JEANYNE HICKS
PHILADELPHIA,PA
Summary
Results-driven Service Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication skills.
Overview
9
9
years of professional experience
Work History
SERVICE COORDINATOR
AMERIHEALTH CARITAS / KEYSTONE FIRST CHC
07.2019 - Current
- Leading participant-centered assessments quarterly and annually that identify, coordinate, and assist participants in gaining access to needed services.
- Collecting data such as participants preferences, strengths, and goals to fully develop service plan
- Educating and assisting participants with obtaining non-covered medical services, community resources, social, housing, educational services and supports.
- Informing participants of their rights and responsibilities while assisting with complaints and grievances
- Advocating and working with participants in completing activities necessary to maintain health and safety while remaining in their home/community.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Communicated with clients and service providers to provide updates on work progress.
- Assessed customer needs and developed solutions to meet needs.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Developed efficient processes and procedures to achieve prompt delivery and completion of service projects.
- Gathered, organized and input information into digital database.
- Managing caseload of up to (116) participants.
SERVICE COORDINATOR
PA HOME CARE ASSISTANCE AGENCY
04.2018 - 06.2019
- Leading participant-centered assessments quarterly and annually that identify, coordinate, and assist participants in gaining access to needed services.
- Collecting information such as participants preferences, strengths, and goals to fully develop service plan.
- Educating and assisting participants about non-covered medical services, community resources, social, housing, educational services and supports.
- Informing participants of their rights and responsibilities while assisting with complaints and grievances.
- Advocating and working with participants in completing activities necessary to maintain waiver eligibility.
- Monitored PPL usage on monthly basis to confirm proper utilization of daily and weekly schedule.
SERVICE COORDINATOR
ACCURATE CARE SERVICES
02.2015 - 02.2018
- Led initial and quarterly face to face assessments with participants to determine home care hours and other needed services via HCSIS and SAMS.
- Provided information to participants to facilitate access to, locating, coordinating, and monitoring their needed services and supports
- Informed participants of their rights and responsibilities while assisting with complaints and grievances.
- Developed service plans in HCSIS and SAMS that detailed participants preferences, strengths, and goals.
- Advocated for and worked with participants in completing activities necessary to maintain their HCBS waiver eligibility.
- Monitored PPL usage on a monthly basis to confirm proper utilization of daily and weekly schedule.
- Communicated with clients and service providers to provide updates on work progress.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Coordinated and monitored service activities to confirm work met all requirements.
- Assessed customer needs and developed solutions to meet needs.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Developed efficient processes and procedures to achieve prompt delivery and completion of service projects.
- Developed and maintained database of service providers and vendors for easy and quick access to list of qualified providers for different jobs.
- Established and maintained service schedules for several projects to help plan organize workload.
- Developed and implemented training programs for service personnel to improve individual capabilities and enhance team performance.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
SERVICE COORDINATOR
CEDAR WOODS CARE MANAGEMENT
03.2014 - 02.2015
- Conducted initial and quarterly face to face assessments with (120) participants to confirm need for specific services while maintaining their independence in the community with ADL and IADL limitations.
- Developed service plans in HCSIS and SAMS that detailed participants preferences, strengths, and goals.
- Conducted on going monitoring of participants services via phone calls, correspondence to providers and vendors.
- Assisted participants with maintaining waiver eligibility for HCBS.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Assessed customer needs and developed solutions to meet needs.
- Coordinated and monitored service activities to confirm work met all requirements.
Education
Bachelor of Arts - Apparel Design
Moore College of Art & Design
Philadelphia05.2008
Skills
- 9 years of experience in LTSS
- Articulate communication skills and attention to detail
- Adaptability and Flexibility
- Inspect Completed Work
- Train Workers
- Proficiency in Office Programs
Timeline
SERVICE COORDINATOR
AMERIHEALTH CARITAS / KEYSTONE FIRST CHC
07.2019 - Current
SERVICE COORDINATOR
PA HOME CARE ASSISTANCE AGENCY
04.2018 - 06.2019
SERVICE COORDINATOR
ACCURATE CARE SERVICES
02.2015 - 02.2018
SERVICE COORDINATOR
CEDAR WOODS CARE MANAGEMENT
03.2014 - 02.2015
Bachelor of Arts - Apparel Design
Moore College of Art & Design
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