•Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service while ensuring the presence and the use of SRFC, Inc.’s accountability platform (RACI) within all programs. • Serves as a member of the Quality Assurance Team and attends meetings as scheduled• Submission of all requested documentation and reports • Work closely with Chief Operating Officer and management team to set and/or implement policies, procedures and systems and to follow through with implementation.• Communicate all operating policies and/or issues at department meetings.• Responsible for communicating with Human Resources for staffing needs, employee concerns, and corrective action measures.• In conjunction with the program manager, creates systems to and monitor productivity for direct care personnel• Responsible for creating a system to ensure that proper documentation is submitted by employees in accordance with established policy.• Resolution of employee and agency directed concerns to ensure quality service delivery.

● Oversees the organizational and administrative support for the mental health services agency's regional operations—implementing continuous improvement projects that streamline work processes, increase efficiency, and drive accountability.● Serves as the region’s human resources lead, collaborating with the HR division to communicate staffing needs, evaluate staff performance, address employee concerns, and implement corrective actions. ● Develops systems to improve performance including creating a system to ensure that proper documentation is submitted and in adherence with the agency’s ethics, service, regulatory, and professional policies. ● Handles confidential information and materials related to personnel and mental health services—exercising discretion to ensure proper storage and maintenance of confidentiality. ● Conducts regular meetings with program managers to review reporting tools, resource management, and staffing levels—building strong channels of communication and collaboration. ● Responsible for customer service escalations—leveraging strong communication and problem-solving skills to resolve concerns, make impactful decisions, and deliver high-quality service. ● Assists with the organization’s audit and accreditation process, organizing the complex documentation and materials needed to ensure the facility’s certification.

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● Supervised Third-Party Recovery and Buy-in functions within the Finance and Accounting unit of the Department of Health and Human Services—responsible for financial analysis and reporting, office administration, and cross-department coordination. ● Managed a team of eight analysts—assessing performance, directing workflows and priorities, coordinating between personnel and human resources, and ensuring compliance with required regulations. ● Maintained accurate financial records for the department, exercising superior organizational and documentation skills to ensure accuracy, track payments, and receipts, manage reclamation and recoveries, and update CMS data. ● Ensured the unit’s compliance and adherence to requirements of applicable State Plan Amendments (SPA) State and Federal Regulations, leveraging a deep working knowledge of government compliance standards. ● Exercised superior communication skills to coordinate unit stakeholders including vendors, technology service providers, and cross-functional departments, fostering greater collaboration and transparency.

● Managed and provided direct oversight to 30 licensed clinicians—ensuring compliance with all state and government requirements, coaching team members on strategies to better serve clients, and conducting trainings on policies and procedures. ● Responsible for the administration of the human resources function for the department—leading interviewing, onboarding and training, credentialing applications, managing payroll, and performing staff evaluations.● Cultivated strong relationships with community stakeholders, state officials, and community participants in North Carolina to achieve regional objectives and deliver greater community impact.● Provided administrative and financial functions for the organization by communicating with the Eastern Corporate Division through confidential spreadsheets and emails.● Participated in developing practices, policies, and procedures for programming, ensuring compliance with Federal and State contracted guidelines.

● Oversaw the administrative and human resources functions for the mental health services company including billing, personnel issues, human resource policies and procedures, payroll, and quarterly tax preparations and submissions.● Acted as the human resources manager for the region, responsible for reviewing resumes, determining disciplinary action, conducting orientations, organizing benefits administration, and calculating payroll taxes.● Administered the payroll system, including benefit changes, PTO accruals, timesheet verification, and calculating incentives and commissions.● Partnered with treatment teams to organize and facilitate client medical appointments and clinical treatment—handling confidential medical records in compliance with required regulations.

● Collaborated in the development and delivery of new workshops and services to support consumers and staff in achieving person-centered treatment and performance plan goals.● Trained and coached supervised staff in assisting consumers with re-entry into the community and participated in the hiring process.● Provided exceptional customer service by answering inbound calls, scheduling meetings, and addressing concerns promptly and professionally.● Maintained comprehensive personnel files on all employees and subcontractors to ensure compliance with state and federal regulations.