Customer Service Manager

Veronica S. Jacobs, M.H.A

**** *. ******** *******, ** 60620 P:708-***-****

E:******.*********@*****.***

Education Healthcare Administration, Master of Healthcare Administration

Rosalind Franklin University, 2011

Public Health, Bachelor of Science

Northern Illinois University, 2004

Relevant Job Skills

ACE Health Coach Certification in progress

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Current CPR certification

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CHES October 2014

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Knowledge of and demonstrated ability in corporate core competencies including

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customer service, communication, team work, initiative/self management and accountability,

and flexibility/adaptability.

Computer literacy utilizing MS Office software applications including word

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processing, spreadsheet, presentation and database applications at an advanced level.

• Leadership ability to foster cooperative and collaborative working relationships with cross

functional teams.

Professional Accomplishments

Clinic Manager

4/2013 Present PCC Community Wellness, Oak Park, IL

Responsible for the supervision, direction, and coordination of the day to day operations of a

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15 room healthcare clinic.

Oversees the recruitment, professional development and evaluation of 11 staff members.

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Responsible for efficient scheduling of all clinic staff; maintaining client scheduling, reception,

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data collection, filing, inventory, fiscal control.

8/2012 4/2013 Training Coordinator Addus HealthCare, Inc., Chicago, IL

Facilitated a 4 day bimonthly training for 150 new hires.

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Facilitated bimonthly in services for up to 300 current employees per AM/ PM sessions.

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Supervised a training team in two branches that are responsible for conducting pre screening,

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staffing, and federal background checks for all new applicants.

Coordinated the scheduling, planning and evaluation of quarterly in services.

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Evaluated workplace health education programs and tracked trainings and compiled all related

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documentation (e.g. attendance logs, proficiency, etc.) to meet federal compliance standards.

9/2011 8/2012 AmeriCorps Health Coach PCC Community Wellness, Oak Park, IL

Worked closely with healthcare providers and other clinical staff in reviewing

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information from health risk assessments and biometric screenings in an effort to assess and

understand participant's health behaviors and risks.

Used motivational interviewing and coaching techniques to encourage members to

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adopt healthier lifestyle habits.

Facilitated weekly birthing education classes for expecting parents and lead working

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groups/committees.

Planned, implemented and evaluated health education programs within the

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AmeriCorps program.

8/2006 10/2010 Lead Program Analyst/ Training Coordinator Chicago, IL and Atlanta, GA

Worked for several contract agencies that provided permanent labor visas through the Department of

Labor (DOL) for four years doing the following duties:

Supervised and trained a department of 13 senior analysts on work assignments,

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production goals, and workflow.

Human Resource liaison for Heitech corporate office in Maryland.

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Generated weekly reports from multiple databases for senior management to

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review current cases and productivity statistics.

Developed policies and implemented training manuals/ materials and curriculum

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for new and existing federal and contract staff.

Applied knowledge of pertinent labor policies and procedures to adjudicating

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foreign labor certification applications.

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