ROSANA MORAIS
LAKE WORTH,FL
Summary
Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with a personable style and thorough approach. Talented Customer Support Manager offering expertise in resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Talented professional with expertise in the Trainer role. A dynamic public speaker is known for meeting demanding training schedules and exceeding management expectations. Considered an asset to any team. Flexible hard worker ready to learn and contribute to team success.
Overview
25
25
years of professional experience
1
1
Certification
Work History
CARE COACH 1
Humana Healthy Horizons
02.2020 - Current
- Visit Medicaid members in their homes, Assisted Living Facilities, and/or Long-Term Care Facilities and other care settings - 75-90% local travel
- Assesses and evaluates member's needs and requirements to establish a member-specific care plan
- Ensures members are receiving services in the least restrictive setting to achieve and/or maintain optimal well-being
- Planning and implementing interventions to meet those needs
- Coordinating services, and monitoring and evaluating the case management plan against the member's personal goals
- Guides members/families toward resources appropriate for their care
- Services are driven by facilitating interactions with other payer sources, providers, interdisciplinary teams, and others involved in the member's care as appropriate and required by our comprehensive contract.
ADMISSIONS COORDINATOR
Menorah House Nursing and Rehabilitation Center
11.2017 - 11.2018
- Manage inquiry process for one hundred and twenty-bed facility from hospitals, families, and referrals
- Provide appointments to new potential residents that included presentations, tours, and closings
- Maintain updated bed availability and facility services information
- Insurance verification, admissions intake
- Discharge planning, organizing facility events for referral sources and facility physicians and employees
- Participation in daily risk meetings to inform staff of admissions and discharges
- Responsible for collections, sales calls, and face-to-face assessments
- Created community events
- Responsible for the success of the facility's Census Growth.
BEHAVIORAL THERAPIST
Family Health Counseling Center Inc.
01.2016 - 11.2018
- Meet with clients in individual counseling and group sessions
- Use cognitive behavioral therapeutic techniques
- Help clients recognize and confront maladaptive behavioral patterns
- Document progress
- Complete all treatment notes and chart documentation
- Meet with the treatment team for each client on a weekly basis
- Provide individual counseling and group therapy sessions
- Always maintain patient confidentiality.
DIRECTOR OF OPERATIONS / EVENT PLANNER
Hampton Yachts Inc
01.2000 - 11.2017
- Assisting and setting up the operations and logistics involving the National Boat Show Circuit
- Manage a staff of over 100 customer service/data entry representatives
- Handle all HR functions including screening, hiring, and training staff
- Manage all customer service concerns matters
- Purchase, coordinate, and ensure timely delivery of necessary supplies needed on site
- Responsible for the overall safety of staff and security of clients' yachts valued at millions of dollars
- Communicated effectively (both written and verbal) to potential clients
- Conducted effective meetings with stakeholders of the company.
SERVICE COACH/WELCOME TEAM ASSISTANT
Christ Fellowship
02.2014 - 12.2016
- Volunteer selection process including interviewing, training, and scheduling volunteers
- Implement volunteer select, equip, relate, validate, and empower initiatives in the assigned ministry area
- Recruit, train, develop, resource, and empower a Children's Ministry Volunteer and a transition volunteer team
- Proven track record of building strong relationships with volunteers
- Experience working or volunteering in a fast-paced, child-friendly environment
- Managed of staff of over 100 volunteers.
Education
Master of Arts - Mental Health Counseling
Liberty University
Associate of Arts - Organizational Leadership
Kaleo - School of Leadership
03.2017
Bachelor of Arts - Psychology
South University West Palm Beach
12.2012
Associate of Arts - Education
Federal District University of Brasilia
12.1994
Skills
- Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes
- Flexible team player who thrives in environments requiring the ability to effectively prioritize and juggle multiple concurrent projects Proven relationship-builder with unsurpassed interpersonal skills Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings
- Proficient in Microsoft Word and PowerPoint
- Basic knowledge of Microsoft Excel and QuickBooks
- Knowledgeable with Virtual platforms such as Teams, Zoom, Webex
- Knowledgeable with Medication application (RFA)
- Knowledgeable with Medicare & Medicaid recipient
- Knowledgeable with the geriatric population
- Knowledgeable with health promotion, coaching, and wellness
- Knowledge of community health and social service agencies and additional community resources
- Frequent training in Diversity and inclusion
- Fluent in Portuguese, Spanish & English
- Public Speaking
- Proficient in delivering engaging and persuasive presentations to diverse audiences
Certification
- NCQA -National Committee for Quality Assurance
- Comprehensive Assessment 2.0 - 701B Certification
- Conflict of Interest
- Ergonomics Training
- I Am the Key to Integrity
- HAH - SNP - 2021 Annual Training
- Health Literacy - Health Numeracy
- Abuse, Neglect, And exploitation (ANE) Supplement 1
- Abuse, Neglect, And exploitation (ANE) Supplement 2
- Dementia Overview
- Understanding Cystic Fibrosis
- Understanding TBSCI
- Behavioral Observation and Screening - DCF
- Ethics in Psychology
- Disaster Planning & Responding to Emergency Situations
- Completed Substance Abuse (ASAM) and Domestic Violence
- Completed Power and Control BIP (Domestic Violence)
- HIPAA and Ethical Understanding
- Dealing with Resistance and Aggression Control
- Adult CPR Training - Emergency University
- Understanding HIV and Aids
- Identifying and Reporting Elder Abuse and Neglect - DCF
- Health, Safety and Nutrition - DCF
- Kaleo - School of Leadership
- Florida Real Estate License
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CARE COACH 1
Humana Healthy Horizons
02.2020 - Current
ADMISSIONS COORDINATOR
Menorah House Nursing and Rehabilitation Center
11.2017 - 11.2018
BEHAVIORAL THERAPIST
Family Health Counseling Center Inc.
01.2016 - 11.2018
SERVICE COACH/WELCOME TEAM ASSISTANT
Christ Fellowship
02.2014 - 12.2016
DIRECTOR OF OPERATIONS / EVENT PLANNER
Hampton Yachts Inc
01.2000 - 11.2017
Master of Arts - Mental Health Counseling
Liberty University
Associate of Arts - Organizational Leadership
Kaleo - School of Leadership
Bachelor of Arts - Psychology
South University West Palm Beach
Associate of Arts - Education
Federal District University of Brasilia
- NCQA -National Committee for Quality Assurance
- Comprehensive Assessment 2.0 - 701B Certification
- Conflict of Interest
- Ergonomics Training
- I Am the Key to Integrity
- HAH - SNP - 2021 Annual Training
- Health Literacy - Health Numeracy
- Abuse, Neglect, And exploitation (ANE) Supplement 1
- Abuse, Neglect, And exploitation (ANE) Supplement 2
- Dementia Overview
- Understanding Cystic Fibrosis
- Understanding TBSCI
- Behavioral Observation and Screening - DCF
- Ethics in Psychology
- Disaster Planning & Responding to Emergency Situations
- Completed Substance Abuse (ASAM) and Domestic Violence
- Completed Power and Control BIP (Domestic Violence)
- HIPAA and Ethical Understanding
- Dealing with Resistance and Aggression Control
- Adult CPR Training - Emergency University
- Understanding HIV and Aids
- Identifying and Reporting Elder Abuse and Neglect - DCF
- Health, Safety and Nutrition - DCF
- Kaleo - School of Leadership
- Florida Real Estate License
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