CYNTHIA A. HARTIGAN
MEDFORD
Summary
Dynamic HR/Office Manager with a proven track record at Immaculate Homecare Services, excelling in client billing and relationship building. Expert in staff development and operations management, I successfully resolved client issues and improved service quality, enhancing overall satisfaction. Proficient in MS Office Suite and Wellsky Personal Care, I thrive in fast-paced environments.
Overview
29
29
years of professional experience
Work History
HR/Office Manager
Immaculate Homecare Services
Woburn
05.2024 - Current
- Managed daily operations for homecare services and administrative tasks.
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Ordered supplies and equipment to maintain adequate inventory levels.
HR/RECRUITING COORDINATOR
Right at Home Senior Care
Bedford
03.2022 - Current
- Interview, vet and orient HHA/CNA/PCA caregivers.
- Schedule and monitor caregiver automated in-service training.
- Conduct reviews and authorize hourly increases.
- Collaborate with state and veteran agencies to provide home care services through agency programs to 200+ clients in private homes.
- Establish system authorizations, prepare weekly billing/payroll and resolve client issues.
- Schedule, supervise and coach 250+ caregivers.
- Develop and maintain monthly schedules, time reporting, OT costs and PTO requests.
- Navigate families through elder care challenges and conduct quarterly QA calls.
- Resolve caregiver and client issues and provide on-call support as needed.
- Renew CNA certificates, manage in-service training.
CLIENT SERVICES DIRECTOR
Home Instead Senior Care
Lexington
05.2013 - 03.2022
- Scheduled 140+ caregivers to provide services for 100+ clients in nursing facilities, private homes and assisted living communities.
- Resolved issues and provided high quality support to clients, families and community partners.
- Coached, trained and resolved caregiver issues.
- Scheduled time off, prepared payroll, assisted in hiring and orientation.
- Developed and maintained monthly schedules based on client needs and preferences.
- Managed time reporting, OT costs, PTO requests and client schedule adjustments.
- Navigated families through elder care challenges and offered additional services.
- Conducted QA visits to resolve client issues and ensure 5 star client satisfaction.
- Managed Clear Care scheduling system conversion from in-house system.
- Created and trained staff on Hospice Care requirements.
- Resolved caregiver issues and provided on-call support as needed.
SCHEDULING COORDINATOR
Amedisys (formerly Compassionate Care Hospice)
Woburn
05.2012 - 04.2013
- Scheduled 40 Certified Nurse Assistants (CNA) to provide end of life care to 160+ hospice patients in nursing facilities, private homes and assisted living communities.
- Scheduled time off, prepared payroll and assisted in hiring, orientation and in-service training.
- Managed CNA time reporting, OT costs and ensured proper documentation to meet Medicare requirements.
- Conducted and reported periodic documentation audit results to QA and resolved discrepancies.
SCHEDULING COORDINATOR
Senior Bridge
Needham
11.2009 - 07.2011
- Recruited, hired oriented HHA, CNA, RN and LISW staff.
- Scheduled 60+ caregivers to support 35 clients with private in home and assisted living facility care; managed branch office operations.
- Managed weekly schedules and in-service training.
- Managed office ops for 7 staff and completed payroll.
- Interfaced with vendors to resolve issues.
OPERATIONS MANAGER – CALL CENTER & INVOICE PROCESSING
Agero (formerly Cross Country Services)
Medford
11.2007 - 07.2009
- Managed ops team of 40; provided roadside assistance warranty programs generating 5m annually; improved 4 underperforming groups in 10months; resolved contractor, vendor and customer issues.
- Exceeded quality goal 9 of 12 months in first year.
- Managed 12k call center volume and 10k invoice processing volume per month.
- Reengineered call center process, increased productivity 40%, reduced abandoned calls 30%.
- Implemented team invoice processing goals, increased productivity 40%.
- Developed & implemented formal procedures & processing standards to meet goals.
- Developed & implemented invoice error monitoring system, improved quality 30%.
SENIOR OPERATIONS MANAGER – MUTUAL FUND PROCESSING
State Street Corporation (formerly Investors Bank & Trust)
Quincy
06.2005 - 11.2007
- Managed mutual fund organization of 22, supporting 2900 funds for 330 fund companies, serving 2800 clients.
- Directed processing of 15k+ trades monthly & maintained 98% NSCC trade execution rate.
- Defined & implemented structured trade control process & reduced risk by 40%.
- Led income processing automation project, improved productivity 45% & reduced errors 20%.
- Managed automated execution of 250+ asset income transfers monthly.
- Developed & implemented management mentor program to improve supervisor leadership skills.
- Participated in interdepartmental project to automate reconciliation project & reduced risk 30%.
CLIENT SERVICES MANAGER
Tensor Corporation
Chelsea
06.2004 - 05.2005
- Managed light fixture development for big box retailers such as Walmart, Kmart and Target.
- Managed 6 accounts generating $10.7M in sales, directed 3 associates generating $14.4M in sales.
- Managed projects, provided sales quotes, managed inventory plans based on sales history & selling trends.
- Managed markdown, advertising programs, sales promotions and buyback/damage plans.
OPERATIONS DIRECTOR – FINANCIAL MESSAGING
Logica CMG
Waltham
01.1997 - 11.2001
- Managed international team of 34; supported financial software and technology services for 43 global clients for payments and message processing.
- Created client user group for product direction with 95% client participation.
- Managed $1.87m messaging project interfacing with Canadian Payments Association to budget.
- Managed 1998-2001 annual software releases ($1.25-$1.75m) to budget.
- Managed Y2K project, generated $225k in sales & provided 24 hour in-house support.
- Coordinated 2000-2001 client conferences to budget & generated 250k in product sales.
- Implemented client information website & reduced support calls 10%.
Education
High School Diploma -
Matignon High School
Cambridge05-1981
Skills
- Quick Assimilation
- Staff Development
- Office administration
- Client billing
- Staff supervision
- Problem solving
- Effective communication
- Conflict resolution
- Office management
- Relationship building
- Operations management
- Administrative support
- Client Services
- Process Improvement
- MS Office Suite
- Wellsky Personal Care
- Apploi
- Home Care Pulse
- Preintent
Websites
Timeline
HR/Office Manager
Immaculate Homecare Services
05.2024 - Current
HR/RECRUITING COORDINATOR
Right at Home Senior Care
03.2022 - Current
CLIENT SERVICES DIRECTOR
Home Instead Senior Care
05.2013 - 03.2022
SCHEDULING COORDINATOR
Amedisys (formerly Compassionate Care Hospice)
05.2012 - 04.2013
SCHEDULING COORDINATOR
Senior Bridge
11.2009 - 07.2011
OPERATIONS MANAGER – CALL CENTER & INVOICE PROCESSING
Agero (formerly Cross Country Services)
11.2007 - 07.2009
SENIOR OPERATIONS MANAGER – MUTUAL FUND PROCESSING
State Street Corporation (formerly Investors Bank & Trust)
06.2005 - 11.2007
CLIENT SERVICES MANAGER
Tensor Corporation
06.2004 - 05.2005
OPERATIONS DIRECTOR – FINANCIAL MESSAGING
Logica CMG
01.1997 - 11.2001
High School Diploma -
Matignon High School