Jennifer Guzman
Feeding Hills,MA
Summary
Accomplished Quality Assurance Administrator at Sunshine Village. Demonstrated excellence in enhancing agency-wide quality standards, with a strong focus on client satisfaction and team training. Skilled in problem-solving and adaptability, significantly contributing to continuous improvement and compliance achievements. Additionally , compassionate and dedicated Case Manager with extensive experience in supporting individuals with Intellectual and Developmental Disabilities (IDD). Proven ability to develop and implement personalized care plans that promote independence, enhance quality of life, and encourage community integration. Skilled in collaborating with multidisciplinary teams to ensure comprehensive support for clients. Strong advocate for client rights and resources, committed to fostering a positive environment for personal growth and development. Excellent interpersonal skills, capable of building trusting relationships with clients, families, and service providers. Eager to positively impact the lives of individuals with IDD.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Assurance Administrator
Sunshine Village
04.2016 - Current
- Mentor management staff, fostering professional growth while increasing overall team productivity and effectiveness.
- Collaborate with all programs to ensure consistent quality standards throughout the entire agency.
- Manage timelines effectively to ensure all requirements met or exceeded client expectations without sacrificing quality standards.
- Maintain thorough documentation of Quality Assurance reviews,identified issues and continuous improvement efforts.
- Organized and lead training sessions for team members on processes, and best practices to ensure consistent application across agency department.
- Played an integral role in successful audits by maintaining detailed records of all Quality Assurance activities to demonstrate compliance regulations and standards.
- Assisted in developing company-wide quality assurance standards that were adopted across multiple departments, resulting in improved consistency and performance metrics.
- Applied coaching techniques and tools to support managers and team members in improving performance.
Case Manager
Sunshine Village
11.2009 - 04.2016
- Maintained accurate documentation on all client case, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored assigned ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Increased client satisfaction through diligent follow-up and personalized support.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Provided leadership, guidance and support to staff members.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Education
Bachelor of Science - Social Work
University of North Carolina At Wilmington
Wilmington, NC05-2026
Associate of Science - Human Service
Isothermal Community College
Spindale, NC05-2024
GED -
Westfield High Scool
Westfield, MA05-2022
Skills
- Client advocacy
- Excellent communication
- Internal audits
- Effective in multitasking, adaptability and flexibility
- Employee training
- Data collection
- Strong work ethic
- Problem-solving abilities
- Great Computer skills
- Time management
- Problem-solving
- Active listening/ Verbal and written communication
- Organization and multitasking
- Documentation and reporting
- Decision-making
- Positive attitude
- Email and telephone etiquette
- MS office/ Excel and Microsoft Word
- HIPAA compliance
- Report writing
- Empathy and compassion
- Teamwork and collaboration
Certification
- Certified Safety Care Trainer
- Certified in Mental Health Awareness (MHA)
- First Aid Certification
Timeline
Quality Assurance Administrator
Sunshine Village
04.2016 - Current
Case Manager
Sunshine Village
11.2009 - 04.2016
Bachelor of Science - Social Work
University of North Carolina At Wilmington
Associate of Science - Human Service
Isothermal Community College
GED -
Westfield High Scool