Jessica Tecco
Martinez
Summary
Dedicated home care professional with over 10 years of experience, seeking to advance career within agency committed to serving and positively impacting aging population.
Overview
16
16
years of professional experience
Work History
Department Head, Client Care
Hillendale Home Care
Walnut Creek
03.2025 - Current
- Drove departmental strategy development aligned with organizational objectives.
- Managed team performance through regular evaluations and constructive feedback.
- Implemented process improvements that streamlined workflows and eliminated redundancies.
- Hired and trained Client Care Managers through a hands-on approach.
- Collaborated with Staffing and Recruiting teams to ensure goal alignment.
- Partnered with senior management on long-term strategic planning initiatives.
- Established key performance indicators to measure department effectiveness.
- Identified process improvement areas through staff feedback.
Senior Client Care Manager
Hillendale Home Care
Walnut Creek
10.2023 - 03.2025
- Conducted in-home or hospital assessments with prospective clients and families to identify care needs, and educate on the in-home care process, leading to a 98% prospect-to-client conversion rate.
- Oversaw and monitored a book of business averaging 3,000 home care hours per week.
- Conducted regular QA visits to evaluate client progress and adapt care plans accordingly.
- Generated leads by establishing relationships with community referral partners.
- Nourished referral partner relationships by hosting events, visiting, and educating.
- Facilitated communication between clients, families, and healthcare providers effectively.
- Created and implemented strategies to improve client care services.
- Resolved client concerns promptly to ensure satisfaction and retention.
- Attended community events to generate leads, and develop strong relationships with industry allies.
Senior Client Manager
Honor Technologies
01.2018 - 10.2023
- Assist in implementation of Partner Network franchises
- Fully manage and maintain a multi million dollar book of business spread across 3 partner franchise owners and 75-110 clients.
- Triage partner requests and manage expectations appropriately
- Maintain and oversee. schedules and billing for book of business ensuring accuracy and timeliness.
- Resolve conflicts and escalations working with multiple departments including Legal, Trust and Safety and Human Resources.
- Support and develop process workflows for client management enhancing efficiency and effectiveness.
- Collaborate with various departments to deliver excellent customer service and meet key stakeholder expectations.
- Identify opportunities for growth and improvement based on data and metrics and deliver to partners in weekly stand up calls.
- Support day to day operations with regional and cross functional teams to ensure seamless partner and customer satisfaction
- Handle complaints, provided appropriate solutions and alternatives within appropriate timeframes and follow up to achieve resolution.
- Participate and consult in special projects in order to ensure continuous process improvement.
Senior Recuriter
Eldercare Services
06.2016 - 12.2017
- Recruited all field and internal employees as well as oversaw team of 2 Jr. recruiters.
- Facilitated and managed requisitions, write, post and maintain all job postings including utilizing LinkedIn, Indeed etc.
- Maintained and updated ATS.
Pre-screened all potential candidates, brief hiring managers and prepare interview packets. - Initiated background check and conduct reference checks.
- Organized and acquired all necessary licensing for new candidates including but not limited to DSS. DOJ, and FBI clearance.
- Completed on-boarding of all new employees including conducting new hire orientations.
- Attended and coordinated job fairs and recruiting events.
- Direct backup to HR manager.
Client Success Manager
Brightstar Care
05.2010 - 06.2016
- Owned all National Accounts for the Moraga/East Bay branch which included negotiating rates, accepting and staffing referrals, entering authorizations, invoicing, accounts receivable, new account onboarding and processing charting for insurance reimbursement.
- Managed private pay Skilled Nursing, occupational and Physical Therapy cases.
- Coordinated all operational aspects of home care relationships for clients in Contra Costa and Alameda County including building schedules, staffing, creating consistent care teams, and ensuring compatible matches based on client needs and/or specifications.
- Responsible for setting up new cases with RN meet and greets, accounting for all paperwork, securing updated service agreements, and uploading current plan of care documents.
- Coordinated touch-points with clients and employees during all phases of home care to ensure premier service, scheduled supervisory visits, and renewed Skilled POCs every 60 days to maintain updated client orders.
- Acquired appropriate client history and physician’s orders for all RN, LVN, PT and OT services while remaining HIPPA compliant.
- Functioned as Recruiter/ Human Resources for over 200 employees.
- Supervised and coached new and experienced employees.
- Assisted with interviewing, hiring and collecting compliance documentation.
- Fielded inquiry calls with the main goal of progressing them into LivingRoom Sales Visits.
- 2010-2011: Served as after hours on call as “on call Client Care Manager” which included screening and fielding calls, triaging emergencies, scheduling last minute call offs, and talking to potential new Caregivers about employment opportunities. Completed daily call reports and sent into office. Staffing all after hour urgent needs.
Education
Associate's Degree - Lactation Studies
UC San Diego
California01.2008
Bachelor of Arts - Business Administration And Management
University of Phoenix
California 06.2002
Skills
- Relationship Management/Building
- Implementation expertise
- Conflict Resolution
- Customer Service
- Data Analysis
- Project Management
- Organized
- Works well under pressure
- Adaptable to change
- Special Projects
- Conflict resolution
- Event hosting
- Leadership development
- Relationship building
- Staff development
- Strategic planning
- Team performance management
- Client assessment
Timeline
Department Head, Client Care
Hillendale Home Care
03.2025 - Current
Senior Client Care Manager
Hillendale Home Care
10.2023 - 03.2025
Senior Client Manager
Honor Technologies
01.2018 - 10.2023
Senior Recuriter
Eldercare Services
06.2016 - 12.2017
Client Success Manager
Brightstar Care
05.2010 - 06.2016
Associate's Degree - Lactation Studies
UC San Diego
Bachelor of Arts - Business Administration And Management
University of Phoenix