Customer Service Care Coordinator

Tondalaya Dillon

Elkins Park, PA ***** • 215-***-**** • ***********@******.*** • WWW: Bold Profile

Professional Summary

Accomplished CNA and Client Care Coordinator with a proven track record for enhancing client satisfaction and fostering trust through strategic planning and exceptional customer service. Skilled in healthcare operations, case management, and Microsoft Office, Epic and HCHB. I have significantly contributed to improving care quality and efficiency. My expertise in team supervision and patient education has driven repeat business and operational excellence. Skills

• Organizational Skills

• Patient Education

• Claims Processing

• Medical Terminology

• Care Planning

• Documentation

• Scheduling

• Team Supervision

• Strategic Planning

• Quality Assurance

• Insurance Practices

• Healthcare operations

• Case Management

• Customer service excellence

• Microsoft Office

• Epic health system

• HCHB

Work History

CNA/ Client Coordinator/ Intake Specialist, 10/2009 to Current Visiting Nurses Association – Philadelphia, PA

• Assisted patients with daily living activities, promoting independence and dignity.

• Checked patient vitals such as temperature, blood pressure, and blood sugar levels. Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.

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• Enhanced patient satisfaction by providing compassionate and attentive care. Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates

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Coordinate care for patients by scheduling appointments, maintain documentation and verifying patient insurance.

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Client Care Coordinator, 01/2018 to 08/2020

Comfort Keepers Home Care – Jenkintown, PA

Applied strategic thinking skills when evaluating potential solutions or alternatives during critical decision-making processes affecting the client experience.

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Enhanced client satisfaction by promptly addressing concerns and providing personalized solutions.

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• Developed strong relationships with clients to build trust and loyalty, resulting in repeat business. Analyzed feedback from clients to identify patterns and trends requiring attention or action from management.

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Advocated for clients'' best interests when liaising with different departments, ensuring their needs were always heard and considered during internal discussions.

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Assisted team members in resolving complex client issues, promoting a collaborative work environment.

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Educated clients on available resources and services while guiding them through their options based on individual needs.

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Ensured compliance with company policies, industry regulations, and legal requirements related to client care coordination activities.

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Implemented tailored communication strategies for each client, ensuring clear understanding of services and expectations.

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Exhibited high energy and professionalism when dealing with clients and staff. Trained staff on operating procedures and company services.

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• Overseen Home health aids while assisting with scheduling and maintaining documentation . CNA, 09/2003 to 10/2009

Saunders House – Lower Merion

• Assisted patients with daily living activities, promoting independence and dignity.

• Checked patient vitals such as temperature, blood pressure, and blood sugar levels. Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.

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• Enhanced patient satisfaction by providing compassionate and attentive care. Education

BlS Instructor

American Red Cross

CNA : 07/2002

Clinical Pathways/ Frankford Hospital - Philadelphia

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