Customer Care Client Services
Resume:
Rolanda Shaw
Looking to work at a hospital, rehabilitation center and or nursing facilities that base their facilities policies and regulations on great customer care, hard work, integrity, teamwork and dignity.
Hazelwood, MO 63042
**********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Associate Client Services Manager
Emmaus Homes - St. Louis, MO
January 2022 to Present
• Assist in the design and implementation of residential services which enhance the quality of life as determined by the Individual Service Plan (ISP) and other related support plans.
• Ensure client, guardian, regulatory agency, funders, and stakeholder satisfaction.
• Supervise staff at the direction of the CSM, which may include scheduling, timekeeping, performance reviews, performance improvement, and employee retention.
• Assist with the development and maintenance of records, monthly reports, plans, logs, and budgets.
• Collect and analyze data to ensure all regulations are met.
• Attend client’s medical, dental, vision, and other appointments when necessary.
• Verify prescribed treatment plans and orders are executed.
• Support the client’s independence, health, and community integration through education and activities.
• Ensure the team is appropriately trained and well versed on all plans related to the client.
• Communicate general company and client updates on a frequent and regular basis.
• Support the CSM in the creation and adherence of the client’s and the home’s budgets.
• Work in ratio when needed.
• Follow all policies, procedures, and all regulatory requirements.
• Use conflict resolution and problem-solving skills to address issues, concerns, and process improvement.
• Other duties as assigned.
Direct Support Professional
Emmaus Homes - Saint Charles, MO
September 2018 to January 2022
assist people with cognitive and developmental disabilities. They provide support with everyday tasks such as cleaning, preparing meals, taking medications, attending appointments and running errands. maintain accurate, detailed records of their clients’ appointments, medications and activities. communicate with coworkers, other healthcare professionals and the people they support. Combat Engineer
U.S. Army - Fort Leonard Wood, MO
February 2017 to March 2018
I’m a veteran was injured and discharged
CNA - Certified Nursing Assistant
Lake Mead Health and Rehabilitation Center - Henderson, NV April 2016 to April 2017
Assist nurses with their workloads, take vs, clean and change residents, dress and undress residents, document behaviors, etc
Caregiver
Merrill Gardens - Henderson, NV
June 2015 to May 2016
Responsibilities
assist with residents ADLs, documentation, receptionist, file paperwork, answer phone calls, do follow ups with care staff, etc
Accomplishments
CPR/AED Certified
CNA Certified
Skills Used
Microsoft Word, Powerpoint, 35 wpm
CMT
Cedars of Town and Country - Chesterfield, MO
January 2014 to May 2015
Responsibilities
Administer medications, observe, document, report on status of residents, provide shift reports to oncoming nurse, document in residents reports, notify nurse of residents refill medication orders, assist wit bathing, feeding and obtaining residents vital signs Accomplishments
the impact that I had during this time is the fact that I have drive, compassion and dedication to provide the services and knowledge needed to carryout my position an d perform to the best of my ability Skills Used
administer medication, comply with legal and ethical guidelines, applying knowledge of the medication measuring system and the body system and the communicable diseases which is affected with medication administration.
CMT
Missouri Veterans Home - St. Louis, MO
November 2006 to May 2008
Responsibilities
Administer medications, observe, document, report on status of residents, provide shift reports to oncoming nurse, document in residents reports, notify nurse of residents refill medication orders, assist wit bathing, feeding and obtaining residents vital signs Accomplishments
the impact that I had during this time is the fact that I have drive, compassion and dedication to provide the services and knowledge needed to carryout my position an d perform to the best of my ability Skills Used
administer medication, comply with legal and ethical guidelines, applying knowledge of the medication measuring system and the body system and the communicable diseases which is affected with medication administration.
Education
Master's degree in Healthcare Management
University of Arizona Global Campus - San Diego, CA May 2021 to Present
Master's degree in Healthcare Administration Management University of Arizona Global Campus - San Diego, CA May 2021 to Present
Bachelor's in Healthcare Administration Management Ashford University - San Diego, CA
July 2018 to June 2021
Respiratory therapy in Respiratory Care
Carrington College-Las Vegas - Las Vegas, NV
2015 to 2017
Accerated LPN prgram in nursing
Nevada Career Institute - Las Vegas, NV
2013 to 2014
high school diploma in general
Hazelwood East High - Hazelwood, MO
2000 to 2004
Skills
• 35WPM (5 years)
• Microsoft Word/Excel (10+ years)
• Filing/emailing (5 years)
• Administrative Skills (2 years)
• Direct Care
• Direct Support
• Home Health
• Disability
• Personal Care
• Documentation review
• Cashiering
• Nursing
• Military Experience
• Medication Administration
• Hospital Experience
• Supervising experience
• Vital Signs
• Home Care
• Quality Assurance
• Word processing
• Memory care
• Management
• Dementia care
• Windows
• Leadership
• Senior care
• Care plans
• Hospice care
• Data collection
• Customer service
• Patient monitoring
• Management
• Developmental disabilities experience
• Continuous improvement
• Behavioral health
• Typing
• Microsoft Office
• Management
• Business management
• Medical terminology
• Workday
• Caregiving
• Employee Orientation
• Alzheimer's Care
• Meal Preparation
• Administrative experience
Military Service
Branch: US Army
Service Country: United States
Rank: E-3
February 2017 to March 2018
Certifications and Licenses
CNA Certification
CPR/First Aid
CPR & AED Certified
Insulin Certification
October 2017 to September 2019
CPR
Certified Nursing Assistant (CNA)
Class E
BLS Certification
Assessments
Nursing Aide Skills — Familiar
July 2020
Providing nursing aid to patients using knowledge of relevant equipment and procedures. Full results: Familiar
First Aid — Proficient
August 2019
Measures a candidate's ability to identify treatments for common medical emergencies. Full results: Proficient
Patient-Focused Care — Proficient
August 2019
Measures a candidate's ability to address concerns and use sensitivity when responding to needs and feelings of patients.
Full results: Proficient
Work Style: Reliability — Highly Proficient
August 2019
Tendency to be dependable and come to work
Full results: Highly Proficient
Logic & Critical Thinking — Completed
August 2019
Using logic to solve problems.
Full results: Completed
Home health aide skills — Proficient
May 2021
Providing care to patients in a home setting
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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