Esther Llenas
Queens,NY
Summary
Experienced human services professional with over 15 years of leadership in admissions, family reimbursement, program enrollment, and community outreach. Proven ability to build strategic partnerships, manage referral pipelines, coordinate multidisciplinary admissions processes, and ensure compliance with New York State Office for People with Developmental Disabilities (OPWDD) regulations. Strong background in stakeholder engagement, family support, regulatory compliance, customer service, and operational leadership. Recognized for developing collaborative relationships with community organizations, care coordination agencies, and government partners while delivering exceptional service to individuals and families.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Director of Admissions & Family Reimbursement
Heartshare Human Services of New York
Brooklyn, NY
11.2008 - Current
- Admissions & Business Development
- Partner closely with executive leadership to develop strategic referral partnerships with community-based organizations, Department of Education schools, and Care Coordination Organizations.
- Manage the complete admissions process from referral through enrollment while ensuring compliance with OPWDD guidelines.
- Coordinate family tours, intake meetings, screenings, and trial visits with program leadership, care managers, and interdisciplinary teams.
- Evaluate applicant eligibility and collect required documentation to support timely admissions decisions.
- Maintain comprehensive admissions tracking databases and enrollment reports.
- Deliver presentations to community organizations and referral partners to promote agency programs and increase enrollment.
- Develop and implement outreach strategies that consistently support enrollment goals.
- Build and maintain strong relationships with families, referral sources, and community stakeholders.
- Prepare referral documentation, enrollment forecasts, agendas, meeting materials, and executive reports.
- Deliver exceptional customer service while resolving concerns with professionalism and compassion.
- Serve as a positive role model by promoting flexibility, professionalism, cultural sensitivity, and person-centered services.
- Family Support Service Reimbursement Community Program
- Administer the quarterly Family Reimbursement Program in accordance with OPWDD policies and procedures.
- Process reimbursement applications from initial review through final payment.
- Coordinate and facilitate quarterly reimbursement committee meetings.
- Communicate regularly with families, care coordinators, fiscal staff, and the Developmental Disabilities Regional Office (DDRO).
- Submit reimbursement tracking reports for state review and final approval.
- Notify families of approval or denial decisions and coordinate payment processing.
- Prepare statistical reports for internal leadership and state reporting requirements.
- Ensure compliance with reporting standards for Fiscal, Corporate Compliance, Quality Assurance, and OPWDD.
- Coordinate satisfaction surveys, compile results, and submit required reports to New York State.
- Participate in state audits, meetings, and compliance reviews.
- Coordinate scheduling of clinical evaluations to non-medicaid client seeking OPWDD eligibility.
Education
Master of Science - Social Work (MSW)
Touro University Graduate School of Social Work
New York, NY06-2025
Bachelor of Science - Human Services
Touro College School of Health Sciences
New York, NY06-2023
Skills
- Admissions & Intake Management
- Business Development & Community Outreach
- Family Reimbursement Administration
- OPWDD Regulations & Compliance
- Referral Management
- Stakeholder & Community Partnerships
- Family Engagement
- Customer Relationship Management
- Regulatory Compliance
- Program Enrollment & Coordination
- Clinical Evaluation Scheduling
- Data Tracking & Reporting
- Committee Coordination
- Team Collaboration
- Problem Solving
- Professional Presentations
- Bilingual (English & Spanish)
Certification
- Notary Public – New York State
- New York State Life Insurance License
Languages
Fluent in English & Spanish
ADDITIONAL QUALIFICATIONS
- Fluent in Spanish
- Extensive knowledge of OPWDD regulations and admissions requirements
- Experienced in family advocacy and multidisciplinary collaboration
- Skilled in preparing executive reports, regulatory documentation, and statistical analyses
- Strong organizational, communication, and relationship-building skills
Timeline
Director of Admissions & Family Reimbursement
Heartshare Human Services of New York
11.2008 - Current
Master of Science - Social Work (MSW)
Touro University Graduate School of Social Work
Bachelor of Science - Human Services
Touro College School of Health Sciences