Behavioral Health Program Operations & Patient Care

LeShaela Williams

Woodbridge, VA ***** 561-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Healthcare professional with 16+ years of progressive experience across behavioral health, psychiatric care, urgent care, primary care, pharmacy, residential treatment, PHP, IOP, outpatient and hospital settings. Proven history of growing within organizations and taking on increasing responsibility across patient care, admissions, program operations, office management, scheduling, billing/coding, insurance coordination, authorizations, credentialing, licensing/compliance and staff operations. Experienced working with adolescents, adults, seniors/geriatric patients, and individuals receiving mental health and substance-use treatment. Comfortable partnering with physicians, psychiatric nurse practitioners, RNs, therapists, counselors, clinical directors, insurance companies, regulatory bodies, and administrative teams.

CORE COMPETENCIES

• Office & Program Management

• Behavioral Health & Psychiatric Care

• Adolescent, Adult & Geriatric Care

• Patient Intake & Admissions

• PHP / IOP / Outpatient / Residential

• Urgent Care / Primary Care / Pharmacy

• Scheduling & Patient Registration

• Billing & Coding

• Copays, Deductibles & Out-of-Pocket Costs

• Insurance Verification & Benefits

• Prior Authorizations & Insurance Follow-Up

• Credentialing: Providers & Offices

• State Licensing & License Compliance

• JCAHO/Joint Commission Compliance

• City/County Zoning Compliance

• Policies & Procedures

• Staff Onboarding & Training

• Staff Meetings & Team Coordination

• Phones / Switchboard / High-Volume Calls

• Faxing & Medical Records

• Microsoft Office 365 & Teams

• Patient Relations & Customer Service

• HIPAA & Confidentiality

• Accounts Receivable / Collections

• Clinical & Administrative Workflow

• Pharmacy / Hospital Operations

PROFESSIONAL EXPERIENCE

Inova Hospital – Psychiatric Unit Falls Church, VA

Mental Health Technician 2 Aug 2025 – Present

• Provide direct patient support in an acute psychiatric hospital environment serving adolescents, adults, and seniors/geriatric patients with mental health, behavioral health, and substance-use-related needs.

• Work alongside psychiatric nurses, RNs, physicians, psychiatrists, and the interdisciplinary treatment team to support patient safety, observation, communication, and treatment-plan implementation.

• Perform patient admissions/intake support, belongings searches and inventory, safety rounds, behavioral observation, transfers, discharges, and unit transitions while maintaining accurate documentation.

• Obtain and document vital signs and point-of-care blood glucose readings and promptly communicate abnormal findings or changes in patient condition to nursing staff.

• Support a safe, structured therapeutic milieu; recognize behavioral or mental-status changes; maintain professional boundaries; and follow hospital safety, infection-control, privacy, and patient-care procedures.

• Assist with activities of daily living, patient comfort, mobility, meals, hygiene, and other assigned care needs while maintaining dignity and confidentiality.

Kolmac Integrated Care Arlington, VA

Office Manager Dec 2024 – Jul 2025

• Managed day-to-day office operations for a behavioral healthcare setting, including scheduling, patient intake, front-desk coordination, records, correspondence, and customer service.

• Answered and routed calls, coordinated patient information, supported staff workflow, and helped maintain efficient daily operations in a busy healthcare environment.

• Worked with clinical and administrative team members to support timely patient access, accurate information flow, and a professional patient experience.

Changes Wellness Treatment Center / The Counseling Center Florida

Progressive Career: Behavioral Health, Administration & Program Operations 2019 – 2023

• Progressed through multiple positions as the organization expanded, developing broad knowledge of behavioral health operations, patient access, administration, revenue-cycle processes, housing, compliance, and program services.

• Changes Wellness expanded its services and transitioned/expanded under The Counseling Center name during 2021–2022; these roles represent continued growth within the same professional organization rather than unrelated short-term positions.

• Served in leadership and operational capacities including Administrative Director, Intake Coordinator, Billing Supervisor, Housing Coordinator/Housing Director, Admissions Director, Behavioral Health/Mental Health Technician, and Program Director.

• Supported IOP, PHP, outpatient, residential, dual-diagnosis and substance-use/mental-health programming, including intake, admissions, housing coordination, scheduling, patient-facing support, and program operations.

• Worked closely with therapists, counselors, group facilitators, clinical directors, physicians, psychiatric nurse practitioners, and other clinical staff to gather information supporting biopsychosocial assessments and psychiatric/treatment planning.

• Coordinated treatment authorizations, verified benefits, communicated with insurance companies, submitted authorization documentation, followed up on coverage/payment issues, and supported continuity of care.

• Managed billing and coding functions, copays, deductibles, out-of-pocket balances, accounts receivable, balance follow-up, and collection-letter processes.

• Supported provider and office credentialing, state licensing and license compliance, policies and procedures, regulatory readiness, and city/county zoning compliance.

• Participated in JCAHO/Joint Commission compliance activities, staff meetings, onboarding, training, workflow development, and administrative team coordination.

• Answered multi-line phones and switchboards, scheduled appointments, faxed clinical/administrative documents, maintained records, and provided professional patient/client service.

• Used Microsoft Office 365 and Teams for communication, scheduling, documentation, meetings, and administrative coordination.

Riviera Beach Integrated Care Florida

Office Manager / Urgent Care Operations Aug 2019 – May 2023 (remote)

• Managed urgent care office operations including scheduling, patient intake, registration, billing, coding, accounts receivable, copay collection, balance follow-up, and patient account support.

• Handled high-volume inbound and outbound calls, switchboard/phone routing, scheduling, patient questions, documentation, and coordination between medical and administrative teams.

• Supported patient flow, trained reception staff, and maintained customer-service standards and accurate administrative processes.

• Built practical experience across primary care and urgent care workflows while coordinating closely with clinical staff.

Earlier Healthcare Experience Florida

Behavioral Health, Pharmacy, Home Health & Geriatric Care

• Built additional experience across pharmacy, home health, geriatric care, primary care, urgent care, behavioral health, residential treatment, PHP, IOP, outpatient and other healthcare environments.

• Worked closely with psychiatric nurse practitioners, physicians, nurses, therapists, counselors and support staff; supported patient-facing care, scheduling, documentation, benefits verification, pharmacy/therapy authorization processes, and healthcare coordination.

• Developed a broad understanding of healthcare operations from both patient-care and administrative perspectives.

EDUCATION

Northern Virginia Community College (NOVA) — Associate Degree in Psychology — Expected December 2026

High School — Diploma — May 2008

CERTIFICATIONS

• CPI Certified (Crisis Prevention Intervention)

• BLS Certified

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