Eleanor Chenier

• Identify, investigate, and resolve complaints, including alleged elder and dependent adult abuse, to the satisfaction of residents of long-term care facilities.
• Collaborate with and supervise interns and volunteers.
• Ensure that all complaints are handled according to program guidelines.
• Provide continuing community presence through unannounced or scheduled visits to long-term care facilities.
• Provide case management and reporting in compliance with established procedures.
• Provide community education presentations, ongoing Public Relations, and development with community partners like law enforcement and local fire departments.
• Use of personal vehicle to visit LTC facilities approximately 60% of the time.

• Engage eligible members and caregivers in available care management services
• Conduct face to face Health Risk Assessments (HRA) to identify member needs in a timely, engaging, and professional manner
• Develop, obtain agreement, and manage Individualized Care Plans for members in assigned caseload.
• Provide consistent and effective care coordination as indicated by the Care Plan
• Facilitate members access to clinical care, mental health services, and community resources in locations where the HHP member lives, seeks care, or finds most easily accessible as indicated in the Care Plan
• Connect members to community resources and social supports that may be needed
• Advocate on behalf of members to access and engage with appropriate health care professionals
• Employ motivational interviewing and trauma‐informed care practices while interacting with members, caregivers, and family members
• Arrange transportation and coordinate care team staff to accompany members to office visits according to established protocols, as needed
• Monitor and support member compliance with clinical and mental health treatment

plans (including medication)

• Provide health promotion and self‐management education and support
• Maintain ongoing communication with members and/or caregivers to ensure engagement in care, building and strengthening relationships.
• Effectively manage caseload, complying with workflows, as well as timeline and

documentation requirements

• Respond appropriately to safety issues, emergencies, suspected abuse/neglect, and critical situations.
• Document all services in eCare data management system in a timely and accurate manner, according to guidelines and workflows.
• Collaborate with designated care team members to facilitate access to housing resources and effective transitions of care
• Foster collaborative relationships with providers, facilities, community resources, etc.

• Interviewed clients, families or groups to assess situations, limitations and issues and implement services to address needs.
• Created investigative narratives that helped explain details of case referrals
• Maintained regular contact with healthcare professionals in order to obtain medical/dental records
• Collaborated with law enforcement in regards to obtaining police reports on referrals made to LA DCFS
• Helped clients develop new coping mechanisms and techniques to drive behavior modification.
• Called collateral contacts for referrals to investigate case to case occurances.
• Maintained regular contact with clients by calling and visiting clients' homes.
• Encouraged socialization and engagement through therapy, music therapy and social activities.
• Assessed clients for abuse and neglect to compile documentation for court reports.
• Administered assessments and developed academic goals based on specific disabilities and barriers to learning.
• Delivered comprehensive therapeutic services to children, adolescents and adults to support child welfare and prevention services.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.

• Working with 20-30 inbound calls daily
• Upselling check/printed products for small businesses around the world
• Certified after 6 months and graduated to a Silver sales
• Moved within the company assisting with Holiday Products and Sales
• Met a 1 million dollar revenue goal with team of 6
• Moved to another program called Culver, assisting different businesses with safety pamphlets
• Last year there, spent my time in Outbound calling for small businesses and check related banking supplies
• Learned a lot about customer interaction here at Deluxe

• Loan Processing
• Manager for 3 years assisting a team of 8
• Assistant to Store Manager listening to team calls, monitoring employee tasks
• Assisted in time management for employees giving out breaks and daily tasks
• High volume cash handling
• Opening and closing the store
• Bank deposits
• Active learning/ listening with customers
• 10 plus calls a day explaining loan process and services
• Team building and brainstorming
• Marketing
• Office skills

• Responsible for various organizing tasks/ cleaning preparation for next shift
• Fielded 100+ customer requests daily