FELICIA L. HARRIS
Dallas,TX
Summary
Collaborative leader dedicated to enabling success of support staff by creating connections and impacting lives. Expert in developing engaging trainings, problem solving, and communication while exceeding expectations to meet organizational needs. Felicia has 10+ years of experience with a proven track record of motivating and inspiring others.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Program Supervisor
NeuroRestorative
11.2023 - Current
- Direct a 20+ person medical team overseeing records, performance, and quality assurance.
- Collaborates with Clinical Liaisons, Medical Director, nurses, case manager, and referral agents.
- Develop, manage, and implement training programs for over 40+ staff on employee engagement, crisis prevention intervention, and new hire orientation resulting in a 20% reduction in employee turnover.
- Conduct comprehensive evaluations of training programs. Partner with management to share feedback on people development opportunities improving participant satisfaction by 25%.
Program Manager
WellMed Medical Management
04.2023 - 08.2023
- Direct a 15+ person medical team overseeing Provider schedules, appointments, and managing referrals for palliative care patients.
- Managed the onboarding process for new Providers, Nurses, and Medical Assistants ensuring compliance with administrative requirements and timely integration.
- Boosted team performance through motivation, recognition, and mentoring; improving team morale.
- Identified, reviewed, and investigated customer feedback and complaints, identifying and addressing root causes of issues, resulting in a 20% increase in patient retention rates.
Area Operations Manager
ResCare Community Living
12.2021 - 07.2022
- Directed a 20+ person medical team overseeing the operations of ICF services for individuals with intellectual and developmental disabilities covering 7 counties.
- Spearheaded employee retention strategies through recruitment, training, and implemented incentive programs.
- Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Implemented and designed site visit auditing materials to improve quality improvement; resulting in 40% improvement in performance, customer service, and employee engagement.
Supply Chain Management Specialist
North Texas Food Bank
02.2019 - 12.2021
- Led the coordination of analyzing inventory, production, transportation, and procurement of supplies across departments.
- Addressed customer issues and solutions to eliminate backlog, improve quality control, and maximize workflows.
- Standardized logistics processes and supply chain systems for transparency and cost-effectiveness, improving production by 25%.
- Reduced costs and delivery times by optimizing existing supply chain processes improving order fill rates.
Clinical Operations Manager
Oculus Health
03.2018 - 02.2019
- Directed a 20+ person medical team providing remote patient monitoring services across the U.S with a $4 million revenue.
- Managed referrals, staffing schedules, and patient grievances. Coached, trained, recruited, and mentored staff.
- Developed and facilitated monthly interactive online training sessions with clinical team to support ongoing employee development and knowledge retention.
- Designed customer service training manuals and standard operating procedures to minimize grievances, improving quality of care and care coordination within five months.
Program Manager
The Mentor Network
07.2016 - 01.2018
- Directed a 10+ person team leading operations for an adult day program for 30 adults with intellectual and developmental disabilities.
- Effectively managed finances, recruiting, staffing, billing, regulatory compliance, data collection, and training.
- Gathered and analyzed feedback from departmental staff to identify training gaps and improve future training sessions.
- Implemented outreach and marketing strategies attending professional conferences and public events; increasing referrals by 15% within three months.
Behavioral Healthcare Case Manager
Pine Belt Mental Healthcare Resources
09.2013 - 07.2016
- Coordinated case management services and referrals for 80 youth developing service plans, discharge plans, insurance verification, and providing linkage to community based services.
- Facilitated onboarding for over 40+ new hires, providing comprehensive training on job responsibilities and organizational standards within the region.
- Analyzed KPIs to identify training opportunities for growth and organizational expansion, resulting in 20% increase in performance improvement.
- Increased program referrals and community-based services by 30% representing at community expositions and conferences.
Education
MA - Healthcare Administration
Belhaven University
Jackson, MS05.2017
BS - Psychology
The University of Southern MS
Hattiesburg, MS05.2013
Skills
- Strategic Planning
- Revenue Management
- Regulatory Compliance
- Process Improvement
- Public Speaking
- Data Analysis
- Community Outreach
- Marketing
- Microsoft (Word, Excel Spreadsheet, Powerpoint)
- Staff training
- Strategic planning expertise
- Staff development
- Training facilitation
- Operational leadership
- Onsite tours
Certification
- Crisis Prevention Intervention (CPI) Instructor, 09/01/24
- Crisis Prevention Intervention (CPI), 06/01/24
- Health Information Technology Certified Manager for Physician Practice (HITCM-PP), 09/01/24
- Community Health Worker (CHW), 02/01/23
Timeline
Program Supervisor
NeuroRestorative
11.2023 - Current
Program Manager
WellMed Medical Management
04.2023 - 08.2023
Area Operations Manager
ResCare Community Living
12.2021 - 07.2022
Supply Chain Management Specialist
North Texas Food Bank
02.2019 - 12.2021
Clinical Operations Manager
Oculus Health
03.2018 - 02.2019
Program Manager
The Mentor Network
07.2016 - 01.2018
Behavioral Healthcare Case Manager
Pine Belt Mental Healthcare Resources
09.2013 - 07.2016
BS - Psychology
The University of Southern MS
MA - Healthcare Administration
Belhaven University
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