Case Management & Quality Assurance Supervisor

Karen Johnson Davis

Ellenwood, GA ***** 404-***-**** *****************@*****.***

Areas of Experience

Case Management Experience

● Performed assessments to assess the needs of individuals experiencing homelessness in encampments.

● Maintain professional rapport with program participants, peers, and other community service providers.

● Develop individualized service plans, and coordinated services to ensure clients received support and resources.

● Document all interactions and maintain confidential records of clients according to agency policies and HIPAA regulations.

● Assist program staff with assessments and entering client intakes in the GAHMIS database and communicated eligibility requirements to clients.

● Assessed housing barriers of individuals experiencing homelessness to determine housing and service needs.

● Conduct substance abuse and sexual health education classes for organizational peer support groups.

● Document and monitor clients’ progress toward meeting their ISP goals and objectives in compliance to agency policies and procedures.

Supervisor Experience

● Performed and managed administrative duties such as employee performance, training, evaluations, corrective actions, and time management.

● Audited ATHENA documentation for completeness and compliance.

● Supervised PrEP team; set clear expectations for customer service behaviors (greeting, scripting, service recovery).

● Developed and updated Operations and Quality SOP manuals.

● Ensured all contractual Service Level Agreements (SLA) and deliverables were met.

● Performed administrative reports and Quality Assurance Audits for direct reports. Learning and Development Experience

● Designed, implemented, and facilitated Train-The-Trainer workshops for Call Center trainers, employees, and volunteers.

● Managed, trained, and coached onboarding sales and customer service Call Center new hires including company policies and procedures, customer service principles, call handling skills, sales skills, technical skills, and administrative skills.

● Developed and updated Operations and Quality SOP manuals; created divisional and cross-functional enterprise learning initiatives.

● Organized and designed training materials in Learning Management Systems. Medical Assistant/Phlebotomist Experience

● Increased patient satisfaction by providing efficient and accurate blood collection services.

● Enhanced laboratory efficiency by processing, labeling, and storing specimens according to established protocols.

● Ensured timely test results by coordinating with medical staff for proper specimen handling and transport.

● Maintained a clean and safe work environment, adhering to infection control policies and procedures.

● Obtained blood samples from patients safely and reassuringly.

● Performed patient intake process including vital signs monitoring. Project Management Experience

● Developed Customer Experience (CE) proposals and coordinated CE engagement projects.

● Coordinated Culture & Diversity events to increase morale, motivate employees and create a fun atmosphere.

● Initiated project proposals and created call center communications for non-profit projects to create awareness of key issues and opportunities in community (e.g., volunteer management, reporting, & event coordination). Computer Skills

• Proficient in MS Office Suite, SharePoint, GAHMIS, QuickBooks, Healthcare EHR/EMR systems

• Learning Management Systems: Articulate 360 Storyline, Camtasia, iSpring Learn, Canvas Certifications

● CCMA - NHA Certified Medical Assistant

● CPT- NHA Certified Phlebotomy Tech

● AMCA - Certified Professional Instructor

Employment History

Senior Case Manager of SAMSHA APPAL Services – Aniz Inc. (Atlanta, Ga) Aug 2025 - Present Supervisor PrEP Department - Aniz Inc. (Atlanta, Ga) Fulltime - Feb 2025 – Aug 2025 Medical Assistant/Phlebotomist - Aniz Inc. (Atlanta, Ga) Fulltime - Jan 2025 - Present Case Manager – Aniz Inc. (Atlanta, GA) Fulltime Oct 2024 – Dec 2024 Rapid Rehousing Case Manager – Frontline Response (Atlanta, GA) Fulltime – Oct 2023 – Aug 2024 Sr. Product Support Supervisor – United Health Group -Optum Digital (Atlanta, GA) Fulltime – July 2021 – Oct 2023 Quality Assurance Trainer – Georgia State Road and Tollway Authority (Atlanta, GA) Fulltime -Aug 2019 – July 2021 Tech Expert / Call Center Non-Profit Project Lead – Verizon Wireless (Alpharetta, GA) Fulltime – July 2014 – July 2019 Education and Training

Progressive Medical Institute – Atlanta, GA – Certified Clinical Medical Assistant Certification CCMA/ Phlebotomy/ Completed courses in Patient Care and EKG Technician - 2023-2024 Kennesaw State University- Kennesaw, GA -Master’s in Business Administration – Graduated May 2008 University of Kentucky – Lexington, KY -Bachelor of Business Administration – Graduated May 1992

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