quality management director of operations resume example with 11 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Decisive Quality Management/Operations Director experienced in impacting business direction and performance with successful leadership strategies, tactical decision making and forward-thinking approaches. Proven history of improving operations and boosting financial health through strong leadership.

  • Compliance
  • Program oversight
  • Business administration
  • Problem resolution
  • Process improvement
  • MS Office
  • Business operations
  • Project organization
  • Organization
  • Budgeting
  • Staff Management
  • Supervision
  • Operational improvement
  • Communications
  • Relationship development
  • Team building
  • Team management
  • Financial Management
  • Negotiation
  • Budgets
  • Office equipment
  • EMR / EHR
  • Medical office administration
  • Patient Scheduling
  • Patient records maintenance
  • Medical record assessment
  • Exam room preparation
  • Patient communication
  • Indirect Patient Care
  • Patient Management
  • Medical Records Management
  • CPR
  • Compassionate
  • Efficient and reliable team player
  • Quality Assurance
  • Knowledge of Quality Systems
  • Quality Control
  • Employee Supervision
  • Data Collection
  • Employee Training
  • Operational Budget Forecasting
  • Audit Reporting
  • Compliance with GMPs
  • Budget Preparation
  • Quality Assurance Guidance
  • Employee Recruitment
Work History
Family & Youth Services Quality Assurance Manager, 03/2022 to Current
Department Of Health And Human Services, , Goleta, CA
  • Monitored staff organization and suggested improvements to daily functionality.
  • Collaborated on program operations and relayed participant feedback for improvements.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions.
  • Analyzed new laws and regulations to identify required changes and proactively adjust systems.
  • Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers.
  • Contacted corporate representatives, government officials or community leaders to increase awareness of organizational causes and activities.
  • Developed and created programs and monitored effectiveness against individual participant needs.
  • Helped director and program managers build, coordinate and lead programs to support youth and families.
Head of Services , 07/2021 to 10/2021
Airco Air Conditioning, , Santa Maria, CA
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Developed new employees and on-going performance assessment of current employees.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Established performance and service goals and held associates accountable for individual performance.
  • Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
Medical Support Assistant, 10/2020 to 07/2021
Community Health Associates, , Winterhaven, CA
  • Utilize medical automated systems and programs such as BPRM and EHR to maintain patient accountability.
  • Greet visitors and/or patients to determine nature of visit and refer to appropriate section.
  • Served as the operator of the clinic call center answering routine inquiries and transferring calls to nurses for triage .
  • Assisted with patient registration, appointment scheduling & rescheduling of patient appointments and/or consults; entering no-show information, monitoring the patient electronic wait list and patient records.
  • Maintain active and inactive office files, medical forms, and other materials to ensure the department is in accordance with regulatory requirements.
  • Answer calls and scheduled appointments for patients in the call center.
  • Assisted in preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility.
  • Ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information.
  • Serves as the front line of contact with patients, setting the tone for the quality of healthcare and services at the IHS, utilizing a high degree of tact and diplomacy as well as a caring, compassionate and sensitive manner.
  • Receives telephone calls in a courteous and timely manner using privacy rules and established clinic processes.
    Forwards calls to team members as needed and/or take messages as needed.
  • Refers all questions requiring immediate medical attention to appropriate health care team member.
  • Schedules appointments, including interpreting and verifying provider orders in accordance with IHS scheduling guidelines.
  • Prepares reports in various formats and enters information in the appropriate electronic system and in the IHS patient electronic record.
  • Resolves patient complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.
    Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
  • Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
  • Assists with authorization requests for Beneficiaries seeking external private care appointments.
  • Participates in team huddles and team meetings to manage, plan, problem solve, and follow up with patient care.
  • Assisted in creating policy and procedure of Covid-19 testing and vaccine clinic.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
  • Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
  • Used RPMS to maintain and record patient data and generate reports.
  • Used RPMS & EHR to compile and record medical charts, reports and correspondence.
  • Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
  • Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
  • Organized patient records to research records, extract medical information and review records for completeness and accuracy.
  • Sanitized, restocked and organized exam rooms and medical equipment.
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Prepared initial patient charts for admission.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
Quality Management/Director of Operations, 12/2015 to 09/2020
Primus Labs, ,
  • Conducted regular medical record reviews for compliance .
  • Organized and optimized daily operations of behavioral healthcare team in both Yuma, Az and Casa Grande, Az with consistent on-time delivery.
  • Identified and implemented strategic plans based on accurate readings of specifications and solid collaboration with project leadership.
  • Directed team of 60 in operational development of service network, including implementation of quality requirements and operating standards.
  • Delegated assignments based on site plans, project needs and knowledge of individual team members.
  • Served instrumental role in organizational transformation and implementation and participated in 5 successful large-scale corporate restructurings.
  • Developed and rolled out new policies designed to bolster productivity and reduce overall staff turnover at the management level.
  • Upheld great standards of leadership for employees, consistently leading by example for best-in-class behavioral health care work.
  • Developed and maintained relationships with probation, parole, community agencies, and other stakeholders, customers and suppliers through regular meetings and electronic communication.
  • Worked directly with management, CEO, and COO department to brainstorm, discuss strategy and mitigate all operational issues.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
  • Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Managed, trained and motivated peer supports and coordinators to continuously improve knowledge and abilities in the behavioral health care field.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
  • General office duties such as purchasing supplies, handling of mail, telephone calls, and visitors, reviewing outgoing correspondence, providing or following up on requests for information, using corporate electronic information systems to obtain or provide data, assembling reports, using electronic word processing, spreadsheet and presentation software such as Microsoft Word, Microsoft Excel and Microsoft Power Point.
Clinical Assessor/Case Management Specialist, 04/2013 to 12/2015
AmeriPsych, ,
  • Used Claim Track and Avatar to prepare and manage patient records.
  • Teamed with other physicians, specialists and health care providers to provide well-rounded care for complex cases.
  • Implemented therapeutic regiments involving medications and other interventions to mitigate symptoms and prevent reoccurrence.
  • Followed up with patients to determine status of conditions, discuss lab results and answer any questions.
  • Reviewed patient files and records, including allergies, problems, medications and immunization statuses.
  • Interviewed 5 patients per day to obtain medical information, including measuring vital signs, weight and height.
  • Met with patients to discuss medical histories and current complaints.
  • Educated patients on preventive measures, healthy lifestyle and procedures to achieve optimum patient outcomes.
  • Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
  • Worked with family members to develop support networks and multifaceted coping techniques focused on client needs.
  • Evaluated patients based on mental and physical parameters discovered through interviews and standardized assessments.
  • Ensured successful coordination of counseling efforts with mental health professionals, doctors, social workers and other stakeholders.
  • Applied evidence-based techniques such as behavioral activation, problem-solving treatment and motivational interviewing to support behavioral interventions.
  • Educated patients about common mental health and substance abuse disorders to facilitate understanding of treatment options.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Maintained excellent attendance record, consistently arriving to work on time.
Dispatcher, 01/2011 to 04/2013
Company Name, ,
  • Responded to over 50 daily caller requests with information about assistance and timeframes.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Increased area coverage by 98% through effective scheduling and detailed location monitoring.
  • Kept detailed track of all available field personnel and all in-progress and completed calls.
  • Documented all changes in computer tracking system.
  • Directed investigations to verify and resolve customer or shipper complaints.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Maintained excellent attendance record, consistently arriving to work on time.
District IV Foster Care/Adoption Supervisor, 07/2007 to 04/2008
Company Name, ,
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
  • Monitored progress and documented any patient health status changes, keeping healthcare team updated.
  • Interviewed individuals and families to assess needs and provide informational resources.
  • Reported child abuse in accordance with legal standards of mandatory reporters.
  • Documented data and completed accurate updates to case records.
  • Completed home welfare checks to align with state and program guidelines.
  • Developed rapport to create safe and trusting environment for care.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
Associate of Science: Early Childhood Psychology, Expected in
Arizona Western College - Yuma, AZ

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Resume Overview

School Attended

  • Arizona Western College

Job Titles Held:

  • Family & Youth Services Quality Assurance Manager
  • Head of Services
  • Medical Support Assistant
  • Quality Management/Director of Operations
  • Clinical Assessor/Case Management Specialist
  • Dispatcher
  • District IV Foster Care/Adoption Supervisor


  • Associate of Science

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