Marissa Herrera

• Responsible for managing quality care, customer service, employee performance, and overall customer satisfaction for our valued clients.

• Utilize management, hiring, disciplining employees as appropriate, oversee scheduling, identify problems, and implement proactive solutions to drive optimum outcomes and quality services for clients served.

• Resolve client-related issues including contacting both internal and external customers to address matters affecting utilization.

• Partner/communicate with all members of the client’s circle of care which may include, but is not limited to, family members, assigned Power-of-Attorney spokesperson, community partners and related agencies.

• Manage diverse payor sources, ensure proper documentation and record-keeping for agency payers.

• Conduct periodic home visits and safety checks.

• Oversee creation of caregiver and field-staff schedules to impact quality related to client care.

• Maintain strong, positive relationships with referral partners, payor sources, and clients.

• Direct and participate in on-call responsibilities as needed.

• Manage client service schedules to ensure adequate staffing. Process completed visits for payment.

• Identify branch staffing needs and quality candidates. Recruit, screen and select direct-care staff based on referrals.

• Evaluate, supervise, train, and provide feedback to Direct Care staff to ensure quality care.

• Monitor staff, identifying problem situations. Develop/implement solutions for optimal outcomes.

• Evaluate job performance of staff and conduct performance reviews. Initiate, implement and recommend corrective actions and/or disciplinary actions including employee terminations.

• Assign tasks and provide supervision to other Branch or Administrative Employees.

• Ensure HomeCare services are in compliance with agency philosophy, policies/procedures, and in accordance with Federal, State, and local licensing laws and regulations.

• Maintain a full understanding of clients’ agreed Plans of Care.

• Contact case managers with recommendations regarding Plan of Care compliance.

• Support and implement initiatives related to Branch Growth.

• Analyze funding source documents and Care Plans to ensure caregiver compliance.

• Review weekly and monthly metrics.

• Address issues related to utilization/Create action plans to increase served hours and optimal utilization.

• Analyze monthly financial statements for branch. Implement strategies to increase profitability.

• Manage operating expenses (Profit and Loss responsibility) to maximize contribution.

• Independently assess each client’s needs to determine if additional services should be requested.

• Maintain data integrity in client-scheduling software system.

• Greeted arriving customers/clients professionally, cheerfully and ensured each person felt important.

• Handled several incoming phone calls per day, scheduled/rescheduled appointments and answered customer inquiries.

• Ensured all calls were transferred to correct direction.

• Placed future orders for delivery.

• Maintained paper/electronic files.

• Input all warehouse inventory into data base.

• Assisted in organizing meetings including booking conference rooms, prepared materials, and handled logistical details.

• Processed transactions, handled cash and credit card payments and kept accurate records of financial exchanges

• Greeted patients with a warm/welcoming attitude as well as interacted actively and positively with all employees, physicians, and patients.

• Managed patient records using EMR software, maintaining patient confidentiality in compliance with HIPAA.

• Verified insurance coverage for all new patients and monitored existing patients' insurance coverage for potential changes.

• Submitted insurance claims using the correct ICD-10, CPT and HCPCS codes.

• Handled a high volume of incoming calls at a fast-pace with several phone lines, scheduled consultations, answered patient inquiries and transferred calls to the right personnel.

• Ensured office/waiting area was clean and presentable at all times.