Christina James
Concord,NC
Summary
Detail-oriented and methodical analyst dedicated to enhancing organizational performance through careful monitoring of key initiatives. Expertise in planning, executing, and refining operational procedures, with a solid foundation in clinical data management tools and software applications. Demonstrated success in delivering impactful data management solutions that drive efficiency and effectiveness.
Dedicated professional with extensive experience in mental health, substance abuse, and developmental disabilities treatment. Proven expertise in integrating clinical data and research within health systems to enhance care outcomes. Committed to advancing treatment methodologies and improving patient well-being through evidence-based practices.
Overview
18
18
years of professional experience
Work History
Call Center QA Analyst - Remote
GoHealth, LLC.
Charlotte, NC
07.2021 - 03.2025
- Measure compliance with established sales agent behavior expectations/quality standards
- Assess agent performance
- Monitor trends within the call center to measure performance metrics and top missed points at the agent or organizational level
Quality Management Manager
Family First Community Services, LLC.
Charlotte, NC
10.2012 - 03.2020
- Drafted funding requests.
- Contributed information and analysis to strategic plans.
- Analyzed aggregate data, grievances, and complaints.
- Established standards.
- Performed comprehensive evaluations of internal processes.
- Implemented a framework for tracking performance metrics.
- Analyzed outcomes for performance trends.
- Created quality enhancement initiatives utilizing surveys and provider-specific reports.
- Analyzed information to produce detailed records addressing corrective measures and process failures.
- Led Quality Assurance and Improvement Team Meeting.
- Created and evaluated the Cultural Diversity and Linguistic Plan.
- Led efforts to develop cultural competency initiatives.
- Oversaw operations and responsibilities of the Client's Rights Committee.
- Processed authorization requests for treatment services.
- Collaborated with cross-functional teams to develop corrective action plans for identified issues.
Targeted Case Manager -MH/IDD
Family First Community Services, LLC.
Charlotte, NC
01.2012 - 12.2012
- Administered Case Management Services for dually diagnosed individuals
- Provided crisis prevention/intervention, coordination, and documentation
Intensive In-Home Technician -MH/SA Children/Adolescents
Family First Community Services, LLC.
Charlotte, NC
01.2010 - 12.2012
- Served as a clinician on a team which provided home-based mental health services to assist with home development and maintenance
- This service included crisis management, intensive case management, family therapy, counseling, & 1:1 skill building training and services to families to decrease the number of crisis occurrences in the home
Community Support Case Manager- MH/SA
Family First Community Services, LLC.
Charlotte, NC
01.2007 - 12.2010
- Served children and adolescents receiving Community Support Services by linking, coordinating, and monitoring medically necessary services
- Utilized evidence- based treatment models during clinical skill-building exercises to assist clients with increasing identified skills/areas
- Monitored and implemented service plans; Facilitated treatment team meetings
- Provided crisis prevention/intervention
- Supervised associate and paraprofessionals assigned to clients
Education
MS - General Psychology
University of Phoenix
Phoenix, AZ06-2009
BA - Political Science
Barber-Scotia College
Concord, NC05-1999
Skills
- Microsoft Office
- Communication skills
- Organized and detail oriented
- Software development tools
- Audit processes
- Collaborative team player
- Data management tools
- Software applications
- Quality assurance
- Performance metrics
- Data analysis
- Strategic planning
- Compliance monitoring
Websites
References
Available upon request.
Trainings Credentials
- The North Carolina Family Support Credential, 07/01/06, Duke University
- Meeting the Mental Health Needs of Refugees & Survivors of Torture, 01/01/12, Mental Health Association
Timeline
Call Center QA Analyst - Remote
GoHealth, LLC.
07.2021 - 03.2025
Quality Management Manager
Family First Community Services, LLC.
10.2012 - 03.2020
Targeted Case Manager -MH/IDD
Family First Community Services, LLC.
01.2012 - 12.2012
Intensive In-Home Technician -MH/SA Children/Adolescents
Family First Community Services, LLC.
01.2010 - 12.2012
Community Support Case Manager- MH/SA
Family First Community Services, LLC.
01.2007 - 12.2010
MS - General Psychology
University of Phoenix
BA - Political Science
Barber-Scotia College
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