Manager Program
Resume:
MELANIE R. TOLBERT
Indianapolis, In 46268
317-***-**** (C)
*********@*****.***
Experienced Program Director in the Human Services Industry with 15+ years of management. Equipped with strong communication skills, assertive proactive approach and effective leadership abilities both professionally and through service in the community.
Professional Experience:
Patient Services Specialist
QSOURCE-Indianapolis, IN
October 2017-Present
Effectively communicate with diverse populations, clinics, State Survey Agency (SA) and other government or State entities as necessary for referrals, research, collaboration, etc.
Update outcomes of access to care cases and referrals to SA or other entities in the Patient Contact Utility (PCU) database.
Monitor PCU database to ensure adherence with grievance case handling guidelines. Notify Patient Services Director (PSD) of approaching deadlines and assisting as needed if/when requests for extensions are required.
Develop and maintain and awareness and knowledge of ESRD community services, resources, etc.
Maintain storage of closed cases, following data management procedures and guidelines for Centers for Medicare & Medicaid Services (CMS).
Assist PSD with education, WebEx or conference calls, as needed.
Assist PSD with monthly reporting to Contracting Officer Representative (COR) of case handling, as needed.
Director of Client Services
Together We Can, Inc.-Indianapolis, IN
January 2016-October 2017
Collaborate with the Director of Operations to ensure company policies and procedures.
Ensure the company is operating according to state and federal regulations.
Responsible for maintaining and updating orientation and training materials.
Hire and train new staff members.
Provide staff development with continuous training and monitoring staff metrics.
Member of the Interdisciplinary team.
Clinical Supervisor/Operations Manager
ResCare of Indianapolis-Indianapolis, IN
August 2005-November 2015
Worked with the Program Manager in assisting with the management of operations for an assigned area for ICF/MRDD and waiver services.
Monitored several business functions such as service delivery, quality assurance, human resources, and financial and political functions essential to maintaining existing business.
Responsible for training new Qualified Intellectual Developmental Professionals (QIDPs)
Served as a support to all QIDPs.
Conducted monthly QIDP and Residential Manager meetings.
Reviewed all annual Individual Support Programs (ISPs) and Behavior Support Programs (BSPs) and provided feedback to the QIDPs.
Performed monthly chart audits in the group home/waiver sites.
Performed weekly site audits in the group homes/ waiver sites.
Reviewed and signed corrective actions and completed annual performance evaluations.
Performed the duties of a QIDP when there are vacancies.
Served as Chairperson of the Human Rights Committee from 2005 to 2014.
Program Director/Qualified Mental Retardation Professional (QMRP)
ResCare of Indianapolis-Indianapolis, IN
August 2002-August 2005
Supervised and facilitated treatment plans for 10 special needs individuals.
Developed Individual Support Plans and Behavior Support Plans.
Monitored all staff trainings and budgets for the department.
Professional Organizations/Affiliations
Catch the Stars Foundation Volunteer –December 2013-Present
Catch the Stars Foundation 2016 Volunteer of the year
Catch the Stars Foundation Board of Directors 2017-Present
Delta Sigma Theta Sorority Incorporated
Education
Master’s Degree in Science Management
Indiana Wesleyan University, Indianapolis, IN
Bachelor’s Degree in Social Work
Ball State University, Muncie, IN
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