully organized inventory of office supplies and products, maximizing sales staff efforts while adhering to budget constraints.
• Trained and supervised new hires and administrative staff to ensure operational efficiency.
• Designed, developed, and ran reports as needed to provide specific information for decision-making.
• Contributed to team efforts by adopting a “no job is too small” philosophy, assisting where needed, and accomplishing tasks beyond traditional job responsibilities. Certified Pharmacy Technician (CPhT)
Wal-Mart-San Antonio, TX
2012 to 2012
• Ensured fulfillment of pharmacy prescriptions in an automated central fill pharmacy to maintain continuous and consistent workflow, meeting daily production and quality goals.
• Maintained and tracked medication inventory accurately.
• Maintained pharmacy systems and technology, including inventory systems and automated medication counting machines.
• Ensured quality, accuracy, and integrity of inventory, including pharmaceuticals and supplies.
• Promoted and maintained the pharmacy's professional reputation while delivering pharmacy products and services by local, state, and federal laws, as well as corporate policies and procedures.
• Supported the facility with reporting and paperwork to ensure productivity and pharmaceutical integrity.
Certified Pharmacy Technician (CPhT)
Walgreens-San Antonio, TX
2007 to 2008
• Utilized pharmacy systems to obtain patient and drug information for processing prescriptions.
• Assisted and coached pharmacy technicians and cashiers in operating pharmacy systems and cash registers.
• Assisted in pharmacy practice under the pharmacist's supervision, in compliance with state, federal, and company policies, reviewing and adhering to the Walgreen Co. Pharmacy Code of Conduct.
• Performed tasks assigned by the Pharmacy Manager, Staff Pharmacist, and Store Manager, including entering patient and drug information, filling prescriptions, verifying medicines, and checking for possible interactions.
• Reported prescription errors immediately to the pharmacist on duty and adhered to company policies regarding pharmacy errors and the Quality Improvement Program.
• Strictly adhered to Walgreen Co. policy concerning Good Faith Dispensing during prescription dispensing activities.
• Registered all related sales on the assigned cash register, handled cash as required, and assisted customers in locating products in the OTC aisle.
• Managed telephone calls that did not require the pharmacist's attention, including calls to physicians.
• Processed and corrected manual claims for third-party prescription services promptly and performed other clerical duties assigned by the Pharmacy Manager.
• Supported the Pharmacy Department in inventory management activities, including ordering, unpacking, checking, and storing pharmaceutical shipments. Maintained knowledge of asset protection techniques and filed claims for warehouse discrepancies.
• Ensured the Pharmacy Department was adequately stocked, clean, and orderly by assisting with exterior and interior maintenance.
• Earned and maintained PTCB certification through designated training programs and met state-required certification requirements.
• Attended training and completed performance planning logs (PPLs) requested by management while acquiring continuing education credits to stay knowledgeable about healthcare and pharmacy developments.
Education
Master of Arts in Psychology
Ashford University
February 2017 to November 2018
Bachelor's degree in Health Care Administration/Minor in Project Specialization and Human Resources Management
Ashford University
January 2013 to February 2017
Diploma of Pharmacy Technician
Kaplan Career Institute - San Antonio, TX
January 2007 to December 2007
High School Diploma
James Madison High School - San Antonio, TX
May 2004
Skills
• Behavioral Health
• Documentation
• Behavioral Therapy
• BI-LINGUAL (10+ years)
• Intake Experience
• Order Fulfillment
• Research
• Crisis Management
• Customer Service
• Customer Relationship Management
• Typing
• Motivational Interviewing
• Recruiting
• MS OFFICE (10+ years)
• Medical Records
• Outlook
• Individual / Group Counseling
• Time Management
• Crisis Intervention
• Bilingual
• Case Management
• Spanish
• Front Office
• Social Work
• Cognitive Behavioral Therapy
• Clinical Pharmacy Experience
• Child & Family Counseling
• Group Therapy
• Organizational Skills
• EMR Systems
• Mental Health Counseling
• Secretarial
• Pharmacy Technician Experience
• Customer Service Skills
• Insurance Verification
• Medical Terminology
• Data Entry
• Filing
• English
• Conflict Management
Languages
• Spanish - Expert
Certifications and Licenses
Basic Life Support (BLS)
Additional Information
*Computer proficiency; ability to adapt quickly to new software programs, such as MS Office.
*Able to type 60-70 words per minute; Bi-lingual: Spanish and English-speaking
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