• Quality Analyst – Provides feedback to Managers/Directors on quality trends and training opportunities. Develops and maintains the design of call and report monitoring formats, quality standards and an assessment database. Develop, implement, and deliver transactional/process related training programs in support of departmental objectives. Performs call assessments.• Training Coordinator – Develop learning assets using a variety of authoring tools/technologies aligned with current strategies. Supports the design, development, and implementation of new learning programs to achieve a blended learning approach for all assigned training programs. Deliver and facilitate training content using various platforms including but not limited to face to face and virtually. Supervise, coach, and evaluate new hires while in training and counsels when necessary, to address areas of improvement. • Credentialing Specialist - Keep up to date nurse enrollment process and records and track nurse participation levels.

• Supervised a staff of 20 benefit counselors, 7 Work from Home benefit counselors, and 2 Team Leads. Provided health and benefit consultations to over 260+ clients. • Assigned and directed the workflow of team members, and coordinated with other functional areas inside and outside of the department.• Continuously communicated with each team member, promoted and encouraged a positive team atmosphere. Addressed team issues promptly. Maintained a file of documentation for each employee, giving appropriate feedback and counseled when necessary.• Coached and coordinated the development of staff.• Assisted in preparation of budgets and supported revenue and budget goals.• Monitored processes and procedures for efficiency and implemented changes.• Responsible for staffing issues, turnover, hiring events, recruiting, interviewing, training, coaching and counseling, payroll, health and benefits, FMLA, LOA, and terminations.• Worked with upper and senior management to design and implement tools and controls to achieve performance goals and compiled and presented chart presentations to them on a weekly basis comparing performance and quality trends against set goals.• Used root cause analysis to recognize issues and develop process improvements that lead to cost savings.

• Supervised a nursing staff of 6-8 nurses on the evening shift. Treated on average 20-30 offenders per shift for various medical reasons.• Conducted regular medical records review and audits to assure quality measures were being followed and maintained. • Developed tracking and assessment tools to help prioritize workflow to insure timely provision of nursing services.

• Managed second shifts by supervising, staffing, and assigning responsibilities to 2 Certified Medication Aides and 6 Residential Treatment Aides.• Collaborated with physicians and other health care providers to establish, implement, and maintain quality patient care and services.

• Served as a certified mediator which included but not limited to assisting with disputing parties in reaching mutually acceptable agreements regarding their dispute, identified pertinent issues, clarified any misunderstandings, explored solutions, and negotiated agreements. • Negotiated EEO and Non-EEO disputes, employee to employee disputes, employee to management disputes and matters of the Union.• Served as lead nurse, with responsibility to supervise 7 L.P.N.’s, and 5 Unit Clerks. • Staffed and scheduled nursing personnel while determining appropriate staff mix – including budgeting and managing the use of temporary agency nursing staff as appropriate.• Developed processes to screen, interview, hire, train, coach and counsel, terminate, and maintain the competency of all department staff.• Evaluated individual performance of team members, which included Written Annual Performance Appraisals and Performance Improvement Plans.• Developed and monitored budgets and resource allocations within the department while identifying strategies to reduce costs and improve quality of care and service ($500K - $720K).• Developed metrics to determine inefficiencies and areas of improvement throughout the department.• Through the use of data collection, identified process problems and implemented new and improved policies and processes.

• Supervised a staff consisting of 20 specialty surgeons, 40 Registered Nurses, 15 Licensed Practical/Vocational Nurses, 20 allied health, 10 Unit Clerks, and 3 Communication Technicians.• Scheduled, coordinated, and delivered patient care to military personnel within a 20 bed unit performing specialty and general surgery.• Supported emergency services in the implementation of medical treatment and the performance of clinical skills.• Fulfilled the role of Staff Development monitor, reviewing and updating training and education records, monitoring for education and training compliance against civilian and military compliance, and updated policies and procedures for the department.• Managed and implemented patient care for military and Department of Defense population providing clinical skills and treatments from noninvasive to invasive procedures and case management.• Developed and implemented a new organizational triage system increasing efficiency and communication across departments and staff members.