RENEE CASTILLO

• Developed engaging educational activities to promote social skills and teamwork among students.
• Supervised daily activities and ensured safety of children during before and after school programs.
• Communicated effectively with parents regarding child progress and program updates.
• Assisted in managing schedules, ensuring smooth transitions between various program components.
• Implemented feedback mechanisms to enhance program quality and address parent concerns promptly.
• Supported the emotional well-being of students by providing a listening ear, guidance, and encouragement during challenging situations.
• Developed strong relationships with students, fostering trust and open communication within the before and after school care setting.
• Enhanced student safety by consistently supervising before and after school activities and ensuring adherence to established rules.
• Provided first aid and emergency response as required, prioritizing student health and safety at all times.
• Fostered a positive environment for students, effectively addressing any behavioral issues that arose during before and after school care.
• Enhanced parent satisfaction by addressing concerns promptly, professionally, and compassionately.
• Supported students'' academic growth by offering homework assistance and tutoring when needed.
• Facilitated smooth transitions between school day activities and before/after school care programs by coordinating logistics with teachers and administrators.
• Utilized conflict resolution skills to mediate disputes between students when necessary, creating a harmonious environment for all participants.

• Organized and managed program development from conception through successful execution.
• Orchestrated smooth and efficient program development by collaborating cross functionally across departments.
• Creating work schedules for 24 hours clients staffing, filing documentation, answering multiple lines for customer service calls and government assistance with clients, monitoring and editing EVV system, creating and or editing CPOC, scheduling appointments for clients, making sure clients attend all appointments and meetings scheduled, medicine management, etc.
• Collected and arranged necessary printed materials to facilitate program participation.
• Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
• Assisted with community resources for healthcare and mental health.
• Acted as first point of contact and set appointments for prospective clients.
• Established and maintained client rapport by utilizing quality customer service.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Served as initial contact for prospective clients and scheduled their appointments.
• Entering staff's payroll and processing of payroll
• Built and maintained strong client relationships through exceptional customer service, enhancing client satisfaction and engagement.
• Operating company vehicle for bringing clients to provider appointments and community outings.
• Gathered and organized printed materials required for program participation.

• Verify caregiver time in an electronic timekeeping system on a daily basis, ensuring requirements have been met for billing & payment for the shift

• Identify missing requirements (ex. clock-ins, clock-outs, required ADLs, care notes, signatures) and communicate with Client Care & Staffing teams in the local office to obtain the needed information to process payroll

• Identified and resolved overlaps, gaps, and service blocks to ensure accurate billing

• Managed high volume of services across multiple office locations, delivering finalized payroll within required timeframes

• Review and calculate caregiver mileage records for payment

• Apply bonus payments, rate changes (outliers), and other items affecting pay

• Prepare caregiver payroll for assigned office locations, reviewing line by line for accuracy of hours & payment

• Served as point of contact for employee payroll inquiries in assigned regions, effectively resolving pay-related issues

Entered received Prior Authorizations to begin or continue services, communicated changes with regional Client Care & Staffing teams.

• Monitor utilization of available hours, proactively communicating to prevent overages or underutilization

• Understand and comply with all guidelines established by LDH, Medicaid, and LHCL

• Managed compliance with federal and state labor laws, minimizing risk of penalties.
• Processed payroll for over 500 employees, ensuring accurate and timely payments.

• Answer incoming correspondence (Phone, email or fax) from providers who are providing notification that a Veteran has presented to their Emergency Department.
• Gathered required information from callers and client systems to determine eligibility.
• Conducted transactions with a customer-focused, courteous approach, ensuring first call resolution and maintaining accuracy scores of 96.5% or higher.
• Document call activity into VA systems.
• Maintain a working knowledge of applicable VA regulations as they relate 72 hour notification requirements
• Maintained knowledge of VA regulations regarding 72-hour notification requirements.
• Managed access to all assigned client systems, ensuring secure and efficient operations.
• Collaborated with team to achieve shared goals and enhance group performance.
• Completed additional tasks as requested by management to support team operations.
• Worked remotely from home, maintaining productivity and communication with team members.

• Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer, scheduling appointments or connecting with internal specialists for assistance
• Assist customers in navigating customer portal and other United Health Group websites and encourage and reassure them to become self-sufficient.
• Directed incoming calls to internal personnel and departments, routing to the best-qualified department.
• Used the company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Learned and maintained in-depth an understanding of product information, providing knowledgeable responses to diverse questions.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Assisted customers in opening accounts and signing up for new services, ensuring a smooth onboarding experience.
• Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Developed and updated databases to handle customer data.
• Promoted products and services during account management and order calls, enhancing customer awareness and satisfaction.
• Worked remotely to assist customers in resolving inquiries and issues.

• Assisted customers with accident reports and inquiries for Lafayette area, managed phone calls, filed documents, typed reports, and supported various office procedures as needed
• Provided comprehensive assistance to meet customer service needs
• Work effectively with the general public to solve citizens' concerns/inquiries in a timely manner
• Perform a large variety of clerical duties that requires a great imitative of independence, judgement and some decision making with a great deal of public contact
• Perform a large variety of clerical duties that require a great initiative of independence, judgment and some decision making with a great deal of public contact
• Typing, maintaining files with confidential information
• Perform other duties assigned by the supervisor/department head when needed.
• Assisted with typing, data entry, and answering incoming calls.
• Revised and entered updated information into records for accuracy.
• Checked daily incoming paperwork and documents and made copies before filing.
• Organized files by categorizing them according to source, type, or relevant details.
• Inputted data such as file numbers, new or updated information or document information codes into computer systems to support document and information retrieval.
• Created reports, correspondence and spreadsheets with Microsoft Office programs.
• Created reports, correspondence, and spreadsheets using Microsoft Office to enhance documentation and communication efficiency