TOLEDO OSINAIKE
Chicago
Summary
Dedicated and results-driven Administrative and Operations professional with over 10 years of experience in high-volume healthcare environments, customer service leadership, and patient relations. Adept at managing multiple priorities, resolving complex client concerns, and providing compassionate support in stressful situations, ensuring continuity of care. Expert in navigating compliance (HIPAA), scheduling, and documentation. Seeking to leverage expertise in problem-solving, diplomacy, and administrative operations to excel as a Customer Service Specialist – Continuum of Care (ER).
Overview
18
18
years of professional experience
Work History
Regional Operations Supervisor
The Place for Children with Autism
Chicago
03.2024 - 04.2025
- Directed daily operations across multiple therapy centers, ensuring excellent service delivery and client satisfaction.
- Served as the primary point of contact for complex client concerns, applying strong diplomacy and compassionate listening to coordinate efficient resolutions.
- Supported patient scheduling, registration, and data accuracy while overseeing compliance with quality assurance standards.
Area Manager, Branch Manager, Supervisor
Help at Home, LLC.
Chicago
02.2016 - 03.2024
- Promoted to oversee multi-site operations, managing client service quality and administrative performance across consolidated branches.
- Led customer service delivery, ensuring timely response to inquiries and managing escalated client issues in accordance with organizational values.
- Coordinated with multidisciplinary teams, business partners, and case managers to support seamless service transitions.
Home Care Aide Supervisor (Team Lead)
Covenant Healthcare & Staffing Services, Inc.
Chicago
07.2015 - 02.2016
- Handled high-volume phone and in-person inquiries, providing customer service support to clients navigating complex services.
- Managed Electronic Visit Verification (EVV) and service documentation to ensure accuracy in billing and care coordination.
- Acted as liaison in conflict resolution with Clients and Staff.
Office Manager
Mother's Care & Health Equipment
Chicago
09.2013 - 04.2015
- Cultivated trust-based relationships with patients through effective communication techniques.
- Investigated incidents related to homecare services and executed corrective actions as needed.
- Implemented strategies to ensure highest quality service delivery to clients.
- Developed efficient employee work schedules that met patient needs and optimized personnel utilization.
- Monitored staffing levels to maintain adequate coverage for clientele base.
- Maintained accurate records of client assessments, services rendered, and medications administered.
- Supervised and evaluated home care staff in line with organizational policies and procedures.
- Collaborated with healthcare providers to synchronize patient care activities.
Executive Administrative Assistant
Brand New Beginnings
Chicago
10.2011 - 03.2013
- Responded promptly and professionally to incoming calls from internal and external customers.
- Maintained confidentiality of sensitive information to protect business operations.
- Organized executive calendars, scheduling meetings, conferences, and travel arrangements.
- Prepared meeting agendas, recorded minutes, and distributed notes to relevant personnel.
- Reviewed expense reports and invoices for accuracy and completeness.
- Coordinated work schedules for staff teams and executives to enhance productivity.
- Fostered positive tenant relationships by addressing inquiries and requests promptly.
- Processed incoming tenant payments efficiently and managed accounts payable processes.
Client Services Representative (Team Lead)
Paylocity Corporation
Arlington Heights
07.2007 - 10.2011
- Delivered high-volume customer service to corporate clients managing complex payroll, benefits, and HRIS issues.
- Troubleshot technical and data integrity concerns, resolving escalated inquiries with precision.
- Processed sensitive employee data (W2s, 1099s), ensuring confidentiality and compliance with regulatory requirements.
Education
Associates of Business Administration - Business Administration And Management
American Intercontinental University
Schaumburg, IL01.2018
Skills
- Patient and customer service
- Administrative and technical skills
- Healthcare compliance
- Customer service excellence
- EMR/EHR navigation
- HIPAA compliance
- Compassionate listening
- Documentation and data entry
- Medicaid knowledge
- Conflict resolution
- High-volume multitasking
- Cross-functional coordination
- Scheduling support
- Workflow management
- Payment processing
- Microsoft Office Suite
- HRIS platforms
- EVV systems
References
References available upon request.
Timeline
Regional Operations Supervisor
The Place for Children with Autism
03.2024 - 04.2025
Area Manager, Branch Manager, Supervisor
Help at Home, LLC.
02.2016 - 03.2024
Home Care Aide Supervisor (Team Lead)
Covenant Healthcare & Staffing Services, Inc.
07.2015 - 02.2016
Office Manager
Mother's Care & Health Equipment
09.2013 - 04.2015
Executive Administrative Assistant
Brand New Beginnings
10.2011 - 03.2013
Client Services Representative (Team Lead)
Paylocity Corporation
07.2007 - 10.2011
Associates of Business Administration - Business Administration And Management
American Intercontinental University