Falon Willey
Hyannis,MA
Summary
Detail-oriented and organized Client Services Manager with a proven track record in enhancing client satisfaction, with concierge healthcare service and streamlining internal processes. Expertise in managing digital calendars and coordinating complex schedules, ensuring seamless communication and efficient operations.
Overview
18
18
years of professional experience
Work History
Client Coordination Manager
Privatus Care Solutions
Osterville, Massachusetts
07.2016 - Current
- Manage a staff of 14 full-time, part-time, in-office and remote staff
- Manage approximately 400 field staff of HHAs, CNAs, LPNs, and RNs
- Oversee the day, evening, and night schedules of 80 - 100 clients across Greater Boston, the North Shore, South Shore, Cape Cod and the Islands
- Manage all logistics and care components of domestic and international travel cases
- Calmly and effectively handle high stress situations
- Connect with individuals through text, phone and email, and provide clear, timely communication with both clients and caregivers
- Effectively manage overbooking and rectify errors by implementing proactive communication with office team members, field staff and clients
- Reduced overtime from $100,000+ to $14,000 annually
- Assisted with implementation of new software in all 7 offices located throughout MA, CT, NY, NJ, and FL
- Prepared a well-organized and thorough training for new scheduling coordinators and managers across multiple locations
- Championed many team building and employee appreciation events.
Live-Out Nanny
The DeSisto Family
Beverly, Massachusetts
08.2014 - 06.2016
- Encouraged safe, positive behavior by redirecting children to take positive action.
- Managed daily schedules for children, including meals, playtime, homework assistance, and bedtime routines.
- Implemented creative learning opportunities to enhance cognitive growth through arts and crafts projects.
Certified Nursing Assistant
Seacoast Nursing Home and Rehabilitation
Gloucester, Massachusetts
06.2007 - 06.2015
- Documented care actions, vitals and orders in company software
- Handled non-medical patient care activities including personal care and meal assistance
- Reported unusual behavior for improved care continuity.
Education
Liberal Arts -
North Shore Community College
Danvers, MaHigh School Diploma -
Gloucester High School
Gloucester, Ma06.2003
Skills
- Detail Oriented
- Excellent Written and Verbal Communication
- Exceptional Customer Service
- Efficient time management
- Effective organizational skills
- Payroll Processing
- Performance evaluation
- Proactive issue resolution
- Process Improvement
- Proficient in Microsoft Word, Excel, AlayaCare, ADLware, iSolved, Intacct
- Positive Attitude and Approach
- Proactive self-starter
- Customer relationship management in sales
- Team Building and Management
- Training Newly Hired Team Members
- Composed in high-pressure situations
Timeline
Client Coordination Manager
Privatus Care Solutions
07.2016 - Current
Live-Out Nanny
The DeSisto Family
08.2014 - 06.2016
Certified Nursing Assistant
Seacoast Nursing Home and Rehabilitation
06.2007 - 06.2015
Liberal Arts -
North Shore Community College
High School Diploma -
Gloucester High School