Lucia Wilson

• Special Projects Operations: Experience in high-impact, cross-departmental projects that address critical and underdeveloped issues
• Spearheaded two pilot projects in Uber Eats, one of which has successfully launched into full service within the platform.
• Training & Expertise: Served as a Subject Matter Expert in multiple processes , providing comprehensive training to new agents and contributing to the development of project-specific knowledge and best practices.

Contracted call center representative for LHI/OptumServe patients through The Judge Group.

• Managed consistently fluctuating volume of inbound patients to schedule Covid testing and, when made available, Covid vaccine sites.
• Maintained communication between site personnel for accurate updates on testing and vaccine site changes (such as closures due to weather, inventory, and time slot vacancy).
• Operated under CDC guidelines to schedule correct vaccine, ensuring patient meets certain requirements for vaccinations under regulations given at time of scheduling
• Acted as Subject Matter Expert, often sharing updates and answering questions via chat with remote team members

• Assisted clients with daily living needs to maintain self-esteem and general wellness. Maintained clean, safe, and well-organized patient environment. Ratios for clients varied from general supervision to 1:1 and occasionally 2:1.
• Designed and implemented workforce and interpersonal skill training such as money management, inventory, and customer interaction in onsite cafe run by clients with staff assistance.
• Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
• Encouraged and supported clients to participate in community, recreational, and volunteer activities to promote social interactions.

In addition to Habilitation Tech II responsibilities:

• PM Lead under Supervisor for a team of 2-6 staff members. Responsible for daily task scheduling, nightly debriefing between shift leads, and new hire training.
• Designed and implemented program activities in collaboration with case manager and care team to develop behavior treatment and life skills.
• Stakeholder Management: Maintained positive report as Point of Contact for guardians to establish trust and transparency in client care. Ensured clear verbal and written communication with all stakeholders regarding client care and incident report resolution.
• Auditing & Compliance: Conducted monthly and bi-annual audits of programs and medication to ensure compliance with regulatory standards.

• Maintain daily documentation of client progress, ensuring accurate records to support quality of life for state group home of up to 8 clients.
• Investigate and document incidents, preparing reports and following up with relevant entities to ensure issue resolution.
• Perform routine daily tasks with and for clients with disabilities, providing hands-on support and assistance to meet their daily needs and promote quality of life.
• Follow doctor treatment plans and administering medication
• Maintained safety, respect and dignity within accordance to HIPPA laws
• Assist clients with chronic illnesses including, but not limited to, COPD, Diabetes, seizures, and behavioral issues
• Assisting with client use of CPAP
• PM shift with rotational NOC shift coverage
• Transported and escorted program participants to and from activities and on field trips.
• Liaised with community organizations to promote recreational activities.