24/7 Home Care Operations & Care Coordination

MELANIE APONTE

WILDWOOD, FL/ 352-***-****/ ***.************@*****.***

Healthcare/staffing operations professional with experience managing 24/7 home care services supporting 50+ active clients and coordinating a workforce of 70 caregivers. Expertise in care coordination, workforce management, caregiver training, compliance oversight, client intake and assessment, quality assurance, and operational leadership. Proven ability to oversee complex staffing operations, manage hospice and end-of-life care coordination, maintain regulatory compliance, and build strong relationships with clients, families, caregivers, and healthcare partners.

Care Coordinator / Operations Lead, Amada Senior Care - 2023-2026

• Managed daily operations supporting 50+ active home care clients with varying levels of care needs, including dementia, chronic illness, and hospice-related services and more.

• Directed scheduling and workforce coordination for approximately 70 caregivers, ensuring continuous client coverage and operational efficiency.

• Maintained 24/7 on-call availability to address emergency staffing needs, caregiver call-offs, urgent client concerns, and critical care situations.

• Conducted comprehensive client intake assessments to determine service requirements, level of care needed, and appropriate caregiver placement.

• Oversaw caregiver onboarding, credentialing, compliance monitoring, and personnel documentation to maintain regulatory and company standards.

• Developed and facilitated caregiver training programs focused on compliance, client care standards, documentation requirements, and agency policies.

• Coordinated communication among caregivers, clients, family members, healthcare providers, hospice teams, and agency leadership.

• Managed sensitive end-of-life situations, including family notifications, documentation, service transitions, and coordination with hospice providers.

• Utilized AxisCare software to generate payroll, scheduling, compliance, and workforce management reports to support agency operations.

• Tracked caregiver billable hours and entered payroll-related data to ensure accurate reporting and operational accountability.

• Conducted quality assurance follow-up calls with clients and caregivers to evaluate service effectiveness, identify concerns, and improve client satisfaction.

• Investigated and resolved client and caregiver concerns while maintaining high standards of professionalism and service delivery.

•Supported agency growth through relationship-building with clients, families, referral sources, and community healthcare partners.

Project Coordinator, Clemens Construction; Philadelphia PA - 2020-2022

• Coordinated multiple projects simultaneously, ensuring deadlines, budgets, and operational objectives were achieved.

• Managed project scheduling, documentation, contractor coordination, and compliance requirements.

• Collaborated with vendors, subcontractors, clients, and management teams to maintain project efficiency and communication.

• Tracked project milestones, workforce allocation, and operational performance metrics.

•Assisted with budgeting, invoicing, purchasing, and resource planning.

Skills:

• Healthcare Operations Management

• Home Care & Hospice Coordination

• Workforce Planning & Staffing Management

• Caregiver Training & Development

• Regulatory Compliance & Credentialing

• Client Intake & Assessment

• Quality Assurance & Performance Improvement

• Crisis Management & Problem Resolution

• Patient & Family Relations

• Operational Reporting & Analytics

• Payroll & Billable Hour Tracking

• Team Leadership & Staff Development

• Process Improvement

• HIPAA Compliance

• Client Satisfaction & Retention

• AxisCare Administration

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