Care Coordinator experienced in great Customer Service.

Rosalind Buie

**** ******** ****** ************ ** 19111 tel: 267-***-**** ********.****@*****.***

Summary

Energetic, trusted, and detailed-oriented Quality Manager who excels at using proven methods and technological advances to successfully execute quality management systems with attention to detail and strong organizational and technical writing skills. Adept in analytical thinking, strategic planning, data management and analysis.

Experienced and result-focused data management professional, proficient at paying attention to details and resolving database issues. while analyzing data and successfully reconciling discrepancies for process improvement.

Key Skills

Capable of leading high performing teams under tough deadlines, to meet expectations

Strategic planning and Implementation

Problem Solver – Creative and a forethought in solving complex project issues

Detailed-oriented and ability to solve critical problems

Familiar with database systems like HHA Exchange, HCSIS, EVV, Promise.

Team player and excellent communication, verbally and written.

Office management, data entry, customer service, Microsoft Office.

EXPERIENCE:

Care Coordinator

BLESSINGS 4 EVER HOME CARE AGENCY, Philadelphia, PA May 2019-Present

Maintain assigned caseload of Consumers and Personal Care Attendants (PCA)

Handle Consumer complaints, billing, scheduling visits and questions

Conduct wellness calls, 90 day and Annual Assessments to adequately address changes in Consumer care needs

Complete required documentation for Assessments/wellness calls, enter documentation into the consumer’s record located in HHA Exchange within 48 hours

Review PCA EVV entries to verify accuracy of time entries and completeness of Plan of Care

Contact PCAs to clarify and/or obtain ant missing EVV documentation

Contact Consumers to confirm accuracy of PCA visit time and care provided when discrepancies or incomplete entries occurs

Adjust PCA schedules as needed due to under/over utilization of service hours to maintain authorized service hours

Provide excellent consumer customer service and consumer advocacy

Perform other specific tasks related to the department as assigned

Senior Quality Management Coordinator

CEDAR WOODS CARE MANAGEMENT, Philadelphia, PA Feb 2018- May 2019

As the Sr. QM Coordinator, I was responsible for guiding and leading the Quality Management team in ensuring data management and migration of services provided to participants, were accurately recorded in electronic databases HHA, HCSIS, and Managed Care Organizations portals. Provided leadership and expertise with the development and management of quality systems and documentation while working to implement continuous improvement.

●Assist with the onboarding of new Quality Management team members

●Monitor the Quality of service for participants through Managed Care Organizations (MCO) as well as the Waiver Program

●Handle difficult request from State representatives, Managed Care Organizations (MCO), as well as Service Coordinators to assure no disruption in participant’s services

●Communicate pertinent information to Home Care agencies as needed in regard to Participants services

●Provide oversight to Public Partnership LLC (PPL) participants by submitting referrals, monitoring participant’s applications, authorizations, monitoring time sheets, and assisting participants with transitioning to a Home Care Agency.

●Work with Operations Department to ensure the continuity of care of services for all Participants

●Communicate with state agency representative to meet participant’s health and safety needs

Quality Management Coordinator

CEDAR WOODS CARE MANAGEMENT, Philadelphia, PA Mar 2016 – Feb 2018

●Assist participants in the Waiver Program by assuring continuity of care of services

●Assure timely submission of request for participants in the Waiver Program to avoid lapse or disruption in services

●Submit daily work log entries into HCSIS Portal on a daily basis as required by departmental standards

●Assure consistent communication to superiors of barriers, issues that may result in lapse of services for participants

●Provide weekly reports to management on Service Coordination departmental performance levels and productivity standards

●Assist with Quality assurance review and audits

●Communicate pertinent information to Home Care agencies as needed in regards to Participants services

Customer Service Manager, Online Store Manager, Data Entry Manager

PROMOTEX INTERNATIONAL, Huntingdon Valley, PA Jan 2015 – Mar 2016

●Respond to customer service calls regarding returns, warranty issues, installation procedures, sales orders and general information.

●Manage Amazon store, research industry outlook and competition, and perform competitive analysis to set and adjust prices.

●Create and modify Amazon templates, photos, spreadsheets and fitment data for individual parts and kits.

Field Base Medical Assistant, Cardiology Technician

METRO PHYSICIANS, Bala Cynwyd, PA April 2012 – Dec 2014

●Transported and assisted doctors, nurses and pain management specialists with home-based patient care.

●Performed EKG, Vital Signs, ANS, Neuro, VNG testing and Holter Monitor placement.

●Assisted ultrasound technician with in-office patients.

●Scheduled in-office / home-based appointments and process referrals.

●Maintained medical charting, filing and faxing.

●Verified insurance, prepared billing, refills, and input recalls for testing and visits.

●Prepared and sorted charts, equipment and schedules for home-based visits.

●Oversaw medical students for training and extern completion.

Cardiology Technician

J. E. WOOD CLINIC, Philadelphia, PA Oct 2011 – Nov 2011

EKG procedures, phlebotomy-specimen collection / handling, performed venipuncture, injections and blood sugar (glucose) testing.

●Performed vital signs, respiratory testing and medical record charting.

●Provided patient and triage assistance, answered incoming calls, scheduled and confirmed appointments.

●Maintained patient files.

Customer Service Representative

COLONIAL PENN LIFE INSURANCE CO., Philadelphia, PA Nov 2007 – Mar 2011

●Answered inbound calls for multiple long term care product lines.

●Received, evaluated and responded to customer inquiries.

●Researched policyholder inquiries.

●Responded to all claims in a timely manner.

●Processed payments, up-sells and conservation.

EDUCATION:

STAR CAREER ACADEMY, Philadelphia, PA

NCCT Certified EKG, MA, Phlebotomy, Cardiology Technician, Graduation: June 2012 GPA: 3.8

THE COLLEGE OF NEW ROCHELLE, Bronx, NY

Associate of Arts, Major: Business Communication / Liberals Arts GPA: 3.5

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