Cheryl Jonelis
Melbourne,FL
Summary
Intelligent and team-driven Client Care Specialist successful at operating with minimal direction or supervision to accomplish remarkable results. Experienced in taking on challenging objectives in fast-paced, demanding environments.
Compassionate with a natural ability for connecting with others on a personal level. Caring and empathetic interaction with residents yielding positive relationships with both clients, their families and staff. Ability to create and maintain a calming atmosphere of comfort, personal interest and safety. Extensive experience working with elderly Dementia and Alzheimer residents. Ability to cultivate a relaxed environment with both residents and coworkers.
Overview
17
17
years of professional experience
Work History
Client Care Coordinator
Visiting Angels Living Assistance Services
11.2022 - 08.2023
- Supported patient care excellence via planning and interpretation of programs.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Completed resident assessments in accordance with current regulations and guidelines.
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Answered customer questions via telephone, email and live chat services.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Organized Caregiver Appreciation Open House for staff
- Conducted interviews for potential Caregivers
- Maintained EOP and Careplans for LTC and Veteran clients
Patient Care Coordinator
Seacreast Retirement Center
09.2016 - 11.2022
- Resident support for patient’s medication management and personal care for 70 residents
- Manage medications for all residents, including documentation of any new, discontinue or revised prescribed medications as well as documenting date and times administered
- Follow written orders regarding instructions on how to manage and administer medications
- Notify physicians, nursing and family members of any changes in residents behaviors or health
- Provide non-medical support to nurses, hospice care agencies, visiting medical specialists and patients
- Assist in determining and executing appropriate care for residents requiring assistance with their daily living activities and revise when needed
- Routine rounds checking residents, building and grounds to ensure safety and compliance
- Conduct monthly MAR (mediation administration records) turnover
- Work with administration, residents and family members to resolve any disputes or differences
- Supervise CNA and PCA staff members and oversee dinning room to ensure compliance regarding dietary needs for residents
- Respond appropriately to resident emergencies
- Uphold all safety standards
- Uphold confidentiality requirements and regulatory compliance guidelines.
- Review each step of patient care and made proactive adjustments to avert issues.
- Manage prescriptions by sending electronic requests for new medications and refills.
- Maintained confidentiality of patient data and condition to safeguard health information.
Customer Service Senior Living Advisor
Teletech, Inc
03.2016 - 07.2016
- Customer support for Brookdale Senior Living Community, promptly processed and resolved customer inquiries and concerns while taking appropriate action based on customer needs
- Professional demonstration of use of technology, scripts and product knowledge
- Actively listened to customer providing answers as well as directing the call to lead the consumer in an efficient and appropriate manner
- Scheduled appointments and reviewed associated costs with prospective clients and determined if potentially financially qualified and offered recommendations for financial options based on the potential residents status and life experience
- Educated consumer about different levels of care for seniors transitioning into senior living environment including Independent and Assisted Living, Alzheimer’s and Dementia Care and Respite Care
Print Production Account Specialist
Automated Graphic Systems, RR Donnelly Company
11.2006 - 12.2015
- Successfully managed production of print projects for more than $4 million dollars of annual sales collectively for more than 25 customer accounts
- Effectively coordinated priorities of multiple production functions simultaneously while following strict production timelines
- Collaborated closely with more than 20 vendors and/or companies within company network to produce work efficiently, cost effectively and achieve client deadlines
- Creative problem solving to utilize various strategies regarding development of various projects and production process
- Communicated daily with clients regarding their needs and expectations and advised them of schedules and production concerns
- Composed and distributed job tickets via company PSI software with all pertinent instructions to direct production to successfully complete client projects
- Maintained daily communication with scheduling, prepress, production and shipping regarding current and upcoming projects, which included daily production meetings with all department managers and outside vendors
- Managed production of various types of printed materials such as marketing driven items, large format, journals, newsletters, periodicals, standard books, case bound books, brochures, booklets, mailers and promotional and marketing items
Education
Associates of Arts and Sciences -
College of Southern Maryland
MASTSTR Certification - undefined
FLIS Medication Training Certification - undefined
Skills
- Positive outlook
- Strong organizational skills
- Excellent interpersonal skills
- Management of client expectations
- Attention to detail
- Creative problem solving
- Time management and dependable
- Goal oriented
- Calm and Effective Under Pressure
- Patient Outreach and Follow-Up
- HIPAA Compliance
- Administrative and Office Support
Timeline
Client Care Coordinator
Visiting Angels Living Assistance Services
11.2022 - 08.2023
Patient Care Coordinator
Seacreast Retirement Center
09.2016 - 11.2022
Customer Service Senior Living Advisor
Teletech, Inc
03.2016 - 07.2016
Print Production Account Specialist
Automated Graphic Systems, RR Donnelly Company
11.2006 - 12.2015
Associates of Arts and Sciences -
College of Southern Maryland