Clinical mental health counseling intern for intensive outpatient program that serves adolescents and adults in-person and virtually. Provide assessments, facilitate group and individual therapy sessions utilizing culturally competent solution-focused therapeutic techniques and interventions.

Provide compassionate intervention, de-escalation, and crisis counseling on 988 Lifeline. Connect callers with appropriate services and conduct follow up calls as needed. Certified Crisis Response Support Specialist.

Manager level position within the Legal/Risk Management Department where I serve as a strong, assertive, leader with the responsibility of responding, documenting, and resolving high-level patient complaints and concerns on behalf of the CEO and CNO. I function as the point-person who ensures all grievances follow CMS guidelines, and meet with accrediting agencies and IDPH during site visits. I’ve built strong relationships with physicians, staff, patients, and families to ensure patient satisfaction. I work closely with hospital leaders to develop policies and strategic plans to improve compliance while increasing patient satisfaction. Single-handedly handle all interpreter services for multi-site organization. Extremely well versed in Advance Directives, Illinois Surrogate Act, DNR, End-of-Life decisions, organ donation, and Illinois Mental Health Code. CPI Certified and extremely adept at amicably resolving complex patient/family conflicts, including developing plans and policies to protect patients and staff from dangerous patients, visitors, and situations. Currently completing LEAN Bronze Certification, served as Ethics Committee co-chair since 2009, and recently appointed co-chair for Patient Experience Committee. HICS Certified and hold position of Patient/Family Liaison Team Leader.

Provide excellent customer service and promotion of full-service home health care agency. Build positive relationships with physicians, nurses, social workers, and case managers throughout Cook and Will county territory. Keep well organized records of sales calls and outcomes to manage results. Attend industry seminars, develop and implement marketing plans, generate leads, prepare and conduct presentations, including making cold-calls on potential clients on a daily basis. Service existing accounts to ensure satisfaction and discuss ways to increase business. Consistently exceeded monthly expectations.

Supervise Emergency Department Patient Access at Level 1 Trauma Center. Coordinate with physicians and nursing staff to develop best practices for efficient and accurate registration processes. Supervise 35 FTE’s. Duties include: scheduling, payroll, recruitment, training, risk management, planning and policy implementation, quality and accuracy assessments. Prepared and conducted staff meetings and employee performance reviews. Expertise in swiftly resolving all types of patient, family, and employee conflicts. Extremely familiar with IDPH, DNV, and JCAHO requirements. Successfully completed Frontline Leadership Program through The Studer Group.

Coordinate with physicians and nursing staff to place patients in the hospital. Provide professional, compassionate, and detail-oriented customer service utilizing Emergency Department registration processes. Handled insurance verification, up-front collections, and processed daily balance sheets.

Provided excellent customer service through professional and effective management of concierge desk. Compassionately resolved various patient complaints and concerns. Processed patient payments and completed daily balance sheets.

Developed and implemented sales and marketing plans for unique line of officially licensed sports memorabilia products and specialized photography items sold through internet, catalogs, direct mail, television, and retail. Single-handedly managed all public relations, developed and implemented strategic marketing plans, generated leads, developed user-friendly programs for staff to manage orders, Coordinated programs with non-profit organizations. Designed and wrote copy for all sales and marketing materials. Exhibited at many industry trade shows. Also handled staff management, payroll, and billing.