Hard working and reliable hands-on retired individual with experience in managing administrative tasks in fast-paced offices with relative ease. I am well trained professional in customer service with experience handling customers who are either confused, lost, angry and/or upset.
Part of my job duties as a Compliance Reviewer was to go out and conduct initial and relicensure surveys for Home Health Agencies. This consisted of looking at the agencies records, policies, procedures and other documents to see if the agency was following the state required guidelines. If the agency was not following the state required guidelines in any area, it was my job to write defiencies in those areas.
Another part of my job was to conduct desk reviews. Desk reviews were self reported incidents that the agency reported regarding an agency employee abusing, neglecting or exploiting an agency client. The agency is required to follow certain instructions for self reporting. If the agency did not follow the guidelines spelt out to the agencies by the State of Texas then it was my job to call the Administrator or Alternate Administrator and discus this with them. Most of the time the agencies were able to prove to me that they attempted to follow the regulations. When they were unable to prove to me that they followed the regulations then i was required to write deficencies. I spent a lot of time, for desk reviews, educating new Administrators on what was required of them. I spent this time because i believe that it was in the best interest for the state and for the agencies. This education would hopefully prevent the agencies from making the same mistakes in the future.
For a year the team i worked on called various nursing home, hospice, home health agencies, and icfiid group homes to get the varies entities view on how the surveyors were going and get them to voice their concerns with state office. After all we were both trying to do what was best for the residents and clients living or receiving the beneifts they provided.
Through out this position I provided customer service to the agencies I visited or called.
As an Administrative Assistant for the Regional Director, it was my job to answer phone calls that came into our area and either handling those calls or connecting them with someone who was more qualified to assist. I held inservice meetings with the various support staff in the building, bringing in people who could assist the support staff with their jobs or provide them with the training they needed to be more productive with their positions. I handled reservations for the management staff and worked with the support staff by providing training to ensure they knew how to make reservations for the field staff.
I recognciled the hotel credit card for our region monthly, sending the report and needed receipts to state office for payment.
I assisted with all of the provider meeting for the region which included sending out the announcements and taking the RSVP's for those attending. I worked with the hotels getting the meeting room space and worked with state office on the funding of those meetings.
In this position I managed 3 of the support staff.
I was of the office manager of the building turning in reports to the regional office for required repairs and misc. building issues.
I completed reports to state office and other intities monthly and/or as needed.
I was often called to the reception area to talk to various upset people. Sometimes they were upset about a complaint they called in and sometimes they were upset because they were unable to get any type of answers to find out where to go to get assistance. I would often sit down with them and have them explain what was going on and if their issues were about complaints they called in, then i would explain, in detail, what we did. If needed I would ask a member of the management staff to come and talk to the person. If the issue was regarding assistance then I would do what I could to help them find the assistance they needed.
We had a unspoken rule that we assisted everyone who called and did not disconnect the call until we either helped them or connected them to someone who could.
As a clerk for the claims recovery unit, I sent out letters to those who were overpaid in benefits. I ran vaious reports to see if the clients were working or receiving benefits in other states, had bank accounts or receiving unemployment. I always had spare time when i was done with my duties so I would ask my supervisor if she needed any help. Eventually I was doing a lot of her reports and sending them to her so she could review them before sending them to her supervisor. When I was finished with the reports I would ask the workers if they had anything for me to do. I became such a habit that a lot of the workers would just bring me stuff and ask me if I had time to do it for them.
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