Help Desk Home Health

OKERE, JULIET CHIAKA

**** * ********* **** *** **18 Houston TX 77074

346-***-**** Talkjenny114 @gmail.com ******.********@*****.***

www.linkedin.com/in/okere-chiaka-juliet-9507a362

PROFESSIONAL SUMMARY

Customer-focused and tech-savvy professional with over 10 years of experience in customer service across telecommunications, banking, and home health industries. 5 years of experience in help desk technical support and graphic design. Proficient in multiple software applications, with strong troubleshooting skills and a quick ability to learn new systems. Excellent communication, problem-solving, and multitasking abilities.

CORE SKILL

CRM Zendesk Project Mgt Jira Trello Microsoft Office, Word, Excel

Salesforce Microsoft Azure Active Directory SharePoint Canva Wix

Adobe Photoshop In design Illustrator Incident Management Training Auditing

Transcription Word press Confluence Interpersonal Communication Teamwork

Data Management Email Automation Format Conversion Web Administration

Malware Removal Zoho Campaign and Designs Conflict Resolution Monitoring Critical Thinking

System Installation and Upgrading Trouble shooting Malware Removal

PROFESSIONAL EXPERIENCE

Roseland Healthcare Services Inc. Houston TX

Compliance officer / Supervisor (Onsite) July 2024-Current.

Oversees home health aides and attendants, provides onboarding, coaching, and ongoing training to ensure quality care delivery and compliance.

Participate in staff education and training based on audit findings.

Coordinates staff schedules, manages shift assignments, resolves coverage issues, and ensures adequate service delivery per patient care plans.

Monitors field staff performance, conducts supervisory visits, audits documentation, and ensures compliance with agency policies and state/federal regulations (including HIPAA).

Serves as liaison between caregivers, clients, and case managers; handles service concerns, care updates, and satisfaction follow-ups professionally.

Reviews and maintains care logs, service authorizations, incident reports, and timesheets; ensures accuracy and timely submission.

Addresses and resolves staff-client issues, caregiver absences, or behavioral concerns promptly and effectively.

Motivates staff, leads team meetings, enforces agency standards, and supports a positive and respectful work culture.

Proficient in EVV systems (e.g., HHAeXchange, Alora, Axxess) for tracking caregiver visits, confirming service delivery, and ensuring accurate billing.

Prepares staff and documentation for audits, site visits, and compliance reviews from accrediting bodies and state agencies.

Balances field supervision, staff coordination, client service, and administrative duties efficiently.

Ensures agency compliance with regulatory, documentation, and billing standards by conducting internal audits and quality reviews of clinical and administrative records.

Identify discrepancies or errors and communicate findings to appropriate departments.

Verify that services are authorized, documented, and billed correctly.

Xandria Express Inc. O’FALLON Missouri.

GRAPHIC DESIGNER VIRTUAL ASSISTANT. (Remote) Dec 2022-(Current)

Skilled in creating logos, social media graphics, flyers, presentations, and digital ads using tools like Adobe Photoshop, Illustrator, Canva, and Figma.

Designs visually appealing content for websites, email campaigns, and marketing materials; experienced with video editing basics using tools like Cap Cut or Adobe Premiere.

Plans, designs, and schedules posts across platforms (Instagram, Facebook, LinkedIn) using Buffer, Hootsuite, or Meta Business Suite.

Manages emails, calendars, client communication, and online research; proficient in Microsoft Office and Google Workspace.

Keeps digital assets, folders, and brand files organized across platforms like Google Drive, Dropbox, and Trello.

Provides responsive and professional virtual support; handles inquiries, client requests, and feedback efficiently.

Meets tight deadlines and manages multiple design and admin projects simultaneously in a remote environment.

Comfortable using Zoom, Slack, Canva, ClickUp, Notion, and cloud-based platforms to manage tasks and collaborate with teams.

Savior Care Health Care Services Inc. Houston TX

Office Manager (Onsite) Oct 2022-Dec 2023

Oversees daily operations of the agency office, ensuring efficient workflow, staff coordination, and regulatory compliance.

Manages administrative staff, caregivers, and coordinators; assigns tasks, monitors performance, and fosters a productive team environment.

Coordinates and approves caregiver schedules, shift changes, and on-call rotations to maintain consistent service coverage.

Ensures all files, documentation, and service records comply with HIPAA, state, and federal healthcare regulations.

Serves as the main liaison for client inquiries, complaints, and case manager updates; ensures timely follow-ups and resolution.

Assists with processing authorizations, verifying insurance eligibility, and supporting billing and payroll departments

Proficient in EHR systems such as Axxess, WellSky, Alora, or MatrixCare; manages client data, service notes, and reports.

Handles phones, records, supplies, reporting, and interdepartmental communication; ensures smooth office operations under pressure.

Quickly addresses scheduling issues, caregiver concerns, and client needs to ensure continuous care delivery.

Sweet home Georgia, LLC, Atlanta Georgia.

Technical Help Desk Support (Remote) Jan 2022 - Nov 2022

Diagnoses and resolves hardware, software, and network issues for end-users via phone, email, or remote tools.

Experienced with ticketing systems such as Zendesk, Freshdesk, Service Now, and Jira for tracking and resolving support requests.

Delivers clear, empathetic, and professional support to users; skilled in explaining technical concepts to non-technical users.

Proficient in using tools like TeamViewer, AnyDesk, LogMeIn, or Microsoft Remote Desktop to assist users remotely.

Provides support for Windows, macOS, Microsoft Office, Google Workspace, printers, and internal enterprise applications.

Logs, prioritizes, escalates, and follows up on incidents; maintains detailed documentation for issue resolution and knowledge bases.

Installs, configures, and updates software, operating systems, and peripheral devices for desktops and laptops.

Creates, modifies, and deactivates user accounts, passwords, and permissions in Active Directory and other access systems.

Handles multiple tickets and requests efficiently, ensuring timely resolution and adherence to service level agreements (SLAs).

Evangel Home Health Services Inc. Houston TX

Administrative Assistance (Onsite) Jan 2022-Oct 2022.

Maintains accurate client records, authorization forms, and service documentation in compliance with HIPAA regulations.

Coordinates caregiver schedules, patient appointments, and supervisory visits; ensures proper coverage and timekeeping accuracy.

Experienced in managing prior authorizations, Medicaid/Medicare paperwork, and verifying service eligibility.

Serves as the first point of contact for clients and families; provides compassionate and professional assistance over phone and email.

Handles filing, data entry, document preparation, and correspondence; proficient with Microsoft Office and EHR software (e.g., Axxess, WellSky, EVV, Alora).

Ensures documentation meets agency, state, and federal standards; assists during audits and monitors staff compliance training.

Effectively balances administrative duties in a fast-paced environment, prioritizing urgent tasks and maintaining daily workflows.

Works closely with case managers, nurses, caregivers, and billing departments to support coordinated care delivery

Home Depot- Houston TX

Data Entry Customer Support (Remote) Dec 2019 - Jan 2022

Accurate and fast typing skills (60+ WPM), proficient in data entry, record keeping, and database updates using Excel, Google Sheets, and CRM systems.

Strong communication and interpersonal skills; experienced in handling inquiries, complaints, and support tickets via phone, email, and chat.

Proficient in using customer support platforms such as Zendesk, Freshdesk, Salesforce, or HubSpot for tracking customer interactions and resolving issues.

Ability to handle high volumes of data and customer requests while prioritizing tasks and meeting deadlines in fast-paced environments.

Skilled in troubleshooting customer issues, identifying solutions, and following up to ensure satisfaction and service improvement.

Ensures accuracy and completeness in data entry, order processing, and documentation, minimizing errors and ensuring data integrity.

Familiar with office software (MS Office Suite, Google Workspace), online forms, and internal systems for data and customer service operations.

Education

Instructor Home, Atlanta, USA Nov 2023

Federal Polytechnic Nekede, Imo Nigeria (HND) 2004-2006

Federal Polytechnic Nekede, Imo Nigeria (HND) 2001-2003

Certifications

Hipaa Compliance-2025

Data entry and Tech Support-2023

Project & Program Coordinator-2023

System & Web Administrator-2023

Virtual Assistance &Customer Support-2023

HHAeXchange provider system training-2023

Chartered Institute of Public Diplomacy And Management-2017

Leading Team-2017

Profiency Certificate in Management-2008

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