Customer Service Management Candidate
Resume:
Chiquita Macklin
Patient Care Coordinator
Grand Rapids, MI (US)
Professional summary
Patient Care Coordinator with 13+ years of experience coordinating patient-centered services, managing claims processing, and supporting multidisciplinary care teams. Leverages patient advocacy, conflict resolution, and call-center proficiency to streamline benefits processing and improve care continuity while reducing administrative delays. Focused on optimizing workflows, coaching caregivers, and expanding care access through clear communication and data-driven coordination.
Employment history
Careology Home Caregiver/CNA Wyoming, MI
Nov 2025 - Present
*************@*****.***
Chlquita Clark-Macklin
Coordinates multidisciplinary communications with staff and care managers to align care goals, ensuring cohesive plans and smoother service delivery. Implements gentle engagement techniques to increase client participation in daily activities, fostering independence and measurable functional progress. Coaches family caregivers on safe mobility strategies and task delegation, reducing caregiver burnout and enabling more reliable daily routines. ComForCare Home Health Aide CNA Kentwood, MI
Nov 2025 - Present
Designed personalized mobility routines during visits to restore daily function, using practical aids and pacing strategies to produce noticeable gains in client independence. Provided medication reminders and monitored responses, communicating changes to nurses to prevent lapses in treatment and improve care continuity Assessed post-visit outcomes and adjusted care approaches based on observed symptom trends, yielding measurable improvements in comfort and activity tolerance Managed timely personal care tasks and mobility assistance to reduce client fall risk and support steadier daily routines that enhance safety. Hope Network Behavioral Tech Shift Lead Grand Rapids, MI Nov 2023 - Apr 2025
Provide leadership, direction, and support to staff on shift in coordination with the supervisor. Coached staff through live feedback loops during shifts, reinforcing de-escalation skills and strengthening team confidence under pressure.
Coordinated rapid redeployment of staff to address caseload surges, preserving service levels and preventing gaps in client coverage.
Maintained accurate shift logs and incident records, enabling timely follow-up, clearer audits, and improved regulatory compliance.
Maintained precise documentation of procedures and change logs to reduce errors and support continuous improvement with clear audit trails.
MOKA Corp Group Home Leader
Apr 2023 - Oct 2023
• Facilitates multi-shift handovers with standardized briefings to ensure continuity of care and reduce recurring misunderstandings between teams.
Optimizes staffing schedules and on-call rotation to maintain consistent coverage, preventing service interruptions and preserving resident routines. Mentors direct-care staff through hands-on coaching and scenario practice, strengthening frontline skills and sustaining higher-quality resident interactions. neglect, according to applicable policy; takes corrective action.
Coached frontline staff through on-the-floor mentorship and feedback cycles, boosting confidence and sustaining steady improvements in daily interactions. Three aks Hospice Hospice Aide Chicago, IL
Mar 2021 - Jan 2022
Hospice and Palliative practices provided while anticipating patient comfort needs during home visits and adapt care plans to preserve dignity, producing noticeable improvements in patient and fanmily reassurance.
• Maintained precise visit documentation and care notes, ensuring accurate handover information that supported consistent treatment decisions across shifts. Coached family caregivers on safe transfer and positioning techniques, enabling safer at-home care and reducing emergency escalations through clearer guidance. Conducted focused assessments of daily symptom trends and relayed concise reports to clinical leads, informing targeted interventions and measurable care adjustments. Clearbrook Direct Care Person Arlington Heights, IL Mar 2017 - Jul 2020
Trained and mentored new staff on trauma-informed care and de-escalation techniques, improving team confidence and sustaining safe progran delivery. Documented behavioral incidents and intervention outcomes with precise observations to inform data-driven adjustments and strengthen treatment continuity. Organized adaptive life-skills sessions using task sequencing and prompts reduction to increase client independence and reduce reliance on staff cues. Collaborated with therapy and nursing staff to align treatment goals, streamlining interventions and strengthening continuity of care. Laborers & Pension Welfare Fund Media Document Specialist Jul 2014 - Apr 2015
Exarnined, reviewed, analyzed, medical documentation and forwarded for claims processing Documernts included hospital predeterminations and pre-certifications for medical inpatient stays, radiology, diagnostic, surgical, rehabilitative and therapeutic hospital stays services for PT/OT/ST
(physical, occupational, and speech therapy)
The Jacobson Group Customer Service Representative Chicago. IL Apr 2013 - Sep 2013
• Inform service improvements provided, translating insights into actionable changes, and delivered noticeable service quality gains providing customer call center support to healthcare insurance providers
Skills
Patient Advocacy, Conflict Resolution,
Time Mange (Novice)
Conflict Resolution (Novice)
Medical Claims Review (Novice)
Balancing Books (Novice)
Education
Call Center Experience (Novice)
Medical Benefits Processing
Medical Claims Processing (Novice)
Master's Certificate in Healthcare Management Davenport University - Detroit B.S Healthcare Administration Eastern Michigan University
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