Brooke Loiland
Cave Creek,AZ
Summary
Exceptional analytical, problem-solving, and decision-making skills. As a highly skilled and experienced Quality Assurance Specialist, proven track record of identifying and resolving complex issues. Work is characterized by integrity, effective project management skills, leadership qualities, and a strong work ethic, which enable to tackle even the most challenging problems. Team player who is also self-motivated, dependable, and professional, possessing effective leadership skills and a trademark work ethic for taking on and resolving complex issues.
Overview
18
18
years of professional experience
Work History
Quality Assurance Specialist, Children's Health
First Things First (FTF)
08.2013 - Current
- Implemented a comprehensive, strength-based site visit assessment model to evaluate the implementation of grant partners' adherence to their contractual obligations
- Serve as a statewide consultant to internal staff, grant partners, regional councils, and the FTF State Board
- Perform research and analysis to promote best practices and evidence-based programming
- Identify and consult with a variety of partners both internal and external, including national and state organizations and local partners such as business and industry, government, and academia to avoid duplication of effort, ensure synergy of resources, and enhance the overall leadership within the state
- Responsible for overseeing and developing all quality assurance tools and generating a comprehensive site visit reports based on the evaluation, observation, research, and collaborative discussions.
- Analyzed data, identifying trends and opportunities for improvement in implementation and statewide processes.
- Collected and analyzed data to measure effectiveness of the quality assurances processes.
- Conducted data review and followed standard practices to find solutions.
- Enhanced customer satisfaction by addressing reported issues and providing effective solutions.
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service.
- Developed and maintained courteous and effective working relationships.
- Cultivated interpersonal skills by building positive relationships with others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Learned and adapted quickly to new technology and software applications.
- Analyzed data, identifying trends and opportunities for improvement in both implementation and contract management.
- Developed and implemented procedures to meet product quality standards.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Passionate about learning and committed to continual improvement.
- Identified issues, analyzed information and provided solutions to problems.
- Worked effectively in fast-paced environments.
- Gained strong leadership skills by managing projects from start to finish.
- Leader multiple multiple agency-wide projects, delegating tasks and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Recorded findings, collaborating with quality team to implement corrective actions.
Community Coordinator
Judicial Branch of Arizona in Maricopa County
12.2012 - 07.2013
- Hired as a contract employee through the Cradle to Crayons Program to facilitate ongoing communication among stakeholders, including Court and public/private agencies, which provide services and support to the birth through three populations
- Provided education daily in Court regarding various system processes and accepted referrals by the Judge for further assessment
- Research and analyze barriers to ensure that high-quality services are delivered timely
- Developed memorandum's to the Court to provide clarity and the resolution based upon the Judge's referral.
Client Representative Supervisor
Southwest Network
06.2012 - 12.2012
- Managed call center referral operations for the most prominent provider network within Arizona's Maricopa County behavioral health system
- Provided reporting on new patient appointments and call center performance metrics
- Oversaw department's Customer Service Representatives' daily productivity to provide exceptional service and follow clinical procedures
- Department liaison between internal and external partnerships
- Formulate, analyze, and evaluate the intake and referral process to ensure services provided were responsive and sensitive to the needs of the program's culturally diverse population
- Ensures all program functions operate in accordance with billing and compliance requirements and the program's overall mission, values, and strategic goals, which are focused on continuous improvement.
- Streamlined internal processes for efficient client communication, reducing response time significantly.
- Developed and implemented strategies to reduce and prevent conflict.
- Utilized data-driven insights for enhancing account management strategies resulting in higher customer satisfaction levels.
Supervisor (High Needs Case Managment
Southwest Network
02.2009 - 06.2012
- Led a team of eight intensive community-based case managers providing services to consumers receiving behavioral health services
- Accountable for coordinating clinical care for consumers' needs of 120+ youth/families
- Worked collaboratively with multiple entities, including clinical and medical directors, school districts, Arizona Department of Child Safety, and Developmental Disabilities
- Responsibilities included but were not limited to providing weekly clinical supervision/advising, analyzing, chart audits, deadlines, productivity goals, and upholding agency policy and procedures.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Generated reports detailing findings and recommendations.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Maintained compliance with company policies, objectives, and communication goals.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated employee performance and coached and trained to improve areas of opportunity.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
Sports Coordinator
Special Olympics Arizona
04.2007 - 03.2009
- Responsible for planning and organizing state-level competitions for the intellectually disabled
- Position oversaw 156 delegations throughout the state and managed multiple interns, along with key volunteers
- Daily activities consist of assembly and distribution of information throughout the state, data entry, produce & analyze reports, marketing strategies, and donor relations.
Director of Corporate Relations
Trinan
01.2007 - 04.2007
- Responsible for the execution of strategic relationship management and revenue generation through employers and consultants
- Develop and maintain specific marketing verticals in Commercial Property
- Daily activities included presentations, recruiting, and marketing within the commercial real estate industry.
Sales Representative
Verizon Wireless
06.2006 - 01.2007
- Utilized interpersonal relationship-building techniques to achieve sales
- Was responsible for advancing staff and customers within data technology throughout the Phoenix region, while also meeting and exceeding monthly sales quota.
Academic Advisor
University of Pennsylvania
09.2005 - 03.2006
- Advisor for students receiving their Masters in Landscape Architecture
- Organized multiple events, coordinated admissions process, and assisted the chair of the department.
Education
Bachelor of Arts - Interdisciplinary Studies, Communication, Business Culture (encompassing Psychology, Sociology, and Family Studies), and Special Rehabilitation
University of Arizona
Tucson, AZ05.2005
Skills
- Early childhood system
- Behavioral Health
- Child and Family Team process
- Community Health
- Contract and grants management
- Clinical documentation (review psychosocial assessments and treatment plans)
- Consultant/ technical assistance
- Evidenced-based programming
- Quality improvement
- Research
- Supervision
- Project Management
- American Sign Language
- Safety Procedures
- Monitoring and Assessment
- Detail Oriented
- Data Analysis
- Problem-solving skills
- Sound decision-making abilities
- Database Maintenance
Accomplishments
- Cave Creek Unified School District Education and Community Services Excellence Award: 2022
- J. Elliot Hibbs Employee of the Year Award: 2014
- University of Arizona Alumni Achievement Award: 2009
- Volunteer: Special Olympics Arizona Fall 2009
- Super Bowl Youth Football Host Committee: 2007-2008
Professional References
- Steven Sheets, President and Chief Executive Officer, Southwest Behavioral & Health Services, 602-502-2477
- Jessica Anthony, The Assistant Program Manager (APM), Arizona Department of Child Safety, 1925 W Pinnacle Peak Rd, 480-390-6347
- Brian Quinn, Senior Manager, Special Olympics International, 763-443-5034
Certifications And Courses
- Lectio Institute, Read on Arizona 2021
- Southwest Human Development Harris Infant and Early Childhood Infant Mental Health lecture series, 2009
- Magellan Health Services: Certificate of Achievement Documentation of Language Assistance 2010, Certificate of Achievement CASSII, Enhanced Clinical Skills, General Assessor, ADHS Strength-Based Supervision, 2009.
- Southwest Network Certificate Achievement: CPI competent by method and exam, observation and/or interview, Chart Maintenance 200, DSM-1V overview 2009, Embracing Change Training 2009, Billing and documentation training 2009, Creating Partnerships 2009, Facilitation 101: Intensive 2009, Natural and Peer support 2009, HMS Training 2009, Out of Home Placement 101 2009, Legal Issues in Case Management 2009, Creating Partnerships with CPS 2009, ADHS Clinical Cultural Competency 2009, Realities of Residential Treatment Centers 2009
- Brookes Publishing Training of Trainers Institute Ages & Stages Questionnaires, Third Edition (ASQ-3), and Ages & Stages Questionnaires: Social-Emotional, Second Edition (ASQ: SE-2) 2016
- Certificate of Completion in Autism, Behavior, and Quality of Life in an introductory level on Applied Behavior Analysis (ABA)
- Southwest Behavioral Health Crisis intervention resolution training with Therapeutic Options
- Signs, Symptoms, & Characteristics of Juveniles with Sexually Maladaptive Behaviors by SeQuel Care Arizona 2012
- Toxic Stress in Infancy and Early Childhood Effects on Psychology and Behavior 2010
- Infant Adoption Training Initiative by Arizona Children's Association 2011
- Special Olympics North America: Certificate of Participation in Unified Sports Instructor Course 2008
Timeline
Quality Assurance Specialist, Children's Health
First Things First (FTF)
08.2013 - Current
Community Coordinator
Judicial Branch of Arizona in Maricopa County
12.2012 - 07.2013
Client Representative Supervisor
Southwest Network
06.2012 - 12.2012
Supervisor (High Needs Case Managment
Southwest Network
02.2009 - 06.2012
Sports Coordinator
Special Olympics Arizona
04.2007 - 03.2009
Director of Corporate Relations
Trinan
01.2007 - 04.2007
Sales Representative
Verizon Wireless
06.2006 - 01.2007
Academic Advisor
University of Pennsylvania
09.2005 - 03.2006
Bachelor of Arts - Interdisciplinary Studies, Communication, Business Culture (encompassing Psychology, Sociology, and Family Studies), and Special Rehabilitation
University of Arizona
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