LATOYA RICHARD
Brooklyn,NY
Summary
Dedicated individual skilled in scheduling appointments and responding to customer inquiries in a timely manner. Proven ability to efficiently plan and coordinate service activities to meet customer needs. Possesses a highly organized and detail-oriented approach to ensure customer satisfaction. Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Dynamic professional adept at problem solving and conflict resolution to ensure positive client outcomes. Skilled in developing and executing case plans to facilitate attainment of goals. Proven track record of coordinating services for individuals with disabilities in the community. Exceptional ability to engage with clients and build positive relationships.
Overview
13
13
years of professional experience
Work History
Senior Coordinator
Edison Homecare
12.2023 - 12.2025
- Supervised and supported a team of coordinators to ensure daily operations ran smoothly and efficiently.
- Oversaw scheduling for caregivers and clients, ensuring proper coverage, minimizing missed visits, and approving overtime when necessary.
- Collaborated closely with the Intake Department to review and accept new cases, verify documentation, and ensure accurate case setup in the system.
- Coordinated with the Billing Department to complete weekly pre-billing and resolve discrepancies to ensure accurate caregiver payments and client billing.
- Assisted with staffing NHTD (Nursing Home Transition and Diversion) cases and ensured timely acceptance and staffing.
- Provided ongoing training, guidance, and performance support to coordinators to maintain compliance and service quality standards.
- Acted as a liaison between departments (Intake, Billing, Compliance, HR) to promote efficient communication and process improvement.
- Monitored caseload activity, addressed scheduling conflicts, and proactively staffed ahead to prevent service interruptions.
Team Lead Coordinator
Nursing Personnel
10.2021 - Current
- Educated patients and families on chronic illness management, recommending helpful tools and resources.
- Reported on care plans, patient utilization and activities in electronic medical records and state documentation.
- Established work schedules and assignments for staff, accorded to workload, space, and equipment availability.
- Recruited and trained home health workers to serve people with intellectual, physical and mental health issues.
- Reevaluated situations to identify additional patient needs not addressed in current care plan.
- Logged details of customer service calls in computer system following correct protocols.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Logged details of customer service calls in computer system following correct protocols.
- Developed strong customer relationships and loyalty through effective communication.
- Provided superior customer service by responding promptly to inquiries and resolving client issues in a timely manner.
- Managed large volumes of data while ensuring accuracy and completeness of information entered into databases.
- Ensured compliance with applicable regulations through regular audits and reviews.
- Conducted regular meetings with team members to review performance, discuss issues, and provide guidance.
- Utilized problem-solving techniques when dealing with difficult customers or challenging situations.
- Recruited, interviewed, and hired volunteers and staff.
- Provided training sessions for new hires on how to use the software tools efficiently and effectively.
- Monitored employee attendance records and took corrective actions if needed.
- Analyzed customer feedback data to identify areas for improvement and develop strategies to increase satisfaction levels.
- Ensured compliance with company standards as well as applicable laws and regulations related to customer service operations.
- Responded to customer inquiries in a timely and professional manner.
- Generated weekly reports to inform management on service performance.
Case Manager/Coordinator
Royal Care
05.2017 - 02.2020
- Educated patients and families on chronic illness management, recommending helpful tools and resources.
- Offered health counseling to participants and families to achieve goals.
- Reported on care plans, patient utilization and activities in electronic medical records and state documentation.
- Developed and implemented organizational policies and procedures for facility and medical unit.
- Supervised and evaluated work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.
- Logged details of customer service calls in computer system following correct protocols.
- Developed strong customer relationships and loyalty through effective communication.
Staffing Coordinator
Best care
03.2013 - 05.2017
- Responded to telephone inquiries and complaints following standard operating procedures.
- Logged details of customer service calls in computer system following correct protocols.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Maintained accurate records of client care plans, assessments, service authorizations and related documents according to agency standards.
- Coordinated scheduling of staff for home visits, ensuring adequate coverage for all clients.
Education
High School Diploma - undefined
High School For Youth & Community Development
Brooklyn, NY06.2011
Skills
Supported and supervised coordinator team operationsManaged caregiver scheduling and approved overtimeEnsured timely staffing and coverage for all casesCollaborated with Intake to accept and enter new cases accuratelyCoordinated with Billing to complete weekly pre-billingAssisted with NHTD case acceptance and staffingAddressed missed visits and maintained service complianceTrained and supported coordinators to meet performance goalsPartnered with multiple departments for workflow efficiency
Timeline
Senior Coordinator
Edison Homecare
12.2023 - 12.2025
Team Lead Coordinator
Nursing Personnel
10.2021 - Current
Case Manager/Coordinator
Royal Care
05.2017 - 02.2020
Staffing Coordinator
Best care
03.2013 - 05.2017
High School Diploma - undefined
High School For Youth & Community Development