Customer Service Manager

Lisa Woodrum

Temporary Address: Permanent

Address:

*** ********** **. *** **** Rd.

Bowling Green, Kentucky 42101

Caneyville, Kentucky 42721

E-mail: ****.*******@***.*** Cell Phone: (270) 230-

7044

EDUCATION: Bachelor of Science, Healthcare Administration

Graduation: December 2006

Western Kentucky University, Bowling Green, Kentucky

Healthcare Skills

. CPR Certification (current)

. MAR constructing and rules related to state

regulations (Medication Administration Record)

. Medication Administration training

. MANDT (current)

. CNA (Certified Nursing Assistant)

(KCTCS, Glasgow, Kentucky) (not current)

. First Aid

. Coordinating with physicians

. In-Servicing Staff on client needs

. Facilitating team meetings

. Care Planning

. Current HIPAA training

. Current Abuse/Neglect training

. Knowledge of state/federal regulations related to

(DMR) Department of Mental Retardation and

Medicaid

. Current Rights of Clients with Disabilities

training conducted by Department for Mental

Retardation staff

. AED Training (Current)

. Certified Level I Internal Administrative

Investigator

. Knowledge and practice of person centered planning

and principals

. Knowledge and application of ancillary supports

within SCL Consumer teams

EMPLOYMENT

EXPERIENCE : Case Manager/Team Leader

LifeSkills

Bowling Green, KY

(April 2008-November 2010)

. Facilitate (ISP) Individual Support Plan meetings.

. Oversee all areas of community living supports for

fourteen adults with intellectual disabilities.

. Provide on-call Case Management services to all

Individuals within the (SCL Waiver Program)

Supports for Community Living Medicaid Waiver

program within an on-call rotation.

. Follow-up on all medical appointments for fifteen

with intellectual disabilities.

. Construct Plans of Care for fifteen mentally

challenged adults.

. Access and re-evaluate Plans of Care on a

continual basis (Crisis Plans,

Outcomes/Objectives, Medical Issues, etc.)

. Coordinate with Physician's on behalf of fifteen

adults with intellectual disabilities.

. Hire and Supervise direct support staff within the

community living program (Formerly part of the

ROLES Grant program)

. Coordinated with outside agencies to gain

individualized employment and community

integration involvement for 2 Individuals with a

diagnosis of an intellectual disability

. Perform internal administrative investigations

Case Manager/Support Coordination Provider, (C.A.K.Y.)

Community Alternatives of Barren River

Bowling Green, KY

(October 2006-April 2008)

. Offered guidance and support to fourteen adults

with intellectual disabilities via telephone and

visitation

. Completed (ISP) Individual Support Plans for

Consumers

. Shopped for Individual Consumer's personal needs

. Oversaw Consumer's supports (residential,

behavioral and ancillary)

. Kept Consumer's medical records up-to-date

Receptionist/Data Entry Clerk, Canteen and At Your Service

Through Labor Ready Employment Agency,

Bowling Green, KY

(September 2006-September 2006)

. Provided customer service duties

. Answered phones and routed calls to appropriate

departments

. Completed data entry for billings and inventory

transfers

. Filed billings and inventory transfer paperwork

Internship, (C.A.K.Y.) Community Alternatives of Barren

River

Bowling Green, KY

(June 2006-August 2006)

. Observed Interview Process

. Completed rotations within these Departments:

Nursing Department, Engineering Department,

Business Office, Dietary Department,

Human Resource Department, Administrative Office

. Presented a Management team training titled

"Communication Means A Job Well Done"

Residential Support Provider, (C.A.K.Y) Community

Alternatives of Barren River

Bowling Green, KY

(August 2002-October 2006)

. Provided clients' assistance with activities of

daily living (ADL's)

. Supervised 2 clients with community involvement

activities

Private Home Care Provider

Bowling Green, KY

(May 2004-September 2004)

. Provided assistance with ADL's at client's home

. Assisted with food preparation and personal care

Eldercare Companion, Home Instead Senior Care,

Bowling Green, KY

(August 2002-March 2003)

. Provided assistance with ADL's at clients' home

. Received customer service training and implemented

those strategies

. Enhanced interpersonal skills through interaction

with client families

Certified Nursing Assistant, Lifeline Private Duty,

Bowling Green, KY

(May 2002-January 2003)

. Provided assistance with ADL's at clients' homes

. Handled clients' personal care needs

Certified Nursing Assistant, Britthaven of Bowling Green,

Bowling Green, KY

(January 2001-May 2001)

. Provided assistance with ADL's for residents at

facility

. Completed charts associated with personal care

needs of elderly residents

Certified Nursing Assistant, Grayson Manor

Leitchfield, KY

(May 2001-October 2001)

. Provided assistance with ADL's for residents at

facility

. Acquired basic Nurses' Aide skills through

fulfillment of state Nurses' Aide certification

test

Dining Room Attendant, Captain D's

Leitchfield, KY

(May 1999-July 2001)

. Answered phone and routed calls appropriately

. Took orders and operated cash registers

. Maintained clean environment

. Assisted patrons with needs

. Stocked supplies

. Provided Customer Service

HONORS: Caneyville Class of 1969 Alumni Scholarship

KEES Scholarship

(2) Order of The Eastern Star Scholarships

Dean's List- 3 semesters

ACTIVITIES: Long-term Care Ombudsman Program (May 2003-July 2005)

United Way (during Hurricane Katrina Disaster)

(ACHESA) American College of Healthcare Executives Student

Association, 4-H Club President (Grayson County High

School)

Staff Communication Committee for (C.A.K.Y.) Community

Alternatives of Barren River (2006-2008), Girl Scouts K-6,

(CASA) Court Appointed Special Advocate (current)

REFERENCES: Available upon request

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