Gail Candela

Mineola, NY ***** 516-***-**** adbsnm@r.postjobfree.com

www.linkedin.com/in/gail-candela-598614b9

Human Resources Professional

Accomplished and results driven Human Resources Professional with more than 12 years of expertise, complemented by a well-rounded Client Services Management, and Healthcare Operations background. Established ability to work with executive management on the development and revision of operational policies and procedures. Innovative thinker, persuasive communicator, and skillful motivator with a tenacious focus on objectives and execution of multiple projects within efficient environments. Proven ability to lead implementations and deliver solutions improving revenues, margins, and workplace productivity. Attracted new talent, maintained client and caregiver schedules, and implemented improvements to the scheduling process to streamline the dissemination of information.

Areas of Expertise

Quality Assurance

Orientation & Onboarding

Customer Service Management

HR Policies, Procedures & Best Practices

Project Management

Talent Acquisition & Retention

Labor Law & Regulatory Compliance

Healthcare Administration

Payroll Admin & Reporting

Employee Training & Development

Team Building

Resource Management

Professional Experience

Caring People, Inc., Hempstead, NY 2018 – 2019

Senior Client Services Manager

Managed a team of more than 100 caregivers across 60 cases including 45 clients in a Premier Senior Living Facility. Initiated innovative strategy implementation and decisions regarding staff management and client relationship management. Utilize tactical communication practices to foster relationships with social workers, facility administrators, clients, and family members. Institute staffing strategies which optimize revenue per case. Monitor operations and uphold adherence to NYS regulations and company standards across client base.

Earned Certification as a Dementia Practitioner, providing insight and expertise in managing the care for Alzheimer’s and Dementia clients.

Amplify revenues and maximize customer satisfaction through expert collaboration with marketing, recruiting, finance, and executive management.

Unlimited Care, Inc., Westbury, NY 2015 – 2018

Employment Coordinator/Patient Services Specialist

Managed the recruiting, hiring, on-boarding and regulatory compliance for a team of 150 paraprofessionals and nurses annually. Responsible for employee record keeping, including performance evaluations, annual in-services, and disciplinary actions. Partnered with Supervisory RN in the organization of scheduling and development of curriculum for Orientation, Annual in-service trainings and clinical competencies. Fostered solid relationships with clients and caregivers. Served as a supervisor to the staffing coordinator; overseeing scheduling, payroll, and administrative functions to ensure client satisfaction.

Cultivated institution of new contract for Private Duty Nursing with local hospice care providers, which boosted company profitability by adding a new line of business to the agency.

Assisted with JCAHO and DOH audits, providing reports and documentation as needed.

Bayada Home Healthcare, Garden City, NY 2012 – 2015

Client Services Manager

Oversaw insurance authorization processes to advocate and facilitate insurance authorization approvals for critically ill clients. Served as main point of resolution for clinical managers, families, clients, employees, case managers, and physicians. Restructured administration processes with patient caseloads all managed within the fiscal parameters of billing rates, overtime metrics, and margins.

Devised effective methods and practices to source high caliber candidates using recruiting software, social media, cold calling and employee referrals.

Advanced market presence through staff mentoring /engagement, participating in community events and relationship building with clients, which led to 20% increase in referrals.

Enhanced client services for trach/ventilator dependent patients, leading 60 field staff members in exemplary service and quality homecare on 15 private duty nursing cases earning $2.2M annually.

Reduced downtime in new staff integration through the use of mentoring, performance management, and leveraging aptitudes.

Family Pediatric Homecare, Hicksville, NY 2006 – 2012

Case Manager/Client Care Liaison (2010 – 2012)

Partnered with Medicaid case reviewers in Albany and local MD offices in the acquisition of missing information, letters of medical necessity, or clarification of medical treatment plans to facilitate Private Duty Nursing approval. Regulated case benefits processing and administration with major insurance companies including No-fault, Aetna, United Healthcare, Blue Cross Blue Shield, Emblem Health and CareCentrix. Reviewed case applications to approve and assign private duty nursing which diversified healthcare administration.

Intake Specialist/Staffing Coordinator (2006 – 2010)

Built strong teams through the coordination of interviews and assessment tools such as testing, screening applications, reference checks, and applicant tracking systems. Oversaw intake referrals and staffing coordination for Early Intervention Program. Maintained digital and paper records for employees and clients, in accordance with HIPPA and Department Of Health regulations.

Enhanced market segment transparency by obtaining and organizing intake demographics and insurance information.

Successfully improved client experience through patient referral requests and hospital discharge planners for skilled nursing visits including Occupational, Physical, and Speech therapies.

Bolstered communication with School District Administrators concerning proposals and contracts for nurses accompanying children with Special Needs to school.

Additional Experience:

Sales Administrator, Interboro Systems Corporations, Inwood, NY

Priority Account Representative, Manufacturers Hanover Trust Co., Hicksville, NY

Assistant Department Manager, Macy’s, Garden City, NY

Education & Certifications

Bachelor of Science, Elementary Education

Minor in Spanish

Adelphi University, Garden City, NY

Proficient in Microsoft Office Suite

Certified Dementia Practitioner, 2019

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