Michelle Ureña
Brooklyn,NY
Overview
9
9
years of professional experience
Work History
Coordination Supervisor
Edison Home Health Care/ Help At Home
07.2022 - Current
- Member of the Supervision Team overseeing 30 onsite case coordinators to ensure the delivery of high-quality home health care services.
- Proficient in Salesforce, Zendesk, and HHAExchange for case management, documentation, and communication.
- Skilled in Microsoft Office Suite (Excel, PowerPoint, Outlook) and Google Workspace (Docs, Sheets, Slides, Gmail, Calendar).
- Experienced in developing reports, creating presentations, and maintaining organized records to support coordination and decision-making.
- Oversee case intake and assignment, ensuring timely and appropriate matching of home health aides to clients based on skill, availability, and care requirements.
- Develop and manage on-call schedules to ensure uninterrupted care coverage and rapid response to urgent client needs.
- Actively participate in monthly coordination meetings to review active cases, address challenges, and drive continuous improvements in care processes.
- Conduct interviews, hire, and onboard new coordinators to support team growth and enhance service.
VNS Patient Coordinator
True Care
04.2018 - 10.2020
Coordination Supervisor
True Care
10.2020 - 07.2022
- Helped manage a team of 25 case coordinators, supporting the delivery of high-quality care to over 3,000 home health clients.
- Developed comprehensive training manuals for the Coordination Department and Team Lead roles, ensuring alignment with company policies and Department of Health (DOH) regulations.
- Trained and mentored over 100 new hires across various roles, ensuring effective onboarding and operational readiness.
- Evaluated and improved existing training strategies to eliminate inefficiencies, enhance learning outcomes, and reduce employee turnover.
- Designed and implemented ongoing re-training programs to ensure current staff maintained compliance with updated protocols and home health care best practices.
- Delivered training using a variety of methods, including classroom sessions, live demonstrations, one-on-one coaching, online learning modules, and custom training videos.
Patient Care Coordinator
House Calls Home Care
01.2016 - 04.2018
Education
Associate of Arts - Fine Arts
Borough of Manhattan Community College of The City University of New York
New York, NY2013
Skills
- Training Program Development
- Staff Management & Team Leadership
- Project Planning & Implementation
- Process & Procedure Optimization
- Multitasking & Time Management
- Fluent in Spanish (Professional Proficiency)
- Proficient in Zendesk, HHAExchange, and Salesforce
Languages
Spanish
Native or Bilingual
Timeline
Coordination Supervisor
Edison Home Health Care/ Help At Home
07.2022 - Current
Coordination Supervisor
True Care
10.2020 - 07.2022
VNS Patient Coordinator
True Care
04.2018 - 10.2020
Patient Care Coordinator
House Calls Home Care
01.2016 - 04.2018
Associate of Arts - Fine Arts
Borough of Manhattan Community College of The City University of New York
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