Jennifer Catalano
Rome,GA
Summary
Results-driven Client Services Manager with expertise in operations management, employee coaching, and data analysis. Proven track record in enhancing client communication and streamlining processes for optimal clinical outcomes. Along with remaining professional in client services with strong experience in managing client relationships and ensuring long term client relationships. Skilled in team collaboration and communication, consistently achieving results through adaptability and problem-solving. Proficient in conflict resolution, project management, and fostering positive client outcomes. Reliable and flexible, with focus on meeting organizational goals and exceeding client expectations.
Overview
10
10
years of professional experience
Work History
Client Services Manager
Chicago Autism and Behavioral Specialist
Rome, GA
10.2023 - Current
- Coordinated scheduling of appointments for staff and client therapy sessions for the best clinical outcomes.
- Oversaw documentation processes, ensuring compliance with HIPPA regulatory standards and best practices.
- Built client relationships by responding to inquiries, identifying and assessing potential clients' needs for services, following up with potential clients and managing scheduling needs for existing clients.
- Maintained client files, records of client interactions, client notes, and other information in our EHR and CRM system.
- Worked with our internal insurance team to adhere to strict timelines for client treatment authorization and client billing.
- Enhanced client communication strategies, developing monthly newsletter to keep clients' families informed and engaged.
- Worked efficiently in our CRM system by tracking all clients on or off boarding, all staff on or off boarding, insurance authorizations, insurance appeals, client documentation updates, and monthly systems audits.
- Facilitated cross-departmental collaboration to address complex client issues more effectively.
- Maintained all clinical EHR and CRM systems. Auditing for accuracy every month by performing data analysis to ensure optimal proformance for clinical staff.
- Improved operational efficiency, streamlining internal processes and protocols.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Completed payroll bi monthly for 50 employees
Operations Manager
Surpass Behavioral Health
Marietta, GA
09.2022 - 10.2023
- Trained and mentored staff on best practices in behavioral health operations.
- Collaborated with multidisciplinary teams to address operational challenges effectively.
- Coordinated staff and client schedules to ensure optimal coverage and support the best clinical outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on client metrics to regional manager.
- Analyzed and reported on staff metrics to regional manager.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering reports on-time and within financial constraints.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Worked with our internal insurance team on strict timelines for treatment authorization and client billing.
- Completed payroll bi weekly for 15 employees
Lead Registered Behavior Technician and Student CM
Chicago Autism and Behavioral Specialist
Rome, GA
02.2020 - 09.2022
- Led team of Registered Behavior Technicians in implementing individualized treatment plans for clients.
- Developed and conducted training sessions to enhance staff skills in behavioral intervention techniques.
- Monitored client progress and adjusted strategies to improve outcomes based on data analysis.
- Collaborated with interdisciplinary teams to ensure comprehensive care for clients with autism spectrum disorders.
- Mentored new technicians, fostering professional development and enhancing service delivery quality.
- Evaluated program effectiveness through regular assessments, driving continuous improvement initiatives.
- Established communication protocols with families, facilitating support networks and enhancing client engagement.
- Incorporated play-based techniques into therapy sessions, making learning enjoyable while still meeting targeted objectives.
- Maintained detailed records of client progress, ensuring accurate documentation for reporting purposes.
- Developed strong rapport with clients, fostering trust and positive working relationships throughout the therapeutic process.
- Supported clients in achieving social skills development goals through targeted interventions and modeling.
- Utilized evidence-based methodologies within therapy sessions to promote optimal behavioral outcomes for clients.
- Conducted functional behavior assessments to inform tailored interventions and strategies.
- Coordinated with school staff for seamless integration of behavior support services within classroom environments.
- Assisted clients in generalizing learned skills, resulting in increased independence in daily life activities.
- Participated in continuing education opportunities, staying current on industry best practices and emerging research findings.
- Collected data on client behaviors, allowing for ongoing analysis and adjustments to treatment plans.
- Provided parent coaching sessions, empowering families with knowledge and tools to support their child''s progress at home.
- Contributed to the reduction of challenging behaviors by implementing proactive strategies across settings.
- Managed scheduling logistics for multiple cases simultaneously, optimizing time efficiency without compromising quality of service delivery.
- Enhanced client progress by creating and implementing individualized behavior intervention plans.
Receptionist Coordinator
Mount Berry Animal Hospital
Rome, GA
09.2015 - 02.2020
- Coordinated scheduling and appointments for multiple Doctors, ensuring efficient use of time and resources.
- Managed front desk operations, greeting visitors and checking in clients for their appointments
- Developed and maintained filing systems for critical documents, improving retrieval speed and accuracy.
- Trained new staff on reception protocols and office systems, fostering a collaborative work environment.
- Oversaw inventory management for office supplies and over the counter medications and supplements ensuring adequate stock levels while minimizing waste.
- Enhanced customer satisfaction by efficiently managing a high volume of incoming calls and greeting clients in a professional manner.
- Managed confidential information with discretion while processing sensitive documents such as employment applications or financial records.
- Expedited problem resolution for dissatisfied customers by escalating concerns to appropriate managers or supervisors when necessary.
- Ensured a welcoming environment for clients by maintaining a clean and organized reception area.
- Maintained up-to-date knowledge of company policies, procedures, and offerings to better serve clients and assist coworkers when necessary.
- Promoted a positive company image through courteous interactions with clients both over the phone or face-to-face encounters at the reception desk.
- Streamlined office processes for increased efficiency by organizing and maintaining schedules and appointments.
- Supported administrative staff by handling mail distribution, data entry tasks, and document preparation as needed.
- Improved client relations with exceptional communication skills, providing information on products and services as needed.
Education
Bachelor of Arts - Psychology
Walden University
Minneapolis, MN06-2027
Skills
- Analytical thinking
- Adaptability
- Work Planning and Prioritization
- Team collaboration
- Managing operations and efficiency
- Training and development
- Operations management
- Documentation and reporting
- Hiring and training
- Employee coaching and mentoring
- Schedule management
- Staff management
- MS office
- Multiple EHR and CRM systems
- Data analysis
- Report generation
- Report creation
- Lead generation
Timeline
Client Services Manager
Chicago Autism and Behavioral Specialist
10.2023 - Current
Operations Manager
Surpass Behavioral Health
09.2022 - 10.2023
Lead Registered Behavior Technician and Student CM
Chicago Autism and Behavioral Specialist
02.2020 - 09.2022
Receptionist Coordinator
Mount Berry Animal Hospital
09.2015 - 02.2020
Bachelor of Arts - Psychology
Walden University