Alejandra Martinez Robles
Chicago
Summary
Professional leader with proven expertise in managing and motivating teams to achieve high performance and results. Skilled in operational management, conflict resolution, and strategic planning. Strong focus on collaboration, adaptability, and reliability. Known for fostering positive work environment and driving continuous improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Branch Team Leader
Abcor Home Health
01.2025 - Current
- Provide ongoing support to Branch Supervisors to ensure effective services and supports in accordance with the authorized Plan of Care.
- Develop and implement corrective actions plans for supervisors who are not meeting performance expectations.
- Directly oversee and mentor supervisors to ensure high quality performance in staffing, compliance, and participant relations.
- Support in team meetings to discuss performance metrics, address challenges, and align on branch objectives.
- Support supervisors in prioritizing tasks to meet deadlines and improve operational efficiency.
- Review supervisors' documentation for accuracy and completeness, ensuring compliance with regulatory standards.
- As deemed necessary, execute progressive disciplinary actions to reinforce adherence to company policies that may include caregiver suspension or termination of employment.
- Responsible for annual job performance evaluations for homecare aides and assists with the management of unemployment claims and workman's compensation claims.
- Ensure adequate and timely staffing for participants services, collaborating with supervisors and hiring coordinators to resolve gaps.
- Monitor daily service utilization and oversee staffing adjustments to maintain compliance and efficiency.
- Review and analyze Key Performance Indicators (KPIs) to identify and implement improvements.
- Mediate conflicts between supervisors and caregivers or participants to ensure service quality and satisfaction.
- Ensure supervisors are equipped to handle sensitive participant situations effectively and empathetically.
- Actively engage in building team morale and maintaining a positive work environment.
- Encourage professional development opportunities for supervisors and caregivers to enhance overall team capabilities.
- Collaborate with external partners and community organizations to expand services opportunities and build relationships.
- Performs other duties as directed by the Branch Manager or his/her delegate.
Branch Supervisor
Abcor Home Health
04.2023 - 01.2025
- Assists participants with coordination of non-medical in-home services and supports in the accordance with authorized plan of care.
- Responsible for internal participant assessment and plan of care delineation within 48 hours of the referral date, Secures start of care within 2 working days for interim, MCO, DHS and private pay referrals, and 15 calendar days for regular CCP participants.
- Coordinates the provision of daily tasks to participants per the authorized Plan of Care.
- Notifies the Branch Manager on critical events related to service delivery and/or participant/employee accidents, injuries, or deaths within the same business day.
- Provides reports to care coordinators from referral source non-critical changes in participant condition obtained via weekly calls, (DHS requirement only), monthly conferences or 90 days/semi-annual in-home visits.
- Coordinates participant staffing needs with care coordinators from referral sources, as needed.
- Ensures the confirmation of all rendered scheduled visits, performs schedule adjustments, and/or coordinates make up visits to maintain service utilization at over 90% of the participant authorized Plan of Care.
- Ensures adequate and permanent staffing levels to avoid interruption of services.
- Promotes the company's Integrated Care Program by timely reporting changes in the participant's condition.
- Resolve participants and/or employee complaints within the scope of authority and established company protocols.
- Monitors and collects purchase receipts from homecare aides for delivery of essential shopping/errands as states in Plan of Care.
- Assists with on-call duty during weekends and holidays on a rotational basis.
- Plans, prepares, and documents participant weekly calls, (DHS requirements only), and monthly conferences (supervision) for each assigned Homecare Aide.
- As deemed necessary, executes progressive disciplinary actions to reinforce adherence to company policies that may include caregiver suspension or termination of employment.
- Responsible for annual job performance evaluations for homecare aides, and assists with the management of unemployment claims and workman's compensation claims.
- Documents participants contact activities related to service delivery in multiple databases/systems, applications (CRM,HHAeXchange (aggregator), TTP, Aging Caresm or any other agency or state-required platform).
- In collaboration with the Quality and Complaince Department, ensures the completion of welcome visits as well as in-home supervisory visits (90 days visits for family caregivers and semi annual visits for regular and/or preferred caregivers).
- In collaboration with Quality and Compliance Department, coordinates additional in home visits to provide hands on training and assistance to caregivers, as needed.
- In collaboration with the Service Excellence Assurance Team, monitors Electronic Visit Verification (EVV) activity daily to ensure the timely and accurate processing of payroll and billing processes.
- Collaborates with hiring coordinators and Human Services Department to ensure employee file compliance per IDOA's Training Tracking Portal (TTP) requirements for homecare aides. This include but are not limited to application/qualifications, auto insurance/do not drive agreement, marketing limitations acknowledgement, criminal background checks, pre-service training, in-service training, annual influenza risks declination, CPR/First Aid, annual performance evaluation, supervisory visits, quarterly conferences, FHCA documentation sent to CCU, monthly calls to FHCA, CC Certification verification, supervisor pre-training verification, etc.
- Ensures compliance with program provisions governed by IDOA, IDPH, DHS-ORS, Managed Care Organizations and VA.
- Assists with quarterly internal Quality Assurance & Performance Improvement (QAPI) review of participant and employee files.
- Performance other duties as directed by the Branch Manager or his/her delegate.
Client Service Specialist
Fyzical Therapy and Balance Centers
10.2019 - 04.2023
- Include maintaining client records, building client relationships, forwarding customer requests to appropriate personnel, taking incoming phone calls, answering to customer inquiries, and offering technical assistance to customers.
- Verifying insurance benefits.
- Trusted key holder.
- Greeting patients as they come in and out.
- Greet and direct clients, salespeople, and visitors
- Answer telephone calls and either respond to inquiries directly or direct caller to appropriate personnel
- Schedule appointments and enter appointment dates and times into computerized scheduler
- Keep records for appointment fillings and cancellations
- Track patient referral sources and convert referrals into appointments
- Register new clients with the office by collecting and inputting information into system and updating existing client info as needed
- Contact client insurance companies for verification of insurance benefits and understand coverage requirements for physical therapy visits
- Receive payments for services provided
- Perform other miscellaneous administrative tasks as assigned
- Ability to proactively and independently handle complex scheduling to maximize therapists' productivity
- Experience and comfort utilizing a variety of computer applications including, but not limited to Email, Microsoft Excel and patient scheduling systems
- Ability to multitask and juggle incoming phone calls, assisting patients in the lobby, and making outgoing phone calls to insurance companies to verify insurance benefits for clients
- Ability to maintain a calm and friendly demeanor with clients, insurance companies, and co-workers
- Inventory
Customer Desk/Cashier
02.2019 - 10.2019
- Responsible for receiving payment from customers for goods and services, recording the amount received and accurately posting it for and accounting for it.
- Coordinate vehicle pick up with the service porters.
- Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
- Ensures all service records are filed timely and accurately.
- Greets customers in a timely, friendly and professional manner. Let customers who are waiting know that they will be helped soon.
- Computes or re-computes the customer's final bill using the dealership computer system.
- Receives and issues a receipt for cash, checks and credit card payments, following the procedure set out for accepting payment (e.g., checks verified, etc.)
- Records amount received in the computer and secures monies in the register/drawer.
- Makes change and issues receipts to customers.
- Review and record totals as shown on the receipt tape and verifies against cash on hand.
- Refers customers who have additional questions or complaints to the service advisor or other appropriate person.
- Attends meetings as scheduled.
- Ensure that work areas and customer waiting areas are kept clean.
Key Holder
AeroMexico
12.2015 - 02.2019
- Answered an average of 40 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Greeted customers arriving to ticket.
- Earned management trust by serving as key holder, responsibly opening and closing.
- Politely assisted customers in person and via telephone.
- Provided an elevated customer experience to generate a loyal clientele.
- Asked open-ended questions to assess customer needs.
- Monitored cash drawers in multiple checks
- Ensure adequate cash supply.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Scored in top 10% of employees in successful resolution of issues
- Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
- Made appointments for my manager for his daily schedule.
- Ensuring company policies are followed
- Optimizing profits by controlling costs.
- Providing leadership and direction to all the employees.
- Working closely with the store manager to lead staff.
- Overseeing retail inventory.
- Completing tasks assigned by the general manager accurately and efficiently.
- Supporting manager as needed.
Sales
American Family Insurance
01.2013 - 12.2015
- Customer Service Agent Skills:
- Licenses in Property & Casualty and/or Life
- Telemarketing, sales, customer service, and retail, experience.
- Data entry and typing skills
- Basic Computer skills
- Answered an average of 20 calls per day.
Education
High school Diploma -
Preparatoria Villanueva
01.2007
Skills
- Creative problem solver (3 years)
- Exceptional communication skills
- MS Windows proficient, Word Excel, and data entry systems
- Quick learner
- Strong client relations
- Proficient in cash management
- Shipping and receiving professional
- Credit card processing
- Multi-line phone talent
- Help Desk
- Salesforce
- Cold Calling
- Store Management Experience
- Accounting
- Bilingual
- Cleaning
- Spanish
- Insurance Verification
- Desktop Support
- Active Directory
- Medical Scheduling
- Microsoft Powerpoint
- Data Entry
- Account Management
- Microsoft Outlook
- Medical receptionist
- Computer skills
- Documentation review
- Communication skills
- Customer service
- Sales
- Minimum 2 years' experience in supervisory roles within in-home services or related fields
- Completion of IDOA's sponsored IDOA's sponsored CCP-HOST training within 90 days of employment
- General knowledge of in-home care needs and regulatory requirements for older adults and people with disabilities
- Ability to resolve participant and employee concerns efficiently and professionally
- Strong organizational skills and the ability to multitask in a fast-paced environment
- Demonstrated leadership skills and the ability to inspire and motivate team
- Experience managing complex caseloads and addressing multifaceted supervisory challenges
- Ensure completion of required annual in-service training (24 hours)
Accomplishments
- Supervised team of 4 staff members.
Certification
Food Handler Certification
Languages
Spanish
Full Professional
Timeline
Branch Team Leader
Abcor Home Health
01.2025 - Current
Branch Supervisor
Abcor Home Health
04.2023 - 01.2025
Client Service Specialist
Fyzical Therapy and Balance Centers
10.2019 - 04.2023
Customer Desk/Cashier
02.2019 - 10.2019
Key Holder
AeroMexico
12.2015 - 02.2019
Sales
American Family Insurance
01.2013 - 12.2015
High school Diploma -
Preparatoria Villanueva
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