Fraiela Adames
Bronx,NY
Summary
Results-driven Care Coordinator with a strong background in home healthcare, patient services, and operations management. Experienced in managing complex caseloads, optimizing care delivery, and ensuring compliance with state and federal regulations. Recognized for exceptional communication, leadership, and problem-solving abilities, with a proven track record of improving patient satisfaction and streamlining care coordination processes. Seeking to leverage expertise into a growth-oriented role within healthcare management or care coordination.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Care Coordinator
TBI/NHTD Care Coordinator
Manhattan, NY
10.2024 - Current
- Lead coordination of comprehensive care plans for individuals enrolled in TBI and NHTD Medicaid Waiver programs, ensuring alignment with clinical and social needs.
- Oversee delivery of home and community-based services, including ILST, wellness counseling, and home care support.
- Partner with interdisciplinary teams to develop, implement, and continuously evaluate individualized service plans.
- Ensure full compliance with New York State regulations while maintaining accurate and timely documentation.
- Advocate for patient independence, safety, and quality of life through proactive care management.
- All Metro Health Care – Manhattan, NY
- Coordinated care plans with multidisciplinary teams to enhance patient outcomes.
- Facilitated communication between clients, families, and service providers to ensure continuity of care.
- Assessed client needs and identified appropriate resources to support individual health goals.
- Developed and implemented strategies for client engagement and retention in care programs.
Patient Care Coordinator
Family Wellness Program / DADA Homecare
Bronx, NY
09.2022 - 10.2024
- Coordinate and monitor patient care services, ensuring high-quality delivery and adherence to care plans.
- Serve as a primary point of contact for patients and families, providing education on treatments, procedures, and ongoing care.
- Develop and manage staff schedules, optimizing coverage and operational efficiency.
- Maintain and update patient records, ensuring confidentiality and regulatory compliance.
- Support retention and authorization processes while utilizing EVV and HHA Exchange systems effectively.
- Drive patient satisfaction through responsive communication and resolution of care-related concerns.
- Bronx, NY
UAS Coordinator
All Care Living Assistance Services
Bronx, NY
09.2022 - 10.2024
- Manage scheduling and coordination of UAS assessments, consistently meeting daily productivity targets.
- Track, reschedule, and monitor appointments to ensure timely completion and continuity of care.
- Act as a liaison between patients, families, physicians, and field assessors to facilitate seamless communication.
- Prepare detailed reports and maintain accurate documentation in compliance with healthcare regulations.
- Contribute to operational efficiency through strong organizational and multitasking abilities.
- Bronx, NY
- Developed training materials for staff to improve service quality and operational efficiency.
- Coordinated client care plans to enhance service delivery and ensure compliance with regulatory standards.
- Led workshops to mentor staff on best practices and regulatory compliance in caregiving services.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Managed scheduling of caregivers, optimizing resource allocation for maximum productivity.
Customer Service Supervisor
Burlington Stores
New York
09.2018 - 07.2021
- Led and supervised customer service operations, resolving escalated issues and enhancing overall customer experience.
- Trained and mentored team members, improving performance, communication, and service quality.
- Analyzed customer feedback and operational data to identify trends and implement process improvements.
- Managed refunds, exchanges, and escalations with a focus on customer retention and satisfaction.
- Resolved complex customer inquiries and complaints, ensuring positive experiences and loyalty.
- Implemented process improvements that streamlined communication between departments, enhancing overall service delivery.
- Conducted performance evaluations and provided constructive feedback to team members for skill development.
- Developed training programs for new staff, improving onboarding efficiency and employee retention.
- Supervised daily customer service operations to enhance team productivity and satisfaction.
- Coordinated scheduling and workload distribution for staff to optimize resource utilization during peak hours.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Education
High School Diploma - Human Services
High School For Law And Public Services
New York, NY06.2016
Associate of Arts - Human Services
BMCC
New York, NYSkills
- Care Coordination & Case Management
- Home & Community-Based Services (HCBS)
- Patient Advocacy & Education
- Staff Scheduling & Team Leadership
- Regulatory Compliance (NYS & Federal)
- EVV & HHA Exchange Systems
- Data Management & Documentation
- Customer Service Excellence
- Bilingual: English & Spanish
- Scheduling and staffing
- Client advocacy
- Healthcare systems navigation
- Professionalism and ethics
Certification
- CPR / First Aid / AED Certification
- Security Guard License
Additional Information
- Authorized to work in the United States
- Strong organizational, multitasking, and problem-solving skills
- Proven ability to thrive in fast-paced, high-pressure environments
Languages
Spanish
Native or Bilingual
Timeline
Care Coordinator
TBI/NHTD Care Coordinator
10.2024 - Current
Patient Care Coordinator
Family Wellness Program / DADA Homecare
09.2022 - 10.2024
UAS Coordinator
All Care Living Assistance Services
09.2022 - 10.2024
Customer Service Supervisor
Burlington Stores
09.2018 - 07.2021
High School Diploma - Human Services
High School For Law And Public Services
Associate of Arts - Human Services
BMCC