A Michelle Smith, Lmsw, Mba Email & Phone Number

Knoxville, Tn, Us

Oversight and management of all components of operation for programs within the assigned region of Tennessee to ensure licensing compliance and improved quality of life for members and staff. Specific Responsibilities: • Assure 100% delivery of all contracted programs and services • Responsible for supervision and support of Program Directors, and support staff to maintain day to day program operations. • Represent the organization in all state and regional level meetings, boards and trainings as requested. • Collaborate with the National Director of Residential Operations, Corporate Executives and Departments to facilitate all corporate wide initiatives. • Responsible for ongoing auditing and reporting of outcomes to ensure compliance with all regulatory and credentialing requirements associated with each program or product to assure quality services are provided to all members. • Responds to potential violations of rules, regulations, policies, procedures, and standards by evaluation or recommending the initiation of investigative procedures. • Responsible for resolution of significant deficiencies in quality and compliance standards and work with the Program Director as well as National Director of Operations, Quality and HR in preparing, prioritizing, and monitoring a reparation schedule. Follow up to sustained compliance and corrective actions have been implemented to adequately resolve deficiencies or complaints as required.• Oversee hiring, orientation, and training of all program staff as well as performance management for existing staff within assigned region is completed as required. • Monitor all program and regional budgets as well as product operational model compliance.• Provide back-up coverage for Program Directors as needed. • Provides regional and program reports on a regular basis as directed.

Knoxville, Tn

• Completed documented 90 day reviews, monthly supervision and annual evaluations for all direct reports.• Planned and coordinated community operations, schedules and process compliance• Coordinated all staff schedules to align with the service delivery model.• Ensured assigned program met 80% of contract compliance measures• Coordinated all appointments and transportation needs• Supervised site maintenance needs and service requests• Ensured Admission and Discharge processes were followed• Ensured that Incident Management Processes were followed per P&P• Ensured financial operation processes are followed• Ensured all required team meetings were held and documented as required.• Ensured that daily shift handover meetings were conducted and documented in EMR• Ensured mini team and shift handover interventions were executed and documented in EMR• Ensured DBT Consultation was scheduled and conducted weekly• Scheduled and facilitate monthly staff meetings• Ensured medication processes are followed per P&P• Coordinated and ensured ordering, stocking and recording of medications were accurate in EMR• Ensured clinical directives were followed by team and documented in EMR• Ensured labs were scheduled and executed per psychiatrist orders• Ensured annual medical appointments were scheduled, completed and documented in EMR• Ensured annual Physicals were scheduled, completed timely and documented in EMR• Ensured dental exams were scheduled, completed, and documented in EMR semi- annually• Ensured Quality Management oversight through completion of all compliance audits, checklists and chart reviews.• Participated in Quality Assurance Meetings• Safety Drill and supply management oversight• Supervised fire safety inspections• Ensured Off hours Apartment fire drills were scheduled, completed, and uploaded to SharePoint• Performed bi-monthly fire drills• Completed trainings as aligned with regulatory compliance

Knoxville, Tn

Provided social work and case management services for members, families and other providers/funding sources to ensure coordination of care for assigned members.• Specific Responsibilities:• Coordinated new admissions to program with Admissions and Program staff• Participated in the treatment/recovery planning process with program and staff members• Coordinated financial eligibility and benefits• Completed authorization reviews with MCO’s and Payers• Developed APPLE transitional planning tool with members and communicated this to team and other supports• Followed up contact with graduated members• Consulted with families, psychiatrists, therapists for assigned members• Prepared and provided group services at assigned program – Transition Workshop• Participated in phone coaching/crisis management system • Supported members to complete Distress Tolerance Plans• Oriented member and family to phone coaching system• Carried and responded to coaching phone calls on assigned shifts• Attended Team meetings, consultation team and staff meetings• Back Up Support to Program Director (coverage)• Completed continuing educational requirements as aligned with regulatory compliance

Knoxville, Tn

• Provided systemic consultation• Participated in Project Transition trainings and events• Maintained linkages and relationships with community partners• Assisted with referrals for consultation and treatment as needed• Ensured the coordination of SOS team meetings and crisis plan development for individuals• Provided outreach visits to the individuals’ home, day and vocational settings as needed• Provide Support and training on the crisis plan to both member and members SOS team• Developed Comprehensive Assessments, Cross-Systems Crisis Prevention and Intervention Plans, intake/assessments, intervention and outcome plans any other applicable documentation of services provided• Maintained an active caseload of individuals referred for SOS Services• Provided on-call support on a rotational basis as part of a SOS Team

Knoxville, Tennessee Area

• Assisted eligible HIV positive clients in applying for Ryan White Part B (or other Parts) programs as appropriate. • Assisted clients in maintaining or applying for all possible third-party payer programs; with a primary focus of maintaining the cost of care, whenever possible, in the private sector. • Assisted eligible clients in accessing health related services not provided by a private or public healthcare policy and/or by the Grantee (including, but not limited to, nutritional counseling, dental care, home health services, etc.). • Assisted eligible clients in establishing a clear understanding of their health care coverage (i.e., Managed Care Organizations) to maximize and facilitate smooth delivery of health care services. • Coordinated with appropriate regional consortia and various community-based organizations, to link eligible HIV clients with services that can assist with social support needs such as transportation, food services and housing. • Encouraged community service providers to participate in the Medical Services Program as a designated provider for the Ryan White Medical Services Fee Schedule.

Knoxville

•Answered inbound calls from customers inquiring about products and/or services and converted the calls in to home appointments.•Provided customer service to existing clients through troubleshooting, and offered the best solutions to generate sales.•Made outbound sales calls and offered product solutions to current customers, and generated in home sales appointments.Travelers Insurance

•Obtained and maintained insurance license in the state of TN as well as 46 other states.•Reviewed auto, home, personal property, and personal liability policies at inception and renewals to determine whether or not they were eligible for coverage based on the guidelines of the company and the state and took action accordingly.•Answered inbound calls and made outbound calls to sales consultants, agents, and customers to approve eligibility or to give notice of cancellation of policy or contingency renewals.•Completed QA reviews on sales consultants to ensure that they were following state and company guidelines and provided feedback accordingly.

Master Of Business Administration - Mba, Health/Health Care Administration/Management

Master Of Science, Social Work

Activities and Societies: Phi Alpha Honor SocietyEvidenced-Based Interpersonal Practice Concentration Advanced Placement GPA 3.7/4.0

Bachelor Of Science Honors Concentration, Social Work, 3.7/4.0

Activities and Societies: Phi Alpha Honor Society Presented research poster entitled The Association of Medication Compliance and Health.