Service Delivery Behavioral Health

MICHELLE RIVERS

*** ******* ****** · Brooklyn, NY 11203

646-***-**** · ️ ********@*****.***

PROFESSIONAL SUMMARY

Seasoned administrative professional with 15+ years of experience supporting public service, healthcare, education, and nonprofit sectors. Proven success in high-volume environments, client-facing roles, and operational coordination. Skilled in onboarding, scheduling, data integrity, and service delivery. Committed to equity, efficiency, and mission-driven work.

CORE COMPETENCIES

●Office & Call Center Operations

●Outreach & Community Engagement

●HR Onboarding & Compliance

●Patient Navigation & Intake

●Data Tracking & Documentation

●Conflict Resolution & Client Support

●Systems: Epic EMR, Salesforce, Siebel, Microsoft Office, CMS, GovQA

PROFESSIONAL EXPERIENCE

New York City Housing Authority (NYCHA) – Bronx & Queens, NY (Jun 2025 – Jul 2025)

Administrative Assistant (Temp-Provisional)

●Managed housing documentation, corrected system discrepancies, and supported mail routing.

K & A Agency – Roselle, NJ (May 2023 – May 2025)

Administrative Assistant (Remote, Part-Time)

●Scheduled interviews, tracked onboarding compliance, and supported HR documentation.

NYC Department of Education (DOE) – New York, NY (Nov 2021 – Apr 2023)

Community Outreach Assistant, Legal Reviewer, Contact Tracer (Temp)

●Led borough-wide outreach, reviewed legal documents, and managed COVID-19 intake using Salesforce.

Kings County Hospital Center (HHC) – Brooklyn, NY (Sep 2021 – Nov 2021)

ED Registrar (Temp)

●Registered emergency patients and ensured HIPAA compliance using Epic EMR.

NYC Emergency Management (OEM via Penda Aiken) – Brooklyn, NY (Apr 2020 – May 2020)

Wellness IHM Manager (Temp)

●Managed COVID isolation hotel operations and coordinated wellness check-ins.

Chase Bank (Yoh Temp Agency) – Brooklyn, NY (Oct 2020 – Dec 2020)

Patient Navigator (Temp)

●Conducted COVID screenings and directed clients to appropriate services.

Human Resources Administration (HRA) – New York, NY (Sep 2019 – Feb 2020)

Call Center Agent

●Handled benefit inquiries, closed cases, and processed billing transactions.

Teacher’s Retirement System (TRS) – New York, NY (Jul 2019 – Sep 2019)

Call Center Specialist (Temp)

●Responded to pension inquiries and supported account troubleshooting.

New York City Housing Authority (NYCHA) – Bronx & Queens, NY (Apr 2019 – Jun 2019)

Call Center Dispatcher (Temp)

●Logged emergency maintenance requests and coordinated service dispatches.

NYC Department of Transportation (DOT) – Queens, NY (Dec 2016 – Apr 2018)

Communications Operations Specialist (Temp-Provisional)

●Responded to infrastructure emergencies and coordinated with city agencies.

NYC Department of Environmental Protection (DEP) – Queens, NY (Jul 2016 – Dec 2016)

Community Assistant – Build It Back Program (Temp-Provisional)

●Provided intake and case support for post-disaster housing recovery.

NYC Department of Parks & Recreation – Brooklyn, NY (Jul 2015 – Jun 2016)

Parks Associate (Seasonal)

●Supported park operations, assisted with public events, and ensured visitor safety.

ADDITIONAL EXPERIENCE

Kingsboro Men’s Shelter (CHCANYS-AmeriCorps) – Brooklyn, NY (Jun 2014 – Jan 2015)

Patient Navigator (Contract)

●Supported shelter residents with medical appointments and harm reduction services.

Jewel Human Services – Jamaica, NY (Mar 2014 – Oct 2014)

Community Rehabilitation Worker (Part-Time)

●Assisted individuals with developmental disabilities in daily living and community integration.

Housing Works, Inc. – Brooklyn, NY (Jun 2008 – Oct 2010)

Medical Receptionist / HR Generalist

●Scheduled appointments, managed billing, and led onboarding orientations.

●Supervised daycare center and tracked program compliance.

EDUCATION

Ashford University – Medical Office Management & Administration

Completed 110 College Credits · Jun 2010 – Apr 2014

CERTIFICATIONS

●HIPAA Certified – NYCHHC

●Human Resources Generalist

●Licensed Patient Navigator (Harm Reduction)

●FEMA Levels I & II

●BLS Certified

●Diversity Training I & II – Rice University

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