Fiona Thomas
Boston
Summary
Dynamic Client Service Associate with a proven track record at BAYADA Home Health Care, excelling in patient advocacy and care coordination. Adept at enhancing customer satisfaction through effective communication and organizational skills, while managing payroll for fitness instructors. Committed to delivering high-quality therapeutic services and fostering team collaboration.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Client Service Associate
BAYADA Home Health Care
Canton
05.2025 - Current
- Ensured patients received high-quality therapeutic services by closely monitoring progress and proactively addressing challenges in care.
- Oversaw care and services for Medicare Part B patients in assisted living facilities, coordinating needs with physical therapy, occupational therapy, and speech-language pathology teams.
- Oversaw payroll for 12 fitness instructors, managing schedules and ensuring timely payments while facilitating communication to support instructors' success in promoting health and wellness among residents.
DBA Assistant/Receptionist
Benchmark Senior Living
Newton
02.2017 - Current
- Provided comprehensive administrative and operational support by managing scheduling, overseeing email correspondence, and organizing office logistics.
- Handled incoming calls and inquiries from clients and vendors, delivering timely assistance and enhancing customer satisfaction.
- Serving as a primary point of contact for inquiries.
- Coordinated travel arrangements for residents and families, ensuring efficiency and comfort during journeys.
- Assisted in planning events by coordinating logistics and managing schedules.
- Supported the recruitment process by screening resumes, conducting initial interviews with candidates, and coordinating interview schedules.
- Organized training sessions for new employees on company policies to enhance onboarding efficiency.
- Maintained confidentiality of sensitive information by implementing strict data protection protocols.
- Prepared detailed reports and presentations to support team decision-making.
- Procured office supplies by researching vendors and negotiating prices.
- Developed standardized templates for various business documents (e.g., meeting agendas) resulting in increased productivity across departments.
LEAD CNA
Senior helpers of Boston
Newton
05.2017 - 10.2020
- Demonstrated thorough knowledge of communication techniques, infection control, safety, body mechanics and related differences while providing compassionate care.
- Assisted residents with daily personal hygiene routines, including showering and oral care, to promote overall well-being.
- Maintained and updated documentation regularly to ensure accurate resident records and compliance with care standards.
- Reported all changes in resident condition and allegations of resident abuse to charge nurse on duty.
- Informed charge nurse of low stock on essential supplies to support uninterrupted resident care.
Education
Bachelors - Human Services
SNHU
New Hampton, NH07-2026
Human Services - Associate's degree
Quincy College
Quincy, MA05-2026
Gerontology - Certificate
Quincy College
Quincy, MA12-2022
General Studies - High school diploma or GED
Boston Adult Academy
Boston, MA05-2008
Skills
- Client relationship management
- Customer service
- Patient advocacy
- Care coordination
- Executive administrative support
- Administrative experience
- Calendar management
- Reception management
- Verbal communication
- Time management
- Multitasking skills
- Office experience
- Telephone communication
- Dementia Care
- Senior Care
- Hospice Care
- Home Care
- Medical Imaging
- Data entry
- Computer applications
- Computer literacy
- Microsoft Office
- Excel
- Word
- Google Workspace
- Google Docs
- Outlook
- Windows
- Organizational skills
- Training
- Management
- Dependability
- Team collaboration
- Microsoft Office
- Written communication
- Administrative tasks
- Written communication
- Multitasking skills
- Dependability
- Calendar management
- Team collaboration
- Care coordination
Certification
- Acute Care Nurse Practitioner Certification - Adult Gerontology, 05/01/10, Present
- Certified Nursing Assistant (CNA), 09/01/20, 05/01/22
- Certified Home Health Aide
- Driver's License
Languages
English
Additional Information - Authorized To Work
US for any employer
Personal Information
Willing To Relocate: Anywhere
Timeline
Client Service Associate
BAYADA Home Health Care
05.2025 - Current
LEAD CNA
Senior helpers of Boston
05.2017 - 10.2020
DBA Assistant/Receptionist
Benchmark Senior Living
02.2017 - Current
Bachelors - Human Services
SNHU
Human Services - Associate's degree
Quincy College
Gerontology - Certificate
Quincy College
General Studies - High school diploma or GED
Boston Adult Academy