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Skills

  • Client intake management
  • High-volume call management
  • Initial Screening Efficiency
  • Operational Workflow Automation
  • Intake Call Management
  • Customer wait time reduction
  • Compliance auditing
  • Attention to detail
  • Process documentation accuracy
  • Data-driven decision making

Work Experiences

  • Assisted in upgrading internal database systems for better tracking of clients' progress, improving overall case monitoring by 34%.
  • Conducted thorough and respectful intake interviews.
  • Achieved a 81% reduction in intake discrepancies.
  • Achieved a 58% customer satisfaction rating.
  • Developed a Power BI intake workflow.
  • Achieved a 64% rate of first-round approvals.
  • Assumed responsibility for high volume intake queue.
  • Achieved 68% higher client engagement.
  • Contributed to a 67% reduction in follow-up calls.
  • Assisted in upgrading internal database systems.

Summaries

  • Client-centered Intake Screener.
  • Achieved a 40% reduction in intake discrepancies.
  • Client-focused Intake Screener.
  • Delivered a 74% decrease in customer wait times.
  • Customer-focused Intake Screener with exceptional ability to manage complex client applications, increasing intake throughput by 37% through strategic restructuring of screening procedures. Awarded President's Club for improving data capture at Vantage.
  • Achieved a 68% improvement in response times.
  • Achieved a 19% improvement in case assignment accuracy.
  • Detail-driven Intake Screener.
  • Analyzed client needs.
  • 20% success rate in requalifications.

Accomplishments

  • Executed comprehensive initial needs assessments, successfully steering 10 clients to the most appropriate services and reducing misadministration by 73%.
  • Collaborated with the leadership team to establish new metrics for intake success, improving department performance against key benchmarks by 80%.
  • Managed intake operations for up to 15 clients daily, ensuring strict adherence to legal standards while exceeding departmental accuracy targets.
  • Performed quality assurance checks on all client applications, ensuring 47% adherence to regulatory guidelines and reducing rework by 64% hours per week.
  • Devised and implemented data collection systems to enhance reporting accuracy and improved turnaround time for client assessments by 50% days.
  • Oversaw the integration of a new CRM system that allowed better tracking of client records, resulting in a 61% reduction in missing or incomplete data.
  • Managed compliance checks for all intake entries, achieving 66% fidelity to regulatory requirements during annual audits.
  • Collaborated with departmental heads to update intake policies in line with new legislation, reducing operational risks by 27%.
  • Conducted conflict resolution workshops, reducing escalated client concerns by 60% and improving client screening experience ratings by 77% over the past year.
  • Translated complex eligibility requirements into simple workflows, enabling 2 clients to better understand their path to qualification.

Affiliations

  • Affiliate, National Council for Mental Wellbeing, working towards best practices for intake processes in mental health crisis intervention.
  • Certified in HIPAA Compliance, ensuring all client intake information is documented and processed in a legally secure fashion.
  • Volunteer at standard handling intake assessments for low-income individuals seeking medical and psychological support.
  • Volunteer Screener for procedure, responsible for initial assessment of applicant needs and eligibility for assistance programs.
  • Member, National Association of Crisis Management (NACM), focused on improving intake flow and emergency intervention strategies.
  • Member, Behavioral Health Planning Council at Georgia, advocating for intake process improvements for community crisis intervention.
  • Active Member, National Association for Healthcare Quality (NAHQ), integrating intake procedures into overall healthcare quality improvement initiatives.
  • Affiliate, American Public Health Association (APHA), focusing on intake processes for mental health and substance use disorder treatment services.
  • Member, Association for Community Health Improvement (ACHI), participating in forums discussing intake trends in community health centers.
  • Certification in Substance Abuse Counseling (SAC), focusing on intake consultations with clients seeking treatment options.

Certifications

  • Certified Community Health Worker (CCHW) - process, 2022
  • Healthcare Recordkeeping and Documentation Certification - Lakeside Partners, 2018
  • HIPAA Compliance Certification - Lakeside Partners 2024
  • Healthcare Information and Management Systems (HIMSS) Certified Professional - 2021
  • Lean Healthcare Yellow Belt Certification - Vantage, 2015
  • Certified Healthcare Access Associate (CHAA) - Vantage, 2021
  • Certified Intake Specialist - framework, 2019
  • Certified Healthcare Navigator - Northwind, 2024
  • Certified Customer Service Professional (CCSP) - system, 2017
  • Diversity and Inclusion in Healthcare Certificate - Brightline, 2017

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