Human Services Quality Assurance
Resume:
Kelly Purnell
**** * ****** ** #**** Peoria,AZ **382
*********@*****.***
Work Experience
*** *********** *** ******** ********** I
Crisis Response Network
Solari Inc
August 2025- Present
Conducts a professional telephonic assessment by asking pertinent questions to elicit information necessary to make an accurate referral; ability to make decisions and interpret policy while working with an inquirer.
Present the inquirer with various approaches to address the problem that give them a range of options.
Have a working understanding of the AIRS Taxonomy of Human Services.
Understands and practices 211 policies and procedures; keeps abreast of policy and procedural changes.
Attends all staff meetings and other in-house training; applies new information to job.
Demonstrates a comprehensive understanding of the human services delivery system including community resources, organizations and services.
Must be able to effectively use 211 database, internet, and other applications to find and make appropriate referrals.
Assess and meet the immediate, short-term needs of inquirers who are experiencing a crisis situation including domestic abuse, mental health crisis or suicide.
Documents activity using defined 211 documentation standards.
Demonstrates strong customer focus with all users of the service; ability to work with diverse populations.
Conducts follow up and quality assurance contacts on all cases where permission to do so has been documented.
Participates in and represents 211 in outreach to community groups, local businesses and social service providers to enhance knowledge, understanding and use of 211.
Uses social media outlets such as Facebook, Twitter, blogs, texting, etc. to promote 2-1-1 services.
Based on business needs, may be asked to take on special projects as requested.
Will be required to work other than scheduled hours during a local or national disaster.
Care Management Associate
Hospital Discharge Outreach
Lancesoft(Aetna/Mercy Care) Hybrid-Remote
Feb 2025- May 2025
Utilizes critical thinking and judgment to collaborate and inform the case management/concurrent review process
in order to facilitate appropriate healthcare outcomes for members
Providing care coordination, support and education for members through the use of care management/concurrent review tools and resources.
Assist with auth creation, appointment scheduling, and outreach to members, referral follow up
Change of Ownership
Client Relations Specialist
Randstad (Vanguard) Hybrid-Remote
July 2024- Dec 2024 (still employed with Randstad staffing)
Speaking with clients about their accounts
Providing guidance regarding assets
Document and report client feedback for process improvement efforts
Uses a consultative approach with all clients
Have strong verbal/written communication skills
Attention to detail, thoroughness, and consistency,multi-task, and have a passion for continuous learning
Customer Service Representative
MTM - Remote
March 2024 to April 2024
Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate nonemergent transportation and/or paratransit services utilizing transportation management systems to meet contract service levels.
Provide top-quality customer service experience to a diverse customer population
Schedule trips in the most cost-effective manner
Meet job-specific key performance indicators and goals
Respond to all inquiries in a timely and professional manner
Recognize, handle, and refer to situations of an emergent nature
Respond to and document customer complaints
Provide support on special projects as needed
Some contact center locations may require face-to-face contact with members to answer general questions about services provided, selling bus passes, or receiving mileage reimbursement logs. As skills progress, may be selected to perform in a team lead role to support the Supervisor and team when needed.
Case Manager and Other Behavioral Health Positions
Desert Medical Careers (TEMP AGENCY) - Phoenix, AZ
April 2020 to October 2023
Enable non-clinical services that facilitate access to timely and appropriate care, such as referrals to transportation, case management, and education.
Engage in community outreach activities as directed by Integration Manager/Leadership which may include participation in community health fairs, working on the Mobile Medical Unit, within clinical teams on outreach activities, and other activities as assigned.
Assist patients with completing brief applications and registration forms.
Assess for eligibility of DES benefits and coordinate benefits enrollment through follow-up with uninsured patients to ensure timely referral to DES and/or other community eligibility service providers. Provide education and support to patients with chronic health concerns.
Assist patients in understanding care plans and instructions; document activities, progress toward care plans, and barriers in an effective manner while strictly adhering to the policies and procedures in place. Serve as a liaison between health/social services and the community to facilitate access to services and improve the quality and cultural competence of service delivery.
Work within the integrated health team to achieve comprehensive and coordinated care.
Attends daily team huddles in clinic, clinic staff meetings, and team meetings.
Completes all required documentation within established organizational timeframes. Occasionally works in the community under the supervision and direction of the Integration Manager.
Build and maintain positive working relationships with the patients, providers, nurses, medical support staff, case managers, agency representatives, supervisors, and office staff.
Transporting patients to and from medical and social resource appointments. Other duties as assigned.
2 highlighted contracts via Desert Medical Careers
Customer Navigation Coordinator Honor Health - Phoenix, AZ
Schedule appointments in EMR in alignment with scheduling guidelines based on patient convenience, location, and insurance plans. Will also facilitate insurance verification and collects co-payments. Soft call transfers to non-employed specialty physician offices as warranted.
Recommend next best actions or cross promotional opportunities to customer to educate on appropriate additional services or health education campaigns. Document all caller information in customer relations management (CRM) tool for marketing follow-up.
Respond to inbound inquiries and appointment scheduling requests regarding medical services, specialty referrals via phone, email, work queues or online forms. In addition, will respond to inquiries and registration requests for way-finding, educational seminars or tour registrations via phone, email or online forms.
Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution.
Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledge-base. Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).
Customer Service Representative Bayless Integrated Healthcare - Phoenix, AZ
Type 75wpm with 100% accuracy.
Adheres to and participated in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices.
Research callers’ issues/problems and find solutions.
Billing of claims to the appropriate party.
Follow up with Insurance timely.
Assist in resolving balances on the patient account.
Timely follow up with patients.
Correct and refile claims with the insurance.
Take patient complaints, post discounts, set up budget plans, follow up with medical records department and provide estimates.
Emergency Dispatcher
American Medical Response - Glendale, AZ
September 2019 to January 2021
Allocated EMS resources properly as the need arises by application of appropriate decision-making rules and approved protocols, Responsible and accountable for completeness and accuracy of paperwork related to position prior to completion of shift, Responsible for accurate and complete data entry for the shift, Responsible for generating applicable reports and checking for accuracy, Assists in locating scene of incidents and selecting the safest, fastest route to such scene using all available locater aids, Relayed instructions from supervisors, messages, and emergency information. Maintained a current working knowledge of all company policies, procedures, rules, regulations, and memorandums, Responsible and accountable for updating management and operations personnel on any changes affecting the company and/or extraordinary situations, Responsible and accountable for updating management and operations personnel on any changes affecting the company and/or extraordinary situations.
Followed established parameters/formats in receiving requests for service, Responsible for knowledge and use of equipment, including but not limited to the computer, printers, 911 equipment, recording devices, telephones, and other equipment as assigned by superiors.
Ability to communicate clearly on the radio and telephone. function effectively in stressful situations.
Working knowledge of Operations and Communications policies and procedures.
Thorough knowledge of EMS and other public safety resources available in the area.
General knowledge of Federal Communications Commission rules and regulations that apply to EMS and Public Safety/Special Emergency Services.
Ability to plan and organize the activities of a unit.
Ability to record, transmit, and report information accurately.
Ability to efficiently utilize all equipment assigned to him/her.
Ability to manage multiple tasks simultaneously.
Ability to establish priorities.
Possess good typing skills with speed and accuracy necessary to efficiently process emergency and nonemergency calls.
Ability to understand basic computer applications.
Following training, ability to adequately implement concepts of Emergency Medical Dispatcher.
Must meet minimal competency scores on exams designed to measure proficiency in spelling, grammar, clerical skills, EMS knowledge, computer skills, typing, recall and other tele-communicator skills.
Knowledge of the EMS services available in the area, their capabilities, limitation, locations and accessibility. Specifically, knowledge pertaining to first responder and other public safety response and inter-facility patient transports.
Front Office/Dispatch
West Valley Management - Glendale, AZ
May 2018 to April 2019
Answering income service request via email/phone. Administrative and clerical tasks (such as scanning or printing).
Transfer clients to the correct department for further assistance, maintained updated list of available service providers, handled daily heavy flow of paperwork, dispatched drivers daily for pickups & drop offs, maintain efficient coverage of all assignments and de-escalate frustrated clients.
Integrated Health Navigator
Jewish Family & Children Services - Phoenix, AZ
April 2012 to April 2018
Help remove personal and environmental barriers for adult AHCCCS clients looking to take care of both mental and physical health needs, Coordinate physician visits and other medical appointments. Encourage a stable and regular relationship with a primary care provider. Assist clients in obtaining preventative screening (including cholesterol, diabetes, heart disease, asthma, and breast cancer screening) Offer self- management workshops and educate clients around nutrition, healthy eating, and physical activity.
Provide education about medical conditions and recovery strategies. Arrange transportation to and from medical services. Accessing and maintaining insurance coverage. Facilitate communication with health care providers.
Help contact and connect to resources. Teach CDSMP Workshops and Tobacco Cessation Programs
Responsibility to comply with all pertinent regulations under HIPAA, OBHL and the contract.
Recommending qualifications for the type of role they want to hire
Advising if it sounds like they need more than one person to fill a role.
work with the hiring department to ensure the recruiting timeline moves at the pace they need
Creating-recruitment-strategies
Family Support Specialist
Friendly House - Phoenix, AZ
August 2010 to December 2011
Establish and maintain records and files according to contract specifications assigned by the Family Services Director. Comply with confidentiality requirements.
Provide in-home instruction to parents to enhance parenting skills as identified in case plan and assessment. Supervise visits between family members and children when appropriate. Arrange for and/ or provide transportation as deemed per case. Assist with Social Services as assigned by Family Services Director or as needed. Maintain progress notes and prepare monthly reports, and keeps Family Services Director informed of case status at all times. Immediately report any unusual incidents and/or changes in the family-to-Family Services Director.
Attend weekly staff meeting, and staff cases with supervisory staff on a weekly basis. Attend DES/CPS staffing, Foster Care Review Boards, and court hearing when appropriate.
Comply with all Friendly House and Family Services Department policy and procedures.
Education
San Diego Educational Complex- San Diego, CA. C/o 2005 High School Diploma
Motivational Interviewing – Phoenix,AZ 03/2021
Certifications and Licenses
Driver's License Present Expires 2052
CPR Certification February 2024 to February 2026 Valid for 2 years
First Aid Certification February 2024 to February 2026 Valid for 2 years
Level One Fingerprint Clearance Card Dec 2024-Dec 2030 Valid until 12/2030
Soft Skills/Systems Experience
Time management
Communication
Fast Learner
Problem solving
Adaptability
Attention to detail
QNXT
Dynamo
Microsoft Dynamics
Salesforce
Nexgen
Black Knight
Various Medicaid platforms
Microsoft Excel
MS Teams
Microsoft Outlook
65 WPM 100% accuracy (typing test available upon request)
Sharepoint
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