Quality Assurance Manager
Resume:
Julie Marie Flack
ab0bem@r.postjobfree.com
Mesa, Arizona 85202
Employment History
Connections Arizona
ConnectionsAZ Urgent Psychiatric Care (UPC) is contracted with Magellan Health Services
(the Regional Behavioral Health Provider) to provide emergent psychiatric services to
Maricopa County. ConnectionsAZ, Urgent Psychiatric Care is licensed as a level one sub
acute facility. The UPC has three levels of care, Front lobby (similar to a walk in psychiatric
clinic), 23hr emergency observation unit and a 15 bed inpatient unit. The UPC accepts
voluntary and involuntary patients that reside in Maricopa County.
Director of Administrative Services
903 N. 2nd St. Phoenix, AZ 85004
January 2010 Present
Oversee the administrative operations of the Hospital ( Training, Billing, Medical Records,
Quality Assurance, Risk Management ensure OBHL and Joint Commission compliance,
Human Resources, Staffing/Scheduling, create overtime reports, Customer Service, oversee
crisis admissions department regarding voluntary and involuntary admissions). Work directly
with the Medical Director and directly reported to the Chief Medical Officer, Chief Executive
Officer and Chief Administrative Officer of ConnectionsAZ.
Special projects I have been involved in under ConnectionsAZ employment:
Providing consulting services to other psychiatric hospitals in Northern and Southern
Arizona. The majority of the consultation was in regards to Human Resources, Clinical
Operations, Quality Assurance, Billing, Patient Flow, reviewing their policies and procedures
and Leadership.
Another project was involvement of rewriting ConnectionsAZ policies and procedures and
ensure that it reflects our current processes.
Front lobby Project: created a new patient flow process in the front lobby that would better
serve the patients and reduce risk for the company and the patients we serve. The project
once implemented was a success, reduced wait times, made the lobby flow of patients more
efficient.
ConnectionsAZ UPC
Same as Above
Director of Clinical Services
903 N. 2nd St. Phoenix, AZ 85004
September 2009 January 2010
In this position, I managed Four shift managers, 5 unit coordinators, the Behavioral Health
Technician Supervisor and 22 Crisis Interventionists.
I was responsible for providing direct supervision (4 hours total monthly) for each of these
employees as well as address any disciplinary issues. I also was responsible for inpatient
programming on the 15 bed inpatient unit. I Worked Closely with the Quality and
Compliance Manager to ensure that the quality of the clinical work was in compliance with
AZ Department of Behavioral Health Services and met Joint Commission standards. I was
involved with all the tracer audits, as well as audits performed by the office of behavioral
health licensing.
ConnectionsAZ
same as above
Senior Clinical Specialist
903 N. 2nd St. Phoenix, AZ 85004
November 2008 September 2009
Managed the 15bed inpatient unit and the Back End Day shift on the 23hr Observation Unit.
The Back End Day Shift (BED) are 12hr shifts which work Thurs, Fri, Sat and every other
Wed. When Supervising the BED shift and Inpatient Unit, I managed the following
employees directly: 2 Lead Behavioral Health Technicians, 6 BHT's, 6 Crisis Interventionists,
1 Unit Coordinator and one office assistant. Was responsible for ensuring that the quality of
work by employees (documentation etc.) was in compliance with OBHL and Joint
Commission Standards. Provided training, mentoring and guidance to all employees that
directly reported to me in this position.
Value Options/Magellan Health Services
Value Options was the Regional Behavioral Health Provider of Maricopa County. They were
managing the Urgent Psychiatric Center (UPC) until they lost the contract to Magellan
Health Services in 2008. Magellan assumed responsibility of running the UPC due to the
contractual change.
The UPC has three levels of care, Front lobby (similar to a walk in psychiatric clinic), 23hr
emergency observation unit and a 15 bed inpatient unit. The UPC accepts voluntary and
involuntary patients that reside in Maricopa County.
Shift Manager
903 N. 2nd St. Phoenix
November 2008 May 2005
Was responsible for overseeing the 12hr shift on Front End Days (FED) Sun, Mon, Tue and
every other Wednesday. Supervised 2 unit coordinators, 1 Office Assistant, 6 Behavioral
Health Technicians, 4 crisis interventionists. Ensured that the shift was appropriately staffed,
that each discipline noted above completed their work in compliance with OBHL and Joint
Commission Standards. Provided 4hrs of OBHL supervision monthly and addressed in
concerns or issues with staff in accordance to our progressive disciplinary action policy.
Responsible for hiring staff and orientating them to UPC's policies and procedures. Directly
reported to the UPC Administrator.
Value Options Inc.
Value Options was the Regional Behavioral Health Provider of Maricopa County. They had
over 20 outpatient behavioral health clinics.
Clinical Coordinator
Arcadia Clinic
September 1999 – May 2005
Managed a psychiatric outpatient team consisting of six case managers who each was
assigned a case load of 35 40 clients. Worked along side the psychiatrist and reported
directly to the site administrator of the clinic and the clinical director. Was responsible for
providing 4hrs of OBHL supervision monthly, training and hiring of new staff. Ensured that
the case managers were making home visits as required, completing treatment plans and
bringing up any concerns/issues they have regarding the patients presentation. Had monthly
reports due to the clinical director and site administrator and was required to be on call at
least once a week.
ComCare/Value Options
Comcare is the regional behavioral health provider of Maricopa County. They had over 20
outpatient behavioral health clinics. When the contract came up for rebidding, it was
awarded to Value Options Inc.
Case Manager
West McDowell Clinic/ Alma School Clinic
September 1995 September 1999
Phase One Case manager. Had 10 very acute psychiatric patients who were identified as high
crisis utilizes. Was responsible for creating treatment plans, reviewing them every six months
as well as perform home and hospital visits. Required to document all interactions with
patients as well as interactions with therapists, families and outside agencies involved in
their treatment. Reported any concerns or signs of decompensation to the Team Leader and
Psychiatrist on the team. Was responsible for writing involuntary petitions, ensuring the
patients compliance when they were on court order for treatment as well as prepare reports
to the court regarding their progress or lack there of. Was on call once a month.
Education
Arizona State University
B.A. Psychology
August 1990 December 1994
Western International University MBA Management graduate Aug 2013
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