Nicole Leclair
Dracut,MA
Summary
Dedicated advocate with experience in a fast-paced hospital environment, responsible for facilitating positive patient care. Extensive work with homeless families, promoting dignity and respect. Strong believer in compassion and patience when working with patients, clients, and co-workers.
Overview
29
29
years of professional experience
Work History
Care Transitions Manager
Eliot Community Human Services
Lexington, MA
07.2022 - Current
- Assist Care Transitions Team by working closely with Nurse Care Managers to analyze hospital admissions data, devising aggressive follow-up plans for reaching out to hospital treatment teams and enrollees during inpatient stays
- Implement effective strategies to enhance communication and collaboration with inpatient facility and ACO/MCO collaterals, resulting in sustained strong working partnerships.
- Responsible for outreach, engagement, enrollment, care plan development, and implementing interventions to promote health and well-being.
- Facilitate active participation of enrollees in developing their own care plans while ensuring that their preferences are given importance.
- Offer tailored side-by-side interventions to enrollees with emphasis on modeling behavior, problem solving, encouragement and skill-building.
- Adhered to high ethical standards, upheld legal obligations and honored responsibility by following state/federal laws, regulations, reporting protocols and relevant institutional policies at ECHS.
Manager, Patient Relations
Lowell General Hospital
Lowell, MA
06.2014 - 07.2022
- Successfully addressed patient concerns through active listening, communicating effectively and delivering results.
- Supported efficient evaluation of patient-deemed care and service matters by working closely with Clinical Leaders
- Acted as a bridge for clear communication between patients and the medical professionals.
- Addressed concerns related to patient flow/environment.
- Managed the reimbursement process requested by patients for their lost belongings.
Program Manager
HOUSE OF HOPE INC
Lowell, MA
01.2011 - 07.2014
- Developed an internship program which provided mentorship and skill training to individuals, with emphasis on residents of House of Hope family shelter.
- Led acquisition and relocation of local children's resale store in March 2012.
- Implemented The Hope Chest as an internship hub, facilitating hands-on learning opportunities for aspiring professionals
- Educated individuals on day-to-day operations with a focus on work performance and exceptional customer service standards in the retail sector.
Case Manager
HOUSE OF HOPE INC
Lowell, MA
10.1997 - 01.2011
- Successfully oversaw management of a large number of families within the shelter program
- Effectively liaised with key service agencies to enhance client access to essential resources such as Department of Transitional Assistance, WIC, Office of Employment and Training, and Department of Children and Families
- Designed personalized approaches for families towards achieving their goals
- Managed written and digital records, documenting daily meetings with narrative summaries
- Contributed to weekly Case Management meetings by delivering status updates on ongoing cases.
Home Health Care Coordinator
Alternative Care Medical Services
Tewksbury, MA
10.1995 - 10.1997
- Managed the coordination and oversight of home care services
- Recruited skilled nurses, certified home health aides, medical social workers, and speech therapists to provide care for homebound patients.
- Collaborated closely with interdisciplinary teams of physicians, nurses, pharmacists, and social workers to ensure smooth transitions of care from one healthcare setting to another.
Education
B.A in Sociology - Concentration in Aging And Health
Framingham State University
Framingham, MA05.1995
Skills
- Case Management
- Social Work
- Crisis Intervention
- Hospital Experience
- Intake Experience
- Staff Development
- Team Leadership
- Project Management
- Verbal and written communication
- Time Management
- Complex Problem-Solving
- Customer Relationship Management (CRM)
- Schedule Preparation
Accomplishments
Star Performer
July 2017
Lowell General Hospital's Star Performer of the month program recognizes employees who exemplify the vision, standards and culture of the hospital. Employees are nominated and selected by colleagues based on their demonstration of the hospital's standards of performance
References
References available upon request.
Timeline
Care Transitions Manager
Eliot Community Human Services
07.2022 - Current
Manager, Patient Relations
Lowell General Hospital
06.2014 - 07.2022
Program Manager
HOUSE OF HOPE INC
01.2011 - 07.2014
Case Manager
HOUSE OF HOPE INC
10.1997 - 01.2011
Home Health Care Coordinator
Alternative Care Medical Services
10.1995 - 10.1997
B.A in Sociology - Concentration in Aging And Health
Framingham State University
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