Kelly Hill, Lpc, Ncc, Ceap Email & Phone Number

Philadelphia, Pa, Us

Virtual

Partner across teams to support resolution of escalated customer issues. Oversee and manage the Client Support Escalation Team. Collaborate across the Client Support Team to ensure SLAs for client outreach and case work are met.

Virtual

Identifies and resolves client issues and collaborates with key stakeholders to proactively address quality trends/risks, provide recommendations that align with business and client-centered objectives, and monitor the impact of process improvement plans. Responsible for building, developing, and maintaining highly collaborative and effective working relationships with key stakeholder groups. Design and maintain program documentation. Lead the development and execution of quality dashboards and reports and translate data findings into understandable insights that drive behavioral change and customer experience improvements across the organization. Create aesthetic dashboards and reports to regularly communicate quality trends and opportunities for improvement.

Virtual

Lead and support a team of Quality Specialists responsible for complaint resolution and quality monitoring. Develop and facilitate quality assurance trainings for new hires and existing staff. Manage projects and quality initiatives, trending, and reporting. Analyze service issue data for insights and service improvements. Lead cross-functional teams to support business quality improvement. Support Account Managers/Executives as a subject matter expert in responding to customer breakdowns both directly with the customer and in written communications. Manage analysis and reporting of customer performance guarantees. Develop and maintain policies and procedures and process documentation. Responsible for development, maintenance, analysis and reporting of customer satisfaction surveys. Successfully created and implemented:• Quality Team Standard Operating Procedures Manual;• Performance management tools for various EAP specialty teams;• ERISA-compliant claims and appeals process.

Blue Bell, Pa

Investigate, document and follow up on customer complaints and lead improvement efforts to reduce service breakdowns. Provide telephonic clinical assessment, consultation and identification of resources and referrals to recover customers impacted by service breakdowns. Facilitate staff trainings. Conduct quality audits of EAP calls and case documentation. Manage projects and quality initiatives, trending, and reporting. Lead new customer implementation and onboarding.

Blue Bell, Pa

Provided telephonic clinical assessment, consultation, and identification of resources and referrals to employees, and members of their family who are experiencing personal or work-related concerns.

Bensalem, Pa

Completed assessments on admitted and potential patients to establish the most appropriate level of care. Obtained pre-certifications, as warranted, with managed care or insurance companies. Coordinated services and made necessary referrals to other facilities within mandated confidentiality guidelines and appropriate clinical practices.

Chester, Pa

Delivered group educational services and crisis intervention services to dually diagnosed/chemically dependent patients. Assessed patient progress/digress in treatment. Participated with a multidisciplinary team toward meeting a patient’s treatment plan objectives.

Philadelphia, Pa

Introduction to Psychology

Philadelphia, Pa

Foundations of Psychopathology

Norristown, Pa

Conducted weekly individual therapy sessions with children, adolescents, and adults diagnosed with a variety of disorders. Developed and wrote treatment plans and progress notes.

Ma, Clinical & Counseling Psychology

Cumulative GPA: 3.96

Med, Kinesiology

Concentration: Psychology of Human Movement Cumulative GPA: 3.97

Ba, Psychology/Sociology

Minor: History Magna Cum Laude Cumulative GPA: 3.895