Heather Brown Email & Phone Number

Fall River, Ma, Us

Fall River, Ma, Us

Fall River, Massachusetts, United States

East Lansing, Michigan, United States

Los Angeles, Ca

Reported to the Sr. Vice President of Compliance and Operations, provide operational and thought leadership to fulfill strategic goals of The Ontrak Program, a comprehensive behavioral health and wellness program implemented across several states. •Led all OnTrak quality and performance-related initiatives; ensured organizational alignment with contractual, regulatory, and industry requirements. •Re-architected customer service and staff training functions to adapt to the organization’s e volving needs. •Routinely reviewed operational and performance opportunities with executive and department leaders across the organization.•Designed and led audit processes and negotiated reporting and corrective action plans with health plan clients. •Managed teams including: program quality, organizational performance, customer service, and credentialing. •Provided organization-wide expertise and support for measurement, evaluation, and strategic improvement initiatives.•Facilitated a formal executive strategy review of organizational risks and opportunities.

Owosso, Michigan

Under the direction of the Director of Strategic Services, oversaw the agency’s Quality Assurance and Performance Improvement Program. •Facilitated agency-wide PI initiatives including: redesign of Access department to 24/7, training and workforce development initiative, creation of electronic contract and network management system, and revision clinical peer review tools and processes. •Oversaw the collection, preparation, and submission of required reports, corrective action plans, and data submissions.•Supervised individual and organizational activities in performance improvement, training, marketing and communications, community outreach, and evaluation and business intelligence.

East Lansing, Mi

In collaboration with organizational leadership, assist in the development and implementation of the health plan’s quality improvement program in accordance with standards set forth by regulatory bodies, accreditation standards, and organizational requirements.•Built the quality, operations, and administrative policy infrastructure of a brand-new ACA health plan co-op from zero to Excellent NCQA accreditation status in one year. •Created company-wide policies, procedures and governance to align with industry standards, best practice in population health, and regulatory guidelines. •Oversaw accreditation activities and initiatives, supervised credentialing, utilization management, customer service, and quality team members, led oversight of third-party vendors and delegates.

Grand Rapids, Michigan

Reported to the Vice President of Medical Operations and Customer Experience to provide internal evaluation and analysis of organizational strategic plans and design resulting in greater alignment of goals and with measurable outcomes.•Led complex initiative to address organizational compliance risk by re-aligning customer service process with accreditation requirements. •Oversaw CAHPS, provider surveys, and NCQA quality initiatives across commercial, Medicaid, and Medicare lines of business. •Department SME for preventive health, primary care access and availability, and customer experience.

The Sexual Assault Resource Analysis (SARA Project)Created mixed method evaluation tools for statewide technical assistance contract through the Michigan Department of Community Health. Coordinated and conducted interviews with public and private hospitals. Supervised graduate and undergraduate research volunteers. Compiled and evaluated current web-based interpersonal violence-related training opportunities for medical professionals. Responsible for written deliverables: patient information, provider resources, and year end evaluation report. System of Care Evaluation, Clinton, Eaton, Ingham Community Mental Health AuthorityPartnered with clients to design and implement evaluation plans, data collection, and verification tools. Conducted case file audits, stakeholder interviews, and site visits. Provided administrative and project management. The Women’s Health GroupProvided capacity building and technical expertise to a change management initiative in a hospital-based forensic nursing program. Collaborated with credentialing organizations, hospital administration, criminal justice systems, university partners, and patient advocacy groups to increase departmental capacity and readiness Developed systems and practices to improve business flow, minimize employee turnover and burnout, and increase patient satisfaction. Allen County Case Coordination System EvaluationWorked closely with human service agencies, community partners, and other stakeholders to evaluate the effectiveness of a multiagency human service delivery system. Utilized qualitative and archival research methods to gauge coordination, monitoring, and reporting systems. Created a long -range plan for infrastructure and process improvement based upon analyzed and interpreted data.

Lansing, Mi

Collaborated with criminal justice, education, and community sectors to design, implement, and evaluate community-based improvement initiatives. Project Manager for the CO/Motion Gun Violence Grant provided technical assistance and technical assistance to the Ingham County Youth Prevention Coalition (YVPC). Supervised MSW interns and community volunteers and contributed articles to the Quarterly Council Bulletin.

Ma, Ecolgical-Community Psychology

Activities and Societies: Representative: Council of Graduate Students; Graduate Student Wellness Task force; Women’s Advisory Committee.

Program Management Certification, Health Information Technology

Design and management of Health IT systems and processes in clinical and public health settings including, the mobile-adoption support.

Certificate, Human Resources Management

Certificate of completion in Human Resources Management.

Ba, Psychology & Education