Member Inclusion & Outreach Manager

• Feb 2022 - Present

Member Engagement Specialist

• Aug 2017 - Feb 2022

TASC Care Manager

• Jul 2015 - Aug 2017

❖ Screen and assess clients for their appropriateness for agency services, administer ASAM, and utilize scores for appropriate diagnosis according to DSM❖ Coordinate other services and resources to assist clients in achieving their established service plan goals❖ Support engagement in drug treatment, mental health treatment, community, etc.❖ Develop goals and implement care plans for the client❖ Facilitate individual and/or group orientation or educational sessions❖ Represent clients and agency at staffing and court hearings, probation, parole and provider networks❖ Communicate regularly with probation officers and treatment staff❖ Provide referrals for identified needs of the client and crisis intervention when needed❖ Document the results of assessments, service plans, reports, progress notes, discharge summaries and other client-related activities including accurate reporting of services❖ Complete and maintain all required documentation pertaining to clients❖ Coordinate and facilitate DES trainings❖ Administrative support for Area Coordinator, and TASC team

Mental Health Consultant

• Oct 2015 - Jan 2017

❖ Provide consultation to provider by telephone and email❖ Develop Person Centered Plans, TAR Authorizations, and Comprehensive Crisis Plans for Peer Support Services in Five County ( MCO Cardinal Innovations) and Durham County ( MCO Alliance Behavioral Health)❖ Facilitates and oversees referrals to provider❖ Documents consultative notes❖ Maintains clinical records and other necessary paperwork for re-authorizations ❖ Provide consultation to provider by telephone and email❖ Develop Person Centered Plans, TAR Authorizations, and Comprehensive Crisis Plans for Peer Support Services in Five County ( MCO Cardinal Innovations) and Durham County ( MCO Alliance Behavioral Health)❖ Facilitates and oversees referrals to provider❖ Documents consultative notes❖ Maintains clinical records and other necessary paperwork for re-authorizations

Certified Peer Support Specialist, CSAC-I

• Jan 2014 - Jul 2015

❖ Establish rapport with adult individuals with mental health/substance abuse disorders❖ Assist in developing a network of contacts for information and support❖ Develop goals and assist in PCP planning and assessment❖ Support the individual in seeking less restrictive alternatives to locked hospital facilities and Emergency Department evaluations❖ Assist individual in locating improved housing situations and teaching how to maintain stable housing through paying bill, cleaning and organizing his or her belongings❖ Teach individual how to identify and prepare healthy foods according to cultural and his/her personal preferences and medical needs❖ Facilitate with the individual the process of asking an employer for reasonable accommodation for disability (mental health day, flex time, etc.)❖ Document and submit daily notes on interventions and effectiveness of interventions with client❖ Assist in other case management duties as assigned by QP.❖ Attend monthly treatment team meetings as well as monthly supervision meetings

Caseworker

• Jun 2013 - Jun 2014

❖ Caseworker for SSA/SSI disability court cases. Prepare client cases for hearings. Maintain files, electronic submission of medical records, electronic filing, medical records review, communications liaison, establishing relationships, point of contact for facilities, send out written correspondences to physicians’ offices, prepare reports, maintain daily goals, filing, etc❖ Assist and support adults and children with mental health disabilities and physical disabilities with outside resources❖ Meet with perspective clients and established clients to go over case status and relevant information❖ Assist with intake, processing and assessments

Internship

• Jan 2013 - Jun 2013

❖ Administrative: Creating and maintaining office documents and spreadsheets, create and maintain organization website and webpages, grant writing, research and documentation, compiling reports, compose and analyze surveys, and supporting staff when needed❖ Attending and summarizing Legislative hearings❖ Advocate❖ Direct Services-assisting with Help-line callers, and assessments.❖ Linking individuals with community agencies and support systems❖ Collaborate with other agencies in the community❖ Representing NAMI-NC in educational fairs- NAMI on Campus

Quality Assurance / CSR Trainer

• Nov 2009 - Dec 2011

❖ Trainer for CTSP and PBX billing and claims systems❖ Maintain and formulate training tools such as PowerPoint presentations and packets for training classes❖ Individualized training sessions to boost QA scores❖ Monitor call center reps daily calls, audit and coach reps on quality and how to increase scores. ❖ Ensure client QA goals are maintained, daily reports, weekly calibration calls, QA meetings and deadlines.❖ Administrative Support, filing, scanning, editing and managing documents❖ Recruiting/ Interviewing❖ Supervision of teams❖ Assist in daily operations

Customer Service Team Lead

• Jul 2007 - Aug 2009

Team Lead for installation department for Satellite dish installation Manage team of 10 call center representatives Assign daily workAssist with training of all new team membersManage call que of team members Coach team members on quality and call handlingApprove time sheets and attendance Interviewing CSR’sManage spreadsheets Quality improvement plans Team Lead for installation department for Satellite dish installation Manage team of 10 call center representatives Assign daily workAssist with training of all new team membersManage call que of team members Coach team members on quality and call handlingApprove time sheets and attendance Interviewing CSR’sManage spreadsheets Quality improvement plans