Felicia M. Jackson
Capitol Heights
Summary
Hardworking employee focused on completing work quickly to consistently exceed targets. Reliable Team member accustomed to taking on challenging tasks. Dedicated to business success.
Overview
12
12
years of professional experience
Work History
Staffing Coordinator
VMT Home Health Agency
Washington
09.2024 - Current
- Facilitated orientation sessions for new hires.
- Responded promptly to HHA time and attendance to process payroll time.
- Monitored performance of temporary staff members throughout their assignment duration.
- Ensured compliance with federal and state laws related to employment practices.
- Scheduled HHA between hiring managers and prospective employees.
- Oversaw 390 Home Health Aides staffing and related operations, with clock in and clock out, hiring and mentoring personnel.
- Coordinated staffing schedules to ensure optimal coverage across multiple patients.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Maintained confidentiality of patient information at all times as per HIPAA regulations.
- Recorded daily notes about client conditions, treatments provided and progress made.
- Complete daily incidents reports,with daily logs.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
Patient Care Coordinator, Patient Registration Clerk
Unity Healthcare
09.2021 - 09.2024
- Utilizes strength-based patient-centered motivational interviewing techniques to build rapport and help patients improve their health.
- Participates in the development, maintenance, and adjustment of individualized care plans for high-risk patients that address both medical and social barriers to accessing care.
- Acts as a professional liaison between hospitals, primary care providers, specialists, community resources and Managed Care Organizations on behalf of patients to ensure patient-centered care coordination.
- Identifies and track special populations including high-risk patients and other populations due for preventive or chronic care services.
- Helps patients obtain the care they want and need, when they need it, which may include: assistance with financial/insurance options, solutions for transportation and translation services, and/or removal or resolution of other barriers to care.
- Identifies and track patients discharged from the inpatient service or the emergency department.
- Utilizes team-based communication strategies to close the loop on referrals, hospital follow-ups and any outstanding items identified in the patient’s care plan.
- Supports the primary care team by providing panel management to decrease the number of patients lost to care, non-compliant in follow up care and disconnected from primary care.
- Performs outreach activities in primary care sites, homes, hospitals, and neighborhoods.
- Identifies which appointments may be made for patients before leaving the clinic and strive to coordinate care before they leave (e.g., mammogram and/or specialists).
- Identifies opportunities to close gaps in care.
- Works with inter-professional team members to identify barriers to care with the goal of finding solutions and resources to remove the barriers to care.
- Assists patients with navigating the healthcare system including but not limited to working with pharmacies, social service agencies, and insurance agencies as well as internal services such as the lab and other discharge processes.
- Participates in interdisciplinary case conferences and team meetings.
- Provides culturally appropriate health education.
- Provides cultural mediation between communities and health and human needs.
- Communicates patient-related needs to appropriate clinical staff including those on the patients care team as well as those providing care coordination and care management services.
- Acts as liaison between patient and Primary Care Medical Home in resolution of problems or referral of appropriate resource.
- With Support from nursing and social service staff, completes activities that helps inform the patient-centered care plan.
- Adheres to Unity’s HIPAA guidelines and ensures the appropriate handling of sensitive information.
- Performs other duties as assigned within the scope of position expectations.
- Train and prepare other employees to come on board.
Clinical Intake Coordinator Lead
Psychiatric Institute of Washington
Washington
08.2017 - 11.2020
- Prepared detailed documentation to facilitate seamless client intakes.
- Collected and organized time-sensitive records from client.
- Interviewed callers with motivational techniques to triage requests and determine eligibility for available services.
- Worked collaboratively with Intake coordinator to anticipate needs of Psych and detox clients.
- Worked with clinic coordinators to manage client no-shows.
- Initiated Psych and detox assessments and documented results for Intake coordinator review.
- Maintained excellent relationships between offices and hospital professionals to support reliable service delivery.
- Provided front desk support and customer service satisfaction to patients, with courtesy, respect, and professionalism.
- Monitored care delivery by completing patient rounds and maintaining case management files.
- Explained admitting procedures and obtained signatures on admission, clinical, and financial forms.
- Respected the rights of patients and maintained confidentiality.
- Identified insurance payer sources and verified insurance coverage.
- Train and prepare other employees to come on board.
CTC Supervisor/ Dispatch
First Transit (DC Circulator)
Washington
09.2016 - 04.2018
- Answering radio pages and calls in prompt manner and prioritize calls based on importance.
- Maintaining a daily log for all activities throughout the day.
- Making sure that all operators maintain on schedule by using the map to locate buses.
- Filling out necessary documents for incidents, accidents, broken down buses.
- Recording times for bus going in and out of service.
- Helped Operators with issue dealing with bus or problems with riders.
- Completed assigned tasks with little or no supervision.
- Followed established guidelines and procedures.
- Reviewed activities regularly to identify opportunities for improvement.
- Made sure to complete all task before shift end and pass down report.
Driver / Dispatch
First Transit (Metro Access)
Capital Heights
07.2013 - 07.2015
- Answering phones radioing driver using excel for trips and scheduling filing paperwork.
- Safely transport customer to their locations in a timely, safe and courteous manner.
- Determine each customer's ability to use the equipment in safe manner.
- Maintain driver logs and complete pre-trip inspections.
- Adhere to all safety requirements particular to the equipment, including First Transit Safety Regulations.
- Follow delivery/pickup instructions from Dispatcher and/or Control Panel.
- Perform any other duties as assigned by the Dispatcher or any Operational Manager.
Education
Trinity University -
Trinity University
Washington, DC01.2010
High School Diploma -
Howard D Woodson
Washington, DC01.2008
Skills
- Office Management
- Team Lead
- Clinical practice operations
- Customer Service
- Patient Intake
- Prepare reports
- Crisis Intervention
- MS Word
- MS Excel
- MS PowerPoint
- MS Outlook
- HHA Exchange
- Data- Entry
- Multi-line phones
- Pre-Authorizations
- Insurance Verification
Timeline
Staffing Coordinator
VMT Home Health Agency
09.2024 - Current
Patient Care Coordinator, Patient Registration Clerk
Unity Healthcare
09.2021 - 09.2024
Clinical Intake Coordinator Lead
Psychiatric Institute of Washington
08.2017 - 11.2020
CTC Supervisor/ Dispatch
First Transit (DC Circulator)
09.2016 - 04.2018
Driver / Dispatch
First Transit (Metro Access)
07.2013 - 07.2015
Trinity University -
Trinity University
High School Diploma -
Howard D Woodson