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
Media, PA
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
Media, PA
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
Upland, Pa
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
Upland, PA
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
Media, PA
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
Media, PA
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