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Customer Service, Operations Manager, Quality Management

Location:
Baltimore, MD
Posted:
April 26, 2024

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Resume:

Kelley A. Stewart

**** ******** *** *********, ******** 21239 410-***-**** ad5adu@r.postjobfree.com

Multi-talented professional with excellent leadership and interpersonal skills.

Vast experience and proven competency in program coordination, program evaluation, quality improvement and program development.

Demonstrated ability in the development and implementation of community capacity building initiatives.

Excellent oral and written communication skills.

Outstanding skills in Microsoft Office programs (Excel, Word, Outlook, PowerPoint, Publisher and Access)

Demonstrated experience and knowledge of marginalized populations with expertise in substance abusers, minorities, ex-offenders, and people living with Human Immunodeficiency Virus/Acquired Immune Deficiency Syndrome (HIV/AIDS) and Hepatitis C Virus (HCV).

PROFESSIONAL EXPERIENCE

Administrator I, Division of Vital Records – Baltimore, MD

March 2019 – Present

Operations Manager, Legal Document Processing Unit

Responsibilities:

Directs daily operations of the Legal Document Processing Unit (LDPU) and ensures quality and timely customer service

Executes new regulations and policies as directed by the Assistant State Registrar

Researches and compiles information as directed by the Assistant State Registrar, provides recommendations of innovative ideas, and methods of providing superior customer service

Manages the supervisor of clerical staff, sets goals and deadlines and oversees the workflow of the unit

Evaluates efficiency of unit operations and develops, revises and recommends new policies, standards, and workflow procedures, introducing and using new technology where appropriate

Reviews, evaluates and assists in the development of LDPU policies and procedures

Develops and recommends new standards, methods of operation and new technology to accomplish the mission of the agency

Assures the highest level of HIPAA compliance is being executed when dealing with sensitive and confidential projects; uses discretion and judgment in the release of information;

Division representative in meetings and conferences in the absence of the Assistant State Registrar

Liaises between the Assistant State Registrar and the LDP unit as well as team lead for special projects

Interacts with key stakeholders, groups of interest and customers through frequent contact regarding work of the unit

Program Specialist, Institute of Human Virology - Baltimore, MD April 2016 – March 2019

University of Maryland School of Medicine -

Responsibilities:

Developed and monitored program work plan goals and objectives in accordance with grant conditions; managed daily operations and coordinated activities of the JACQUES Initiative Treatment Adherence and MAI Outreach Corrections programs.

Managed and approved program expenditures ensuring that budget provisions are not overspent.

Prepared and assisted in grant proposals for funding and/or funding continuation from outside sponsors.

Provided technical advice, problem solving assistance, ensured program goals are met and offered policy interpretation.

Coordinated and managed peer-support based activities with interdisciplinary teams of other programs (Center for Infectious Disease) medical teams including social work staff to assure optimal productivity in compliance with appropriate program policies, procedures and specifications.

Evaluated program effectiveness to develop Continuous Quality Improvement (CQI) efforts; devised evaluation methodology, implemented and analyzed results and made recommendations for improvement and/or appropriate action.

Developed and facilitated workshops, meetings or conferences; coordinated logistics, scheduling and communicated pertinent information to patients/consumers when needed.

Liaised with staff, stakeholders and outside/community agencies in facilitating program objectives.

Supervised staff of seven (7) paraprofessionals.

Program Coordinator, Institute of Human Virology - Baltimore, MD

May 2006 – April 2016

University of Maryland School of Medicine

Responsibilities:

Coordinated the integration of clinical research and psychosocial care to over 450 patients for the JACQUES Initiative, which provides HIV treatment support and education to HIV infected patients and their identified support systems.

Provided the initial point of contact for patients and families for treatment support and clinical research opportunities. Performed initial assessment of client resources and potential barriers to adherence.

Supervised five (5) Peer Counselors responsible for assisting patients that are newly diagnosed with HIV or have been out of care for greater than six (6) months, ensuring patients adhere to medical and medication appointments, and assist patients in navigating the healthcare and social services systems.

Coordinated and assured linkage to primary medical care, case management, housing, transportation and other supportive services to HIV/AIDS infected individuals who are recently released from the penal system; successfully linked over 300 individuals since 2008.

Liaised between the JACQUES Initiative, Wexford Health, the Maryland Department of Safety and Correctional Services and the Division of Pre-Trial Detention and Services to facilitate discharge planning, HIV care/treatment, and other support services of HIV infected inmates who were within six (6) months of being released into the community.

Monitored program evaluation, quality management, program development and lead point of contact for all Ryan White funding sources.

Monitored, reviewed and submitted monthly, quarterly, and yearly goals for sixteen (16) Ryan White Part A, B, D, Minority AIDS Initiative (MAI) to the Baltimore City Health Department and the Maryland Department of Health and Mental Hygiene’s Prevention and Health Promotion Administration with an annual budget of over $2,000,000.

Maintained Excel and Access databases used to collect and analyze program data, track expenditures and manage budgets; monitored and evaluated program operating policies and procedures.

Researched, analyzed and summarized information and source materials for grants in addition to assisting with grant writing.

PRIOR WORK HISTORY

Public Health Analyst

Division of Health Promotion and Disease Prevention - Baltimore City Health Department – Baltimore, MD

Community Liaison

Division of Health Promotion and Disease Prevention - Baltimore City Health Department – Baltimore, MD

GRANT REVIEWER

HRSA- 18-058: Ryan White HIV/AIDS Program States/Territories Part B

Supplemental Grant Program, Baltimore, MD- June 2018

OAH - Support for Expectant and Parenting Teens, Women, Fathers and Their Families, Baltimore, MD- May 2018

HRSA- 17-038: Ryan White HIV/AIDS Program States/Territories Part B Supplemental Grant Program, Baltimore, MD- June 2017,

Office of the Assistant Secretary for Health (OAH) -

Support for Expectant and Parenting Teens, Women, Fathers and their Families, Baltimore, MD – May 2017

HRSA- 17-039: Ryan White HIV/AIDS Program Part D

Coordinated HIV Services and Access to Research for Women, Infants, Children, and Youth (WICY) Existing Geographic Service Areas, Baltimore, MD- April 2017

HRSA- 16-088: Ryan White HIV/AIDS Program Part C, Baltimore, MD- May 2016

HRSA-16-087: Ryan White HIV/AIDS Program Part D (WICY), Baltimore, MD- March 2016

HRSA-15-057: Geriatrics Workforce Enhancement Program (GWEP), Baltimore, MD- May 2015

HRSA-15-026 HIV Early Intervention Services (EIS Program), Baltimore, MD- December 2014

CREDENTIALS & EDUCATION

Heart Saver/CPR AED - UMD, Baltimore Expiration April 2016)

HIV Epidemic Behind Bars, Baltimore, MD

Statistical Package for the Social Science (SPSS) Training, Baltimore, MD

Member, Johns Hopkins University - HIV Vaccine Trials Network (NIH): - Community Advisory Board, Baltimore, MD

Train the Trainer, HIV/AIDS Stigma and Access to Care: National Minority AIDS Council - Washington, DC

HIV/AIDS Stigma and Access to Care: National Minority AIDS Council - Albuquerque, NM

Presenter, Greater Baltimore HIV Health Services Planning Council: - “PLWH/As and Quality Improvement”, -Baltimore, MD

Positive Self-Management Master Trainer, Stanford University Patient Education Research Center, Baltimore, MD

Presenter, Ryan White CARE Act: “Quality Improvement Program Consumer Involvement”, Washington, DC

HIV: A Focus on Women, Baltimore, MD

Cultural Competency and HIV, Baltimore, MD

HIV Counseling Skills (Level I and II), Maryland State AIDS Administration, Baltimore, MD

Rebuilding Families: Remapping the Future for Children of Inmates and Ex-Offenders, Baltimore, MD



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