Amelia Diego
Yonkers,NY
Summary
Dynamic Intake Supervisor specializing in staff training and development, effective communication, and problem-solving. Enhanced operational efficiency through workflow improvements and maintained high client satisfaction levels by addressing concerns promptly.
Overview
19
19
years of professional experience
Work History
Intake Supervisor
Alliance Home Services Inc.
The Bronx, NY
04.2014 - 07.2026
- Supervised intake processes to ensure accurate patient information collection and documentation.
- Trained new staff on operational procedures and best practices for client engagement.
- Developed workflow improvements that enhanced efficiency and reduced processing times.
- Monitored team performance, providing feedback and support to optimize service delivery.
- Implemented quality control measures to maintain compliance with healthcare standards.
- Coordinated communication between departments to streamline patient intake operations.
- Analyzed data trends to identify areas for improvement in the intake process.
- Led initiatives to improve customer satisfaction through effective problem resolution strategies.
- Streamlined intake processes by implementing efficient case management systems and tools.
- Developed strong relationships with community organizations, increasing referral sources for new clients.
- Fostered a positive work environment that encouraged teamwork, communication, and continuous improvement among all members of the organization.
- Stayed up-to-date on industry trends and best practices to provide informed recommendations for process improvements within the department.
- Collaborated with other departments to improve overall service delivery and client outcomes.
- Maintained a high level of client satisfaction by addressing concerns promptly and professionally.
- Prioritized high-risk cases by assessing client needs accurately during the intake process, allocating appropriate resources accordingly.
- Served as a liaison between clients and service providers, facilitating communication and collaboration to ensure seamless care coordination.
- Maintained accurate and up-to-date client records.
- Completed intake assessment forms and filed clients' charts.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling high volume of callers per day.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Interceded between employees during arguments and diffused tense situations.
Intake Manager
Concepts of Independent Choices
Yonkers, NY
08.2009 - 04.2014
- Led intake process to ensure compliance with organizational standards and regulatory requirements.
- Developed and implemented training programs for new staff to enhance service delivery and operational efficiency.
- Streamlined client assessment procedures, improving response times and client satisfaction levels.
- Collaborated with interdisciplinary teams to coordinate services and support for individuals with diverse needs.
- Conducted regular audits of intake documentation to maintain accuracy and adherence to policies.
- Mentored junior staff on best practices for client engagement and effective communication techniques.
- Spearheaded initiatives to optimize workflow within the intake department, increasing overall productivity rates.
- Coordinated seamless handoffs between teams involved in different stages of the service delivery process through clear communication and collaboration.
- Analyzed data to identify trends and areas for improvement within the intake department, leading to increased effectiveness.
- Served as a subject matter expert within the organization on matters related to intake management, providing guidance and support to colleagues as needed.
- Conducted regular internal audits to ensure adherence to established policies and procedures within the intake department.
- Developed training materials for new staff, ensuring consistency in knowledge and understanding of the intake process.
- Evaluated software options for managing client data more efficiently, ultimately selecting a solution that significantly improved productivity within the department without sacrificing security or privacy.
- Addressed any concerns or issues that arose during the intake process promptly, demonstrating commitment to client satisfaction and effective problem resolution skills.
- Streamlined the intake process by implementing new protocols and procedures, resulting in increased efficiency and client satisfaction.
- Collaborated with other managers to develop strategies for improving overall organizational performance related to client intakes.
- Enhanced client experience with timely follow-ups and comprehensive documentation of their needs and concerns.
- Established productive relationships with external partners such as healthcare providers, insurance companies, and community organizations to facilitate smooth client transitions into our services.
- Improved communication between departments by developing and implementing a centralized intake management system.
- Maintained strict compliance with regulatory guidelines, ensuring accurate documentation and reporting of information obtained during the intake process.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Developed and maintained a comprehensive intake manual that served as the go-to resource for all staff involved in the client onboarding process.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Senior Enrollment Specialist
Concepts Of Independence
Manhattan, NY
05.2007 - 09.2009
- Facilitated enrollment processes to enhance client and their Personal Assistants access to services.
- Schedule appointments for in-person interview and assessment, not limited to scheduling for Health Assessment, verify employment documentations on E-Verify Site and Social Security Site.
- Enter all employee data into a computer program for payroll.
- Developed strategic outreach initiatives to improve communication with patients and Personal Assistants.
- Analyzed enrollment data to identify trends and recommend process.
- Mentored junior staff on best practices for client interactions and documentation accuracy.
Education
GED -
Suny Educational Opportunity Center
Westchester, NYSkills
- Professionalism and ethics
- Case management expertise
- Staff training and development
- Data entry proficiency
- Client confidentiality
- Patient scheduling
- Scheduling appointments
- Insurance verification
- Appointment scheduling
- Multi-line phone systems
- Confidentiality
- Charting and clinical documentation
- Teamwork
- Multi-line phone operations
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Customer service management
- Relationship building
- Phone and email etiquette
- Microsoft office
- Employee supervision
- Documentation and recordkeeping
- Team management
- Data entry
- Team building
- Handling complaints
- Task prioritization
- Office management
- Self motivation
- Scheduling and calendar management
- Professionalism
- Staff management
- Scheduling
- Record keeping
- Adaptability
- Work delegation
- Workflow coordination
Languages
Spanish
Native or Bilingual
Timeline
Intake Supervisor
Alliance Home Services Inc.
04.2014 - 07.2026
Intake Manager
Concepts of Independent Choices
08.2009 - 04.2014
Senior Enrollment Specialist
Concepts Of Independence
05.2007 - 09.2009
GED -
Suny Educational Opportunity Center