During this job tenure, I manage multi-unit operations for veterinary hospitals, achieving annual revenues exceeding $5M. I excel in strategic planning and execution, leading to top 10% end-of-year results practice-wide among 1,037 hospitals. I drive market-leading growth in new pet acquisitions and maintain a position in the top ten for client engagement.• Cultivated culture of high associate engagement by transforming least engaged hospitals into market leaders for two years.• Attained top ten ranking in client engagement across practice as well as ranked 6th in practice for Banfield Foundation fundraising efforts in 2023.

I held multiple roles at COA and was requested to move into different roles/department to initiate process improvement plans. I steered multidisciplinary teams of Care Managers, Medicaid Specialists, and Support Staff to ensure high-quality service delivery and compliance with Medicaid and healthcare regulations. I led process improvement initiatives, policy development, and implementation to enhance operational efficiency and team performance. I conducted reviews of client documentation, providing critical feedback to staff for continuous quality improvement. I established internal policies and streamlined procedures to meet and exceed contractual obligations and funder expectations. I developed and deployed business plans to introduce new programs and established updated policies and procedures in accordance with contractual and funder requirements. I created performance dashboards to monitor individual and team performance and generated monthly activity and billing reports for the Vice President, Chief Executive Officer, and funders. I supervised an average of 20 staff, including Care Managers, Care Coordination Specialists, and support staff. Additionally, I collaborated with funders and internal departments to monitor and ensure compliance with policies and contractual requirements, creating internal policies and processes to meet these obligations. • Directed and executed various quality and process improvement initiatives.• Assessed and interpreted reports to identify trends and offer robust solutions.• Resolved individual and family member complaints effectively and compassionately.• Enhanced compliance across teams by 40% via execution of quality improvement plan to enhance service delivery standards.• Designed and executed project plan for the Medicaid Specialist team, leading to revision of all team policies and procedures.

In this position, I supervised 30 medical staff, including MDs, NPs, and nurses, while ensuring quality and operational efficiency at 30 plus sites. I developed and maintained onboarding and credentialing materials for providers in compliance with MCOs and regulatory agencies. Additionally, I created and communicated administrative policies, processes, and protocols to medical staff and site leadership.• Trained new medical staff on agency Electronic Medical Records (EMRs) systems.• Improved medical staff utilization and efficiency by collaborating with site leadership.

In this position, I prepared clinical reports, including individualized service plans, using agency electronic clinical documentation software. I collaborated effectively as a team member with internal and external stakeholders.• Guaranteed documentation compliance with contract, regulatory, and agency requirements and best clinical practices.• Used motivational interviewing skills to conduct assessments and develop accurate diagnostic summaries and service plans.

During this job role, I represented the agency in key collaborative and consortium meetings, fostering robust partnerships with foster parents, custodial agencies, and community stakeholders. I conducted pre-service and ongoing training sessions, including First Aid/CPR/AED certification, to ensure foster parent preparedness and compliance with regulatory standards.• Strengthened community ties and fostered relationships as agency representative to improve service quality/reach.• Obtained 10% growth in foster home network for Cincinnati office through recruitment events and marketing strategies.

• Managed an average case load of 21 foster youth• Visited foster youth weekly or bi-weekly while providing support services to foster families• Participated in team meetings with members from various disciplines and organizations to ensure achievement of all client’s objectives• Completed required documentation such as client monthly reports and treatment plans in a timely manner• Participated in crisis on call rotation