MARGARET HALL

Brookside Village, Texas 713-***-****

adz6pi@r.postjobfree.com

LinkedIn www.linkedin.com/in/margaret-person-hall-b707468/

SUMMARY OF QUALIFICATIONS

As an action-oriented strategic thinker, I possess the ability to communicate effectively. My positive interpersonal relationship skills enable me to work collaboratively as a team leader/player with cross-functional teams and stakeholders. I have strong skills in program development and can handle stressful situations, ambiguity, and pivot for crisis management with ease. Additionally, I can quickly learn new technologies and/or enhancements in a fast-paced environment.

My expertise includes the development, implementation, and evaluation of program operations and services. I am a servant leader with excellent team building, organizational, planning, and analytical skills.

SKILLS

Adaptability

Attention to details

Build Strong Relationships

Business Process Improvement

Change Management

Coaching

Community Collaboration

Critical Thinking

Cross-team Collaboration

Customer Relationship Management

Customer Service Management

Decision-making

Financial Management

Grant Management

Highly organized and detail-oriented

Key Performance Indicators

Leadership and management skills

Managing multiple locations

Organization

Partner Relationship Management

People Management

Performance Metrics

Problem-Solving

Process improvement

Professional Development

Proficiency in MS Office, Excel, PowerPoint, Zoom, Teams, Jazz HR, ADP, PeopleSoft

Program Management

Public Health

Reporting & Analysis

Strategic Planning

Technology literacy

Trust building

Verbal and writing skills

Workforce Development

CERTIFICATIONS

Trust-Based Relational Intervention (TBRI) Educator

Texas Christian University

Karin Purvis Institute of Child Development Team

2017

Diversity and Inclusion in the Workplace

ESSEC Business School

Issued Jan 2021 No Expiration Date

Credential ID 6QXNZVGNXPLR

Business Strategy: Strategic Leadership and Management Specialization

University of Illinois at Urbana-Champaign

Issued Dec 2020 No Expiration Date

Credential ID CGDVW6BP29VJ

Corporate Strategy: Strategic Leadership and Management Specialization

University of Illinois at Urbana-Champaign

Issued Dec 2020 No Expiration Date

Credential ID 749W8XM2TVZX

Designing the Organization: Strategic Leadership and Management Specialization

University of Illinois at Urbana-Champaign

Issued Dec 2020 No Expiration Date

Credential ID AYXATGMKBHWG

Managing the Organization: Strategic Leadership and Management Specialization

University of Illinois at Urbana-Champaign

Issued Dec 2020 No Expiration Date

Credential ID BBS3MVXD4PAG

Leading Teams: Building Effective Team Cultures: Strategic Leadership and Management Specialization

University of Illinois at Urbana-Champaign

Issued Nov 2020 No Expiration Date

Credential ID XC9RJXL9K42H

Leading Teams: Developing as a Leader: Strategic Leadership and Management Specialization

University of Illinois at Urbana-Champaign

Issued Nov 2020 No Expiration Date

Credential ID JH7AFS7P59SW

Project Management Principles and Practices Specialization

University of California, Irvine

Issued Oct 2020 No Expiration Date

Credential ID K3FJF89S5CYT

Budgeting and Scheduling Projects: Project Management Principles and Practices Specialization

University of California, Irvine

Issued Sep 2020 No Expiration Date

Credential ID R5BUKTRRTWSD

Initiating and Planning Projects: Project Management Principles and Practices Specialization

University of California, Irvine

Issued Sep 2020 No Expiration Date

Credential ID J5VZ9368N5CQ

Managing Project Risks and Changes: Project Management Principles and Practices Specialization

University of California, Irvine

Issued Sep 2020 No Expiration Date

Credential ID AZ47GKSTXW3D

Project Management Project: Project Management Principles and Practices Specialization

University of California, Irvine

Issued Oct 2020 No Expiration Date

Credential ID T9RE3L5EBT96

PROFESSIONAL EXPERIENCE

CENIKOR FOUNDATION

SENIOR PROGRAM MANAGER

August 2021 – March 2023

Operational management and strategic business analysis program management of telehealth, outpatient programs, and intensive outpatient programs for adults and adolescents and identified areas of improvement. Reported performance to the Executive Leadership Committee monthly.

Monitored ongoing projects, identified, and mitigated risks and inefficiencies, and made improvements.

Remotely recruited, hired, supervised, and developed training schedules, conducted performance management appraisals, employee relations issues, and corrective actions for outpatient staff from 6 locations and contract staff from 4 school districts.

Facilitated and coordinated virtual weekly Team meetings by location to staff clients to provide an optimum environment for client recovery and informed and updated staff of policy, procedures, and regulatory changes.

Supported, provided, and oversaw staff development in EHRs and Learning Management Systems according to policy and ensured performance met the standards of the organization.

Ensured Compliance and Clinical Quality Effectiveness (CQE) programs were properly implemented, and standards met. Achieved the highest CQE score in a fiscal year for 3 months in the foundation.

Completed monthly statistical data analysis and requirements analysis for Continuous Quality Improvement reporting for Client Satisfaction Surveys, Compliance, Quality, Drill and Inspection Checklist for each location, Employee Record Review, Chart Review Action Reports of client record audits.

Customer Relationship Management: Achieved client service rating average above 90%. Crisis communication and crisis intervention with other departments to ensure client issues were handled satisfactorily. Emergency management and risk assessment of call center clients to ensure successful onboarding processes and communications with clients.

Reviewed and resolved client escalations to address client concerns and complaints. Handled all escalated client issues, and conflict resolution.

Developed process for revenue cycle management and payer operations to ensure accurate billing authorizations and timeframes to confirm staff provided treatment according to state licensure requirements and met clinical, medical, funding, and billing documentation standards for the required level of care to maximize revenue.

Prepared, implemented, tracked, and oversaw program expenditures in compliance with the program's annual budget, finance, and grants.

Developed and maintained collaborations with community partners and cross-functional collaboration within the organization, internal and external stakeholders. Member of Leadership Committee and Leadership Development program.

Created, coordinated, and maintained Zoom and Teams meetings for virtual support groups and in-person support groups and tracked attendance.

Collected and accessed data to streamline processes to gain efficiency and monitored and analyzed KPIs. Member of Process Improvement Committee.

DEPELCHIN CHILDREN’S CENTER

PROGRAM COORDINATOR and BUDDY FAMILY NETWORK FACILITATOR

December 2017 – August 2020

Coordinated a broad range of child welfare services and oversaw post-adoption program operations to promote safety, permanence and well-being for children ages 0 to 17 and families in the social service nonprofit organization.

Actively participated in supervisory meetings, represented staff needs, and contributed to planning and problem solving, including Home Study Committee, Staff Advisory Council and meetings with collaborative partners/agencies.

Responsible for hiring and retaining quality staff along with providing routine supervision as applicable for all direct reports, responsibly assessed job performance at least annually and organized monthly team meetings.

Assured compliance with all agency policies/procedures, COA accreditation standards, and all applicable licensing standards and contract requirements.

Established and monitored program performance goal key indicators to ensure client needs assessment data were collected during client/clinician contacts/meetings, evidence that client's needs assessment information was used for client case modifications, case closing protocols were met within the required timeline, and documented supervision was within compliance.

Maintained clinical expertise in children and family issues, complex family dynamics, and trained staff in crisis management, recognizing safety issues and safety mitigation.

Possess an understanding of long-term adoption issues, complex family dynamics, and the ability to provide and implement trauma-informed care.

Completed administrative tasks using Kaleidacare (web-based care management and billing solution) and Excel to complete monthly and quarterly data collection and reported to senior management and the Texas Department of Family and Protective Services on outcomes.

Worked on RFP to submit for a new grant extension.

Collaborated with Child Protective Services for the return to care of children.

Facilitated residential treatment center placement for children experiencing severe trauma. Facilitated contracts with residential treatment facilities.

Ensured continuous quality improvement via monthly record reviews and individual supervision of staff to address relevant caseload, family dynamics, and systems issues and concerns and to improve service delivery.

Planned, organized, volunteer management and vendor management for Buddy Family Network events and workshops for clients to meet other adoptive families, increase knowledge of adoption issues, and understand trauma.

DEPELCHIN CHILDREN’S CENTER

CLINICAL CASE MANAGER and BUDDY FAMILY NETWORK FACILITATOR

November 2013 - December 2017

Conducted intake, assessment, and coordination of services for post-adoption individual clients.

Developed, reviewed, and modified Plan of Service in consultation with clients to assess their situations, capabilities, and mental health to determine what services and interventions are needed to provide referrals and perform follow-ups assessing the quantity and quality of services provided.

Provided information and referrals for resources within DePelchin and in the community.

Utilized organizational skills efficiently in establishing and maintaining case management records and prepared reports. Responsible for the oversight of Continuum of Care Planning.

Performed Quarterly Case Record Review of client files to ensure compliance of records with agency, state regulatory requirements, and HIPAA.

Used knowledge of resource availability, service cost and eligibility criteria for resources identified in Plan of Service to assist clients to obtain services needed.

Collaborated with other healthcare professionals and service providers to ensure business continuity of care and optimal client care.

Consulted with Coders to assist in obtaining maximum reimbursement for medical record coding.

Documented monthly activities and statistical data appropriately in Case Management Notes to reflect interventions for program accountability and to provide a basis for evaluation and billing for client services.

Organize support groups and counsel family members to assist them in understanding, dealing with, and supporting the client.

Accomplishment: Tom Bellows Above and Beyond the Call of Duty March 2016

PARENT EDUCATION PROJECT - FAMILIES CAN

UNIVERSITY OF HOUSTON

FAMILY PARTNER and TRANSITION WORKSHOP COORDINATOR

October 2010 – November 2013

Provided direct client services including advocacy through, education, training, resources, services and consultation to parents of children with severe disabilities, chronic illness, or medical disabilities.

Prepared and maintained case records, data entry, and service statistics.

Conducted home visits to assess the needs of the clients and developed an Individualized Service Plan to address the client’s needs and crisis management. Monitored, recorded, and evaluated client progress.

Coordinated and facilitated bi-monthly Transition Workshops on various topics pertaining to transition for youth with disabilities: pediatric to adult-based care, transition from school to adult services, job placement, advocacy, legal, alternative living, independent living, certificate programs, colleges, and consumer-directed services.

Project Management - Organize Transition Family Education Event and Resource Fair by collaborating with resources in the community, contacting potential vendors, publicizing events, securing donations, coordinating volunteers, contacting, and scheduling speakers.

Presented workshops pertaining to transition and special health care needs.

Networked and maintained relationships with community organizations to gain knowledge of available transitional support services.

PARTNERS RESOURCE NETWORK - TEAM PROJECT

REGIONAL COORDINATOR and FOCUS CENTER COORDINATOR

January 2008 - July 2010

Conducted community outreach and represented TEAM Project as a liaison between the community and the office. Responsible for disseminating information, community development, identifying resources for parents, crisis management, and response.

Presented workshops, arranged, developed, taught, and facilitated a series of Special Education workshops on Early Childhood Intervention, Individual Disabilities Education Act, Positive Behavior Intervention, Procedural Safeguards, Autism Supplement, and Transition for parents, professionals, and young adults with disabilities.

Mentored and trained parents to learn more about their child’s disability, better understand their child’s rights, and improve their skills in communication, evaluation, and decision-making.

Networked with organizations and collaborated with Independent School Districts, Parent Support Groups, and other key agencies to help parents advocate for their children.

Developed and participated in the dissemination of fact sheets and articles for the quarterly newsletter and the website.

Conducted train-the-trainer workshops for project staff as well as staff of other Parent Training Information Centers and Community Parent Resource Centers in the state as requested.

EDUCATION

BACHELOR OF SCIENCE - JOURNALISM

TEXAS A&M UNIVERSITY

College Station, Texas

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