James Roy

• Dedicated Patient Engagement Coordinator with extensive experience in crisis intervention, client retention, and treatment compliance. Expertise in blocking clients from leaving against medical advice (AMA), building therapeutic relationships, and motivating clients to stay engaged in treatment programs. Strong communicator and collaborator, working with clinical and case management teams to ensure comprehensive client care. Adept at providing both individual and group support, educating families, and facilitating the transition into and through recovery programs. Passionate about providing holistic client care and ensuring a safe, supportive treatment environment.
• AMA Blocking and Interventions: Successfully blocked and intervened in clients leaving Against Medical Advice (AMA) by employing de-escalation strategies, building trust, and addressing clients' concerns, resulting in improved client retention.
• Client Retention: Developed and maintained strong relationships with clients by coaching, motivating, and addressing individual needs, encouraging them to continue treatment.
• EMR Documentation: Accurately documented all client interactions and crisis interventions in the Electronic Medical Records (EMR) system, ensuring up-to-date information for clinical teams during shift transitions.
• Collaboration: Worked closely with Clinical and Case Management teams to align on client care plans, ensuring personalized and cohesive approaches to treatment.
• Family Education: Communicated regularly with clients' families, providing education about the importance of treatment and updates on client progress, fostering family support.
• Legal and Work Support: Assisted clients in managing legal and work obligations while participating in treatment, ensuring a smoother recovery journey without external stressors.
• Crisis Intervention: Available for crisis intervention at all times, providing immediate support to clients in emotional distress and preventing situations from escalating.
• Client Support & Engagement: Conducted daily check-ins with clients, offering individual support and ensuring they understand program requirements and expectations. Provided a concierge-like service to detox patients, to enhance their engagement in the program.
• Client Behavior Management: Monitored client behavior during groups, ensuring appropriate and respectful conduct, and intervened when clients attempted to leave groups without valid reasons.
• Safety & Grounds Patrol: Regularly patrolled the treatment facility to identify potential hotspots and address safety or behavioral concerns proactively.
• Client Orientation: Conducted biweekly client orientation sessions, ensuring new clients understand the program's structure, goals, and expectations.
• Coping Skills & Support Groups: Practiced individual coping strategies with clients and facilitated educational and support groups to assist in their personal growth and recovery.
• Strategic Morning Meetings: Led morning strategy meetings focused on identifying potential AMA risks and developed actionable plans to mitigate client dropout.
• Program Facilitation: Assisted the clinical department in planning and executing treatment plans and facilitated group sessions as needed.

• Thorough participation in clients' plan of care with weekly meetings to monitor and project their recovery progress, with case loads of up to 25 clients at a time.
• Facilitate weekly phone meetings with family members regarding client's progress, behavior, contracts, growth opportunities, programming, and aftercare.
• Discuss and educate family members and support systems of those recovering on topics like enabling, codependency, and/or Al-Anon.
• Communication and discussion with various referral sources on a weekly basis.
• Provide timely documentation.
• Documentation is to be completed within 24 hours of service provided.
• Facilitate groups such as Therapeutic Intentions, Recovery Process, and Therapeutic Writing.
• Ability to have effective communication with the care team and other support staff.
• Make sound decisions based on the needs of the client and facility.
• Assuring accountability for clients and their actions in the community, and completion of their step work.
• Collaboration with the interdisciplinary team, discussing progress, updates, or concerns regarding clients.
• Proficiency in legal and state assistance to clients, including court hearings, unemployment benefits, and FMLA.
• Provide aftercare that suits the client's needs, including sober living, therapists, psychiatrists, outpatient programs, and PCP doctors.
• The Recovery Case Manager is expected to facilitate the client's passage through the 12 steps.
• Ideally, this will involve steps 1 through 8.
• They will assist clients with inventory instructions in step 4.
• Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.

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• Thorough participation in clients' plan of care with meetings weekly to monitor, and project their recovery progress, with case loads of up to 25 clients at a time
• Facilitate weekly phone meetings with family members regarding client's progress, behavior, contracts, growth opportunities, programming and aftercare
• Discuss and educate family members and support systems of those recovering on topics like enabling, codependency, and/or Al-Anon
• Communication and discussion with various referral sources on a weekly basis
• Provide timely documentation
• Documentation is to be completed within 24 hours of service provided
• Facilitate groups such as: Therapeutic Intentions, Recovery Process and Therapeutic Writing
• Ability to have effective communication with the care team and other support staff
• Make sound decisions based on the needs of the client and facility
• Assuring accountability for clients and their actions in the community and completion of their step work
• Collaboration with the interdisciplinary team discussing progress, updates, or concerns regarding clients
• Proficiency in legal and state assistance to clients including; court hearings, unemployment benefits and FMLA
• Provide aftercare that suits the clients need including sober living, therapists, psychiatrists, outpatient programs and PCP doctors
• The Recovery Case Manager is expected to facilitate the client's passage through the 12 steps
• Ideally, this will involve steps 1 through 8
• They will assist clients with inventory instructions in step 4
• Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.

• Safe facilitation of new client intakes, reconciling medications, promoting accountability within treatment standards.
• Extensive involvement with the State of NH; advocating for clients' unemployment, FMLA, and Medicaid process.
• Referrals and coordination with eight local treatment centers, as well as extensive coordination of at-capacity sober living facilities, keeping clients the number one priority.
• Professional, encouraging interaction with clients; hourly notes, vital signs, medication administration, AA/NA meetings, small groups, Big Book purpose, importance.

• Bought first store in April 2002, Checkmate Pizza, Concord, NH. Location was doing 100k a year and built in up to a 2 million dollar a year location. Added multiple locations over the years, including buying and selling other pizza shops, and flipping them for a profit. The Checkmate Brand grossed over 6 million dollars.
• Head of day-to-day operations within a developed pizza restaurant establishment with 5 locations in NH, accounting for 125+ employees at the peak of business, including HR, payroll, town, and state licenses, and insurance auditing.
• Strategic planning of computer and telephone networking, utilization of marketing and social media, demolition, planning, and construction of a total of five restaurants at once.
• Team leader developing a further team of managers, acknowledging staff for exceptional efforts, weekly meetings, and development of goals for individuals and the company as a whole.
• Budget, cost analysis with QuickBooks technology, quality over quantity model. Overseeing the P&L and Balance Sheet.
• Customer satisfaction, as the main focus and motivator for successful operation, is the belief that 'the customer is always right'.
• Managed daily operations of business, including hiring and training staff.
• Developed strategic plans to increase profitability and efficiency.
• Identified new opportunities for growth, expansion, and diversification.
• Negotiated contracts with vendors and suppliers.
• Oversaw budgeting and financial management.
• Analyzed industry trends to develop competitive strategies. Implemented quality assurance processes to ensure product excellence.
• Researched potential partners in order to expand services offered.
• Collaborated with other owners on joint ventures and shared resources.
• Organized events such as trade shows and conferences.
• Reviewed legal documents related to business operations. Negotiated leases for new locations.
• Ensured compliance with local, state, and federal regulations.
• Developed policies and procedures for the organization.
• Provided direction and guidance to employees.
• Monitored performance of personnel against goals set forth by the company.
• Conducted performance reviews for employees on a regular basis.
• Served as a liaison between the organization and external stakeholders.
• Participated in meetings with investors regarding financing options for the company.
• Set pricing structures according to market analytics and emerging trends.
• Promoted business on social media platforms to maximize brand identity and generate revenue. Including making videos and having an extensive social media presence.
• Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
• Led startup and creation of operational procedures and workflow planning.
• Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
• Developed and implemented successful sales strategies to meet business goals.
• Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
• Enhanced operational performance by developing effective business strategies, systems and procedures.
• Employed and managed vendors by negotiating deliverables, cost and expected quality.
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.
• Executed performance reviews to encourage improved productivity for team members.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.

• Progression from delivery driver to store manager in the last years of high school, proceeded to open own restaurant(s).