Marylin Morales
Bayada Home Health Care
Vineland
1
Certification
19
years of professional experience
Dynamic, bilingual (English/Spanish) healthcare administration and client service professional with over 14 years of experience in operational leadership, team management, and relationship building. Actively relocating to Florida to leverage a proven track record in optimizing caseload management, enhancing employee retention, and cultivating strong community partnerships within the regional home healthcare sector. Expertise in bridging clinical and administrative operations ensures the highest standards of care, compliance, and client satisfaction in new markets. Committed to driving positive outcomes and fostering a culture of excellence in healthcare delivery.
Work History
Client Service Manager
14 Years 2 Months- Directed management of one of the largest caseloads within the company. Strategically expanded caseload on a monthly basis by acquiring new clients while achieving positive margins. Administered effective oversight of overtime management. Optimized billing processes to enhance revenue.
- Implemented strategic management of client caseload, enhancing operational efficiency and ensuring high-quality care delivery.
- Executed strategic marketing and recruitment events to attract and onboard compassionate clinical staff, including RNs, LPNs, and home health aides.
- Fostered and maintained strategic relationships with key healthcare referral sources, including social workers and community organizations.
- Developed and executed strategic engagement programs aimed at recognizing employee contributions and promoting brand loyalty.
- Partnered with clinical managers to ensure effective supervision of field employees, conducting thorough performance evaluations and providing constructive feedback or termination recommendations as needed.
- Coordinated on-call operations and addressed scheduling challenges to maintain seamless service delivery and care continuity.
- Facilitated communication with Director and Corporate Office of Liquidations (COL) to optimize account collection strategies and minimize overdue accounts.
- Resolved client inquiries regarding home care services, enhancing customer satisfaction. Streamlined referral processes and scheduling to provide timely support for clients.
- Enhanced community engagement through proactive relationship-building with referral sources. Fostered enduring partnerships with referral sources and local community resources.
- Facilitated local marketing and recruiting events to strengthen community presence and attract potential staff.
- Manage a caseload of clients including staffing, scheduling and operations and administration
- Partner with clinical managers to provide supervision and support to field employees
- Executed decisions related to employee feedback and performance management for team development. and provided feedback to employees related to recognition, pay rate changes, counseling and termination of employment
- Complete regular field staff performance evaluations, jointly with the Clinical Manager
- Promote and participate in retention activities-company/office contests, Heroes recognition, Presidential Scholarships, Years of Service recognition, BAYADA Bucks program, etc
- Provided support to team by filling service gaps and responding to urgent staffing needs. (office and company). a. Assist team members in filling call-outs and last minute service requests
- Supported the On-Call Manager by offering necessary information and fulfilling on-call responsibilities.
- Assist with collections on accounts, in conjunction with the Director and COL office
- Participated in office and company functions to foster team cohesion and improve communication.
- Developed strategic plans to optimize resource allocation and streamline operations across service teams
- Led client relationship management initiatives to enhance service delivery and improve customer satisfaction.
- Developed strategic plans to optimize resource allocation and streamline operations across service teams.
- Mentored team members to foster professional growth and elevate service standards within the organization.
- Implemented quality assurance protocols to ensure compliance with healthcare regulations and industry best practices.
- Analyzed client feedback data to identify trends, driving continuous improvement in service offerings.
- Coordinated interdepartmental communication to align goals and enhance operational efficiency across various functions.
- Facilitated training sessions on client services strategies, boosting team performance and knowledge retention.
- Established key performance indicators to measure success, guiding strategic decision-making for service enhancements.
Personal Banker
4 Years- Fostering a relationship banking environment by successfully assessing customer needs and recommending / selling appropriate banking products and services
- Providing personalized banking services to current and prospective customers, consistently seeking to expand customer relationships and provide the highest level of quality customer service
- Providing personalized banking services and ensuring the highest level of quality service is provided to current and prospective customers
- Assess customer needs and effectively sell appropriate banking products and services
- Achieved sales performance standards through active participation in product marketing campaigns, sales development activities, and referral programs
- Contributed to balance sheet growth, profitability, and customer retention by meeting sales and service goals and objectives
- Facilitated customer satisfaction and retention by researching and resolving customer issues and inquiries
- Ensuring all duties and responsibilities are performed in accordance with established procedures and regulations
- Developed skills in various banking functions, ensuring seamless service delivery as a teller.
- Facilitated account openings, loan applications, and financial consultations for diverse clientele.
- Educated customers on product offerings to promote financial literacy and informed decision-making.
- Analyzed customer needs to recommend tailored products that support their long-term financial goals.
- Managed relationships with high-value clients, ensuring proactive communication and service excellence.
- Delivered personalized banking solutions to enhance customer satisfaction and retention.
Education
Bachelor of Science - Psychology in Behavioral Science
Associates Degree - Healthcare Administration
Skills
Bilingual in English and Spanish
Proficient in Microsoft Word
Excel
and PowerPoint
Client engagement strategies
Marketing experience
Staff training
Recruiting and hiring
Customer retention
Strong leadership
Business administration
Certification
Notary Public for the state of NJ
Languages
Spanish
Native or Bilingual
Timeline
Client Service Manager
Bayada Home Health Care
05.2012 - CurrentRead More
Personal Banker
Sun National Bank
01.2008 - 01.2012Read More
Kaplan University
Bachelor of Science from Psychology in Behavioral Science
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Western International University
Associates Degree from Healthcare Administration
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