Customer Service Mental Health
Resume:
ANGELA HAWKINS
SUMMARY
Customer service professional with 12 years of experience in healthcare and insurance industries. Demonstrated track record in claims processing, patient advocacy, and healthcare documentation. Proven ability to handle sensitive information with accuracy and maintain HIPAA compliance. Known for reliable performance and adaptability in fast-paced healthcare environments.
EXPERIENCE
Mental Health Assistance, Apr 2024 - present
Springbrook Behavioral Health
Direct Care Support: Assisted autistic adolescents with daily living activities, including personal hygiene and meal planning.
●Behavior Management: Implemented positive reinforcement techniques and behavior management strategies to promote appropriate behaviors.
●Crisis Intervention: Recognized and addressed behavioral escalations using de-escalation techniques, ensuring a safe environment.
●Effective Communication: Cultivated trust through supportive communication with residents, families, and interdisciplinary teams.
●Group Facilitation: Led therapeutic group activities to enhance social skills and emotional regulation among residents.
●Accurate Documentation: Maintained and updated residents' records in compliance with facility protocols.
SBIRT Recovery Coach, Dec 2022 – Sept 2023
FAVOR Upstate at ER Prisma
Conduct brief interventions with patients at substantial risk of substance use disorders utilizing change talk and motivational interviewing.
●I have gathered data on available resources for recovery and helped in arranging referrals for treatment.
●Scheduled and confirmed appointments for medication-assisted treatment for people with opioid use disorder while supporting coordination with providers and other staff.
●Built positive relationships with healthcare professionals to provide best patient care.
●Documented outlined patient specifications, processes, and procedures used in the Epic System while upholding HIPPA requirements and patient confidentiality.
Medicare Claims Processor, April 2019 – Jan 2022
Concentrix, A SYNNEX Corporation
●I own a robust understanding of medical terminology and procedures, allowing me to confidently navigate and assist in claim processing.
Used insurance rate standards to calculate premiums, refunds, commissions, and adjustments.
●Transcribed data to worksheets and entered data into a computer to prepare documents and adjust accounts.
●Reviewed patient records to ensure accuracy of information and completeness of documentation for Medicare claims processing.
●Processed appeals for incorrect payment or denial of services given by healthcare providers on behalf of patients covered under Medicare plans.
●Researched and resolved discrepancies in medical billing codes, insurance coverage details, and other data required for claims submission to save on penalizing fees.
●Process 40 claims daily to meet quotas.
●Fostered an enjoyable event atmosphere through friendly guest interactions.
EDUCATION AND TRAINING
Bachelor of Science, Human Services Concentration in Counseling, Expected in May 2025
Southern Wesleyan University - Central, SC
●Self-Help Community Scholarship Recipient
●4.0 GPA
●Concentration in Counseling
●(Fall 2020-Summer 2023) - Dean's Lis
Associate of Science, General Studies, Dec, 13 2023
Southern Wesleyan University - Central, SC
Bachelors in Human Services with a concentration in Counseling- graduating in May 2025
Southern Wesleyan University-Central, SC
GED
Travelers Rest High School
CERTIFICATIONS
CPSS - Certified Peer Support Specialist
CPR and First Job Certified
MANDT Training
REFERENCES
References available upon request.
CONTACT
Address: Greer, SC 29650
Phone: 864-***-****
Email: ****************@*****.***
SKILLS
●Inventive and imaginative
●Listens attentively and resolves differences
●Motivational Interviewing
●Epic Software
●Microsoft Office
●Case Management
●Patient Advocacy
●Records Review
●Defining Treatment Objectives
●Resource Referrals
●Treatment Goals
●Microsoft Office
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