Overview
Work History
Timeline
CustomerServiceRepresentative
Jennifer A Christensen

Jennifer A Christensen

Wilmington,DE

Overview

29
29
years of professional experience

Work History

Client Relations Manager

Aging in Place Senior Care Services
Wilmington, DE
11.2023 - Current
  • Identifies and targets potential referral sources, including hospitals, physicians, nursing homes, and community organizations, to generate new client referrals.
  • Conducts in-depth consultations with prospective clients and their families to understand their care needs and present our services.
  • Builds and nurtures strong relationships with healthcare professionals, social workers, and other key influencers in the healthcare industry.
  • Develops and negotiates marketing strategies to promote our services, including attending community events, health fairs, and networking opportunities.
  • Maintains accurate and up-to-date records of sales activities, client interactions, and progress toward sales targets.
  • Serves as an advocate for our clients, ensuring their needs are met, and communicate any changes.
  • Performs Home Evaluations with current client base to maintain a safe environment ongoing.
  • Reviews resumes and interviews potential Direct Care Workers.
  • Processes Paperwork in compliance with State regulation for all new Direct Care Workers.
  • Conducts Orientation for all new employees.
  • Writes and presents Performance Evaluations on current Direct Care Workers.
  • Ensures that all Employee Records are maintained and up to date.

Member Service Representative

YMCA of Delaware
Wilmington, DE
06.2022 - 01.2024
  • Provide an excellent customer service experience to members and prospects.
  • Contribute to team effort by accomplishing related results as needed.
  • Manage effectively large amounts of incoming calls.
  • Engage members to help build sustainable relationships of trust through open and interactive communication.
  • Interact with customers in person, telephone, or email in order to provide information about membership, programs and services in a manner that is prompt, warm and friendly.
  • Address membership complaints and comments providing appropriate solutions and follow-up to ensure resolution and member satisfaction.
  • Other tasks as assigned.

Long Term Care Ombudsman

State of Delaware Division of Social Services
New Castle, DE
02.2022 - 11.2023
  • Resolves complaints made by or for residents of skilled and intermediate facilities, assisted living facilities, and rest residential.
  • Conducts routine visits to skilled and intermediate facilities, assisted living centers, and rest residential homes.
  • Provides information about the Ombudsman program to residents, family members, and stakeholders.
  • Conducts training and education as needed for volunteers, family members, long term care staff, and public.
  • Serves as a resource to Resident and Family Councils for information and guidance.
  • Participates in community and advocacy events promoting the Ombudsman Program, including volunteer events.
  • Acts as a liaison of the State Long-Term Care Ombudsman and collaborates with agencies and stakeholders.
  • Advocate for residents of Delaware who reside in the community receiving Medicaid Benefits.
  • Prepares narrative reports and collects data to analyze trends.
  • Participates on committees and workgroups.
  • Complete special projects as assigned.
  • Certified Advanced Care Planner
  • Ombudsman of the Year 2023

Hospitality Services Manager

HarborChase of Wilmington
Wilmington, DE
01.2021 - 02.2022
  • Design, plan and implement standards, policies, and programs that positively impact the delivery of service to our residents.
  • Solicit Resident and Employee feedback with regard to customer service standards and programming.
  • Ensures smooth and timely opening of the various eating establishments in the community.
  • Monitors and manages to ensure that diets of residents are up to date.
  • Works with Speech Therapy when residents need change in diet.
  • Inspects employees for completion of duties assigned.
  • Ensures that there is adequate staff in all eating establishments.
  • Conducts training sessions weekly, monthly and quarterly to the community.
  • Makes recommendation as to hiring, firing, advancement and or promotion of staff.
  • Provides supervision for special events.
  • ServeSafe Certified
  • Encourages teamwork.
  • Assists Residents in all aspects, to provide support when family are unavailable.
  • Community Tech Support for Residents and Staff.
  • Participates in At-Risk Meetings for the Community.
  • Communicates with Families to resolve concerns that may arise.
  • Manages Ultipro Time Management System for errors.
  • Relief Business Office Manager and Human Resource Manager.
  • Relief Director of Sales.

Sales Counselor

HarborChase of Wilmington
Wilmington, DE
07.2019 - 01.2021
  • Schedule, organize and conduct tours with prospective resident of senior providers for assisted living and memory care.
  • Meet all expectations of meaningful contacts, leases/contracts and occupancy.
  • Responds and follow-up with to all walk-ins, phone ins, mail-ins timely and appropriately.
  • Maintain a good working relationship with residents, families and professional providers of care.
  • Maintains a working knowledge of all software programs.
  • Manage move ins and move outs to achieve maximum revenue.
  • Treat each inquiry with value.
  • Meet all expectations of occupancy and budget.
  • Managers Property on a daily basis for punch list items.
  • Keeps Sales Director and or Executive Director informed of all sales activity daily.
  • Maintains Hot Board and census board.
  • Assist in development and execution of community events.
  • Communicates any special needs of the incoming resident to the appropriate personnel.
  • Keeps informed of all trends, developments, concepts and techniques in his/her field that affect product.
  • Works as Relief Business Office Manager.

General Nutrition Worker/Relief Assistant Manager

Brandywine School District
Wilmington, DE
01.2017 - 06.2019
  • Work in all areas of the kitchen as assigned by the Assistant Manager.
  • Alternating assignments in food preparation, on the serving line, cashiering, dishwashing and cleaning as directed by the Assistant Manager.
  • Follows safe food handling practices and maintain standards of health, sanitation and safety. Maintain personal cleanliness while in the performance of work duties.
  • Currently operates, cares for and clean School Nutrition equipment.
  • Responsible for the recording of food and/or supplies taken out from storerooms, refrigerators or freezers on a daily basis (perpetual inventory).
  • Pick up debris on floor and sweep School Nutrition area before, during and after meal service time.
  • Clean and sanitize cafeteria tables after meal service and on an as needed basis. Shall keep all work and storage areas clean.
  • Assists co-workers where help is needed and take the initiative to do whatever is necessary to expedite work in the kitchen.
  • Active participant in the promotion of the Brandywine School District School Nutrition program.
  • Performs other tasks and assume other duties as needed or as assigned by the Assistant Manager, Building Principal and the School Nutrition Supervisor/Specialist.
  • Acted as Relief Manager, supervising employees as well as closing out day end.

Assistant Food and Beverage Director

Foulk Manor North
Wilmington, DE
01.2013 - 01.2016
  • Supervised a staff of 40+ employees which include Cooks, Waitstaff, and Utility.
  • Ordered and Managed the monthly supply budget for the Food and Beverage Department.
  • Managed and Allocated Purchase Card for the entire facility.
  • Ensured that Residents are provided excellent Customer Service during their Dining Experience.
  • Entered and Maintained Mealtracker Software.
  • Conducted quarterly quality assurance surveys for Independent Living, Assisted Living and Healthcare.
  • Managed Healthcare to ensure that all State and Federal Regulations are being followed for annual inspections.
  • Performed Tours on an as needed basis.

Independent Living Manager

Foulk Manor North
Wilmington, DE
01.2010 - 01.2013
  • Ensured that new residents have all the tools they need to be successful in Independent Living.
  • Ensured that all Independent Living Residents have opportunities to continue to be Independent with services, reminders and activities.
  • Created monthly calendar for Independent Living in addition to creating the monthly newsletter for the Foulk Manor North Community.
  • Scheduled transportation for all in the community.
  • Assisted in processing information requests from Providers and Family Members of Residents.
  • Reviewed Health Information to manage Independent Living Resident files.
  • Participated in Facility Committees related to Residents Care.
  • Performed Tours when Marketing Manager was unavailable.

Healthy Generations Director

Foulk Manor North
Wilmington, DE
01.2008 - 01.2010
  • Supervised and assigns Activity Assistants to necessary tasks to ensure the highest quality of life for the residents.
  • Ensured that all documentation required by state and federal laws are completed and Five Star Policies are written and implemented in a timely fashion.
  • Prioritized tasks/responsibilities and completes duties within the time allotted.
  • Reviewed Calendars created by Staff to ensure the Residents have a well balanced Calendar of Activities for Independent Living, Assisted Living, Memory Care and for Skilled Care.
  • Performed Tours on an as needed basis.

Independent Living Concierge

Foulk Manor North
Wilmington, DE
01.2006 - 01.2008
  • Assisted Marketing Director with Tours and Special Events.
  • Created and Implemented Monthly Calendar for Independent Living Residents.
  • Transported residents to and from outside Activities.
  • Assisted Activities Department and Dietary Department for special events.

Accounts Payable and Receivable Specialist

Teleplan VideoCom
New Castle, DE
01.2005 - 12.2005
  • Responsible for entering, batching and coding all incoming invoices and checks.
  • Created monthly reports for managers and sales department.
  • Worked as a backup receptionist on an as needed basis.

Administrative Assistant

Advanced Litigation
Wilmington, DE
01.1999 - 12.2003
  • Responsible for all finance and accounting matters including payroll, accounts payable, accounts receivable, and quarterly financial statements while using QuickBooks Software.
  • Tracked and maintained rental equipment and for sale product inventory.
  • Created Microsoft Word, Excel and PowerPoint documents.

Nursing Administrative Assistant

Rydal Park Continuing Care
Rydal, PA
01.1998 - 12.1999
  • Provided support to the Director of Nursing and Assistant Director of Nursing.
  • Screened Applicants and made recommendations to the Director of Nursing.
  • Managed and analyzed the credentialing process.
  • Maintained the credentialing database to ensure that accurate and current information is available for the Nursing Department.
  • Prepared unit/departmental work schedule for up to 120 RN's, LPN's, and CNA's.

Shift Supervisor

Sunrise Assisted Living
Blue Bell, PA
01.1996 - 12.1998
  • Assisted in hiring process; training, and mentoring new employees.
  • Maintained schedule on a daily basis for 30 Care Managers.
  • Assigned and monitored employee care to residents.

Timeline

Client Relations Manager

Aging in Place Senior Care Services
11.2023 - Current

Member Service Representative

YMCA of Delaware
06.2022 - 01.2024

Long Term Care Ombudsman

State of Delaware Division of Social Services
02.2022 - 11.2023

Hospitality Services Manager

HarborChase of Wilmington
01.2021 - 02.2022

Sales Counselor

HarborChase of Wilmington
07.2019 - 01.2021

General Nutrition Worker/Relief Assistant Manager

Brandywine School District
01.2017 - 06.2019

Assistant Food and Beverage Director

Foulk Manor North
01.2013 - 01.2016

Independent Living Manager

Foulk Manor North
01.2010 - 01.2013

Healthy Generations Director

Foulk Manor North
01.2008 - 01.2010

Independent Living Concierge

Foulk Manor North
01.2006 - 01.2008

Accounts Payable and Receivable Specialist

Teleplan VideoCom
01.2005 - 12.2005

Administrative Assistant

Advanced Litigation
01.1999 - 12.2003

Nursing Administrative Assistant

Rydal Park Continuing Care
01.1998 - 12.1999

Shift Supervisor

Sunrise Assisted Living
01.1996 - 12.1998

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