Technical Assitant / Alzheimer's Association

Oct 2019 - Current

Provide support and expertise in dementia in order to help create a world without Alzheimer’s and Dementia.

Part of Spanish, chat, registration, and Spanish pointer study teams.

Meeting or exceeding all agent metrics of customer service, schedule adherence, and call quality.

Assisted with onboarding and training.

Facilitated and scheduled Spanish peer group meetings.

Resolved caller issues quickly and thoroughly.

Served customers in a friendly, efficient manner following outlined steps of service

Achieved high satisfaction rating through proactive one-call resolutions of customer issues

Consistently maintained 91% customer service satisfaction

Program Coordinator / Brookdale

Nov 2018 - Mar 2020

Clare Bridge Coordinator. Develop programming for people living with dementia and coordinated memory care unit.Provide dementia education and training to new employees and advice current coordinator on best practices.

In charge of implementing programming standards for Clare Bridge programming.

Developed monthly Life Engagement Calendars to meet and exceed programming standards.

Developed rapport with team and Assisted in coaching team to provide excellent resident experiences.

Lead all group activities for Clare Bridge Residents.

Completed all required documentation to provide meaningful programming.

Organized and lead resident council meetings and advocated for Clare Bridge residents

Communicated with residents' families to increase resident family satisfaction with programming.

Assisted Living and Memory Care Assistant Director New Perspective Senior Living

Jun 2010 - Mar 2012

Assisted in the oversight of a 120 bed assisted living community and 40 bed memory care unit.

Spearheaded project for the company wide implementation and management of proper utilization of electronic call lights, health records, health. monitoring apps and electronic activity programing. Achieved by designing and creating best practices for training and implementation.

Community liaison to corporate information technology department. Partnered with clinical nursing department to safely implement electronic medical administration record.

Developed and innovated community workflow to ensure and maximize resident independence and comfort while reducing average daily. costs by using and managing Eldermark EHR system.

Increased occupancy by ensuring positive rapport in the community as shown by Senior Advisor to be in the top 1% of assisted living.

Worked with third party vendors to source and organize a healthcare monitoring application catered towards memory care residents.

Researched and sourced applications to lower weekly transportations costs of residents.