RESUME'

Jerry Grant Mitchell

7041 Kingsbury
Dallas, TX 75231
469-258-9543 (cell)
gm99a9c8@westpost.net (email)
Goal: I am currently seeking a position within a progressive company where I may
utilize my strong call center management background with my healthcare experien
ce, as well as my excellent customer service skills to assist the company in gro
wth and success.
Education:
Baptist Memorial Hospital College of Health Sciences
Memphis, TN
Major: Nursing
Degree: Diploma in Nursing
Graduated 1988, Cum Laude
University of Phoenix
Dallas, TX
Major: Healthcare Administration
Currently Enrolled, 3.86 GPA
Work Experience:
Jaye Crowder, MD
Dallas, TX
Case Manager, Forensic Psychiatry
March 2009 - July 2010
Work for one of the top five forensic psychiatrists in the United States. Respo
nsible for answering all incoming calls from attorneys or the courts and coordin
ating forensic evaluations. Also responsible for triaging all patient calls, ha
ndling all refill requests, all medication pre-authorizations, administration of
medications in the office under the supervision of physician, ensuring all fore
nsic evaluations are completed by deadlines, coordinating all aspects of patient
care; assessing, planning, implementing, and evaluating all patient care; Provi
ding superior customer service to patients. Performed deposition summaries, medi
cal record summaries, and summarized other documents for Dr. Crowder to provide
expert testimony. Primary focus of job was maintaining and organizing forensic
work. Also provided case management services to patients requiring "in home" se
rvices. Extensive work with developmentally disabled patients as Dr. Crowder w
as frequently appointed by probate courts in the surrounding counties to evaluat
e emotionally, psychologically, and developmentally disabled individuals for com
petency. Interacted with disabled individuals directly the majority of the time
as they had not yet been appointed guardians or caregivers.
TelVista, Inc.
Dallas, TX
Human Resource Business Partner (2008 - 2009)
Customer Service Supervisor (2004 - 2008)
August 2004 - March 2009
Customer Service Supervisor, responsible for all aspects of training (new hire a
nd recurrent), managed a group of 25 Agents and 3 Mentors. Client interaction o
ccurred on a daily basis, dealing with executives within the 7-Eleven Corporatio
n. I provided feedback to executives on operations via email, monthly/quarterly
 business reviews and phone. I was responsible for all Quality Assurance, maint
aining consistency among Mentor staff. Group calibrations were held bi-weekly t
o ensure all monitoring accuracy. Also attended monthly external calibration me
etings with Quality Assurance Coordinator and the client to ensure client goals
were being met. Establishing a close relationship with the client was essential
and I was able to cultivate an excellent relationship. Expert level Microsoft
Office skills, including MS Word, Excel, Power Point, and Excel. Also proficien
t with Microsoft Helmsman. Responsible for staffing levels tailored to peak cal
l times. Responsible for hiring team members, terminating team members, and pro
viding progressive disciplinary action
I implemented the "Coaching/Instruction Given" process on this helpdesk in an ef
fort to assist in improving overall quality scores. This process helped to grea
tly reduce errors and improve overall quality within the group. Provided motiva
tion for team to constantly improve as evidenced by increased quality average am
ong groups.
In April, 2007, I was asked to assume responsibility for the Omron Healthcare Co
nsumer Support and Professional Services groups. The "Coaching/Instruction Give
n" process was instituted, and overall quality improved drastically. I supervis
ed 23 Consumer Support agents with 1 Mentor. Responsible for all direct supervi
sory responsibilities, including all corrective action issues, all hiring decisi
ons, approving all time off, all daily, weekly, and monthly reporting. Recruite
d and trained all new hire classes on this desk. Very heavy training responsi
bilities.
In March, 2008, I was promoted to the corporate level in the Human Resources Dep
artment as a Human Resource Specialist. I was designated as the HR Specialist f
or our Odessa site, processing all leaves (Personal, FMLA, and Educational), man
aging benefit plans (health, dental, life, AD&D, motor club, legal) as well as m
anaging all short term disability and long term disability claims. I was also d
esignated to process and manage all Workers' Compensation claims. Along with sp
ecialty areas, functioned as HR generalist for approximately 200 corporate emplo
yees.
City of Memphis Home Health Care
Memphis, TN
Medicare/TN Care (TN Medicaid) Specialist
November 2002 - July 2004
Responsible for all performing all intake assessments for Medicare/TN Care (TN M
edicaid) clients and enrolling eligible clients in Medicaid program. Worked clo
sely with Medicaid in order to ensure compliance with state rules/regulations.
Performed audits for annual reviews by TN Care and never incurred any deficienci
es or regulatory breeches. Once the intake process was completed, assigned case
to nurse case manager for in home assessment. Responsible for all Medicare/Med
icaid billing and reconciliation. Essentially, I was the Medicare/Medicaid spec
ialist with this agency. Because of the nature of this position, I was responsi
ble for coordinating care for disabled individuals (physical, emotional, psychol
ogical, and developmental disabilities). Corresponded with individuals directly
, via caregivers, or legal guardians.
Hilton HHonors Service Center
Dallas, TX
Customer Service Supervisor
April, 2002 - November 2002
Worked in the Hilton HHonors inbound call-center, receiving calls from Hilton HH
onors members regarding their account and assisting them in resolving those acco
unt issues. Trended agent phone statistics, provided coaching to agents in areas
 for improvement, assisted in new hire training classes, and provided back-up to
my manager in all aspects of operations.
Summer Sky, Inc.
Stephenville, TX
Marketer, Dallas Region
June 2001 - January 2002
Worked to market the services of this residential alcohol/drug treatment facilit
y to the Dallas area. I worked with Psychiatrists, Psychologists, Social Workers
, Professional Counselors, and other substance abuse facilities to generate admi
ssions for the facility. I left this position due to the elimination of a market
ing position by the facility.
University of Texas, Southwestern Medical Center
Dallas, TX
Case Manager
November 1999 - May 2001
Worked as a Case Manager within the Behavioral Health division of the University
of Texas Managed Care program. This department managed the behavioral heartache
benefit for the University of Texas system statewide. This position was elimina
ted for fiscal year 2001.
Memphis Recovery Center
Memphis, TN
Case Manager
September 1998 - October 1999
Worked as a Case Manager in this residential alcohol/drug treatment facility. Pr
ovided individual, group, and family therapy to this diverse client base. Also,
worked with dual-diagnosed individuals and supervised ambulatory detox patients.
I left this position to relocate to the Dallas, TX area.
Charter Lakeside Behavioral Health System
Memphis, TN
Care Manager
February 1996 - September 1998
Worked as a Care Manager, performing all Utilization Review for diverse client b
ases in the facility. Worked with individual physicians to determine the appropr
iateness of the patients' level of care and updating treatment plans. Resigned t
his position to work as a counselor for more direct patient contact.
Mid-South Home Health Agency
Memphis, TN
Staff Development Instructor/Quality Assurance and Improvement Coordinator
February 1994 - February 1996
Worked in the capacity of Staff Development Instructor for this home health agen
cy. Provided orientation to new hire RN's, Certified Nursing Assistants, and ot
her Ancillary Personnel. Also, reviewed all documentation for Quality Assurance
/Improvement purposes. This agency closed in February, 1996.
Regional Medical Center at Memphis
Memphis, TN
Registered Nurse, Surgical Services
November 1991 - February 1996
Worked as a RN in the Operating Room. Worked primarily in the Trauma OR and the
Burn OR. Also, worked in the Recovery Room as needed. Promoted to Nurse Manager
of the Trauma/Burn Operating Room and the Trauma/Burn Post-Anesthesia Recovery R
oom in July, 1993. Supervised a staff of 40 RN's, 25 Surgical Technicians, and a
pproximately 15 ancillary staff. Very dynamic, effective supervisor respected by
nursing, medical, and ancillary staff.
Baptist Memorial Hospital
Memphis, TN
Registered Nurse, Cardio-Thoracic Intensive Care Unit and Recovery Room
May 1988 - November 1991
Hired in CVICU as a Graduate Nurse, and after successfully completing my NCLEX-R
N Examination, worked as a RN. Worked as a staff nurse until I was promoted to t
he Head Nurse in the Recovery Room, December, 1990. I supervised a staff of 20 R
N's and approximately 5 ancillary personnel. Considered to be a very effective m
anager and respected by nursing and medical staff. Resigned position to gain OR
Nursing experience.
References Available Upon Request