Kenia Lechuga
Garden Grove,CA
Summary
Dynamic and compassionate Sr. Personal Care Coordinator with extensive experience at CalOptima, adept in care planning and motivational interviewing. Excelled in streamlining care transitions and enhancing patient satisfaction through effective communication and cultural sensitivity. Proven track record in improving team productivity and maintaining strict HIPAA compliance. Skilled in Microsoft Office, Outlook, Excel, Alturista, Guiding Care, Facets, Jiva and Avaya call center operations, demonstrating exceptional multitasking and organizational abilities. Personal care professional with extensive experience in managing client care and enhancing their daily living experiences. Proven ability to collaborate with healthcare teams and adapt to changing care needs, ensuring optimal outcomes. Recognized for empathy and strong organizational skills.
Overview
12
12
years of professional experience
Work History
TCS Personal Care Coordinator Sr.
CalOptima
06.2023 - Current
- Provided compassionate support and guidance to clients during challenging life transitions or medical events.
- Established strong community connections to identify helpful resources for clients and their families.
- Streamlined communication between clients, families, and healthcare providers, ensuring timely updates on client progress.
- Facilitated successful transitions from hospital discharge to home setting by collaborating closely with healthcare professionals involved in the patient''s care plan.
- Advocated for clients within the healthcare system, ensuring they received appropriate services in a timely manner.
- Maintained accurate and up-to-date documentation of client information to facilitate seamless continuity of care.
- Managed crises efficiently by assessing situations quickly and coordinating necessary intervention or support measures.
- Communicated with patients, ensuring that medical information was kept private.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Enhanced patient satisfaction by providing comprehensive discharge instructions and resources for follow-up care.
- Promoted a collaborative environment among colleagues by sharing best practices for efficient coordination across departments involved in the discharge process.
- Worked collaboratively with clinical and non-clinical team members to solve complex discharge issues.
- Assisted families in navigating complex healthcare systems, providing guidance on available services and support options.
- Streamlined workflow by developing efficient systems for tracking patients'' progress throughout their hospital stay.
- Managed caseloads effectively, prioritizing high-risk cases for more intensive support during the transition period following discharge from the hospital setting.
- Identified and referred patients to social work department for additional coverage and services.
- Maintained up-to-date knowledge of regulatory requirements, ensuring compliance with all applicable laws and guidelines related to patient discharge processes.
- Conducted follow-up evaluations with discharged patients, identifying any barriers to recovery and addressing them promptly.
- Established strong relationships with community-based organizations to provide additional resources and support for discharged patients in need of continued assistance at home or other facilities outside hospitals.
- Provided training for new staff members, fostering a culture of continuous learning within the department.
- Participated in ongoing training sessions to stay current on industry best practices for medical data entry procedures and software utilization.
- Demonstrated adaptability by mastering new software systems as they were introduced, maintaining expertise in multiple medical data entry platforms.
- Minimized delays in treatment plans through efficient scheduling of appointments, tests, and procedures using relevant software tools.
- Ensured continuity of care among providers with accurate documentation of referral information between specialists.
- Increased team productivity by training new staff members on medical software systems and best practices for data management.
- Assisted in maintaining HIPAA compliance with strict adherence to privacy regulations during data entry tasks.
- Enabled smooth transitions between healthcare settings with prompt transfer of discharge summaries to nursing homes or rehabilitation centers as needed.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Communicated with healthcare providers to facilitate continuity of care.
- Promoted patient self-management by providing education on chronic condition management and healthy lifestyle choices.
- Maintained detailed records in compliance with agency standards and regulations.
- Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
- Served as a liaison between patients, families, physicians, insurance providers, and other healthcare professionals for seamless care coordination efforts.
- Maintained strict adherence to professional ethics and confidentiality guidelines, safeguarding sensitive information and promoting trust.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Evaluated clients progress and adjusted service plans to address areas of concern.
- Monitored patient progress closely, adjusting care plans as needed to promote ongoing improvement.
- Maintained network of community resources to provide most comprehensive support services possible to clients.
- Reduced hospital readmission rates by providing comprehensive discharge planning and follow-up support.
- Maintained up-to-date knowledge of community resources by networking with local organizations and attending professional development opportunities.
Personal Care Coordinator
CalOptima
07.2015 - 06.2023
- Identified potential health risks through regular assessments, implementing preventive measures for improved wellbeing.
- Provided compassionate support and guidance to clients during challenging life transitions or medical events.
- Established strong community connections to identify helpful resources for clients and their families.
- Conducted thorough evaluations of clients'' living environments, recommending modifications for increased safety and accessibility.
- Reduced patient anxiety through effective communication and active listening skills.
- Improved communication between healthcare providers and patients by coordinating care plan meetings and updates.
- Championed a patient-centered approach to care planning, resulting in increased patient satisfaction levels and stronger rapport between patients and healthcare providers.
- Assisted patients in achieving their goals by providing ongoing support and guidance throughout the care plan process.
- Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
- Demonstrated adaptability by mastering new software systems as they were introduced, maintaining expertise in multiple medical data entry platforms.
- Collaborated with interdisciplinary teams to ensure comprehensive care for patients by sharing relevant data during case conferences and meetings.
- Increased team productivity by training new staff members on medical software systems and best practices for data management.
- Assisted in maintaining HIPAA compliance with strict adherence to privacy regulations during data entry tasks.
- Improved workflow efficiency by cross-training in various medical specialties and providing coverage during staff shortages.
Customer Service Representative
CalOptima
06.2013 - 07.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Managed high-volume call center operations, ensuring efficient handling of customer inquiries and concerns.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Managed high-volume call center, prioritizing urgent issues while maintaining a professional demeanor under pressure.
- Exceeded target key performance indicators regularly, contributing significantly to the success of the call center operation as a whole.
- Participated in ongoing training sessions to stay current on industry best practices for medical data entry procedures and software utilization.
- Streamlined communication between healthcare professionals by promptly transferring pertinent medical information across departments.
Data Entry
CalOptima
08.2012 - 06.2013
- Ensured accurate record-keeping through diligent data entry and documentation practices.
- Assisted in training new employees, sharing tips for efficient data entry techniques.
- Consistently met deadlines for data entry, improving overall efficiency of the department.
- Efficiently managed data entry tasks, ensuring accuracy while maintaining strict confidentiality standards.
- Expedited data entry tasks with efficient typing speed and accuracy.
- Performed data entry, filing, copying and faxing.
- Supported administrative staff with accurate data entry for important documents and reports.
- Supported team members with data entry tasks for timely completion of projects.
- Performed general clerical tasks such as filing, faxing and data entry.
- Contributed to project success, meeting all data entry deadlines without compromising quality.
Education
Certificate -
Motivational Interviewing Training
Orange, CA06.2024
Certificate -
Alzheimer's/Dementia Training
Orange, CA03.2019
Diploma - Ultrasound Technician
Newbridge College
Santa Ana, CA05.2009
High School Diploma -
Santiago High School
Garden Grove, CA06.2007
Skills
- Care planning
- Motivational interviewing
- Cultural sensitivity
- Documentation proficiency
- Client assessment
- Healthcare
- Problem-solving
- Multitasking and organization
- Dependable and responsible
- Patient care
- Strong ethics
- Compassion and empathy
- HIPAA compliance
- Respectful and compassionate
- Time management
- Verbal and written communication skills
- Clinical documentation
- Service coordination
- Patient education
- Resource utilization
- Discharge planning
- Care transitions
- Outcome assessment
- Patient & family support
- HIPAA guidelines
- Multidisciplinary team collaboration
- Medicare compliance
- Microsoft outlook, word, and Excel
- Avaya call center
- Call center customer service
- Computer literacy and data entry
- Flexible and adaptable
- Excellent communication
- Organization and time management
- Medical terminology
- Teamwork and collaboration
- Reliability
- Computer skills
Languages
Spanish
Timeline
TCS Personal Care Coordinator Sr.
CalOptima
06.2023 - Current
Personal Care Coordinator
CalOptima
07.2015 - 06.2023
Customer Service Representative
CalOptima
06.2013 - 07.2015
Data Entry
CalOptima
08.2012 - 06.2013
Certificate -
Motivational Interviewing Training
Certificate -
Alzheimer's/Dementia Training
Diploma - Ultrasound Technician
Newbridge College
High School Diploma -
Santiago High School
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