Zara Debs

• Approve Caregiver feedback data to identify SIRS and report to Care Managers for further actioning.
• Preparing and leading Client Services team through internal and external audits.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Developed strong relationships with clients by providing exceptional customer support and maintaining open lines of communication.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Contributed ideas during team meetings that led to the implementation of innovative solutions for enhanced customer experience management.
• Maintained and managed customer files and databases.
• Implemented regular follow-ups with clients to ensure their ongoing satisfaction and to address any concerns before they developed into larger issues, proactively managing potential risks.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Trained and supervised new incoming client service coordinators on best practices to meet organization goals.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Outstanding communication with patients, patient families, and health care professionals.
• Monitoring and actioning email/phone call requests for new/changes to client schedules from brokers including communication with brokers and CG’s.
• Monitor shared email for actions and coordinate workflow with Client Services Team.
• Working with stakeholders providing initial requests and onboarding new providers
• Manage all Approve Service provider’s management, managing compliance, onboarding and off boarding.
• Managing and creating relationships with RPN’s
• Client budget and service management.
• Provide guidance and support to CG’s to assist them in providing quality care.
• Monitor, mediate, manage and ensure a record is maintained of all interactions with clients/client families and CAREGivers and address any issues/concerns immediately.
• Recognise and capture opportunities to maintain and increase service hours and/or increase quality care.
• Enter and maintain accurate and up to date CAREGiver and Client information in the Relationship Management System (RMS) and manage CRM System.
• Maximise the integrity of the data in the RMS and utilise functionality to support the effective and efficient matching of CAREGivers and clients.
• Actively participate as a team member to support the achievement of our organisational goals and strategies.
• Always provide a high standard of customer service to all stakeholders.

• Schedule all Home Care Package, Private and Brokered clients hours of service.
• Monitor and respond to all incoming emails.
• Monitor, mediate, and log all communication and activity utilizing the software system.
• Demonstrate open and effective communication with colleagues and customers.
• Negotiate schedules, in order to maximize efficiency and utilization.
• Follow up with all client issues to ensure their problems are resolved.
• Monitor schedules and minimize Caregiver overtime.

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• Recognize and capture opportunities to increase client hours in scenarios to enhance and/or increase quality service.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

• Adverse Event reporting management, quality checks, nurse/report follow up and ongoing update training.
• Building and maintaining relationships with internal and external staff to ensure smooth and efficient running of the programs eg; Nurses, health care professionals, patients.
• Ongoing liaison with line manager and other team members to ensure quality control, general direction and effectiveness of activities.
• Corresponding and regular follow-up with patients and Health Care Professionals to ensure satisfaction and quality program delivery.
• Providing excellent customer service.
• Providing high quality data entry, word processing and general administration.
• Maintaining and coordinating all allocated programs and adjusting to each different needs of the program.
• Collaborated with leadership to devise initiatives for improving nursing satisfaction, retention and morale.

• Liaised between clients and vendors and maintained effective lines of communication.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
• Managed filing system, entered data and completed other clerical tasks.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Assisted development and implementation of new administrative procedures.
• Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
• Generated leads to meet and exceed revenue goals by identifying new clients.
• Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
• Revised and finalized letters, briefs, and memos.
• Edited and proofread legal documents to verify accuracy.
• Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
• Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
• Prepared legal briefs, motions, and pleadings.
• Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
• Aided settlement negotiations with effective summary reports outlining key points from discovery materials for use during mediation sessions or pretrial settlement talks.
• Liaised with other paralegals and legal staff to complete common tasks on schedule.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Gained extensive knowledge in data entry, analysis and reporting.
• Improved case management systems with effective organization strategies, enhancing overall productivity within the firm.