Grissell Marie Jovet

December 2015 - Current

Client Services Manager Serenity Home Healthcare LLC, Manchester, CT

Payer Management

• Manage multiple payer contracts Streamline billing for client & family members, insurance providers, VA benefits, and Medicaid Maintain Electronic Visit Verification (EVV) system integrated with Sandata, HHAeXchange, and other aggregators

Care Plan Management

• Short-term and long-term care plans Need-based care plan for clients Ensure best-fit caregiver as per the client needs Maintaining care quality

Client Experience Management

•Derive plans to retain and benefit existing clients Seek feedback, and conduct surveys Engage with clients through text messages, email, and audio/video calls Influence existing clients for referrals Maintaining a good Net Promoter Score (NPS)

Workflow Management

• Manage daily/hourly shift rosters of staff Match caregivers by specialty, skills, experience, and location proximity Manage and coordinate with multiple office locations

Operations Management

• Keep track of client calls, and review actions taken Record data of activities like recruitment, training, and more Authorize reimbursement of expenses Improvise operational efficiencies, utilize time to promote, generate leads, and client onboarding

• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
• Communicated with clients and family, ensuring that medical information was kept private.
• Direct day-to-day administrative and operational functions for 68+ Clients providing guidance and leadership to over 40+ Caregivers and Staffs.
• Created customized care plans, working with nursing homes and families to assess and meet individual needs.
• Developed policies and procedures for effective homecare management.
• Successfully negotiated client contract renewals to create increased revenue.