Karen Mencia
Linden,NJ
Summary
Experienced and dedicated Home Care Professional with extensive experience in the coordination, planning and support of daily operational, and administrative functions. Proficient in Microsoft Office, Sandata Santrax, HC Plus, ARROW, HHA Exchange.
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
23
23
years of professional experience
Work History
Team Lead – Client Care Coordinator
Platinum health care agency
Brooklyn , Ny
08.2023 - 03.2025
- Led team in daily operations and workflow management.
- Coordinated project timelines and resource allocation among team members.
- Facilitated training sessions for new employees on company policies.
- Developed and implemented process improvements to enhance productivity.
- Monitored team performance and provided constructive feedback regularly.
- Collaborated with cross-functional teams to ensure alignment on objectives.
- Resolved conflicts within the team to maintain a positive work environment.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Maintained accurate records of employee attendance and task completion times.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Ensured compliance with industry standards and regulations.
- Offered training and support to keep team members motivated and working toward objectives.
- Reviewed completed work to verify consistency, quality, and conformance.
Team Lead – Client Care Coordinating Supervisor
Elara Home Care Agency
Forest Hills, N.Y.
01.2013 - 08.2023
- Led team in providing high-quality patient care services.
- Trained new employees on company policies and procedures.
- Conducted regular team meetings to discuss workflow improvements.
- Implemented best practices for patient safety and satisfaction protocols.
- Monitored and evaluated staff performance to maintain service standards.
- Collaborated with healthcare professionals to enhance service delivery.
- Resolved conflicts and promoted a positive team environment efficiently.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified opportunities for process improvements, implementing changes when required.
- Motivated staff through positive reinforcement techniques.
- Ensured compliance with company policies and procedures throughout the team.
- Developed strategies to increase team productivity and improve customer service levels.
Call Center Supervisor
Elara Home Care Agency
Forest Hills, N.Y.
01.2015 - 01.2016
- Supervised team of 8 Receptionist
- Report the name of agency field personnel who will be providing services to contract clients
- Report replacement field personnel
- Implement Contact Strategy with contract personnel
- Participate in case conferences and team meeting as required
- Handled incoming and outgoing calls, pertaining to client concerns and Home Health Aide issues
- Provide assistance to payroll coordinator to ensure accurate preparation and processing duty sheets.
- Schedule and update all cases on a daily basis in the agency computer system.
- Assist in the preparation of office operational plan and participate in plan implementation
- Assist the Compliance Department with notification to field personnel of pending compliance requirements
- Supervised daily operations of call center team at health care services.
- Trained new staff on customer service protocols and system usage.
- Coordinated schedules to optimize team coverage during peak hours.
- Resolved escalated customer issues with empathy and professionalism.
- Conducted performance evaluations to provide constructive feedback to staff.
- Implemented process improvements to enhance client communication efficiency.
- Monitored calls for quality assurance purposes.
- Facilitated regular team meetings to encourage collaboration and address concerns.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Participated in hiring interviews and selection process for new team members.
- Investigated difficult or complex inquiries from customers.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Collaborated with other departments to develop solutions for customer needs.
Client Care Coordinating Supervisor
Allen Health Care Services
Forest Hills, N.Y.
01.2010 - 01.2013
- Interact with agency contracts for the following
- Report the name of agency field personnel who will be providing services to contract clients
- Report replacement field personnel
- Implement Contact Strategy with contract personnel
- Participate in case conferences and team meeting as required
- Handled incoming and outgoing calls, pertaining to client concerns and Home Health Aide issues
- Provide assistance to payroll coordinator to ensure accurate preparation and processing duty sheets.
- Schedule and update all cases on a daily basis in the agency computer system.
- Assist in the preparation of office operational plan and participate in plan implementation
- Assist the Compliance Department with notification to field personnel of pending compliance requirements
Continuation of Care Coordinator
Premier Home Health Care Services, Inc.
Kew Gardens, N.Y.
01.2010 - 12.2010
- Interact with agency contracts for the following
- Report the name of agency field personnel who will be providing services to contract clients
- Report replacement field personnel
- Implement Contact Strategy with contract personnel
- Participate in case conferences and team meeting as required
- Handled incoming and outgoing calls, pertaining to client concerns and Home Health Aide issues
- Provide assistance to payroll coordinator to ensure accurate preparation and processing duty sheets.
- Perform the payroll function when the payroll coordinator is off duty or such a position is not in the branch location.
- Schedule and update all cases on a daily basis in the agency computer system.
- Assist in the preparation of office operational plan and participate in plan implementation
- Assist the Compliance Department with notification to field personnel of pending compliance requirements
Special Programs Supervisor
Partners In Care Home Care Agency
New York, N.Y.
01.2009 - 12.2010
- Managed coordination of specialty immunization programs, including an entire Corporate Flu program, CUNY MMR programs, and other specialty immunization programs from start to finish
- Negotiated contracts with vendors
- Managed staffing and delivery schedule of supplies to ensure seamless program delivery
- Maintained proper storage of vaccines and managed supply inventory
- Managed nurse payroll to ensure timely and accurate payroll process
- Monitored weekly reports to manage productivity and assist with budgeting
Client Services Supervisor for Private Care
Partners In Care Home Care Agency
New York, N.Y.
01.2008 - 12.2009
- Managed incoming calls from referral sources or potential clients
- Determined potential clients needs by connecting with them and assessing their situation and recommended services to meet those needs
- Completed comprehensive client profiles in an automated system to prepare for clinical oversight and assisted in the determination of whether clients were appropriate for home care
- Ensured superior customer service by adhering to strict department guidelines for all callers
- Contacted all pending clients to determine interest in private care services and attempted to 'sell' services
- Identified alternative community resources for callers when Partners in Care was unable to meet service requirements
- Identified payment source and verified long term care benefits with callers as necessary
- Monitored and tracked patient satisfaction levels through telephonic surveys
Supervisor
Partners In Care Home Care Agency
New York, N.Y.
01.2003 - 12.2008
- Interact with agency contracts for the following
- Report the name of agency field personnel who will be providing services to contract clients
- Report replacement field personnel
- Implement Contact Strategy with contract personnel
- Participate in case conferences and team meeting as required
- Provide assistance to the payroll coordinator to ensure accurate preparation and processing duty sheets
- Assisted the compliance Department with notification to field personnel of pending compliance requirements
- Handled incoming and outgoing calls, pertaining to client concerns and Home Health Aide issues
- Prepared and reviewed reports.
- Schedule and update all cases on a daily basis in the agency computer system.
Home Care Coordinator
Patient Care Home Care Agency
New York, N.Y.
01.2002 - 01.2003
- Provide assistance to the payroll coordinator to ensure accurate preparation and processing duty sheets
- Assigned Home Health Aides and maintained client database
- Handled incoming and outgoing calls pertaining to clients concerns and Home Health Aide issues
- Assisted the compliance Department with notification to field personnel of pending compliance requirements
- Coordinated patient care schedules for home health aides and clients.
- Managed documentation of patient records and care plans accurately.
- Developed strategies to improve patient satisfaction and service delivery.
- Monitored compliance with regulatory standards in home care services.
- Maintained accurate records of all interactions with clients including notes on patient progress and changes in condition.
- Developed and maintained relationships with clients, families, and medical professionals to coordinate services for home care patients.
Education
Word Processing Certificate -
Drake Business School
Astoria, N.Y.01.2003
Skills
- Team leadership
- Employee training
- Scheduling management
- Conflict resolution
- Performance evaluation
- Customer service
- Patient safety protocols
- Case management
- Communication skills
- Data entry accuracy
Timeline
Team Lead – Client Care Coordinator
Platinum health care agency
08.2023 - 03.2025
Call Center Supervisor
Elara Home Care Agency
01.2015 - 01.2016
Team Lead – Client Care Coordinating Supervisor
Elara Home Care Agency
01.2013 - 08.2023
Client Care Coordinating Supervisor
Allen Health Care Services
01.2010 - 01.2013
Continuation of Care Coordinator
Premier Home Health Care Services, Inc.
01.2010 - 12.2010
Special Programs Supervisor
Partners In Care Home Care Agency
01.2009 - 12.2010
Client Services Supervisor for Private Care
Partners In Care Home Care Agency
01.2008 - 12.2009
Supervisor
Partners In Care Home Care Agency
01.2003 - 12.2008
Home Care Coordinator
Patient Care Home Care Agency
01.2002 - 01.2003
Word Processing Certificate -
Drake Business School