Customer Service Quality Assurance

Patricia A. Turner

Cordova, TN ***** • Cell: 901-***-**** • ***********@*****.***

PROFILE SUMMARY

A successful, decisive, results and customer-focused leader seeking a management position that will use my years of in-depth experience.

KEY STRENGTHS/SKILLS

● Operations Management ● P&L Accountability ● Staffing and Training

● Strong Organizational Skills ● Building Professional Teams ● Regulatory Compliance

● Strong Leadership Skills ● Ensuring Customer Relationships ● Results Oriented

● Marketing● Six Sigma/Green Belt● Developing Policies and Procedures

● Grant Writing

EMPLOYMENT EXPERIENCE

Spero Health 2/2022 - Current

Area Manager

● Provides direction, coaching and counseling to employees and monitors workflow functions, outcomes, patient satisfaction and quality measures of the facility with the result of meeting or exceeding the established goals and objections.

● Responsible for the day-to-day operations of three outpatient addiction clinics in the West TN Division.

Delta Specialty Hospital 10/2021 – 2/2022

Business Development Specialist

● Responsible for growing lines of service by developing and retaining referrals from physicians and other key non-physician referral sources.

● Responsible for identifying opportunities for partnering and growth.

● Maintained existing referral relationships.

Volunteers of America Mid States 7/2020 – 10/2021

Sr. Director

● Overall responsibility for the administrative operations of Developmental Disabilities Services in West TN DDS. Responsible for providing strong, supportive, viable leadership in the professional network and within the management structure of the agency. Responsible for strategic planning, program development, and budget management.

Meritan/Apelah 7/2019 – 7/2020

Associate Vice President

● Provided program leadership and program budgetary oversight of the In-Home HCBS

Program for adults with disabilities, HIV/AIDS, Seniors and Veterans to ensure positive client

outcomes, productive community relationships and effective fiscal management for assigned

programs.

● Responsible for the Home and Community Based programs and Medicaid Waiver Programs for the Mississippi Division - Apelah.

● Worked with the City of Memphis (as Funder) on a variety of issues impacting

housing/homelessness for persons with HIV/AIDS.

● Managed the Private Pay model for In-Home and Community Based Services.

● Managed the Social Services Block grant (SSBG/APS) to assist adults with disabilities and the elderly.

Meritan 7/2017 - 7/2019

Program Director

● Responsible for the overall administration and quality of the Home and Community Based

Services Programs.

● Assists in evaluating services and HCBS programs with recommendations for modifications as indicated.

● Ensured appropriate departmental policies and procedures are developed and implemented.

● Developed and fosters relationships with internal and external resources for referral of clients..

● Managed the overall operation of the HCBS Division and provides direction and guidance to 50 home care specialists and 3 case managers for the scheduling, performance and evaluation of

home care services.

Lab Four/Professional Development Center 10/2017 – 3/2018

Professional Mentor - Six Sigma Green Belt

● Executed course instruction based upon the approved curriculum provided by Lab Four.

● Employed a variety of teaching styles and methods to accommodate diverse learning styles.

● Provided students with feedback on all assignments and discussions to foster enhanced quality

of learning.

● Worked with Lab Four’s Job Placement Assistance Services (JPAS) to help obtain a

training-related job for students.

Acti-Kare Home Health 2016 – 2017

Marketing Director

● Directed marketing and branding strategy and oversees its implementation.

● Identified obstacles to brand growth and works collaboratively with the Executive Director to

resolve them.

● Managed overall budget to achieve defined targets related to marketing and branding.

● Monitored/measured the current brand value and develop strategies for brand strengthening.

Silver Angels of Tennessee Home Health 2015 – 2016

Area Director

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● Responsible for the development and implementation of the branch’s marketing and sales

strategies to increase client census/revenue growth and business development.

● Managed the overall operational execution of the branch and provided direction and guidance

to the branch staff for the scheduling and performance of home care services.

● Responsible for the execution of the branch’s annual budget.

● Broadened referral source base through direct marketing, frequent educational group

presentations and demonstration of superior customer service.

Mid-South Healthnet, Inc. 2013 – 2014

Human Resources Director / Quality Assurance Director (3/2014 – 12/2014)

● Responsible for administering and overseeing the design, development and implementation

of Human Resources programs and policies relating to all phases of Human Resources

activity including compensation, recruitment and training.

● Monitored established policies and procedures; Identified, evaluated and resolved employee

morale, work performance issues and productivity concerns at Mid-South Healthnet, Inc.

● Managed employees engaged in quality assurance review of medical records.

● Developed and executed quality assurance policies and procedures.

● Reviewed and evaluated residents’ medical records, applying quality assurance criteria.

● Facilitated regulatory compliance.

● Developed customer satisfaction surveys.

● Evaluated the effectiveness of the quality assurance program for four supportive living

facilities for the mentally ill in Memphis, Tennessee.

Quality Assurance Director – Consultant (8/2013 – 2/2014)

● Managed employees engaged in quality assurance review of medical records.

● Developed and executed quality assurance policies and procedures.

● Reviewed and evaluated residents’ medical records, applying quality assurance criteria.

● Evaluated the effectiveness of the quality assurance program for four supportive living

facilities for the mentally ill in Memphis, Tennessee.

Community Behavioral Health, LLC, Memphis, Tennessee 2009 – 2013

Hospital Administrator

● Responsible for the delivery of services in a 50-bed inpatient psychiatric facility through an

executive leadership team consisting of seven direct reports.

● Administered and monitored operating budget and capital improvement projects.

● Ensured programs and services achieved desired operational results.

● Managed 64 employees.

● Obtained Medicare certification.

● 2 successful Joint Commission surveys and 4 successful State surveys.

● Improved operations in hospital ancillary and support services.

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EDUCATION

Meharry Medical College, Nashville, Tennessee: MS in Public Health

Jackson State University, Jackson, Mississippi: BS in Biology

CIVIC ACTIVITIES AND MEMBERSHIPS

Leadership Memphis, Class of 2004

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