Behavioral Health Patient Care

Felicia Williams

Phoenix, AZ 702-***-**** ******************@*****.***

Professional Summary

Dedicated healthcare professional with extensive experience in patient care, care coordination, and health plan operations. Skilled in advocating for members, managing chronic conditions, and facilitating interdisciplinary collaboration to improve health outcomes. Adept at navigating regulatory requirements (HIPAA, CMS, NCQA) and ensuring accurate documentation. Committed to supporting individuals and families with compassion while driving quality and efficiency in service delivery. Core Competencies

• Care Coordination

• Patient Advocacy & Support

• Utilization Management

• Interdisciplinary Collaboration

• Health Plan & Provider Relations

• Member Education & Engagement

• Chronic Disease Management

• Regulatory Compliance (HIPAA, CMS, NCQA)

• Case Documentation & Reporting

• Community Resource Linkage

Experience

Community Bridges, Inc. – Phoenix, AZ

Care Navigator June 2025 – Present

• Coordinate care for members by assessing needs, developing individualized service plans, and facilitating access to behavioral health, primary care, and community resources.

• Collaborate with interdisciplinary teams to support transitions of care, reduce hospital readmissions, and improve health outcomes.

• Educate and empower members on wellness strategies, treatment adherence, and self- management of chronic conditions.

• Monitor progress and maintain accurate documentation in alignment with health plan, AHCCCS, and regulatory standards.

Vogue Rehab – Las Vegas, NV

Behavioral Health Technician / Peer Support Specialist 2021 – 2023

• Delivered care coordination and support for patients navigating behavioral health and recovery services.

• Responded to medical and psychiatric emergencies, applying crisis intervention techniques to ensure patient safety and stabilization.

• Advocated for patients by leveraging lived experience to inspire hope, resilience, and adherence to treatment plans.

• Collaborated with interdisciplinary care teams to align care strategies with individualized wellness and recovery goals.

American Addiction Centers – Las Vegas, NV

Behavioral Health Technician / Peer Support Specialist 2015 – 2021

• Coordinated daily treatment programming and patient care activities to support recovery and reduce relapse risks.

• Facilitated patient engagement in behavioral health and wellness services, improving treatment adherence and outcomes.

• Supported case managers and clinical staff in care planning and documentation to ensure compliance with regulatory standards.

• Provided crisis navigation and intervention, reducing escalations and maintaining a safe therapeutic environment.

Amazon – Las Vegas, NV

Shipping & Delivery Coordinator 2016 – 2018

• Maintained accuracy and timeliness in fulfilling high-volume orders, consistently meeting productivity and quality standards.

• Collaborated with team members to streamline workflows and improve efficiency in a fast-paced environment.

• Ensured proper inventory restocking and shipment preparation, demonstrating reliability and attention to detail.

Education

Peer Support Specialist Certification – (2025) Phoenix, AZ Maricopa Skills Center – Phoenix, AZ

G.E.D. 1990

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