Jessica Vicencio
Los Angeles,CA
Summary
Results-driven leader with 8 years of experience in service coordination, staff mentoring, and process improvement. Skilled at guiding cross-functional teams, supporting complex case management, and streamlining workflows to enhance compliance, efficiency, and consumer outcomes.
Overview
10
10
years of professional experience
Work History
Adult Consumer Service Coordinator
North Los Angeles Regional Center
07.2024 - Current
- Collaborate with the SDP Specialist to coordinate planning, support the budget, and assist consumers during transitions into and out of SDP.
- Collaborate with vendors, FMS providers, and independent facilitators to complete SDP processes and resolve service-related issues.
- Mentor and coach CSC colleagues, providing feedback to improve IPP facilitation, documentation quality, and compliance.
- Meet with consumers to develop and update Individual Program Plans (IPPs), documenting progress, outcomes, and behavioral trends.
- Support case transfers, consumer placement, and assist with sensitive cases to ensure smooth transitions for consumers.
- Serve as a liaison to residential group homes, meeting with consumers and administrators to ensure consistent care and support.
Scheduling Coordinator
Evolve Treatment Centers
10.2022 - 05.2023
- Developed and implemented new digital scheduling and documentation procedures, increasing administrative efficiency by 20%.
- Managed sensitive scheduling and personnel documentation in compliance with internal protocols and state regulations.
- Led hiring processes including candidate evaluations, onboarding, and documentation of staff performance reviews.
- Analyzed operational data to generate reports and support planning and compliance audits.
Program Coordinator
Health Net Inc.
01.2019 - 03.2020
- Managed the intake and processing of over 40 PPO, Medicare, and Medi-Cal cases daily, including extensive documentation and digital record handling.
- Ensured all program documentation complied with HIPAA, state, and internal regulatory standards.
- Assessed and optimized documentation workflows, identifying inefficiencies in file categorization, reporting procedures, and case tracking.
- Partnered with management to audit and improve quality and consistency in documentation processes.
Lead CSR - State Health Programs
Health Net Inc.
09.2015 - 12.2019
- Supervised a team of 10–15 customer service representatives, overseeing documentation and quality of case records, customer interactions, and follow-up actions.
- Trained staff on proper documentation procedures, privacy compliance, and workflow tracking; improved adherence to service-level standards by 25%.
- Created and maintained detailed tracking logs, dashboards, and reports used by leadership to identify documentation gaps and process bottlenecks.
- Collaborated with internal departments (Claims, IT, Provider Relations) to resolve escalated documentation and claims issues.
- Regularly reviewed and approved staff documentation for quality assurance and regulatory compliance.
Education
MBA - Healthcare Leadership
University of South Carolina
Columbia, SC03-2026
Skills
- Person-Centered Planning
- Staff Training & Coaching
- Regulatory Compliance (DDS, HIPAA, CMS Guidelines)
- Service Coordination & Program Evaluation
- Cross-functional Collaboration
- SDP Coordination & Consumer Support
- Interdisciplinary Meeting Facilitation
- Service Coordination & Advocacy
- Data Analysis & Reporting
- Conflict Resolution & Problem Solving
Languages
English
Professional Working
Timeline
Adult Consumer Service Coordinator
North Los Angeles Regional Center
07.2024 - Current
Scheduling Coordinator
Evolve Treatment Centers
10.2022 - 05.2023
Program Coordinator
Health Net Inc.
01.2019 - 03.2020
Lead CSR - State Health Programs
Health Net Inc.
09.2015 - 12.2019
MBA - Healthcare Leadership
University of South Carolina
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