Tenelle McBurrows
Wilmington,DE
Summary
Compassionate Care Connector experienced in patient advocacy and care coordination. Enhanced patient satisfaction and healthcare team effectiveness through exceptional communication and problem-solving skills. Demonstrated strong work ethic and adaptability while delivering positive customer experiences in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Personal Care Connector Supervisor
AmeriHealth Caritas
Philadelphia, USA
07.2019 - Current
- Supervise and develop a team of Customer Care Representatives and Senior Customer Care Representatives in a fast-paced managed healthcare environment.
- Lead performance management through one-on-one coaching, progressive discipline, performance improvement plans (PIPs), and documented coaching confirmations.
- Monitor and analyze key performance indicators (KPIs), including quality assurance scores, productivity, adherence, attendance, compliance, member satisfaction, and service levels.
- Conduct call quality evaluations to ensure compliance with HIPAA, company policies, and regulatory requirements while identifying coaching opportunities.
- Mentored new hires and existing staff through training, workflow guidance, and ongoing performance feedback, resulting in improved individual and team outcomes.
- Partner with cross-functional departments, including Care Management, Appeals & Grievances, Transportation, Enrollment, and Provider Services, to resolve complex member issues and ensure timely service delivery.
- Oversaw operational processes for authorizations, member outreach, care gap initiatives, transportation benefits, appeals, grievances, documentation, and case management systems, ensuring compliance and efficiency.
- Ensure accurate documentation across multiple healthcare platforms while maintaining regulatory and organizational compliance.
- Fostered culture of accountability, professionalism, collaboration, and continuous improvement through consistent leadership and active employee engagement.
Adult Day Care Specialist
Elwyn of Pennsylvania and Delaware
Wilmington, USA
06.2016 - 07.2019
- Mediated interpersonal conflicts among participants and documented unusual behaviors for further assessment.
- Personal care for consumers which includes but is not limited to (toileting, changing).
- Mediate interpersonal problems between the participants we serve and report unusual behaviors.
- Develop engaging activities for consumers to enhance their social interaction and enjoyment.
- Record all daily activity (meals, daily participation in activities, and moods).
- Served lunch and assisted individuals with feeding to ensure proper nutrition and comfort.
- We cared for middle aged to elderly men and women who have been diagnosed with Dementia, Intellectual Disabilities, Brain Injuries, and Alzheimer's.
- This was originally a part-time position but I was able to acquire a full-time position and earlier shift after 6 months.
- I really love working in this environment and with the staff.
Residential Aide
Melmark Services
Berwyn, USA
05.2014 - 11.2014
- Assumed responsibilities for elderly residents with intellectual disabilities, fostering growth and development in a supportive environment.
- Provide basic care and implement programming goals.
- Mediate interpersonal problems between residents as well as observe to detect and report unusual behaviors.
- Communicate with the team in regards to ensuring proper follow through with company policy and procedure.
Residential Aide
Kencrest Services
Plymouth Meeting, USA
03.2013 - 02.2014
- Assumes related duties and responsibilities for elderly adult residents with intellectual disabilities in a climate of normalization, dedication, caring and concern, to foster growth and development to each individual's highest level of accomplishment.
- Administered daily personal care services to residents in a supportive environment. and implement programming goals.
- Mediated interpersonal conflicts between residents and observed for unusual behaviors, ensuring a safe and supportive environment.
- Communicate with the team in regards to ensuring proper follow through with company policy and procedure.
Direct Support Assistant Supervisor
Developmental Enterprise Corporation
Willow Grove, USA
11.2005 - 06.2012
- Supported elderly adults with intellectual disabilities in achieving daily living goals.
- Ensure positive interactions between staff and clients, resulting in positive living conditions.
- Facilitated positive interactions between staff and clients to enhance living conditions.
- Created and implemented action plans to promote personal development for consumers.
Education
Some College (No Degree) -
Delaware Technical Community College
DESkills
- Crisis intervention
- Care coordination
- Medication administration
- Healthcare systems
- Medical terminology
- HIPAA compliance
- Regulatory compliance
- Quality assurance
- Customer support
- Customer service
- Customer relationship management
- Team leadership
- Employee training
- Project leadership
- Conflict management
- Conflict resolution
- Performance management
- Organizational skills
- Time management
- Time management
- Data entry
- Data entry proficiency
- Appointment scheduling
- Insurance verification
- Eligibility determination
- Health insurance knowledge
- Communication skills
- Effective communication
- Communication skills
- Cross-functional collaboration
- Team collaboration
- Training coordination
- Continuous improvement
- Mentorship
- Team management
- Group home experience
- Computer skills
- Excel
- Powerpoint
- Patient support
- Phone and email etiquette
- Relationship building
- Empathy skills
- Privacy compliance
- Relationship building
- Verbal and written communication
- Conflict resolution
- Time management
- Follow-up support
- Strong empathy
- Privacy regulations knowledge
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Personal Care Connector Supervisor
AmeriHealth Caritas
07.2019 - Current
Adult Day Care Specialist
Elwyn of Pennsylvania and Delaware
06.2016 - 07.2019
Residential Aide
Melmark Services
05.2014 - 11.2014
Residential Aide
Kencrest Services
03.2013 - 02.2014
Direct Support Assistant Supervisor
Developmental Enterprise Corporation
11.2005 - 06.2012
Some College (No Degree) -
Delaware Technical Community College