Management Mental Health

Pamela Y. Lindsay

**** ******** *** *****, ** ***21

************@*****.*** (C) 240-***-****

PROFESSIONAL PROFILE

A driven and focused Business Change Agent, with extensive experience in business operations, management & supervision and quality improvement overall. Proven results in identifying program strengths and weaknesses, developing solutions, re-development and implementation of policies and systems of practices that have ultimately resulted in significant increase in organizational efficiency, increased revenue, quality of service delivery, improved staff morale and most notably National Accreditation. Superior Administrative skills and abilities to coordinate, organize and administrate projects both big and small with excellence. Consummate professional, dedicated to serving the company in which I represent and being an efficient gatekeeper to ensure the overall mission is accomplished. Passionate about being an effective Leader in the workplace and creating a team oriented environment. Excellent oral and written communication skills. A motivator, extremely outgoing, intuitive and dedicated to working in any capacity that allows me to add value to the workplace.

PROFESSIONAL EXPERIENCE

Owner/Lead Consultant 2009 to present

Lindsay Consulting Services, North Carolina, Washington, DC, Maryland & Virginia

Independent Consulting firm that provides a full range of professional quality management, organizational and administrative support services to companies/ organizations who desire to fulfill an eminent immediate business need or develop and/or improve upon their overall business or service model

Proven track record of success in coordinating, preparing and guiding organizations through processes of improvement which led to their achieving the highest number of years allotted for National Accreditation

Coordinate with contracted agency Operations and Sr. Managers to implement quality improvement, risk management, and business model activities to enhance service delivery and service environments

Assist business/organizations in preparing for licensing or certification reviews. Conduct on-site mock reviews to assess whether programs are in compliance with internal and external standards and overall effectiveness of services rendered

Assist business/organizations in establishing and implementing QA/QI plans, systems, tools and practices to improve overall outcome measures

Conduct company team trainings and facilitate new hire, client-specific and compliance type trainings

Identifies training needs and coordinates training programs to address those needs on behalf of agencies

Provide technical & administrative support such as Internet/Social Media Support, Website Assistance, Data Entry, Research, Records Management, AP/AR Support, HR/Payroll Support, Office Set-Up & Management, Answering Phones, Snail Mail

Executive Administrator

Kingdom Management, LLC, Capitol Heights, MD 2011 to 2015

A For-Profit Commercial Property Management Company that managed the Kingdom Square Mall, owned by The Sanctuary at Kingdom Square Church, a Non-Profit Entity

Provide executive level administrative and business support to the CEO and COO with a demonstrated ability to improvise, improve procedures and meet demanding deadlines in a confidential and professional manner.

Directed day-to-day operations, providing supervision to support staff while offering fundamental administrative support to the Executive team.

Maintain Tenant information in the system and processed Tenant Monthly Rent invoices in conjunction with lease requirements and ensure back-up documentation is in place and all calculations are correct

Process all Leasing Commissions, track when payments are due, and follow-up with team to accurately pay participating brokers

Provide statistical data for audits of Year-End Common Area Maintenance (CAM), Insurance, and Real Estate Tax reconciliations

Provide updated lease information from the lease files to development teams, outside attorneys and asset management, upon request.

Provide support and direction to other Lease Administration Associates on various tasks and projects.

Managed accounts payables and receivables, payroll, prepared bank deposits, controlled inventory.

Answered Phones, greeted visitors, maintained Executives Calendars, arranged meetings, scheduled travel.

Assist with marketing projects and events, including event setup and coordinating necessary materials, representing KMLLC at event booths, award submissions and assist in producing materials for tenant presentations and pitches.

P. Lindsay pg. 2

Associate Director of Program Services January 2011to November 2011

Melwood Training Center, Upper Marlboro, MD

Melwood is a 501 (c) (3) nonprofit created in 1963 to serve people with disabilities and serves more than 2100 people with disabilities in the greater Washington, DC area.

Managed the day to day operations of the Program Services Division which consisted of Vocational Training, Day Habilitation Services, Community Support Services, CSLA Residential Services and Personal Enrichment Program in two counties, serving approximately 325 adults with developmental disabilities and managing over 100 staff

Developed and implemented program goals and activities to ensure persons served were provided a meaningful day in accordance to their individual needs and desires

Provided supervision to all direct support staff and ensured services were being delivered in accordance to state compliance standards and regulations

Developed and implemented a quality review process for all client related documentation that ensured data was accurate and person centered in accordance to an individual’s needs and goals

Recruited, hired and trained qualified personnel to provide direct support services to persons served

Director of Quality Assurance/Quality Improvement February 2010 to December 2010

Careco Inc., Washington, DC/Silver Spring, MD

A private behavioral healthcare provider who has provided services to persons with developmental disabilities and mental illness in the greater Washington, DC area for over 25 years.

Provided supervision and oversight to all Quality Management initiatives for the agency and was responsible for ensuring that the agency’s 300 + personnel maintained compliance of all local and federal mandated regulations and standards of care to persons receiving DD and MH services

Developed and implemented a tracking system to ensure all external reviews, corrective action plans, inquiries and correspondences were followed up and addressed in a timely manner

Conducted internal investigations of critical incidents and reviewed critical incident data.

Maintained training materials that are developed by the company to support licensing requirements, policies and procedures, and accepted clinical/therapeutic practices

Participated in regular QA team meetings, staff meetings and program office meetings as needed.

Offered guidance and assistance to the agency in their pursuit to becoming a (CSA) Core Service Agency with the Dept. of Mental Health of Washington, DC, which they successfully obtained

Conducted and monitored the administration of internal & external agency audits, quality reviews and environment of care assessments to ensure compliance in all systems of operations, as defined by Careco, Waiver program standards, Dept. of Mental Health (DMH) and Dept. of Disabilities Services (DDS) of Washington, DC and surrounding areas

Developed and maintained tracking and reporting systems for measurable outcomes in such areas as Access to Care, Utilization, Clinical Outcomes, Complaint and Grievance, and Unusual Incident/Serious Reportable Incidents and generated reports to interpret data

Served as agency chief investigator on incidences and grievances, as well as liaison for all licensing, certification, accreditation and compliance related matters

Quality Assurance Director 2008 to 2010

Step By Step Care, Inc., Greensboro, NC

A private behavioral healthcare provider offering Community Support/Behavioral Health Services to over 200 "At-Risk" youth and Adults who have been identified as having behavioral and/or mental health illnesses that may interfere with their ability to maximize their fullest potential in life.

Guided the agency in Performance Quality Improvement initiatives, organizational re-structuring, and implementations of new systems and best practices, which led to the obtainment of Council on Accreditation (COA) highest number of years awarded for National Accreditation

Increased the timeliness of billing reimbursement by 25% within the first year by implementing an electronic documentation system and method of quality reviews that could be carried out from anywhere in the world

Developed a system of practice that identifies authorized cases that are billable, prior to services being rendered and submitted for billing, which increased profit by 15% over two years

Established, and coordinated the agency’s Quality Management program to ensure compliance of all agency policies, procedures and practices, were being carried out and adhered to in accordance to local, state and federal regulations of DHHS and Medicaid

P. Lindsay pg. 3

Billing Administrator

Identified consistent billing errors by a 3rd party billing vendor which led to the recovery of over $250,000.00 in back pay reimbursements on the company’s behalf

Averted costly billing denials by identifying the deficiencies in the billing process that produced inaccurate billing codes

Managed and reviewed the entry and submission of all claims to ensure accuracy

Conducted post audits of all billing submissions on a quarterly basis

Family Services Advocate 2004 to 2008

Guilford Child Development, Greensboro, NC

Founded in 1967, Guilford Child Development (GCD), in collaboration with numerous community partners, offers five family-centered programs, most notably Head Start, that help young children and families in Guilford County North Carolina reach their full potential

Provided Case Management to over 50 Low Income Head Start families with primary focus of services being to ensure comprehensive needs of the child being served were met which included health, nutrition, dental and educational

Linked and coordinated resources, additional services and assistance for children and families as needed

Conducted needs assessments and home visits to families to assess critical needs as well as provide one on one crisis intervention if and when necessary

EDUCATION

2008-Guilford College Greensboro, NC

Bachelors of Science

Major-Community & Justice Policy Studies

Minor-Psychology

1997-Lenoir Community College Kinston, NC

Associates in Applied Science

Major-Human Services

Minor-Mental Health Concentration

Training, Skills: Management Institute Training, Effective Communications Training, Conflict Resolution Training, Dept. of Mental Health/Disabilities Services Training (North Carolina, District of Columbia & Maryland), MD Med. Tech. Certified, CPR & First Aid, QA Personal Outcomes Measures Training, National Accreditation Processes (COA, CARF, CQL), Sharenote Data Management Trainer, Person Centered Services Trainer, HIPPA/Client Rights Confidentiality Training, Advance Proficiency in Microsoft Office Programs.

Strong References Gladly Provided

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