Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Jackeline Mateo

Indian Orchard,MA

Summary

Dynamic healthcare leader with extensive experience at Behavioral Health Network, skilled in performance monitoring and team supervision. Proven track record in developing training programs and optimizing workflows, enhancing care coordination, and fostering partnerships. Bilingual in English and Spanish, committed to delivering high-quality, person-centered care while maintaining integrity and professionalism. Seasoned Staff Supervisor with proven skills in team leadership, project management, and strategic planning. Known for improving operational efficiency by implementing innovative approaches to workflow management. Proven record of fostering employee engagement and enhancing productivity through effective supervision and strong interpersonal communication skills. Have contributed significantly to organizational growth and success in previous roles.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Staff Supervisor

Behavioral Health Network (BHN)
Springfield, USA
09.2020 - Current
  • Provide oversight and leadership of care teams, ensuring high-quality delivery of integrated, person-centered care.
  • Collaborate with Program Director to manage operations, budgets, and contractual obligations.
  • Develop and implement strategies to reduce medical expenses, preventable ER visits, and hospital admissions while improving outcomes.
  • Ensure staff compliance with policies, procedures, training requirements, and performance standards.
  • Lead workflow development, data-driven performance monitoring, and cross-department reporting in collaboration with Senior Leadership and IS/IT teams.
  • Foster a culture of accountability, teamwork, and continuous quality improvement across the program.
  • Build and sustain partnerships with healthcare providers, social service agencies, and community organizations to strengthen support networks for individuals served.

Lead Care Coordinator

Behavioral Health Network (BHN)
Springfield, USA
04.2019 - 09.2021
  • Trained and coached Care Coordinators, supporting onboarding and ongoing skill development.
  • Designed and delivered training programs across multiple modalities (virtual, in-person, hands-on) to meet diverse learning needs.
  • Identified performance gaps and implemented training solutions in collaboration with supervisors.
  • Served as Subject Matter Expert for workflows and program procedures, ensuring consistency and compliance.
  • Led by example in care management, problem solving, and quality improvement practices.

Care Coordinator

Behavioral Health Network (BHN)
Springfield, USA
09.2017 - 04.2019
  • Delivered telephonic, virtual, and in-person care coordination to address housing, healthcare, employment, and other social determinants of health.
  • Built strong, trusting relationships with individuals served through weekly outreach, home visits, and advocacy.
  • Connected individuals with emergency services, community resources, and long-term support systems.
  • Acted as primary contact for caseload, ensuring care plans and services were aligned with individual needs and goals.
  • Ensured safety and well-being of individuals served by addressing crises and consulting with program leadership.
  • Provided transportation when critical to accessing healthcare or essential services.

Education

Medical Billing & Coding

Branford Hall Career Institute
Springfield, MA
01.2007

Health Care Management

Springfield College
Springfield, MA

Skills

  • Bilingual: English/Spanish
  • Performance monitoring
  • Strong written and verbal communication
  • Maintains professionalism
  • Integrity
  • Ethical conduct
  • Proficient with Internet
  • Email systems
  • Electronic Health Records (EHRs)
  • Knowledge of mental illness
  • Treatment techniques
  • Substance use disorders
  • Social determinants of health
  • Experienced in leadership
  • Team supervision
  • Program management
  • Skilled in training development
  • Coaching
  • Workflow optimization
  • Data analysis
  • Care management

Certification

  • Massachusetts Real Estate Salesperson
  • CPR & First Aid Certified
  • CPI Certified
  • Motivational Interviewing

Languages

English
Professional
Spanish
Professional

Timeline

Staff Supervisor

Behavioral Health Network (BHN)
09.2020 - Current

Lead Care Coordinator

Behavioral Health Network (BHN)
04.2019 - 09.2021

Care Coordinator

Behavioral Health Network (BHN)
09.2017 - 04.2019

Medical Billing & Coding

Branford Hall Career Institute

Health Care Management

Springfield College

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