Knowledgeable and dedicated customer service professional with extensive experience in Health and Social Services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, attention to detail and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Scheduling
Client Needs Assessment
Customer Service
Appointment Setting
Medical Terminology
Customer support
Documentation and reporting
Client Communication
Verbal and written communication
Problem-solving skills
Typing 40 wpm
Customer service optimization
Work History
Family Engagement Specialist, 10/2016 - 06/2020 Harrisburg School District – Harrisburg, PA,
Recruited over 100 families and children in pre-established assistance programs, aiming to help them acquire needed services and facilities.
Managed a caseload of 60 to 70 families.
Worked with Health Coordinator to ensure that all the necessary documents meet timelines as it pertains to the health department.
Developed relationships with community leaders and community organizations to provide resources and support.
Created a recruitment plan that outlines the work, roles, and responsibilities with a timeline of events and tracking system for recruiting new families.
Trained family engagement staff to build capacity supporting parent goals and objectives.
Planned, managed and implemented all family engagement activities, including father/male engagement, parent/child field trips, and other family activities offered during the year.
Assisted in program strategic planning process as well as the creation of program management plans.
Created and maintained partnership agreements with community agencies.
Developed family goals with 80 families to help achieve aspirations such as stable housing, financial stability, job placement, and employment.
Family Care Coordinator, 03/2016 - 09/2016 Inova Health System – Leesburg, VA,
Coordinated and monitored the ongoing delivery of services to ensure that all resources are being utilized and Individual Family Service Plan (IFSP) goals are being addressed.
Communicated effectively with hospitals, medical offices, families, community providers and the Department of Human Services.
Conducted Ages and Stages Questionnaires: Social-Emotional Second Edition (ASQ-SE) screenings and Routine Behavior Inventory Assessments.
Enrolled medically eligible families into Division of Specialized Child Care program and processed applications for All Kids medical enrollment.
Gathered all pertinent medical, developmental and social information for the child and family and coordinates the performance of evaluations and assessments.
Facilitated and participated in the development, review, evaluation and maintenance of Individualized Family Service Plans (IFSP).
Maintained the child's CFC (Child and Family Connections) record in following Department Human Services (DHS) and Rush policies, including correspondence and case notes.
Provided information to families on the Illinois Early Intervention system.
Managed a caseload of 90 families.
Mental Health Counselor, 12/2014 - 03/2016 State Of Arkansas – Mena, AR,
Facilitated on-going assessment of patient and family needs and implementation of interdisciplinary team care plan.
Maintained compliance with standards relating to child protection, client confidentiality, risk assessment and reporting.
Developed and implemented treatment plans and modified when needed.
Kept abreast of new and developing information in mental health field by regularly attending professional conferences and workshops.
Provided complex crisis intervention and stabilization to patients in psychological distress.
Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.
Ran individual therapy and family therapy sessions for children ages 3 to 21.
Facilitated smooth discharge by encouraging and reassuring clients throughout transitions.
Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
Computer Support Technician, 09/2013 - 11/2014 Applied Systems – City, STATE,
Identified the causes of networking problems, using diagnostic testing software and equipment.
Answered user inquiries regarding computer software or hardware operation to resolve problems.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Provided telephone support related to networking or connectivity issues,.
Documented help desk requests and resolutions.
Backed up network data.
Tested computer software or hardware, using standard diagnostic testing equipment and procedures.
Maintained 95% resolution rate for all technical difficulties.
Education
Master of Arts: Psychology, Child and Adolescent, Expected in 04/2017 - The Chicago School of Professional Psychology - Chicago, IL GPA:
Bachelor of Arts: Psychology, Clinical, Expected in 08/2013 - Governors State University - University Park, IL GPA:
Affiliations
Association of Black Psychologists
American Psychological Association
Illinois Developmental Therapy Association
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