Jaclyn Dugan
Wallingford,PA
Summary
Dynamic leader with a proven track record at Mainline Health, adept in workforce management and cross-functional teamwork. Excelled in enhancing patient experiences and operational efficiency through strategic planning and empathetic leadership. Skilled in problem-solving and staff development, achieving significant improvements in team performance and customer satisfaction.
I have a pattern of moving up quickly and every organization that I have joined due to my strong work ethic and determination to succeed for the organization that I represent. All performance evaluations that I have received on a to five rating level I have always exceeded expectations with either a four (exceeds expectations) or a five (mentor). Every company that I have chosen to explore a professional relationship with I have stayed for years and help develop the team and organization as a whole.
Overview
26
26
years of professional experience
Work History
Manager of Clinical Support Services
Mainline Health
05.2022 - Current
- Developed and maintained relationships with customers and leadership through interpersonal business development relationships and communication.
- Created a 24/7 three shift team who ran and operated a residential facility.
- Managed and led multiple departments simultaneously in order to provide support to patients and their needs.
- Delivered and promoted the best possible Pt experience through patience, compassion and open minded thinking.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, staff as well as internal and external departments to keep everyone on same page and working toward established business goals.
Shift Supervisor
Mainline Health
09.2021 - 05.2022
- Resolved patient complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Completed scheduling and payroll duties.
- Helped management meet standards of service and quality in daily operations.
Drug and Alcohol Counselor
Prospect Medical Group
02.2019 - 09.2021
- Provided counseling and support to clients with drug and alcohol abuse issues.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Facilitated group and individual therapy in outpatient setting.
- Developed individual treatment goals based on history and diagnosis.
Certified Recovery Specialist
Crozer Chester Medical Center
01.2018 - 02.2019
- Conducted telephone admission screenings and offered related client assistance.
- Completed checklists, shift documentation and recordkeeping following agency policies and procedures.
- Directed client well-being checks and documented notes.
- Searched program participant belongings at admission and discharge or at supervisor's request.
Shift Leader
Friendlys Ice Cream
05.2000 - 08.2006
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Waitress Trainee
Friendlys Ice Cream
07.1998 - 05.2000
- Cultivated warm relationships with regular customers.
- Upsold high-profit items to enhance sales numbers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Bussed and reset tables to keep dining room and work areas clean.
Education
Communication Studies - Speech And Human Communication
Widener University
Chester, PA05.2006
Skills
- Workforce Management
- Staff Development
- Performance Management
- Strategic Planning
- Policy Implementation
- Operations Management
- Staff Training and Development
- Project Management
- Time Management
- Expectation setting
- Verbal and written communication
- Cross-Functional Teamwork
- Performance Evaluations
- Business Planning
- Team Leadership
- Complex Problem-Solving
- Staff Management
- Schedule Preparation
- Problem Solving
- Multitasking
- Big Picture Oriented
- Technology Savy
Timeline
Manager of Clinical Support Services
Mainline Health
05.2022 - Current
Shift Supervisor
Mainline Health
09.2021 - 05.2022
Drug and Alcohol Counselor
Prospect Medical Group
02.2019 - 09.2021
Certified Recovery Specialist
Crozer Chester Medical Center
01.2018 - 02.2019
Shift Leader
Friendlys Ice Cream
05.2000 - 08.2006
Waitress Trainee
Friendlys Ice Cream
07.1998 - 05.2000
Communication Studies - Speech And Human Communication
Widener University