direct care supervisor resume example with 10 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :

Flexible hard worker ready to learn and contribute to team success.

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a sustainable Positive impact.

Effective at improving revenue, team productivity and policies to keep the facility operating at a sustainable and profitable level. Well-versed in motivating and retaining employees, building relationships with residents and families and achieving the requirements for continued accreditation.

Hardworking and reliable Professional with strong ability in Writing and Organization. Offering Dependability, and stability. Highly organized, proactive and punctual with team-oriented mentality.

Talented Profesional with talent for interpersonal Complex Relationships and Strong Communication. Strong knowledge of Microsoft, Word, Excel and Suite programming and Finances. Communicative and team-oriented with proficiency in PowerPoint . Proven history of fostering Goals and Meeting them to meet team, individual and management objectives.

  • Health information systems
  • Hospital coordination
  • Accreditation support
  • Staff supervision
  • Quality assurance controls
  • Personnel management
  • Facility oversight
  • Performance metrics
  • Fundraising and major donor development
  • Patient safety
  • Patient relations
  • Acute and rehabilitative care
  • Regulatory requirements
  • Employee retention strategies
  • Records maintenance
  • Schedule management
  • Computer Skills
  • Records management
  • Healthcare delivery
Direct Care Supervisor, 08/2016 to 07/2018
Lifesteps, Inc.Ellwood City, PA,
  • Conducted employee training and development activities for direct care staff via formal training sessions and informal mentoring and role modeling.
  • Transported and accompanied residents to and from medical appointments, shopping trips, recreational activities and scheduled activities.
  • Communicated with patients with compassion while keeping medical information private.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
  • Led and motivated 32 employees through supervision, training and coaching on duties and daily operational activities.
  • Resolved conflicts between physicians, nurses and administrative staff to maintain optimal workflows.
  • Facilitated peer-to-peer conflict resolution.
  • Implemented new hire training to further develop skills and initiate discussions on task prioritization.
  • Directed daily operations at facility caring for more than 99 individuals.
  • Coordinated delivery of exceptional patient care by evaluating workflows and facilitating positive Emotional, Behavioral, and increased Activities of Daily Living changes by 37%.
  • Optimized case and clinical management and recommended plans to improve safety and health programs.
  • Checked the pharmacy area regularly to ensure that it was kept neat, clean and free of debris.
  • Updated procedures necessary for compounding, mixing, packaging and labeling medications.
  • Trained pharmacy interns and newly hired technicians.
  • Implemented Safety procedures to achieve and maintain State accreditation.
  • Formulated and implemented testing and interpretation practices and procedures to maintain standards of care and quality assurance benchmarks.
Customer Service Specialist, 07/2015 to 10/2017
InformaCambridge, MA,
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Recommended improvements to products and services to mitigate complaints.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Made outbound calls to obtain account information.
  • Reviewed account and service histories to identify trends and issues.
  • Set up and activated customer accounts.
  • Answered customer questions and addressed concerns, resulting in 46% reduction in complaint calls.
  • Trained new employees on procedures and policies to maximize team performance.
  • Upheld privacy and security requirements established by national & State regulatory agencies.
  • Worked with supervisor to develop customer service improvement initiatives.
  • Exceeded company productivity standards on consistent basis.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Upheld privacy and security requirements established by CVS, SilverScript & Medicare Part D regulatory agencies.
Client Referral Specialist 2, 08/2011 to 02/2015
Horizon Construction And DevelopmentLebanon, TN,
  • Entered confidential patient information and updated electronic records in database.
  • Assisted patients by answering questions and providing information regarding referrals.
  • Managed and obtained insurance authorizations for patient referrals from physicians.
  • Aided clinical team to support administrative needs for clinical referrals.
  • Gathered and verified insurance requirements to meet payer requirements.
  • Obtained PA for services such as diagnostic imaging.
  • Communicated with insurance representatives to gather information and verify patient benefits to determine clearance for [Area of expertise] services.
  • Worked closely with financial counselors to guide patients on financial obligations and decision-making.
  • Scheduled patients according to availability, urgency and insurance authorization guidelines.
  • Managed up to 400 patient referrals daily through multi-line telephone system.
  • Tracked referral request progress and resolved issues to maintain smooth processing.
  • Answered questions and resolved concerns raised by both patients and specialists.
  • Commended for timeliness and accuracy in all documentation, from initial contact to account closeout.
  • Reviewed demographic, clinical and insurance information before sending to referred specialists.
  • Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
Director of Accounting and Finance, 02/2008 to 12/2011
Honorable Judge Stephen McGlynnCity, STATE,
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Articulated growth objectives and operating plans.
  • Enhanced financial performance metrics by networking to create successful and sustainable relationships.
  • Managed largest branch in Saint Claire County region, achieving high customer satisfaction rates
  • Established budgets and strategic business plans for daily operations.
  • Maintained current and accurate cash balances for all programs, departments and projects.
  • Oversaw preparation of corporate balance sheets, income statements and other financial reports.
  • Evaluated historical, current and forecast data to determine opportunities for development and enhancement.
  • Monitored more than 200 client relationships to deliver exceptional service.
Education and Training
GED: , Expected in 05/2003 to College of Lake County - Grayslake, IL
Associate of Applied Science: Criminalistics And Criminal Science, Expected in 06/2007 to Westwood College - O'Hare Airport - Chicago, IL
: Applied Behavior Analysis, Expected in to Loyola University of Chicago - Chicago, IL

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Resume Overview

School Attended

  • College of Lake County
  • Westwood College - O'Hare Airport
  • Loyola University of Chicago

Job Titles Held:

  • Direct Care Supervisor
  • Customer Service Specialist
  • Client Referral Specialist 2
  • Director of Accounting and Finance


  • GED
  • Associate of Applied Science
  • Some College (No Degree)

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