Patient Engagement Supervisor - Crisis & Care Advocate

ADAM VASQUEZ

*** **** ****** *** ***, Vernon CT *6066

Phone: 413-***-**** Email: ********@*****.***

SUMMARY

Results-driven Patient Engagement Supervisor with extensive experience in healthcare and crisis intervention. Supervised high-performing teams, enhancing service delivery and fostering a culture of excellence that improved customer satisfaction rates. Developed and implemented training programs, achieving a measurable increase in staff performance and engagement. Specialized in crisis management and advocacy, ensuring compliance with regulatory standards. Passionate about continuous improvement and dedicated to enhancing patient care through effective leadership and collaboration.

CORE COMPETENCIES

Remote Supervisor with 3 plus years

Patient Transportation / Medical Deliveries and Pick up

Developmental Disabilities & Dual Diagnosis

Crisis Intervention & Management

Program Development & Administration

Staff Training & Supervision

Patient Care Coordination & Advocacy

Quality Improvement

Bilingual: Spanish & English

Microsoft Office Suite

Healthcare Compliance

PROFESSIONAL EXPERIENCE

CONIFER HEALTH St. Petersburg, FL/ 5/01/22 – 7/7/25 Remote Patient Engagement Supervisor Bilingual

Lead and mentor patient engagement specialists in a high-volume contact center environment

Monitor and analyze performance metrics, service levels, and quality standards

Develop and maintain culture of service excellence

Manage multi-channel patient communications including phone, web chat, SMS, and email

Oversee hiring, training, and performance management of staff

DEPARTMENT OF DEVELOPMENTAL SERVICES Holyoke, MA 2013 – 2021 Human Service Coordinator A/B

Developed and implemented Individual Support Plans for clients

Provided crisis intervention and coordinated emergency responses

Monitored safety and well-being of individuals through site visits

Collaborated with legal and healthcare providers

Ensured compliance with departmental policies and regulations

SERVICENET INC. Northampton, MA 2001 – 2013 Program Director, Emergency Crisis Respite/Stabilization Program

Managed emergency stabilization program in partnership with Department of Developmental Services

Developed and implemented individual treatment plans

Developed individualized training on each individuals needs to improve there quality of life.

Supervised staff and managed program operations

Coordinated with community agencies and healthcare providers

Managed program budgets and billing processes

MENTAL HEALTH ASSOC. OF GREATER SPRINGFIELD Springfield, MA 1996 – 2002 Acute Care Team & Emergency Respite

Provided crisis intervention services across multiple locations

Managed medication administration and emergency assessments

Coordinated patient care and maintained detailed documentation

Supported clients with daily living skills and independent living

EDUCATION

Kaplan University 2012 – 2015 Psychology: Applied Behavioral Analysis

CERTIFICATIONS & TRAINING

Healthcare Compliance Training

Crisis Intervention Certification

Patient Care Management

Leadership Development

HIPPA Compliance Training Cert Current

OSHA for Healthcare and Bloodborne Pathogen Cert Current

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