Johana Berdecia
New Philadelphia,Pennsylvania
Summary
Dynamic Service Coordinator with a proven track record at Amcord Care, excelling in client advocacy and relationship building. Expert in developing individualized service plans and enhancing customer satisfaction through effective problem-solving. Recognized for streamlining processes, resulting in reduced client wait times and improved service delivery, committed to quality assurance and compliance. Diligent service coordinator with proven background in coordinating and managing service operations. Successfully streamlined workflows resulting in increased efficiency and enhanced customer satisfaction. Demonstrated ability in team collaboration and problem-solving. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Service Coordinator
Amcord Care
10.2022 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Assessed customer needs and developed solutions to meet needs.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Communicated with clients and service providers to provide updates on work progress.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Streamlined service coordination processes for improved team productivity and response times.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.
- Reduced client wait times by implementing an effective system for prioritizing urgent or time-sensitive requests.
- Developed comprehensive service plans for clients, leading to improved satisfaction and retention.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Ensured compliance with industry standards and regulations, maintaining company's reputation and avoiding penalties.
- Organized training sessions for staff, raising quality of customer service provided.
Care Coordinator
Americas Home Health Care Services
09.2018 - 01.2022
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- successfully conducted payroll for all employees on the designated payday.
- conduct audits of all departments to identify potential areas for improvement.
Home Health Caregiver
BAYADA
12.2013 - 01.2018
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with daily living activities, improving their overall quality of life.
- Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
- Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
- Developed strong relationships with patients and families through open communication channels and empathetic listening skills.
- Demonstrated adaptability when faced with unexpected situations or emergencies by implementing appropriate interventions quickly and efficiently.
- Supported emotional well-being through companionship services such as reading aloud or playing games together during downtime periods.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Coordinated meal planning based on dietary requirements and preferences, contributing to optimal nutritional intake for each patient.
- Promoted a positive atmosphere within the home setting by engaging patients in meaningful conversation and activities.
- Assisted disabled clients to support independence and well-being.
- Enhanced patient comfort by providing compassionate and attentive care.
- Implemented effective strategies for addressing behavioral issues related to dementia or other cognitive impairments.
Education
CNA Certification - Nursing
P&A Nursing School
Philadelphia, PA02-2013
Kensington Business
Philadelphia, PA01-2012
Skills
- Telephone communication
- Accurate recordkeeping
- Client advocacy
- Notetaking and documentation
- Team leadership
- Individualized service plans
- Service monitoring and evaluation
- Resource utilization
- Record preparation
- Needs assessment
- Status meetings
- Customer expectation management
- Ongoing client support
- Time management
- Active listening
- Problem-solving
- Organizational skills
- Multitasking Abilities
- Multitasking
- Task prioritization
- Relationship building
- Attention to detail
- Excellent communication
- Quality assurance
- Conflict resolution
- Audit reporting
- Decision-making
- Idea development and brainstorming
- Written communication
Languages
Spanish
Full Professional
Timeline
Service Coordinator
Amcord Care
10.2022 - Current
Care Coordinator
Americas Home Health Care Services
09.2018 - 01.2022
Home Health Caregiver
BAYADA
12.2013 - 01.2018
CNA Certification - Nursing
P&A Nursing School
Kensington Business
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