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Manager Case

Phoenix, AZ
May 16, 2020

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Katie Jebraail

*** * **** ***** ** #***

Tempe, AZ 85282



To advance into a more challenging position that will utilize my experience, personal skills and educational background for further professional growth.


University of Phoenix, Phoenix, AZ.Masters of Counseling, May 2008

Arizona State University, Tempe AZ. Bachelor of Arts Degree in Psychology, May 1996

Specialized Training, Certifications & Skills

●National Certified Counselor- NCC 232990

●Master Trainer, Child & Adolescent Service Intensity Instrument

●Certified Reviewer, System of Care Practice Reviews (SOC-PR)

●Trained in Evidence Based Practices through SAMHSA

●Trained and assisted implementation of Adult/Children’s programs statewide

●Trained in Salesforce

●Trained in sales calls; opening presentation and closing the deal.

Work History

Valley Hospital, Phoenix, AZSocial Worker, 1 year

Perform comprehensive psychological assessments of a patient's needs, work with the family, support system, and other service providers to coordinate an individualized discharge plan to provide appropriate referrals for counseling, support groups or other follow-up treatments to ensure patients recover and achieve optimal well-being along advocating for patients and their families. Also responsible for providing psycho-social support, grief counseling, and assisting law enforcement in their investigations. Other services include advising family care givers, providing patient education and counseling, and making referrals for other services as needed

Yelp!, Scottsdale, AZAccount Executive, 6 months

Worked on a fast-paced inside sales team with an infectiously positive attitude and drive to win. Managed my own leads, while also utilizing online and offline sources to cultivate new leads to develop and maintain my pipeline. Made a high volume of outbound sales calls, averaging 70-80 calls daily, across all verticals in an assigned territory. Executed the full sales cycle to attain new business: made introductory calls, assessed the SMB’s goals and needs through the qualifying process, worked with the SMB’s by promoting Yelp’s platform and paid advertising packages, and subsequently closed the deals. Consistently achieved and exceeded monthly sales goals and weekly metrics dashboard.

Stand Together and Recover (STAR), Phoenix, AZ Area Manager, 1 year

Responsible for the oversight of day to day activities for STAR East, STAR Central, and STAR West. Oversees all hiring recommendations for direct service staff. Oversees the budgets for each center; provides supervision to Site Managers and reviews all supervisions pertaining to Direct Service Staff. Reviews and monitors documentation produced by Direct Service staff. Serves as the liaison with the behavioral health and medical providers of members for coordination of services. Assesses the needs of training to Site Managers, Assistant Site Managers, and direct care staff as needed. Completes audits of documentation to ensure compliancy of regulations. Provides leadership and mentoring to all site managers and centers. Ensure all STAR centers are providing appropriate services to member long with ensuring all the center’s needs are met on an ongoing basis.

Division of Behavioral Health Services, Phoenix, AZ Bureau Chief Adult & Children’s Services, 1 year

Served as the Division’s Bureau Chief of Adult & Children’s Services. Oversaw the Adult and Children System of care areas along with the Network area for the Division. Provided oversight of the Tribes and the Regional Behavioral Health Authorities (T/RBHAs) to provide sufficient services in accordance with best practices, as well as technical assistance and monitoring of the T/RBHA-developed System of Care plans and progress. Also monitored the T/RBHA network sufficiency and substantive changes and all other system of care related deliverables. Responsible for various multi-system, multi-agency projects and collaborative efforts. Reviewed outcome measures associated with the provision of services to enrolled members, provided substantive input into policy making, review and analysis of multiple data sources, as well as participated in the development of Clinical Guidance Documents for both the adult and children's systems. Provided extensive coordination with both external and internal stakeholders, comprehensive review and analysis of data, and monitoring and oversight of providers. Ensured that the Tribes and Regional Behavioral Health Authority (T/RBHA) networks were sufficient in size, scope and types of providers to provide for all covered behavioral health services and fulfill all the service delivery requirements contained within their contracts and within the ADHS/DBHS Covered Service Guide and Provider Manual.

Division of Behavioral Health Services, Phoenix, AZ Office Chief Adult/Acting Children’s System of Care, 6 months

Served as the Division’s’s Office Chief for Adult System of Care and as Acting Office Chief over Children’s System of Care. Manage a team responsible for the development of the system of care for children and adults, monitor the implementation of the system of care at the T/RBHA and Provider level and strategically provide technical assistance and coaching to assist in local development. Develop and oversee the implementation of the Statewide and T/RBHA Annual System of Care plans. Work to build partnerships for system reform between peers and families, youth and peer serving systems that assist them. Responsible for the oversight of the System of Care fidelity and monitoring tools, including the System of Care Practice Review (developed by the University of South Florida). Lead contact for all areas of involvement within both children’s and adult system of care.

Division of Behavioral Health Services, Phoenix, AZImplementation Manager, 2 years

Oversees and monitors ongoing implementation with the T/RBHA’s in all aspects of Children’s System of Care/Network development plans, existing network/changes, practice improvement plans, network contract requirements, and quality improvement plans. Provides technical assistance, training and advice to the T/RBHA’s, along with guidance on implementation of DBHS service development priorities. Participate in T/RBHA and network meetings at all levels in order to observe communication channels and ensure a common understanding of desired direction. Help to understand and identify issues and barriers that are faced and hinder improvement in services or coordination with stakeholders. Oversee the implementation of MMWIA with the T/RBHA’s, along with reviewing case manager data provided by T/RBHA’s. Also is the “content expert” for the children’s system on the CASII and HCTC. Works independently, as well as part of a team in conjunction with other ADHS/DBHS departments such as Quality Management, OIFA, Policy, Compliance, Monitoring & Oversight, and Network Operations.

Division of Behavioral Health Services, Phoenix, AZClinical Advisor, 3 years

Supports the development and implementation of quality clinical practices and programs statewide in partnership with T/RBHAs, service providers, stakeholder agencies, community organizations, individuals and families. Through training and technical assistance to the T/RBHAs and/or service providers, will ensure fidelity to ADHS/DBHS practice principles, philosophy and best practice models of treatment. Responsible for providing logistical support to the work of the Best Practice Advisory Committee which develops, maintains, coordinates and supports best practices in the delivery of behavioral health treatment, prevention and recovery support services. Partners with T/RBHAs, providers, individuals and families to identify opportunities for clinical practice improvement. Identification and resolution of barriers (individual, site, program and system-wide) that inhibit the provision of supports, services and best practice models. Works independently, as well as part of a team in conjunction with other ADHS/DBHS departments such as Quality Management, Policy, Compliance, Monitoring & Oversight, and Network Operations.

Healthcare Group of Arizona, Phoenix, AZClinical Analyst, 1 year

Responsible for supporting the administration of care management programs for the HCG PPO health plan and oversight of HCG contracted managed care service vendors. Position reports to the PPO Director of Healthcare Management and Quality Improvement. The scope of responsibility includes writing and implementing PPO Healthcare Management and Quality Improvement Program descriptions and work plan, including support for PPO pre-existing condition process. Developing quality indicators, performance targets and benchmarks, evaluating and reporting on health plan quality performance, making quality improvement recommendations and implementing interventions. Position will be responsible for collecting; aggregating and analyzing reports from HCG managed care contractors and participating in oversight activities and audits of managed care contractors, identifying contract compliance issues.

META Services, Inc, Phoenix, AZ Quality Management Coordinator, 2 years

Plans, designs, directs, evaluates and communicates the organization wide Quality Management program. Ensures the integration and coordination of quality Management goals and objectives to assist in fulfilling the agency mission and values. Plans and advocates for the implementation of Continuous Quality Improvement principles in the operation of the organization. Consults with Programs and Disciplines to develop quality indicators and other measures; develops procedures for related data collection and reporting. Collaborates with appropriate clinical and administrative staff to ensure that identified opportunities for improvement are followed up on. Collects data to evaluate the quality of care and services. Reports pertinent information to appropriate individuals and or committees. Recommends corrective actions and evaluates the results of those actions. Oversees and prepares Quality Management related statistics and statistics and graphic presentation. Develops and maintains an effective professional relationship with internal and external customers. Annually and ongoing as needed, evaluates the operation of the Quality management Program.

ValueOptions, Phoenix, AZ. Quality Improvement Analyst, 2 years

Perform clinical record reviews to gather and analyze information for need assessments, establishing work standards, and determining performance measures through surveys, focus audits, observation, and interview methods. Conduct research, analyze data and make recommendations to management and direct care services. Develop performance improvement plans with departments and direct service teams with indicators and measurements for peer reviews to ensure quality outcomes. Assist in the development of quality improvement plans that address customer service, documentation and team building needs. Review and implement corrective action plans on company incident reports, including internal investigations on risk management issues. Assist clinical teams in establishing plans and measures to address areas monitored by the Department of Health Services and Exit Stipulation requirements measured by the Monitor’s office of Arizona.

Catholic Community Services, Kent, WA Case manager, 2 years

Provide a wide range of services to children and families who have been identified to low to moderate risk for child abuse and/or neglect. These services are offered as a result of reports made to Child Protective Services. Assess family life with assistance of Public health nurses. Assist with helping families to obtain food, shelter, utility assistance, and other basic needs. Provide counseling and therapeutic programs to families along with advocating and helping families connect with other community agencies.

ABS of Arizona/ComCare, Phoenix, AZ. Lead Crisis Interventionist, 1 year

Manages a team of crisis interventionist providing face-to-face intervention at an Urgent Care facility. Assist with the communication between the sites and UCC regarding all ABS consumers. Interview and assess all ABS consumers upon admit. Coordinate meetings with staff for individual supervisions and conduct weekly meetings with staff. Disseminates all administrative and clinical information to the team. Accessible 24 hours a day 7 days a week to provide direction and support to staff. Frequent interface with staff throughout each week along with direct interactions with the Director of the Urgent Care facilities.

Case Manager I / II, 3 years

Case manager II will assume all responsibilities of a case manager, will perform duties of acting lead case manager as designated, ie; assist active lead case manager with administrative duties. Responsible for the coordination and monitoring of services for a specialty caseload for the serious mentally ill population. Works as a member of the clinical team to identify funding for services. Develop treatment and service plans. Act as a client advocate and assist with obtaining entitlements. Also monitor treatment, coordinate discharge plans and services, and act as a client advocate. Coordinate evaluation and diagnostic process according to AHCCCS and DHS requirements. Submit required documentation within timelines necessary to secure services for the client. Maintain accurate, thorough and current documentation of contact with client and services received in a confidential and punctual manner. Monitor the implementation of service plans and progress of client towards goals. Assist clients and families in accessing services and obtaining entitlements. Arrange client transportation as necessary and consistent with service plan. Provide face to face and telephone on call crisis intervention.

Southwest Key Program, Phoenix, AZ. Caseworker, 1 year

Monitored the daily actions of juvenile offenders and documented their behavior and actions on a regular basis. Required 24 hour on call crisis intervention. Established frequent contacts with probation officers and provided valuable information on each client. Attended court proceedings, prepared court reports, termination papers, and monthly assessments. In addition, create individual development plans and conducted therapeutic groups weekly with juvenile offenders. Maintained consistent interaction with juveniles and assisted with their IDP goals on a daily basis. Provided clients with transportation to and from staffings.

Southwest Education Center, Phoenix, AZ. Partial Care Coordinator, 2 years

Worked with emotionally disturbed children between the ages of 5-17. Assisted in organizing the lesson plans of therapeutic groups. Responsible for the allocation of individual medication. Supervised the weekly documentation of each client. Assisted clients in the classroom as an aid to the teacher. Supervised the scheduling of therapeutic groups aimed toward the individual goals of each client. Worked with children to help express emotion in appropriate manner and help assist children with disabilities. Utilized the token economy system to behaviorally manage clients. Learned to adjust to change and manage pressure under stressful conditions.


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