Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lulu Kwok

San Francisco,CA

Summary

Experienced, dedicated, and hardworking professional with over 20 years of experience in Healthcare for Seniors. Offering dynamic leadership well-versed in managing employees to provide excellent patient care. Highly skilled in interdepartmental collaboration and cross-departmental functions coordination. Experienced in problem solving and conflict resolution. Adept at improving processes and maximizing team productivity to achieve sustainable highest level of patient care.



Overview

22
22
years of professional experience

Work History

Home Care Manager

Institute On Aging
San Francisco, CA
04.2020 - Current
  • *Oversee and manage day-to-day administrative and all aspects of home care service operations.
  • *Provide leadership, direction and coaching to administrative staff and caregivers to ensure consistency and quality of care.
  • *Work collaboratively with program directors and managers, as well as interdisciplinary team members to coordinate and deliver the highest quality of care to each client.
  • *Partner with human resources and other agencies to recruit, hire and onboard qualified candidates.
  • Monitor and manage departmental resources, expenditures, and service utilization.
  • Monitor and facilitate departmental compliance with federal, state, and local requirements.
  • Identify and implement staff development and training for home care staff.
  • Participate in annual customer satisfaction survey presentation to review, develop, and implement policies and procedures to improve quality of care.
  • In partnership with clients and/or families to investigate, resolve, and implement plan of correction for client complaints and grievances.
  • Interface with union to negotiate labor contract along with addressing and resolving employee-labor issues under the direction of the Human Resources Director.
  • Work as Administrator On-Call after hours to address and resolve client needs on a rotational basis. Duties include, but not limited to, coordinate backup staff coverage for staff call outs, respond to high stress/crisis situations, and problem-solve as needed.
  • Manage, coordinate and schedule day-to-day transportation operations.
  • Supervise, coordinate and schedule transportation staff for daily assignments.
  • Work with various home care and transportation vendors for coordination and delivery of client services.

Home Care Supervisor

Institute On Aging
San Francisco, CA
06.2018 - 04.2020
  • Supervise 40 plus homecare workers (via telephone, in the office and client’s home).
  • Provide coaching, education, and conduct supervision visits in client’s home to ensure highest quality of care.
  • Ensure homecare workers adhere to relevant departmental policies, procedures, and regulations.
  • Participate in creating and maintaining home care plans by working closely with clinicians and staff from various disciplines such as nurses, physical and occupational therapists, social workers, and fiduciary to best address client needs.
  • Investigate, consult with manager as needed and resolve client grievances and complaints.
  • Work as Administrator on call after hours to address and resolve client needs on a rotational basis.
  • Initiate and resolve disciplinary action by working closely with management, human resources and union as needed.
  • Serve and participate as a member of union contract bargaining team between IOA and SEIU Local 2015 by recommending and negotiating a contract agreement that is mutually beneficially for the organization and the union members.
  • Interview, hire, train and provided new employee orientation.
  • Make recommendations for departmental changes and improvements as needed.

Lead Receptionist

Institute On Aging
San Francisco, CA
06.2016 - 06.2018
  • Provide information and assistance to callers and visitors regarding program services and eligibility.
  • Communicate all incoming client and program related information to appropriate staff and departments.
  • Assist with coordinating transportation and escort needs for client medical appointments.
  • Assist various departments with record keeping and data entry.
  • Actively promote and maintain excellent customer service and public relations with clients, visitors, and the community at large.

Money Manager

Institute On Aging
San Francisco, California
11.2012 - 06.2016
  • Provide fiduciary services to clients.
  • Conduct initial and annual follow up client interviews to assess overall financial situation, review relevant entitlement program and benefit eligibility requirements and recommend additional and/or alternative entitlement programs to best meet client needs.
  • Act as Representative Payee for Social Security Administration, Veteran Affairs Administration, and other sources of income.
  • Work closely with various governmental agencies, community-based organizations, private companies, and families to resolve conflicting issues to ensure client’s continual eligibility for government entitlement programs and benefits.
  • Work with clients to assist with budget creation, bill paying, cash management, and other money management related issues.
  • Work with banks to administer client accounts.
  • Prepare bank deposits, reconcile account statements and petty cash management.
  • Review financial statements and create reports on a monthly, quarterly and annual basis or as needed.

Universal Worker

Institute On Aging
San Francisco, California
07.2011 - 11.2012
  • Assist with various duties in multiple departments including recreation, transportation, and administration.
  • Create, coordinate, and lead various recreational activities for clients.
  • Perform various clerical duties as needed such as data entry, submitting quarterly client assessments and tracking client progress.

Lead Healthcare Worker

Institute On Aging
San Francisco, California
11.1999 - 07.2011
  • Supervise team of healthcare workers including scheduling, overseeing, and ensuring quality of client care.
  • Provide personal care to seniors and adults with disabilities.
  • Participate in creating and maintaining client care plan by working with nurses, physical and occupational therapists, and social workers to ensure client needs are met.
  • 2000 to 2011: Served as union steward for SEIU-United Healthcare Workers-West.

Education

Bachelor of Arts - Pre-Law

University of The Pacific
Stockton, CA
06.1991

Skills

  • Hands-on and Collaborative Leadership
  • Interdepartmental Functions Coordination
  • Analytical and Conceptual
  • Critical and Divergent Thinking
  • Skilled Communicator
  • Conflict Resolution
  • Vendor Relationship Management
  • Resource Allocation

Timeline

Home Care Manager

Institute On Aging
04.2020 - Current

Home Care Supervisor

Institute On Aging
06.2018 - 04.2020

Lead Receptionist

Institute On Aging
06.2016 - 06.2018

Money Manager

Institute On Aging
11.2012 - 06.2016

Universal Worker

Institute On Aging
07.2011 - 11.2012

Lead Healthcare Worker

Institute On Aging
11.1999 - 07.2011

Bachelor of Arts - Pre-Law

University of The Pacific

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Lulu Kwok