Milouda Jghaima
Bridgeview,IL
Summary
Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Experienced with client relationship management, driving customer satisfaction and loyalty. Utilizes strategic communication and problem-solving to enhance client experiences. Track record of successfully managing client needs and resolving issues efficiently.
Overview
7
7
years of professional experience
Work History
Client Care Manager
Home Instead Senior Care Home
03.2023 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Enhanced client satisfaction by promptly addressing concerns and providing personalized solutions.
- Managed high-priority escalations effectively, minimizing negative impact on the organization''s reputation and revenue streams.
- Monitored service delivery quality to ensure exceptional client experiences consistently.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
- Participated in regular team meetings to discuss strategies for enhancing overall client experience within the organization.
- Provided comprehensive training to new team members, ensuring they were equipped with the knowledge and skills necessary for success in the role.
- Developed and implemented customized care plans tailored to individual clients'' specific requirements.
- Answered customer questions via telephone, email, and live chat services.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
- Built strong relationships with clients, consistently exceeding their expectations with quality service.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
Veteran Coordinator
Home Instead Senior Care Home
03.2023 - Current
- Entered data, generated reports, and produced tracking documents.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Collaborated with social services to connect patients with resources for housing, nutrition, and financial assistance, improving their overall wellbeing.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Managed patient billing processes for timely, accurate payments.
- Reduced claim denials by proactively resolving billing discrepancies prior to submission.
- Liaised between staff, customers, and third parties to handle billing issues.
- Effectively resolved rejections and other billing issues.
- Reduced claim denials through meticulous verification of patient eligibility and coverage benefits prior to claim submission.
- Improved claim submission times by streamlining verification and authorization process.
- Reduced claim denials by meticulously auditing patient account information for errors, omissions, or inconsistencies before submission.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- VA Billing, Claim Submission trough Optum.
- Check VA rate in timeline basis.
- Build relationship with the VA SW.
Certified Nursing Assistant
Homewatch Caregivers Southwest Chicago, Dupage, Cook And Will Counties
10.2017 - Current
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
VA Care Coordinator
Homewatch Caregivers Southwest Chicago, Dupage, Cook And Will Counties
07.2019 - 02.2023
Scheduler Coordinator
Homewatch Caregivers Southwest Chicago, Dupage, Cook And Will Counties
07.2019 - 02.2023
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Match caregiver with the Client.
- Handled complaints and questions, and re-directed calls to other team members.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Education
Certificate Nurse Assistant - Certificate Nurse Assistant
Moraine Valley Community College
Palos Hills, IL05.2017
No Degree - Nursing Midwifery
Nursing School
01.2013
Law Enforcement
Faculty of Law, Economic And Social Sciences
08.2012
High School Diploma -
Hassan Elkhiyat
06.2009
Skills
- HIPAA Guidelines
- Reminder Calls
- Authorization Procedures
- Patient File Updates
- Schedule Management
- Claim Forms
- CPR Certified
- Answer Telephones
- Service quality monitoring
- Care plan development
- Data management
- Client relationship management
- Complaint resolution
- Billing processes
- Employee training
- Communication skills
- Problem solving
- Client interviews
- Lead management
- In-home assessment
- Customer relations
- Document review
- Document analysis
- Quality assurance
- Quality assurance standards
- Multitasking capacity
- Teamwork
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Decision-making
- Certified in CPR/AED
- Relationship building
- Client needs assessments
- Task prioritization
- Self motivation
- Goal setting
- Professionalism
- Staff supervision
- Project management
- Service planning
- Data analysis
Languages
Arabic
Native or Bilingual
French
Professional Working
Interests
- Getting involved in local advocacy groups to promote positive change in the community
- Volunteering
- I enjoy helping others and giving back to the community
- Cooking
- Reading
- Personal Development and Self-Improvement
Timeline
Client Care Manager
Home Instead Senior Care Home
03.2023 - Current
Veteran Coordinator
Home Instead Senior Care Home
03.2023 - Current
VA Care Coordinator
Homewatch Caregivers Southwest Chicago, Dupage, Cook And Will Counties
07.2019 - 02.2023
Scheduler Coordinator
Homewatch Caregivers Southwest Chicago, Dupage, Cook And Will Counties
07.2019 - 02.2023
Certified Nursing Assistant
Homewatch Caregivers Southwest Chicago, Dupage, Cook And Will Counties
10.2017 - Current
No Degree - Nursing Midwifery
Nursing School
Law Enforcement
Faculty of Law, Economic And Social Sciences
High School Diploma -
Hassan Elkhiyat
Certificate Nurse Assistant - Certificate Nurse Assistant
Moraine Valley Community College