Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Felicia Parker

Mesa,AZ

Summary

Entrepreneurial Executives Director offering progressive experience in operations leadership. Skilled at identifying and implementing process improvements to drive efficiency and productivity. Motivating leader with proven success managing cross-functional teams.

Overview

27
27
years of professional experience

Work History

Program Director of Healthcare Administration

Arizona College Of Nursing
Mesa, AZ
01.2019 - 08.2021
  • Collaborated across internal departments to achieve regulatory objectives and maintain compliance of products.
  • Managed program operations and provided strategic leadership for workers.
  • Facilitated staff meetings and educational work sessions to strengthen staff competencies.
  • Monitored program operations for compliance with policies and procedures, applicable standards and relevant contractual policy.
  • Hired and developed staff members to collaboratively achieve program goals.
  • Supervised program and project managers to provide feedback and resolve complex problems.
  • Coordinated development of effective education programs through successful collaboration with colleagues and administrators.
  • Wrote and filed reports detailing course activities and student progress.
  • Applied diverse array of assessment methods to track student performance and subject matter comprehension, documenting results in automated reporting system.
  • Instructed Health care business management courses to undergraduate students
  • Course design and curriculum with various learning management systems.
  • Created lesson plans, syllabi and test schedules for courses on management and ethics.
  • Maintained schedule of office hours to assist students and offer educational support.
  • Completed recordings via video and audio media of classroom lessons, tests and special instructions for online courses and use by special needs students.

Crisis Intervention Counselor

Solari Crisis & Human Services
Tempe, AZ
02.2016 - 08.2021
  • Applied abilities in techniques like active listening and collaborative problem-solving to make positive impact.
  • Assessed risk to client, loved ones or general public through established evaluation procedures.
  • Offered counseling and stabilization support to reintroduce calm in crisis situations.
  • Helped callers and texters to access addi hotlines by providing individualized and caring support.
  • Responded to crisis situations when severe mental health and behavioral issues arose.
  • Completed detailed documentation of sessions, patient notes and recommendations.
  • Coordinated Acute Crisis Intervention services to individuals to outside resources and services for additional support.
  • Compiled personal information and compared against professional knowledge to determine needs and optimum strategies for success.
  • Offered advanced counseling in institutional setting following correct procedures and aligning with required standards.
  • Incorporated different treatment methodologies and evidence-based practices to meet clients' specific needs.
  • Coordinated resources to support clients and help each achieve targets.
  • Listened to personal stories, asked probing questions and offered knowledgeable advice for different situations.
  • Developed safety plans to minimize crisis risk and intervene with specific procedures.

Case Manager

Terros Behavioral Health
Phoenix, AZ
02.2013 - 03.2014
  • Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
  • Maintained up-to-date case records with case activity status.
  • Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
  • Developed trusting relationships with social services, health care providers and governmental agencies.
  • Adhered to ethical principles and standards to protect clients' confidential information.
  • Advocated for clients by obtaining information regarding treatment options and clinical status.
  • Participated in regular team meetings and in-house training sessions to boost group effectiveness.
  • Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
  • Transitioned clients to different providers based on progress or needs.
  • Collaborated with healthcare team to improve care quality, reduce costs and gauge patient progress.
  • Implemented quality disciplinary and team building policies to foster staff satisfaction and productivity.
  • Established and maintained relationships to meet community needs and avoid service duplication.
  • Represented organizations in relations with governmental and media institutions.
  • Analyzed proposed legislation, regulations or rule changes to determine impact of services.
  • Implemented and evaluated staff, volunteer or training programs.
  • Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
  • Provided hands-on and proactive leadership to community services staff.
  • Assessed and identified service delivery challenges and opportunities within local area.

Senior Team Lead

Southwest Behavioral & Health Services
Phoenix, AZ
01.2012 - 03.2014
  • Assessed patients in active drug and alcohol withdrawal and provided interventions to manage physical and psychological withdrawal symptoms.
  • Influenced patients' behavior with interaction, counseling or instruction.
  • Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
  • Worked closely with human resources to support employee management and organizational planning.
  • Analyzed company's expenditures and developed financial models.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Delegated daily tasks to team members to optimize group productivity.
  • Educated patients on detox and withdrawal, medications, addiction, recovery, coping skills and community resources.
  • Supported and counseled clients with drug and alcohol addiction.
  • Completed comprehensive assessments of clients' substance abuse history and treatment requirements to develop individualized treatment plans.
  • Developed referral process to assist client access to special programs and services.
  • Led supportive group discussions and education sessions with alcohol and drug users and families.
  • Supervised 16 Behavioral Health Technicians
  • Managed site operations daily
  • Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
  • Provided ongoing support and guidance to junior staff members, nurturing their professional growth and development.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Enhanced team performance by implementing effective communication strategies and regular feedback sessions.

Academic Support Coordinator

Arizona College of Nursing
Phoenix, AZ
08.2021 - Current
  • Analyze program effectiveness and recommended continuous improvement methods, delivering innovation and providing tangible value to end-users.
  • Collaborate with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
  • Designate responsibility of training needs, policies and plans for communicating to diverse groups.
  • Supervise Federal Work Study Program
  • Compile with company policies, objectives and communication goals.
  • Participate and attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.
  • Use role playing, lectures and simulations to present information in variety of instructional techniques and formats.
  • Evaluate training materials prepared by instructors and offered actionable suggestions for improvement.
  • Primary ADA Coordinator
  • Primary Career Services Coordinator
  • Specialize Project Management
  • Supervise use, maintenance and replacement of workshop tools, equipment and materials.
  • Revamp policies and procedures to meet changing needs resulting in improved operational performance, quality and efficiency.
  • Coordinate cross-functional teams, resulting in seamless project execution and enhanced outcomes.
  • Develope comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
  • Organize company-wide events that boosted employee morale and cultivated team spirit within the organization.
  • Enhance operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Participate in workshops and in-service meetings to enhance personal growth and professional development.

Adjunct Professor

Arizona College of Nursing
Mesa , AZ
01.2019 - Current
  • Instruct Health care systems and business management courses to undergraduate students.
  • Developed and implemented Health Care Administration curriculum for improved learning and student performance.
  • Course design and curriculum development with various learning management systems.
  • Maintain schedule of office and tutoring hours to assist students and offer educational support.
  • Strengthen critical thinking skills in students through the incorporation of problem-based learning activities.
  • Increase student retention by providing individualized support and tailored feedback on assignments.
  • Serve as a mentor to junior faculty members, offering guidance on effective teaching strategies and classroom management techniques.
  • Grade quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
  • Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.

Executive Director (Owner)

The Resolutionist LLC
Mesa, AZ
04.2018 - Current
  • Lead organization by establishing business direction and actualizing operational plans to meet goals.
  • Establish and oversee strategic business actions and streamlined operations.
  • Conduct presentations to outside groups to drive programs, policies and company objectives.
  • Generate large-scale operations, budget or expense reports to organize and analyze data.
  • Maintain accountability for operational and fiscal integrity, effectively managing designated budget.
  • Promote public awareness of mission through outreach, advocacy and online presence.
  • Inform board and committee about trends, issues and activities to facilitate policy-making.
  • Assess potential collaboration opportunities to enhance organizational value and improve efficiency.
  • Strengthen company business by leading implementation of new projects and procedures.
  • Sign and approve budgets for new funding and program initiatives.

Adult Protective Investigator

State of Arizona
Phoenix, AZ
03.2014 - 02.2016
  • Received reports of alleged abuse, neglect, self-neglect or financial exploitation and determines if the client is eligible.
  • Investigated the allegations through interviewing the client, collateral contacts, alleged abuser(s) and through examining evidence such as medical and bank records.
  • Made initial assessments of validity of the allegation and the degree of danger that the adult is
    in; documents the results of the investigation.
  • Defused possibly hostile situations wherein a person may be a threat to self or others.
  • Prepared a complete client service plan to remedy contributing problems and stop behavior
    patterns of abuse/neglect/exploitation and solicits family/caregiver cooperation.
  • Engaged family or caretaker in methods to solve problems, refers them to available
    resources, and monitors situation to prevent a reoccurrence of abuse.
  • Filed petition with the court when the adult is judged to be in imminent danger and testifies before the court in order to remove an adult from the family and/or
    residential situation; makes appropriate placement of adult with relatives, in Adult Family Care homes, nursing homes, residential boarding care, personal care homes, or in an emergency shelter.
  • Completed and participated in court processes, including but not limited to guardianship/conservatorship hearings, mental hygiene petitions, and mental
    hygiene hearings following the execution of an Order of Attachment as dictated by the client’s circumstances. Completes annual court reports for guardianship cases.
  • Offered alternatives to living environment if the client has been deemed incapacitated or incompetent; arranges placement of the adult client in an alternative living.

Director of Operations

Gatesway Foundation
Broken Arrow, OK
06.1997 - 02.2012
  • Established operational guidelines and identified opportunities for improvement.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Communicated clear and consistent messages regarding departmental goals to produce desired results.
  • Structured HR consulting services to support clients during organizational developments and changes.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Formed and sustained strategic relationships with clients.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Reviewed site and department performance to improve quality of services and comply with regulatory requirements.

Courier

Federal Express
Tulsa, OK
06.2004 - 01.2012
  • Developed delivery route understanding to avoid high traffic and construction areas.
  • Documented pickups and deliveries and submitted reports after shift.
  • Sorted shipments and scheduled routes to meet company standards and time requirements.
  • Checked and secured package loads before deliveries.
  • Collaborated with dispatch and team members to coordinate different routes and reallocate pickups and drop-offs.
  • Communicated with dispatchers, management and colleagues to form lasting partnerships.
  • Reported issues to supervisors resulting in increased customer satisfaction.
  • Checked shipping papers to determine nature of load and presence of hazardous materials.
  • Answered shipment and delivery questions concerning estimated times of arrival.
  • Quickly responded to customer inquiries to improve business relationships.
  • Picked up medical specimens from local care providers for delivery to laboratory.
  • Scanned inbound and outbound packages to sort for destination.
  • Sorted parcels according to delivery route.
  • Coordinated parcel delivery using strong time management skills.
  • Loaded vehicles, balanced loads and secured items against loss or damage during transportation.
  • Maintained adherence to stringent delivery deadlines.

Education

Master of Science - Health Administration

University of Phoenix
Tempe, AZ
04.2018

Bachelor of Science - Clinical Psychology

University of Phoenix
Tempe, AZ
03.2014

High School Diploma -

Booker T. Washington High School
Tulsa, OK
05.1996

Certified - Medical Administrative Assistant

Tulsa Technology Center - Peoria
Tulsa, OK
05.1995

Skills

  • Regulatory Compliance
  • Policy Development
  • Training and Development
  • Program Management
  • Board Oversight
  • Relationship and Team Building
  • Complex Problem Solving
  • Strategic Planning and Execution
  • Research and Analysis
  • Faculty Relations
  • In-Class Lectures
  • Curriculum Creation
  • Business Relationships

Accomplishments

  • Recognized as Arizona College of Nursing 2020 Regional "Go Getter" Award for outstanding performance and team contributions.
  • Drove 84% improvement in Retention through 2019-2021 for the Healthcare Administration Program at Arizona College of Nursin.
  • Recognized as Arizona College of Nursing 2020 Pinnacle Peak Award for outstanding performance and team contributions.
  • Recognized for Outstanding Performance for Southwest Behavior Health for creating effective disaster plans for multiple sites.
  • Recognized as Federal Express Bravo Zulu Award for outstanding performance.
  • Recognized Resolutionist LLC Customer Achievement Awards for outstanding production and community program development 2020, 2021, 2022 & 2023 from 4 large non profit organizations.

Timeline

Academic Support Coordinator

Arizona College of Nursing
08.2021 - Current

Program Director of Healthcare Administration

Arizona College Of Nursing
01.2019 - 08.2021

Adjunct Professor

Arizona College of Nursing
01.2019 - Current

Executive Director (Owner)

The Resolutionist LLC
04.2018 - Current

Crisis Intervention Counselor

Solari Crisis & Human Services
02.2016 - 08.2021

Adult Protective Investigator

State of Arizona
03.2014 - 02.2016

Case Manager

Terros Behavioral Health
02.2013 - 03.2014

Senior Team Lead

Southwest Behavioral & Health Services
01.2012 - 03.2014

Courier

Federal Express
06.2004 - 01.2012

Director of Operations

Gatesway Foundation
06.1997 - 02.2012

Master of Science - Health Administration

University of Phoenix

Bachelor of Science - Clinical Psychology

University of Phoenix

High School Diploma -

Booker T. Washington High School

Certified - Medical Administrative Assistant

Tulsa Technology Center - Peoria

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Felicia Parker