Customer Service Manager

Melissa Hollo,LISW-S, MSSA, MBA

***** ******** ****** ?Fairview Park OH ?440-***-****?******@*******.***

A highly experienced Healthcare Manager, who has demonstrated the ability

to lead diverse teams of professionals to new levels of success in social

work. Proven ability to successfully analyze an organization's critical

business requirements, identify deficiencies and potential opportunities,

and develop innovative and cost-effective solutions for enhancing

competitiveness, and improving customer service offerings.

Recent Accomplishments

University Hospitals

. Successfully oversaw the start-up and development of a Psychiatric

Centralized Intake Team with 15 employees

. Spearheaded the successful application of Telepsychiatry services

. Developed efficient emergency patient through-put plan

. Developed the Social Work and Professional Counselor Governance

. Established critical partnerships with high level community

leaders such as St.Vincent Charity Hospital, Southwest General

Hospital, St.John's Medical Center, Center for Families and

Children, Signature Health, and more.

. Enhanced the public image and recognition of the Hospital's name

within the healthcare community through new business development,

community outreach, and aggressive networking.

Professional Experience

University Hospitals, Cleveland, Ohio

Manager, Emergency Psychiatric Access Services (2008-Present)

. Developed and maintained the Emergency Psychiatric Access Team which

includes, completing mental health evaluations for two hospitals;

verifying patients insurance and authorizing insurance for psychiatry

admissions; managing all emergency access to our inpatient units for in-

network and out of network hospitals; increasing unit census for six

inpatient psychiatry units; managing the code violet team through the UH

Case Medical Center; completing adult social work services in the

emergency departments; and completing telepsychiatry assessments for our

in network Emergency Departments.

. Oversee the strategic management and operational oversight of the

organizations psychiatric admissions in order to provide streamlined

operations, reduced operating costs, and greater profitability.

. Increased departmental growth as well as relevance with in the University

Hospital organization. Provided consultation services for UH departments

for psychiatry needs as well as program development.

. Initiated and lead the LEAN processes for the Department of Psychiatry

Employee Assistant Program Counselor, (5/2006-9/2008)

. Provided clinical support for University Hospitals employees.

. Spearheaded and implemented the patient tracking and clinical

database

. Provided system trainings on a variety of wellness topics

Mental Health Services for the Homeless, INC, Cleveland, Ohio

Manager, Mobile Crisis team, PRN (2002-2008)

. Supervised and provided clinical direction to 25+ licensed social

workers and clinical counselors

. Managed day to day operations

Manager, Community Psychiatric Service Team (2002-2006)

. Supervised and Provided Clinical Direction for 15+ licensed social

workers and clinical counselors

. Managed day to day operations

. Implemented and monitored several successful projects

Education

Master of Business Administration, (2012)

Ashland University, Ashland, Ohio

Master of Science in Social Administration, (2002)

Case western Reserve University, Cleveland, Ohio

Bachelor of Science in Social Work, (2001)

Concordia college, Bronxville, New York

References Upon Request

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