Kelley Crowley
Lowell
Summary
Dynamic Career Development Coordinator with proven skills in career counseling and client relationship building. Committed to enhancing job readiness through tailored training programs and effective communication.
Overview
11
11
years of professional experience
Work History
Career Development Coordinator
Maze of Life Resource Center
09.2024 - Current
- Developed and implemented individualized career plans for diverse client populations.
- Coordinated workshops and training sessions to enhance job readiness skills.
- Facilitated one-on-one career counseling sessions to assess client needs and goals.
- Collaborated with community partners to expand employment opportunities for clients.
- Monitored program progress and adjusted strategies to improve client outcomes.
- Evaluated program effectiveness through feedback collection and data analysis initiatives.
- Created individualized professional development plans based on employee goals and interests, increasing motivation levels toward achieving success milestones.
- Created training programs for clients on communication, presentation, interview, resume writing and networking skills.
- Developed personalized emotional well-being plans for clients based on individual assessments.
- Established rapport with diverse clientele by demonstrating empathy, active listening skills, and cultural competence throughout counseling sessions.
- Organized workshops on relevant topics such as self-esteem building, communication skills, and healthy relationship dynamics to promote emotional well-being within the community.
- Conducted assessments to identify client needs, develop appropriate treatment plans, and track progress over time.
- Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
Medical Office Assistant
Dr. Rebecca Spoerri-Bowman
04.2019 - 07.2026
- Managed patient scheduling and appointment coordination to optimize office workflow.
- Processed patient intake forms and verified insurance information for accuracy.
- Assisted in maintaining electronic medical records using Epic and E-Clinical.
- Implemented improvements in office processes to enhance operational efficiency and reduce wait times.
- Led initiatives for patient outreach, increasing engagement through follow-up calls and reminders.
- Developed training materials and resources for staff development and onboarding programs.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Registered patients and completed associated paperwork for accurate records.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Provided prompt, polite and professional in-person and telephone customer service.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Collaborated with healthcare providers to ensure seamless communication and patient care.
Call Center Supervisor
Column Health
04.2015 - 10.2019
- Oversaw daily operations to ensure seamless call handling and patient satisfaction.
- Trained and mentored staff on best practices for effective communication and problem resolution.
- Developed and implemented process improvements to enhance team performance and efficiency.
- Monitored key performance indicators to assess team productivity and service quality.
- Resolved escalated patient issues, ensuring timely and satisfactory outcomes.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Collaborated with other departments for seamless coordination in addressing patient concerns, resulting in faster issue resolution.
- Conducted comprehensive assessments to identify client needs and progress in treatment.
- Coordinated referrals to community resources for additional support services and housing assistance.
- Developed relapse prevention strategies for clients transitioning out of treatment programs, empowering them to maintain long-term sobriety.
- Supported aftercare planning for continued recovery after treatment.
Education
Associate of Science - Counseling Psychology
Middlesex Community College
Bedford, MASkills
- Client relationship building
- Career assessment
- Individualized planning
- Career counseling
- Emotional Intelligence
- Customer service
- Problem-solving
- Multitasking
- Reliability
- Effective communication
- Active listening
- Adaptability and flexibility
- Relationship building
- Conflict resolution
Timeline
Career Development Coordinator
Maze of Life Resource Center
09.2024 - Current
Medical Office Assistant
Dr. Rebecca Spoerri-Bowman
04.2019 - 07.2026
Call Center Supervisor
Column Health
04.2015 - 10.2019
Associate of Science - Counseling Psychology
Middlesex Community College