Customer Service Behavioral Health

PARRIS MADDOX

Bowie, MD ***** Phone: 301-***-**** Email: ******.*****@*****.***

ADMINISTRATIVE MANAGEMENT CUSTOMER SERVICE PROGRAM MANAGEMENT SUPPORT Detail-oriented Administrative Professional with over 10 years of experience supporting high-volume healthcare and government operations. Skilled in front office management, patient care coordination, and case processing within behavioral health and federal benefits programs. Adept at managing scheduling systems, correspondence, and confidential records with strict adherence to HIPAA and policy compliance standards. Proven ability to streamline workflows, improve service delivery, and maintain accurate documentation across multi-site organizations. Strong communicator with a focus on professionalism, organizational efficiency, and customer service excellence. Currently seeking an administrative support or office coordination role in healthcare, behavioral health, or public service environments. Active Public Trust Clearance SKILLS AND QUALIFICATIONS

Administrative and Office Management, Program Management, Customer Service, Claims Processing, Policy and Procedure Compliance, Case Management Support, Disability Benefits Review, Records Management, Patient Care Coordination, Behavioral Health, Interdepartmental Coordination, Correspondence Management, EHR (DrChrono, eClinicalWorks (ECW) & Compulink), HIPAA Compliance, Billing & Collections, Workflow Optimization, Project Tracking, Policy Implementation, Employee Training EDUCATION

Bachelor of Science in Public Health, Currently Enrolled Southern New Hampshire University, Manchester, NH

High School Diploma, 2012

Dr. Henry A. Wise Jr High School, Upper Marlboro, MD ADMINISTRATIVE MANAGEMENT EXPERIENCE

CUSTOMER RESOURCE SPECIALIST/ADMINSTRATOR

Department of Justice, Washington DC May 2023- June 2025 Delivered comprehensive administrative support to 50+ staff within the Public Safety Officers' Benefits (PSOB) Office. Coordinated with a multidisciplinary team across the BJA’s Programs Office, Policy Office, Operations Office and the Public Safety Officers’ Benefits (PSOB) Office regarding complex administrative decisions and case management with the goal of delivering high-quality service to survivors and public safety agencies. Originated the PSOB claims process by serving as a first-level reviewer, successfully qualifying over 1,200 disability and survivor benefit applications annually and routing them to Benefits Specialists for adjudication. Coordinated with applicants and local, state, and federal agencies to obtain missing documentation, provide status updates, and share resource materials. Partnered the PSOB Director to initiate claims investigation by drafting subpoenas, memorandums, reviewing and enforcing policies, protocols, and procedures to ensure compliance across multiple channels. Highlights:

Served as the primary liaison for agency representatives and survivors seeking updates on PSOB claims and referrals.

Processed disability claims for line-of-duty (LOD) injuries and deaths, including mental health diagnoses due to PTSD and trauma-related conditions on behalf of first responders, law enforcement officers, firefighters, and family beneficiaries.

Developed an internal tracking system used to brief key senior leaders on each applicant’s status and cross-agency coordination barriers; prevented redundancy and streamlined the workflow processes to reduce delays during high-volume submission periods.

Drafted and managed incoming and outgoing correspondence related to claims investigations to ensure accuracy, proper documentation, policy compliance, and timely communication with applicants, agency office officials, and programmatic staff.

Researched and analyzed data to identify discrepancies that delayed claims processing and organized meetings with cross- jurisdictional and multi-jurisdictional state and federal agency representatives and beneficiaries to expedite case progression. ADMINISTRATIVE PROGRAM COORDINATOR/PATIENT CARE COORDINATOR The Ross Center for Anxiety and Related Disorders, Washington DC April 2014-May 2023 Managed administration and patient care coordination processes across three locations (DC,VA, & NY) for a nationally recognized outpatient mental health clinic providing evidence-based treatment for anxiety, OCD, PTSD, and related conditions. Supported daily clinical operations and coordinated care for a multidisciplinary team of 50+ practitioners serving over 25,000 patients annually in a high-acuity setting. Led front office functions, intake workflows, EHR documentation (DrChrono & Compulink), and telehealth logistics to ensure timely, compassionate service delivery. Maintained strict adherence to HIPAA compliance standards and clinic policy, while preparing reports to track patient outcomes and operational trends. Provided training to administrative staff to ensure consistency with office procedures and regulatory expectations. Highlights:

Oversaw administrative management for nine behavioral health programs focused on delivering culturally competent, age- appropriate mental health intervention services to diverse populations in collaboration with interdisciplinary care teams.

Enhanced daily operational workflow by developing script, providing training, and creating templates to reduce patient wait times and scheduling conflicts to facilitate timely patient access to therapy, psychiatry, and group services across three locations.

Coordinated patient appointments, processed payments, facilitated prior authorizations for medication approvals, and conducted program education to support smooth transitions between intake, evaluation, and ongoing treatment for patient continuity.

Developed and implemented a group inquiry tracking system for capturing and monitoring program referrals and potential client leads aimed at enhancing intake visibility, patent data accuracy, and supporting front-end revenue cycle management efforts.

Collaborated with multi-location clinical and administrative teams to implement and monitor risk-management and policy compliance across administrative workflows including front office processes, documentation protocols, and patient safety.

Designed and maintained office templates, reference tools, and patient-facing materials in line with organizational structure and evolving clinic needs to improve communication and recordkeeping efficiency and compliance with state and federal standards. VOLUNTEER WORK

Mentor, Center of Attention Mentor Group, Washington DC, 2018-2020

Mentored teen girls through team-building activities, career exploration, and personal development aimed at fostering confidence, leadership, and goal setting.

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