Lashay Aguilar

I would oversee the daily operations of residential homes by ensuring quality services, regulatory compliance, appropriate staffing, employee performance, budgeting, documentation, and client safety. Coordinates communication between staff, families, guardians, and support teams while managing investigations, employee coaching, scheduling, payroll review, and implementation of person-centered services.

• Oversee daily operations of assigned residential homes.
• Ensure services are delivered according to company policies and state regulations.
• Review incident reports, investigations, and corrective action plans.
• Coordinate staffing, scheduling, and on-call coverage.
• Monitor staff performance and provide coaching, training, and documentation.
• Complete employee evaluations and performance improvement plans.
• Review payroll and attendance for accuracy.
• Conduct home visits and quality assurance checks.
• Monitor client funds, budgets, and financial documentation.
• Ensure medication, medical appointments, and health needs are coordinated.
• Maintain communication with guardians, families, case managers, and interdisciplinary teams.
• Coordinated cross-departmental communication to streamline operations and enhance project efficiency.
• Assist with admissions, discharges, and client transitions.
• Support implementation of person-centered plans and behavioral supports.

• Assisted in maintaining compliance with healthcare regulations, company policies, and accreditation standards.
• Reviewed documentation for accuracy, completeness, and regulatory compliance.
• Maintained confidential compliance records and tracked required employee certifications and training.
• Supported internal audits, quality assurance activities, and corrective action plans.
• Helped develop and update policies, procedures, and compliance documentation.
• Monitored deadlines for regulatory requirements and ensured timely completion of compliance tasks.
• Collaborated with leadership and staff to promote compliance and reduce organizational risk.

• Provided administrative support to healthcare providers while ensuring efficient patient services.
• Scheduled appointments, coordinated referrals, and managed patient communications.
• Maintained accurate electronic medical records and protected patient confidentiality in accordance with HIPAA.
• Verified patient information, insurance, and required documentation.
• Assisted with care coordination between patients, providers, and community resources.
• Responded to phone inquiries, resolved scheduling issues, and provided excellent customer service.
• Supported daily clinic operations by maintaining organized records and ensuring timely completion of administrative tasks.
• Ensure compliance with licensing, agency policies, abuse/neglect reporting, and human resource requirements.

In addition to my role i also maintained the compliance and medical support assistant positions. The Job descriptions are lareted below.

• Assisted in maintaining compliance with healthcare regulations, company policies, and accreditation standards.
• Reviewed documentation for accuracy, completeness, and regulatory compliance.
• Maintained confidential compliance records and tracked required employee certifications and training.
• Supported internal audits, quality assurance activities, and corrective action plans.
• Helped develop and update policies, procedures, and compliance documentation.
• Monitored deadlines for regulatory requirements and ensured timely completion of compliance tasks.
• Collaborated with leadership and staff to promote compliance and reduce organizational risk.

• Provided administrative support to healthcare providers while ensuring efficient patient services.
• Scheduled appointments, coordinated referrals, and managed patient communications.
• Maintained accurate electronic medical records and protected patient confidentiality in accordance with HIPAA.
• Verified patient information, insurance, and required documentation.
• Assisted with care coordination between patients, providers, and community resources.
• Responded to phone inquiries, resolved scheduling issues, and provided excellent customer service.
• Supported daily clinic operations by maintaining organized records and ensuring timely completion of administrative tasks.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Managed and tracked service requests using CRM software to enhance response efficiency.
• Collaborated with team members to streamline processes, improving overall service delivery.
• Trained new representatives on company protocols and customer interaction best practices.
• Handling VA insurance and claims
• inbound calls

worked for the Company named i2c, Inc. a global provider of digital payment and banking technology offering a highly configurable SaaS platform for credit, debit and Prepaid cards.

• Implemented quality assurance measures to ensure high standards of customer satisfaction.
• Led initiatives to reduce response times, fostering a more efficient service environment.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.