SOLOFUA FATU

• Responsible for supervising and leading staff in the patient access department to ensure excellent customer service and accurate registration.
• Ensured all policies and procedures related to patient access were followed.
• Developed, implemented, and maintained processes related to patient registration, insurance verification, pre-registration activities.
• Monitored employee performance and provided feedback on areas of improvement.
• Conducted training sessions for new hires and existing staff members on proper registration techniques.
• Assisted with resolving any issues that arose during the registration process.
• Managed workflow within the department to ensure timely completion of tasks.
• Provided guidance to team members when needed to help them complete their duties efficiently.
• Maintained a safe environment by enforcing safety regulations at all times.
• Collaborated with other departments such as billing, coding, and clinical staff to ensure smooth operations throughout the facility.
• Addressed customer complaints promptly and professionally.

• Managed office inventory and placed new supply orders.
• Administered payroll and maintained proper documentation of employee personnel.
• Managed, scheduled and coordinated office functions and activities for employees.
• Implemented and maintained company protocols to facilitate smooth daily activities.
• Coordinated office activities and operations to secure efficiency and compliance with company policies.
• Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
• Delegated work to staff, setting priorities and goals.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Resolved customer complaints or answered customers' questions.
• Guided employees in handling difficult or complex problems.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Discussed job performance problems with employees, identifying causes and issues to find solutions.
• Recruited, interviewed and selected employees to fill vacant roles.
• Implemented departmental policies and standards in conjunction with management to streamline internal processes.
• Interpreted and explained work procedures and policies to brief staff.
• Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
• Coordinated with other supervisors, combining group efforts to achieve goals.

• Interview clients in their home, residence, and facilities to investigate

allegations of abuse, neglect, self-neglect, abandonment, and exploitation

• Interview alleged perpetrators

• Collect and evaluate relevant information to make decisions related to

investigations, services, and outcomes

• Provide client advocacy, consultation, networking, family support, and crisis

intervention

• Coordinate with law enforcement, judicial entities, families, facilities, local

office staff, other regional offices, community agencies, and partners regarding

needs of clients served

• Interview collateral contacts to gather additional information

• Identify situations presenting risk to vulnerable adults and refer to service

groups

• Refer to other community resources and internal/external stakeholders

• Authorize services and payments

• Prepare and provide testimony at administrative hearings, court proceedings,

criminal, civil, and administrative hearings

• Participate in on-going training, meetings, and provide community education

on APS programs

• Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
• Fostered relationships to define programming needs and strengthen organizational standing.
• Maintained client records in compliance with local, state, federal, agency and contractual regulations, helped clients manage financial accounts and cultivated client independence.
• Analyzed program effectiveness to optimize workflows.
• Oversaw team reporting, performance and quality assurance for group of 19 personnel.
• Collaborated with multi-disciplinary staff to improve overall patient care and response times.
• Communicated with patients with compassion while keeping medical information private.

• Trained employees on additional job positions to maintain coverage of roles.
• Recruited and hired qualified candidates to fill open positions.
• Entered time and attendance logs in preparation for payroll.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Led team meetings and one-on-one coaching sessions to continuously improve performance.

• Facilitated ongoing case management services to support successful outcomes and meet stabilization goals.
• Cooperated with local service providers, outreach workers, case managers and collaborative agencies to facilitate services for members.
• Developed comprehensive client-driven case plan with short and long-term goals.
• Conducted assessments to obtain information for participant-centered plan of care.
• Conducted detailed interviews and maintained meticulous documentation.
• Determined functional status, activity, acuity and self-management levels to make proper care referrals.
• Reviewed effectiveness of treatment for individual and family situations.
• Planned and coordinated discharge from care facility to patient's home.

• Developed patient care plans, overall patient health assessments and evaluations.
• Actively participated in family and patient planning processes.
• Assessed and reviewed patients for discharge and planning and integrated services for patients requiring home care, home infusion and durable medical equipment (DME).
• Collaborated in consults, patient care plans development, patient monitoring and evaluations.
• Maintained appropriate contacts with district, intermediate units and state special education leaders in continued compliance of special education programs.
• Visited classrooms to evaluate teacher instructional techniques as part of annual evaluation cycle.
• Resolved various situations to cultivate strong student and parent relationships.
• Cultivated positive relationships with parents and staff to facilitate school operations and student success.