JESSE M. CASTILLO
Phoenix,Arizona
Summary
Results-driven Program Coordinator with over two years of leadership experience in behavioral health and developmental disability services, demonstrating a proven track record of advancement from Driver to Reception Support to Program Coordinator at iCare Health Services LLC. Recognized for strong performance and unwavering dedication, with expertise in operations management, staff supervision, scheduling, transportation coordination, compliance, and family communication. Bilingual professional dedicated to enhancing program effectiveness and empowering teams to achieve goals. Committed to fostering a supportive environment that promotes growth and positive outcomes for clients and staff.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Program Coordinator
iCare Health Services LLC
01.2024 - 09.2026
- Coordinate day treatment (DTA) and after-school (DTT) program daily operations across multiple locations.
- Directed staff scheduling and training alongside assignment supervision to sustain quality care and guarantee compliance.
- Coordinated transportation schedules, organized member attendance, and managed vehicle maintenance to enhance operational efficiency.
- Coordinated communication among families, guardians, schools, and support coordinators.
- Confirmed compliance with DDD regulations through structured documentation, incident report administration, and audit execution.
- Scheduled program activities, meetings, and events to improve participant engagement and drive growth.
- Advanced from driver to reception support to program coordinator.
- Oversaw daily program operations, arranged staff onboarding and training, and ensured responsive support and coverage based on client needs.
- Monitored service delivery documentation for accuracy, completeness, and compliance with care standards.
- Collaborated with interdisciplinary teams to resolve client issues and maintain continuity of services.
- Tracked referrals, authorizations, and follow-up tasks to support timely program execution.
- Prepared reports, rosters, and case updates for leadership review and operational planning.
- Supported staff onboarding program processes, documentation, and service protocols.
- Coordinated regular team meetings to discuss progress updates, mitigate challenges, and brainstorm solutions for continued success.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Supported program participants with exceptional customer service by maintaining prompt response times and offering attentive help with inquiries or concerns.
Call Center Representative
SimonMed Imaging
01.2023 - 01.2024
- Assisted patients with insurance, appointment preparation, and facility information.
- Guided patients through insurance verification, appointment preparation, and facility services.
- Addressed patient concerns and recorded all interactions to ensure accurate follow-up.
- Managed high-volume inbound calls, scheduling imaging appointments and directing patients to appropriate service lines.
- Verified insurance details and authorization requirements to support accurate patient intake and eligibility processing.
- Resolved appointment, registration, and billing inquiries with clear communication and professional call handling.
- Updated patient records in scheduling systems while maintaining accuracy, confidentiality, and compliance standards.
- Monitored call quality and improved response consistency through feedback, coaching, and process reinforcement.
- Escalated complex patient concerns and service issues to appropriate departments for timely resolution.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Direct Support Professional
Unified Residential Homes
01.2021 - 01.2023
- Facilitated daily living skills and behavioral support for adults with developmental disabilities in residential and day program settings, enhancing their independence.
- Administered medication and provided behavioral support, ensuring compliance with health and safety standards.
- Documented progress and collaborated with healthcare teams to develop personalized care plans.
- Supported daily living activities, ensuring client dignity, safety, and consistent care delivery.
- Administered medications accurately while following care plans and documentation requirements.
- Monitored behavior patterns and applied de-escalation techniques during challenging situations.
- Assisted clients with personal hygiene, meal preparation, and household routines.
- Documented care activities, incidents, and progress notes with accuracy and timeliness.
- Mentored new staff on support procedures, client needs, and communication standards.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
Shift Manager
McDonald’s
01.2020 - 01.2022
- Supervised daily operations, leading a team to achieve high customer satisfaction.
- Trained new employees on food safety and operational standards to maintain compliance.
- Oversaw cash handling procedures in daily operations.
- Supervised crew shifts, assigned tasks, and maintained service standards during peak periods.
- Trained new crew members on station procedures, food safety, and customer service expectations.
- Monitored food preparation, product quality, and order accuracy to support consistent guest experience.
- Coordinated opening and closing routines, ensuring readiness for service and secure shutdown.
- Resolved customer concerns promptly, restoring satisfaction and protecting brand reputation.
- Controlled inventory levels, restocked supplies, and reduced waste through careful product rotation.
- Trained and mentored new employees to maximize team performance.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
Education
Bachelor of Behavioral Health Science - Behavioral Sciences
South Mountain Community College
Phoenix, AZHigh School Diploma -
Tolleson Union High School
Tolleson, AZ01-2021
Skills
- Program Coordination
- Operations Management
- Regulatory Compliance
- Documentation & Reporting
- Incident Reporting
- Logistics Management
- Scheduling & Calendar Management
- Team leadership
- Employee development
- Microsoft Office Suite
- Google Workspace
- Customer relations
- Problem solving
- Conflict Resolution
- Bilingual: English & Spanish
Accomplishments
- Supervised a team of 15 staff members.
- Supervised a program of 15-20 clients.
- Documented and addressed client behaviors.
Certification
- CPR / First Aid Certified
- Medication Administration Certified
- Direct Care Worker (DCW) Certified
- Prevention & Support Certified
- Article 9 Certified
- Arizona Fingerprint Clearance Card
- Medical Assisting Certificate
- Time Management & Organization Badge
- Accelerated Learning & Memory Badge
- Agency & Internal Locus of Control Badge
- Crucial Thinking & Adaptability Badge
- Social & Emotional Intelligence Badge
LANGUAGES
English (Fluent)
Spanish (Fluent)
Timeline
Program Coordinator
iCare Health Services LLC
01.2024 - 09.2026
Call Center Representative
SimonMed Imaging
01.2023 - 01.2024
Direct Support Professional
Unified Residential Homes
01.2021 - 01.2023
Shift Manager
McDonald’s
01.2020 - 01.2022
Bachelor of Behavioral Health Science - Behavioral Sciences
South Mountain Community College
High School Diploma -
Tolleson Union High School
Personal Information
Title: PROGRAM COORDINATOR | OPERATIONS & ADMINISTRATION