Taylor Youngblood
Pride
Summary
Dedicated full time Call Center Representative and PRN Behavioral Health Technician with extensive experience at Woodlake Addiction Recovery Center, skilled in crisis intervention and active listening. Proven track record of enhancing client care through compassionate support and effective documentation. Adept at managing client needs while ensuring compliance with HIPAA regulations, fostering a safe and respectful environment. Familiar with a high volume call center environment. Daily data entering of insurance payments into billing system. Very experienced in scheduling appointments for primary care and counseling.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Representative
Woodlake Addiction Recovery Center
03.2023 - Current
- Cross-trained and backed up other customer service managers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training processes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Utilized office management software to record and track customer information.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Used Advanced MD to schedule appointments for doctor visits and procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Updated patient information and insurance details for accurate electronic medical records.
- Performed various administrative tasks by filing, copying and faxing documents.
- Assisted with medical coding and billing tasks.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Organized, sorted, and checked input data against original documents.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Created spreadsheets for more efficient recordkeeping.
- Utilized techniques for increasing data entry speed.
- Answered large volumes of phone calls, triaging patient inquiries and providing detailed customer service and scheduling support.
- Registered new patients in electronic medical record system prior to scheduling appointments, verifying demographic and insurance information for future reference.
Behavioral Health Technician
Woodlake Addiction Recovery Center
08.2024 - Current
- Facilitated on-site activities, support groups, and outings for clients.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Searched resident belongings prior to and during stays.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Prepared and submitted daily shift reports to management.
- Taught clients how to complete basic household chores.
- Conducted client rounds to check on residents.
- Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each.
- Performed client intake procedures according to internal standards for new admissions.
- Used Lightning Sep to document patient information, progress notes, and treatment plans.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Counseled and mentored clients on substance use and life choices.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Recommended continuing care and medications to clients.
- Treated clients and families with respect and dignity.
- Supported patient confidentiality in accordance with HIPAA regulations.
Utilization Review Specialist
Woodlake Addiction Recovery Center
07.2024 - 01.2025
- Evaluated medical guidelines and benefit coverage to determine appropriateness of services.
- Obtained authorizations from multiple insurance carriers for various levels of care.
- Performed admission reviews based for medical necessity based upon substance abuse specification.
- Submitted cases for criteria failures and helped facilitate resolutions and approvals.
- Performed prior authorization review of services requiring notification.
- Performed triage on incoming patients and determined severity of injuries and illnesses.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
Education
GED -
Christa Mcauliffe Adult Education
Baton Rouge, LA11-2025
Skills
- Activity monitoring
- Client transportation
- Security procedures
- Housekeeping skills
- Documentation skills
- Crisis intervention
- Active listening
- Substance abuse experience
- Time management
- Conflict resolution
- Data collection
- Complaint resolution
- Scheduling
- Account updating
- Typing proficiency
- Prioritization
- Call management
- Multi-line phone talent
- Data entry
Certification
Data Entry Certification
Peer Support specialist
Timeline
Behavioral Health Technician
Woodlake Addiction Recovery Center
08.2024 - Current
Utilization Review Specialist
Woodlake Addiction Recovery Center
07.2024 - 01.2025
Call Center Representative
Woodlake Addiction Recovery Center
03.2023 - Current
GED -
Christa Mcauliffe Adult Education