Quality Assurance Strategic Planning
Resume:
**********@*****.*** • 360-***-****
Jennifer Golik LinkedIn • Vancouver, WA
Accomplished and results-driven professional with a proven track record in orchestrating and optimizing multifaceted programs, bolstered by a diverse background in leadership, strategic planning, and client-centric service delivery. Ready to deliver client-focused initiatives to deliver excellent care. Areas of Expertise
Program Strategy & Management
Strategic Planning
Workflow Management
Quality Assurance reviews
Performance Improvement
Project Management Lead
Client Relationship Management
Interdisciplinary Collaboration
Customer Satisfaction Enhancement
Career Experience
SELF - Support For Early Learning Vancouver, Washington Oct 2022 – Present Family Support Supervisor
Prioritize and solve workflow issues to maintain standards with clients and managers. Collaborate with teams to identify and resolve issues quickly and professionally with 100% accuracy. Develop and maintain relationships with customers to enhance customer satisfaction and improve bottom line. Monitor service metrics and provide feedback to team members, upholding quality standards.
Conduct quality assurance review of vendor work product to determine its adherence to expected standards
Data Gathering, Organizing and Review to identify performance trends and make recommendations for process improvement regarding vendor operations
Complete live transaction reviews with detail-oriented approach. Therapy Builders Phoenix, Arizona Jan 2020 – Nov 2022 Therapy Services Coordinator
Headed a team of up to 50 therapists, provided staff supervision, and developed professional growth plans aligned with Arizona State licensing standards. Orchestrated seamless care coordination among multiple providers for direct client support. Monitored and coordinated services to ensure compliance with requirements. Proactively initiated contact with relevant service providers for referrals and confirmed appointments. Engaged in meetings and discussions with internal and external stakeholders to strategize KPIs and project success. Managed onboarding process for new clinicians and adhered to best practices and compliance requirements.
Successfully resolved customer complaints and concerns, leading to increased satisfaction and loyalty.
Motivated team members to enhance quality and boost productivity, resulting in improved customer satisfaction ratings
Data entry, database maintenance, and occasional additional program related tasks 360 Physical Therapy Vancouver, Washington May 2019 – Jul 2022 Operations Director
Provided strategic direction to a workforce of 20 skilled employees, maintaining a cohesive and productive team environment. Administered operational processes and procedures related to sales. Oversaw the intricacies of the payroll process, including collection of staff time sheets, rigorous accuracy checks, necessary hour corrections, meticulous database tracking, and final step of approving routing. Conducted thorough audits of internal documents, validating transactions and offering financial insights for resource allocation, inventory control, and budgeting. Partnered with high-level executives for conceptualization, refinement, and tactical P a g e 2 2
execution of strategic business plans. Cultivated and maintained strong customer relationships, consistently delivering on commitments and swiftly resolving issues to elevate customer satisfaction ratings.
Demonstrated proactive leadership by fostering enhanced company revenue through fostering seamless collaboration across all organizational departments.
Displayed meticulous attention to detail and organizational prowess in the management of Electronic Health Record (EHR) records, achieving an impressive accuracy rate of 98%.
Engineered a substantial 87% reduction in overtime expenditures through the strategic overhaul of employee scheduling. Children's Home Society Of Washington Vancouver, WA May 2009 – May 2019 Case Manager
Orchestrated seamless coordination of services with external agencies, community-based organizations, and healthcare practitioners, delivering valuable benefits to clients. Devised and executed comprehensive case management plans addressing diverse client needs and objectives. Collaborated effectively with physicians, social workers, activity therapists, nutritionists, and case managers, co- creating individualized care plans and meticulously recording patient interactions and interventions within electronic charting systems. Delivered evidence-based parenting programs to families referred by Child Protective Services (CPS). Guided clients through the complexities of housing, legal services, and public benefits, enabling them to access essential resources. Tracked clients' progress and managed service documentation to facilitate swift crisis interventions. Formulated and implemented safety strategies to shield at-risk clients from potential harm. Administered evidence-based therapeutic interventions and adeptly managed crises, mitigating adverse effects on clients' physical, mental, and emotional well-being.
Applied a trauma-informed approach to foster healing and empowerment among clients.
Cultivated fruitful partnerships with local organizations, expanding access to vital social and community services. Additional Experience
Our Lady Of Lourdes Vancouver, WA
Daycare Director
Education
BA Psychology & Human Services
Warner Pacific University (Ongoing, 2024)
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