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Experience
Beacon Health Options Miami, FL INTAKE SPECIALIST 05/2016 to Current
  • Utilizes national rounds and case consultations with care managers by coordinating integrative behavioral and medical health services, reviewing case history, and pairing recipient's condition with provider specialty.
  • Completes projects and other research for department by effectively managing allotted schedule.
  • Performs regular audits in compliance with quality management guidelines by reviewing monthly correspondences with caregivers and providers.
  • Provides support to caregivers, recipients, and providers by facilitating the coordination of benefits for Behavior Analysis services.
  • Delivers outreach to recipients and families by notifying the availability of peer specialist to assist with daily activities.
  • Assists caregivers by researching and identifying other behavioral health facilitators within the community.
FIU Center for Children and Families, Behavior Analysis Autism Research Lab Miami, FL LAB COORDINATOR 10/2014 to 12/2015
  • Designed intake protocols to obtain thorough and accurate case history to develop individualized behavioral interventions.
  • Organized and maintained lab students and staff records by transferring paper files into digital filing system.
  • Established protocols and assisted by creating a training manual for staff.
  • Created and implemented individualized treatment programs for clients with developmental delays and autism by using ABA techniques.
  • Registered and enrolled families and clients seeking Early Intensive Behavioral Intervention therapies.
  • Recruited and supervised student therapists in research environment for evidence-based treatment and therapies.
  • Communicated with families to schedule assessments and coordination of care.
Marriott International Plantation, FL GUEST SERVICE REPRESENTATIVE 03/2015 to Current
  • Orients and train new employees on property management system, standard operating procedures, and novel guest recovery techniques.
  • Directs calls resourcefully from telephonic switchboard by using call screening methods.
  • Demonstrates excellent customer service by managing guest inquiries and resolving concerns in a timely manner.
  • Maintains professional demeanor with guests and colleagues by addressing escalated issues related to guest satisfaction.
Education
Bachelor of Arts: Psychology 2015 Florida International University, Miami, FL
Skills
  • Excellent communication skills 
  • Self-motivated worker
  • Highly organized multitasker
  • Skilled presentation speaker
  • Analytical problem solver
  • Strong case coordination and follow-up skills
  • Experienced family service worker
  • Proficient with Window and Mac operating systems
  • Microsoft Office (Word, Excel, Outlook, PowerPoint) 
Accomplishments
University of Miami-Intensive Behavioral Intervention Services (IBIS) Clinic Miami, FL Practicum and Senior Volunteer Staff 08/2014 to 05/2016
Florida International University Miami, FL Advanced Research and Creativity in Honors (ARCH) Conference Presenter 05/2014 Re-Imagining Animals and Humans Project
Florida International University Miami, FL Summa Cum Laude Magazine Cover 05/2014 Honors In and Out of the Classroom: Leroy the Last Dragon
Florida International University Miami, FL FIU Panthers Alumni Week Guest Speaker 05/2016 Professor Scharnagl Honors Seminar Course

This resume is created in 7 minutes.
Professional Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Proficient in medical billing, health insurance and claims processes.
Areas of Expertise
  • High customer service standards
  • Bi-lingual Spanish 
  • Dedicated to process improvement
  • Negotiation competency
  • Troubleshooting skills
  • Proficient with Microsoft Office Suite
  • Proficient in customer account software
  • Multi-channel contact center software
  • Knowledge of HMOs, Medicare and Medi-Cal
Work Experience
Associate Care Coordinator, 06/2009 to Current Blue Cross Blue Shield Owings Mills, MD
  • Answer all incoming calls from providers and hospitals.
  • Entered all inpatient and outpatient authorizations (Precertification).
  • Assisted hospitals with inpatient/ outpatient authorizations.
  • Experienced with different product lines FEP,NASCO,FACETS.
Marketing/Outreach Associate/Healthcare, 11/2007 to 07/2008 Amerigroup Corp Washington DC
  • Coordinating and scheduling member educational events.
  • Manning event booths to distribute health information to plan members.
  • Following up with members via phone to assist with doctors appointments or finding a suitable doctor.
  • Coordinating and conducting home visits in the District of Columbia.
  • Distribution of health information to provider offices and health departments.
OB Case Specialist Plan (Medicaid CMO), 05/2006 to 10/2007 Amerigroup Corp Atlanta, GA
  • Responsible for coordinating assignments for Nurse Case Managers.
  • Making outbound calls to members, providers.
  • Initiate and maintain contact with assigned individuals and providers.
  • Arrange for services as identified by Case Manager.
  • Coordinate home visits for Case Managers.
  • Review of benefits system.
PBX Operator/Scheduler, 10/2005 to 05/2006 Children's Center for Digestive Health Care Atlanta, GA
  • Responsible for scheduling current and new patient appointments for 10 doctors.
  • Duties also include confirmation calls for appointments and answering all incoming calls.
  • Front office assistant Check In/Check Out, Collecting Co-Pay.
  • Insurance verification.
Care Coordination Specialist (Medicaid CMO), 08/2004 to 10/2005 Amerigroup Corp Linthicum, MD
  • Provided telephone assistance to Members, Pharmacies and Medical Providers.
  • Responsible for entering authorizations for medical services and supplies and ensuring that home health services or supplies have been delivered and received by member.
  • Assisting members with the scheduling of appointments with their Primary Care Physician.
  • Responsible for coordinating the care of hospitalized or recently discharged members.
  • Communicating with Primary Care Physician telephonically for care coordination.
Pre-Authorization Assistant Intake Specialist, 06/2001 to 08/2004 Amerigroup Corp Linthicum, MD
  • Assisted staff of nurses by triaging phone calls from members, verified member eligibility in order to route call to correct medical department.
  • Assisted Amerigroup Providers and Billing Agencies with authorization inquires, pended claims, eligibility, SSI status, denial appeals and provide research and resolution.
  • Assist with coding procedures and diagnoses utilizing CPT, HCPCS, DRG and ICD-9 coding system.
  • Responsible for DME authorizations.
Education
Diploma: 06/98 High Point High School Beltsville, MD
Applied Career Training Medical Assistant Certificate: 12/99
Skills
Basic, benefits, Billing, Call Center, Case Manager, Excellent communication, CPT, Front office, home health services, ICD-10, ICD-9, Insurance, Medical Terminology, Microsoft Excel, Microsoft Office, Windows XP, Primary Care, coding, research, scheduling, Fluent Spanish, SSI, telephone, phone, writing skills

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Summary
Serve as a consultant to school personnel for student behavioral and mental health support. Provide Social Work services for students and parents and participate in consultation with the multidisciplinary team.
Skills
  • Effective Interpersonal and written communication.
  • Team- Oriented
  • Ability to take initiative and collaborate with team members.
  • Proven relationship builder with unsurpassed skills with working with diverse populations.
  • Organization and planning
  • Effective time management
  • Conflict resolution.
  • Ability to read, analyze, and interpret information.
Experience
School Social Worker, 08/2016 to Current Ypsilanti Community High School Ypsilanti, MI
  • Identify problems and situations interfering with the ability of children to make optimal use of the educational experience.
  • Provide group or individual CBT sessions.
  • Mckinney-Vento high school liaison.
  • Participate in student evaluations for special education eligibility preparing required reports and case management.
  • Assist in crisis intervention and crisis prevention activities.​
  • Consultant to school personnel ​for student behavioral and mental health support.
  • Work with student, staff, and families to complete behavior analyses and to develop behavior plans.
  • Assist students in obtaining needed community resources.
  • Coordinates or assist as a member of the diagnostic team and educational planning.
  • Performs casework service with individual students to develop replacement techniques/behaviors for personal, social, or emotional concerns related to their educational and social progress.
Home Visitor/ Intake Specialist, 01/2016 to 08/2016 Washtenaw Intermediate School District Ann Arbor, MI
  • Maintain case load of 6 families.
  • Conduct 90 minute home visits wit families once weekly.
  • Facilitate socializations with enrolled families.
  • Provide education using Parents as Teachers curriculum to increase knowledge of child development and establish appropriate expectations of infants and toddlers.
  • Conduct screenings and ongoing assessment of young children's development.
  • Collaborate with families to establish family partnership goals and document the collaborative process.
  • Promote parent involvement in planning.
  • Provide crisis intervention and resource referrals.
  • Maintains the data system regularly.
  • Update developmental progress in TS Gold.
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  • Maintain confidentiality of family records and information.
  • Recruit new families to participate in the Early Head Start home visiting program.
  • Accept referrals over the phone from parents and other sources.
  • Conduct in home application visit with families to collect documentation needed for enrollment.
  • Build relationships with existing Early Childhood Program providers to better serve families in the transition process.
  • Participate in reflective supervision.
Shelter Aide, 04/2015 to Current Interfaith Hospitality Network-Alpha House Ann Arbor, MI
  • Complete intake assessments.
  • Co-facilitate kids group
  • Assist families with employment related forms and technology.
  • Provide crisis intervention.
  • Assist families with completing forms, obtaining credit reports, and correspondents to Department Of Health and Human Services.
  • Greet, assist, and supervise volunteers.
  • Assist families in housing search.
  • Prepare and cook meals.
  • Distribute household supplies to families.
  • Enforce rules the govern organization.
Teacher Assistant, 04/2009 to 01/2016 Forest Day Treatment- Washtenaw Intermediate School District Ann Arbor, MI
  • Assist students individually or in small groups to help master assignments.
  • Assist with planning and implementation of instructional and behavioral programs.
  • Facilitate games and recreational activities.
  • Maintain students confidential records.
  • Assist in developing Behavioral Intervention Plans.
  • Provide input for Functional Behavioral Assessments and Motivational Assessments.
  • Implement Positive Behavior Support.
  • Participate in parent meetings regarding students' progress.
  • Operate reward store and order inventory.
  • Meet daily before and after school with middle school team to share observations, discuss students progress, and discuss changes.
  • Assigned weekly to Positive Behavior Support team.
  • Administer medication.
Education and Training
MSW Social Work, Children and Families, 2015 Eastern Michigan University Ypsilanti, MI, United States
BSW Social Work, Children and Families, 2013 Eastern Michigan University Ypsilanti, MI, United States
Associates- Elementary Education, 2007 Washtenaw Community College An Arbor, MI, United States

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Skills
  • Licensed Social Worker
  • Proficient in Microsoft Word applications
  • Organized and detailed
  • Experience with diverse populations
  • Critical and creative thinking
  • Motivated to help others
  • Excellent communication skills
  • Expert multi-tasker
  • Excellent interpersonal skills
  • De-esculation
Education
Bachelor of Science: Social Work, 2014
Bridgewater State University - Bridgewater, MA
Associate of Arts: General Studies MassTransfer, 2012
Bristol Community College - Fall River, Ma
Work History
Career Counselor, 03/2019 to Current
The WorkPlace Inc. New Bedford, MA
  • Developed and deepened connections with individuals influencing career and life choices of each potential program participant
  • Administered tests, including drug, aptitude and personality assessments
  • Maintained knowledge of market and diverse career opportunities
  • Counseled clients one-on-one regarding current situation, desires, aptitudes, education and employment history
  • Maintained case files and documented actions
  • Provided individualized counseling approaches based on socioeconomic status and cultural background
  • Equipped customers with job search skills to increase success chances
  • Developed career and education plans based on individual needs
  • Led workshops for job seekers to provide information on job searching, application completion and resume building
  • Kept detailed records of individual histories, scores and documents
  • Connected with business and recruiters to build relationships and increase opportunities for students
  • Worked with team to continuously improve career and placement opportunities for customers
Community Wellness Advocate, 01/2018 to 03/2019
Boston Medical Center Health Systems New Bedford, Ma
  • Provide in-home or community-based one-on-one, family, and/or interdisciplinary group support to high risk care patients
  • Conduct needs assessments to identify and respond to barriers to patients health and wellness
  • Schedules and completes initial hospital, clinic, or community-based visit screening, care plan, and follow up visits and phone calls for enrolled patients within specified timeframes
  • Provides advocacy, patient education and successful warm hand offs in accessing community-based and hospital-based programs
  • Provide intensive home and community-based outreach, motivational interviewing and goal setting, resource connection and accompaniment to medical appointments as needed to help patients appropriately utilize healthcare
  • Records and monitors participants progress toward goals within specific timeframes. Documents assessments and key patient updates in Epic system; documents relevant day-to-day activities and patient data. Prepares reports and documents as needed or requested.
Licensed Social Worker, 08/2014 to 06/2016
Department of Children and Families New Bedford, Ma
Affiliations & Awards

-2013 Recipient of Public Transit-Public Good Rosa Parks Award -Upward Bound -Coalition for Social Justice