Aezee Joon Roma

• Led the company's Quality Assurance and Agency Operations functions, ensuring compliance with home health documentation standards, regulatory requirements, and internal quality benchmarks.
• Developed and implemented operational policies, workflows, and quality improvement initiatives to improve efficiency across multiple departments.
• Oversaw QA teams responsible for reviewing therapy documentation, monitoring productivity, audit performance, and documentation accuracy.
• Managed operational relationships with home health agency partners, addressing compliance concerns, process improvements, and service quality.
• Designed reporting dashboards and performance metrics to monitor department health, identify operational risks, and support leadership decision-making.
• Led investigations of documentation issues, patient complaints, and operational incidents while coordinating corrective actions with internal teams and agency partners.
• Spearheaded the development of Agency Operations & Management Services (AOMS), expanding operational support services for home health agencies, including QA, documentation, intake coordination, and administrative operations.
• Collaborated with executive leadership on strategic planning, service expansion, staffing models, and continuous process improvement initiatives.

• Served as primary liaison between home health agencies and internal departments, facilitating timely coordination of therapy services to enhance patient care.
• Managed client relationships by resolving operational concerns, providing service updates, and maintaining high levels of customer satisfaction.
• Coordinated communication among therapists, care coordinators, staffing teams, QA, and home health partners, ensuring seamless patient care operations.
• Monitored service delivery, addressed escalations, and implemented solutions to improve client experience and operational efficiency.
• Supported business development by identifying opportunities to strengthen partnerships and expand service offerings.
• Supported workflow improvements, policy implementation, and cross-department collaboration to achieve operational goals.

• Led Quality Assurance team in reviewing physical therapy, occupational therapy, speech therapy, and OASIS documentation to ensure compliance and quality standards.
• Ensured clinical documentation met Medicare, CMS, payer, and home health agency requirements before submission.
• Conducted quality audits, monitored productivity, tracked performance metrics, and coached team members to maintain documentation accuracy and compliance.
• Developed QA standards, training materials, and review guidelines to promote consistency across the department.
• Collaborated with therapists and agency partners to resolve documentation deficiencies and improve clinical documentation quality.
• Identified workflow bottlenecks and implemented process improvements to reduce turnaround times while maintaining compliance standards.
• Supported leadership in monitoring department performance through comprehensive reporting and analysis of quality metrics.

• Coordinated therapy referrals by matching qualified therapists with patient assignments, ensuring optimal alignment of location, discipline, availability, and payer requirements.
• Managed therapist scheduling while ensuring timely patient coverage and minimizing missed or delayed visits.
• Facilitated communication with therapists, home health agencies, and internal teams to ensure clarity on referrals, scheduling updates, and staffing changes.
• Monitored open referrals and proactively resolved staffing challenges to maintain service continuity.
• Maintained accurate scheduling records, tracked referral status, and ensured timely follow-up on pending assignments.
• Optimised staffing workflows and improved referral turnaround times through effective coordination and communication.

Operations Supervisor (2018 – 2019)

• Supervised team of customer service representatives, achieving service level agreements (SLAs), quality metrics, and customer satisfaction goals.
• Monitored team performance through coaching sessions, performance reviews, and real-time support.
• Conducted performance analysis and implemented action plans, enhancing operational results.
• Collaborated with training, quality assurance, and workforce management teams to achieve business objectives.
• Developed team members through coaching, mentoring, and performance management.

Training Lab / Trainer (2017 – 2018)

• Facilitated new hire training and nesting programs for customer service representatives.
• Conducted product, systems, and customer service training while evaluating trainee performance.
• Partnered with operations leaders to improve training effectiveness and transition readiness.
• Provided coaching and feedback to support employee development and performance improvement.

Customer Service Representative (2016 – 2017)

• Delivered customer support for Sprint customers through inbound service channels, resolving billing, technical, and account-related concerns.
• Resolved billing, technical, and account-related concerns while maintaining quality and customer satisfaction standards.
• Consistently met productivity, quality, and performance targets.