Data Entry Customer Service

Justina Hernandez

**** ******* **** ****** *** 347-***-****

Yonkers, New York 10710 ***********@*********.***

SUMMARY

Highly energetic and professional Manager with 20 years career experience. Versed in public relations, staff development, and supervision. Desires a challenging role as a Manager where exceptional communication and customer service skills can contribute to a growing organization.

EXPERIENCE

Supervisor – ALP Program Supervisor

Bronxwood Home for the Aged - Bronx, NY 05/2019-Present

Monitor and assist in the adjustment period of new ALP resident and their families

Work with the Nurse, staff, and resident tot identify personal care needs that need to be met and seek out resources or alternate placement as indicated

Refer to and work with facility colleagues to coordinate resident services on or offsite. These may be provided by formal or informal helpers (i.e. staff, professional, family members or volunteers)

Manage all resident files and record to ensure compliance with Department of Health requirements for LHCSH, ALP and OMIG

Review in conjunction with the Program nurse a resident’s service needs periodically

Assist case management and RN to plan alternate living arrangements for residents as prescribed and as necessary

Refer residents to case management for intervention and grievance resolution

Daily oversight of ALP aide’s services on resident floors, review of resident conditions and satisfaction with aide services, and serve as a sounding board for both parties to resolve and conflict or concern as related to ALP program service

Review floor staffing patterns to ensure adequacy and outcome

Case Manager

Bronx Parent Housing Network – New York, NY 2017 – 2018

Screened potential clients for program eligibility and conducted initial intake assessments utilizing assessment tools such as (CARES) to identify support service needs and make immediate referrals

Created clients Independent Living Plan (ILP) working in collaboration with other Social Service providers to ensure the delivery of comprehensive support services

Tracked and monitored participant progress via weekly one on one counseling sessions

Meet with participants to address issues, challenges, and successes to strengthen client’s capacity for long-term self-sufficiency

Program Manager 2008 – 2017

Acacia Network/ Amanecer - Bronx, New York

Managed a resident population of substance abuse clients to ensure safety and operational compliance

Instituted and maintained tracking systems for internal and external referrals

Assisted in conducting chart reviews for compliance with both external and internal agency standards, such as documenting and creating corresponding CAP (Corrective Action Plans) to address any and all issues

Conferred with Director, Clinical and Medical staff for quality and performance improvement planning to achieve programs goals and objectives

Tracked and handled all patient complaints, disputes and grievances

Prepared and implemented staff schedules to ensure program compliance and fiscal efficiency

Ensured all program departments were interacting and maintained according to policies and procedures

Facilitated weekly case conferences to address client needs and treatment progress was addressed

EDUCATION

6/83 Stevenson High School NY

Academic Diploma Received

Skills: Bilingual English/Spanish. Knowledge of Microsoft Office, ADP, ADL, E-PACES, CARES CPR, CompuCare, Smartlinx, Narcan certify

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