Summary
Overview
Work History
Education
Skills
Timeline
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Yvonne Gastelo

Glendale,AZ

Summary

Dynamic Client Care Manager with a proven track record at Devoted Guardians Inc, enhancing client satisfaction through effective communication and quality assurance. Skilled in crisis intervention and staff training, I successfully streamlined care processes, resulting in improved service delivery and strong client relationships. Committed to fostering teamwork and achieving optimal outcomes.

Professional focused on client care, prepared to bring extensive experience in improving customer satisfaction and operational efficiency. Known for fostering collaborative environments and achieving high standards. Reliable team player with expertise in conflict resolution and proactive problem-solving.

Overview

23
23
years of professional experience

Work History

Client Care Manager

Devoted Guardians Inc
05.2020 - 06.2025
  • Led client care initiatives, enhancing service delivery and client satisfaction.
  • Developed training programs for staff, improving team performance and knowledge retention.
  • Implemented quality assurance processes, ensuring compliance with industry standards.
  • Coordinated client assessments and care plans, aligning services with individual needs.
  • Analyzed client feedback to identify areas for improvement and drive strategic changes.
  • Streamlined communication between clients and caregivers, increasing response times and reducing misunderstandings.
  • Managed case escalations, resolving issues efficiently while maintaining strong client relationships.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
  • Developed new employees and on-going performance assessment of current employees.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Arranged transportation and documented details of discharge transition plans.
  • Enhanced customer satisfaction by addressing and resolving client concerns efficiently and professionally.
  • Developed and maintained strong relationships with clients through regular communication and personalized attention.

Medical Assistant

Hollis E Phillips MD
01.2002 - 08.2008
  • Coordinated patient intake processes, ensuring accurate medical history documentation and efficient appointment scheduling.
  • Assisted healthcare providers during examinations and procedures, maintaining sterile environments and patient comfort.
  • Managed electronic health records, updating patient information and maintaining confidentiality in compliance with regulations.
  • Educated patients on treatment plans and medication instructions, enhancing understanding of care pathways.
  • Streamlined inventory management for medical supplies, optimizing stock levels and reducing waste through effective tracking systems.
  • Trained new medical assistants on office protocols and patient care procedures, fostering a collaborative team environment.
  • Led initiatives to improve patient flow within the clinic, resulting in reduced wait times and enhanced patient satisfaction.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.

Education

Certificate - Medical Assistant

AIBT
Phoenix, AZ
05-2001

Skills

  • Client interviews
  • Client retention
  • Lead management
  • In-home assessment
  • Customer relations
  • Quality assurance
  • Proficient in [software]
  • Teamwork
  • Time management
  • Problem-solving abilities
  • Multitasking Abilities
  • Active listening
  • Effective communication
  • Decision-making
  • Certified in CPR/AED
  • Goal setting
  • Crisis intervention
  • Staff training
  • Time management abilities
  • Adaptability
  • Case management
  • Staff oversight
  • Social services

Timeline

Client Care Manager

Devoted Guardians Inc
05.2020 - 06.2025

Medical Assistant

Hollis E Phillips MD
01.2002 - 08.2008

Certificate - Medical Assistant

AIBT

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