November 2013 — Present
Your amazing online presence is right this way.Create your profile
EVP/ Chief Operations Officer
Maintain resident communications and services needs. Cover client expectations through resident orientation. Prepare the client for self-sufficiency by helping him/her plan personal care needs, as well as coaching and developing life skills applicable to maintaining a home. Consistently, and without partiality, administer all the BCM policies, procedures, and established guidelines. Effectively communicate with Case Managers and Security through resident progress Notes and Incident Reports concerning resident's behaviors and progress in the areas of personal growth established by Case Managers.
Provides direct care to the residents of the community. Administers and monitors medications and treatments after required training and under the direction of nurses. Encourages residents to functions at their highest level of independence. Conducts initial screening interviews. Schedules, trains, and participates in supervision of other CNAs.
Reports to and is supervised by the Director of Nursing and/or charge nurse. Maintains a working knowledge of all policies and procedures pertaining to the position. Maintains a working knowledge of the resident aide job description. Communicates information regarding services to new residents, changes in services to existing residents, and termination of services to former residents.
Provides direct care to the residents of the community. Administers and monitors medications and treatments after required training and under the direction of nurses. Encourages residents to functions at their highest level of independence.
Resolve customer inquiries, explain insurance coverage and make changes to policies, Receive up to 50-60 inbound telephone calls per day in a call center environment, Work with the customer to ensure they are properly insured, Take calls and handle each request to ensure customers are satisfied on the first call.
Assists in the implementation of individual programs. Provides awake supervision of individuals and property during shift hours. Provides a safe, clean environment for all residents. Responsible for insuring that confidentiality is strictly maintained concerning all agency related information.
Provide direct support to individuals with disabilities by assuring the following: relationships, spiritual activities, community involvement and integration, power and choice, health and safety, status, and competence. Implement person-centered plans to assist people in achieving their personal goals and meet their needs and desires. Assist in establishing routines that meet all individuals needs and desires and to ensure compliance with licensing regulations, agency policies and practices and protection of individual rights. Ensure opportunities to access to the community are scheduled and staffed; provide transportation to activites as needed.. Schedule cleaning and home maintenance activities to provide for the health and well-being of people served. Guide and monitor the work of DSPs and mentor them in their professional development. Ensure all required documentation is complete, accurate and professional; assist with information gathering to identify personal outcomes desired and effect of supports. Maintains and expands skills and knowledge relevant to providing high quality supports and services. Ensure that all home, vehicle, and personal property maintenance needs are addressed in a timely manner. Schedule and attend as needed medical, health, and dental appointments to ensure best possible health and safety. Supervise the administration of medication without error. Ensure fiscal responsibility by protecting agency and individual funds from misuse. Complete all paperwork thoroughly, correctly and on a timely basis. Complete audits as required. Work assigned schedule and arrive to scheduled shift on time. Change work schedule as needed to meet individual and program needs. Assist program managers in preparing staff schedules, resolving schedule conflicts, and calling in off duty employees when needed.
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Accomplishes information systems and organization mission by completing related results as needed.