Kelcey Plourde
Methuen,MA
Summary
Diligent Liaison professional with over 5 years of experience in the non-profit and health and human services industry. Honest and ethical with exceptional conflict resolution talents. Dedicated to handling all types of inquiries efficiently and effectively.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Care Transitions Liason
AgeSpan
11.2023 - Current
- Served as the primary point of contact for nursing home and rehab residents interested in returning back to the community.
- Collaborated with nursing and rehab staff, fostering strong relationships between facility social workers, consumers, and their families.
- Coordinated multiple facility family meetings and discharges simultaneously, ensuring safe transitions back to the community.
- Determined MassHealth waiver and other community program eligibility and assisted consumer with the application process.
- Maintained up-to-date knowledge of industry trends, including housing opportunities and community programs.
Home Care Manager
AgeSpan
05.2022 - 11.2023
- Managed a caseload of over 90 older adults in the home care program throughout the North Shore.
- Improved consumer satisfaction by implementing personalized care plans and providing consistent communication with families.
- Conducted home assessments of patient needs and environmental conditions and collaborated with home care professionals to create comprehensive care plans, optimizing consumer outcomes.
- Communicated regularly and coordinated with vendors and community agencies to meet the consumers needs.
- Collaborated with nursing, protective services and other agency departments to address consumer needs.
- Educated clients and families on community resources and home care services to better manage care at home.
- Developed strong rapport with consumers and families through empathetic listening and compassionate communication techniques.
Community Wellness Graduate Fellow
MIT Community Wellness
11.2021 - 05.2022
- Managed class descriptions, registration, and social media content across 3 platforms for Community Wellness and the MIT getfit fitness challenge.
- Supported Lead Program Assistant with on-campus promotions, marketing, and community engagement.
- Collaborated with team to optimize workflow and achieve objectives.
- Created and piloted a new walking challenge for fall step program with the goal of making the program more inclusive for the entire MIT community.
Department Coordinator - Facilities Services
Brandeis University
08.2019 - 08.2021
- Created and implemented a new onboarding protocol streamlining the process for new hires.
- Managed departmental budgets, ensuring accurate tracking of expenses and optimizing resource allocation.
- Processed weekly payroll submissions for over 90 employees utilizing Workday.
- Oversaw and managed employee uniform program.
- Developed and implemented training programs to enhance staff skills and productivity.
- Improved department efficiency by streamlining processes and implementing new organizational systems.
Assistant Property Manager
Boston Development Group
07.2018 - 08.2019
- Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
- Developed strong relationships with vendors, negotiating favorable contracts for cost-effective services.
- Served as point-of-contact between residents and building personnel thereby effectively managing daily concerns or inquiries.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
Tenant Services Coordinator
Boston Development Group
07.2017 - 07.2018
- Maintained a comprehensive database of tenant information, ensuring quick access to relevant details in case of emergencies or urgent issues.
- Reduced tenant turnover with consistent attention to detail in lease administration and renewal processes.
- Collaborated with maintenance teams to coordinate repairs and schedule preventive maintenance visits, minimizing disruption to tenants'' daily lives.
- Assisted in the development of community events, fostering a sense of belonging among residents.
Patient Services Representative
Spaulding Rehabilitation Hospital
08.2016 - 07.2017
- Managed and scheduled patient appointments for 8 Physical, Occupational, and Speech Therapists
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
Patient Navigator - River Region Human Services
National Health Corps of Northeast Florida
08.2015 - 07.2016
- Assisted patients in overcoming barriers to care, such as transportation, language, and financial challenges.
- Assisted patients in scheduling doctor and healthcare appointments.
- Increased patient engagement by developing culturally sensitive educational materials and outreach initiatives.
- Educated patients on insurance and healthcare plans.
- Held weekly safe-sex and HIV education classes.
Call Center Representative
Planned Parenthood of Northern New England
08.2014 - 08.2015
- 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.
- Scheduled appointments for patients at 21 clinics across Vermont, New Hampshire, and Maine and triaged patient questions and concerns
- Verified funding sources to provide financial assistance for patients when necessary.
Education
Master of Science in Community Health Education -
Merrimack College
North Andover, MA05.2022
Bachelor of Science in Family Studies & Human Development -
University of New Hampshire
Durham, NH05.2014
Skills
Assessment capabilities
Assertiveness
Mediation skills
Influencing skills
Policies and procedures implementation
Team Collaboration
Certification
Person-Centered Case Management Certificate Program
Boston University School of Social Work - 2023
Timeline
Care Transitions Liason
AgeSpan
11.2023 - Current
Home Care Manager
AgeSpan
05.2022 - 11.2023
Community Wellness Graduate Fellow
MIT Community Wellness
11.2021 - 05.2022
Department Coordinator - Facilities Services
Brandeis University
08.2019 - 08.2021
Assistant Property Manager
Boston Development Group
07.2018 - 08.2019
Tenant Services Coordinator
Boston Development Group
07.2017 - 07.2018
Patient Services Representative
Spaulding Rehabilitation Hospital
08.2016 - 07.2017
Patient Navigator - River Region Human Services
National Health Corps of Northeast Florida
08.2015 - 07.2016
Call Center Representative
Planned Parenthood of Northern New England
08.2014 - 08.2015
Master of Science in Community Health Education -
Merrimack College
Bachelor of Science in Family Studies & Human Development -
University of New Hampshire
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