Summary

Overview

Work History

Education

Skills

CORE QUALIFICATIONS

Timeline

CASEY HOLLIDAY

Gaithersburg,MD

Summary

Results-driven Healthcare Operations Leader with extensive experience in residential behavioral health. Expertise includes client safety, crisis intervention, de-escalation, admissions, and HIPAA-compliant documentation. Skilled in fostering interdepartmental communication and managing fast-paced service environments while supporting clients with diverse medical and behavioral needs.

Overview

years of professional experience

Work History

Assistant Director | Previously: Admissions Coordinator, Administrative Assistant & Behavioral Health Technician

The Valley Treatment Center

09.2021 - Current

Provide oversight of daily residential treatment operations, client services, staffing, safety, compliance, and continuity of care.
Oversaw daily residential treatment operations, ensuring client services, staffing, safety, compliance, and continuity of care.
Provided direct client support, including crisis intervention, de-escalation, medication coordination, daily-care oversight, and escalation of concerns to appropriate clinical or medical staff.
Provide direct client support when needed, including crisis intervention, de-escalation, medication coordination, daily-care oversight, and escalation of concerns to appropriate clinical or medical staff.
Coordinate admissions and intake processes, communicate with hospitals and referral sources, and support safe transitions into care.
Maintain HIPAA-compliant records and accurate documentation while managing incidents, grievances, audits, and other safety- and compliance-related processes.
Trained and supervised support staff, reinforcing professional, ethical, safety, and regulatory standards to enhance service quality.

Administrative Assistant

Oxford House, Inc.

12.2020 - 05.2021

Coordinated high-volume administrative tasks for field staff and residents, including calls, records management, training documentation, and problem solving.
Managed financial information and prepared essential documents using Microsoft Word, Excel, and PowerPoint.

Regional Community Consultant | Community Consultant

AvalonBay Communities / Eaves Columbia Town Center

12.2013 - 01.2020

Supported up to 10 properties by providing consultant, assistant manager, or community manager coverage.
Resolved resident concerns, coordinated move-ins and move-outs, managed accounts, trained associates, and acted as an on-call resource for policy and systems inquiries.
Operated in a customer-facing environment requiring mobility, organization, professionalism, and adaptability to changing needs.

Director of Front Office

DoubleTree by Hilton Baltimore North – Pikesville

06.2013 - 10.2013

Directed staffing, scheduling, workflow, guest services, operational coverage across front desk, night audit, bell services to ensure seamless guest experiences.
Resolved escalated service issues, coordinated across departments to uphold safety and efficiency in 24-hour hotel operations.
Directed daily front office operations, ensuring exceptional guest experiences and operational efficiency.
Implemented training programs for front desk staff, enhancing service quality and team performance.
Developed and enforced standard operating procedures to improve workflow and service delivery consistency.

Assistant Front Office Manager | Sales Coordinator | Guest Service Agent

Hilton Garden Inn

10.2010 - 06.2013

Advanced through progressively responsible roles supporting 24-hour operations, including management of duty shifts and oversight of night-audit processes.
Coordinated guest flow, reservations, calls, service requests, and cross-department communication to ensure timely resolution of urgent concerns.
Oversaw front office operations to ensure efficient guest check-in and check-out processes.
Trained and mentored front desk staff to enhance customer service skills and improve performance.
Implemented new procedures that streamlined guest communication and reduced wait times at the front desk.