Jessica Charles
Summary
Results-driven Project/Program Manager with over 10 years of experience in healthcare. Expertise in planning, directing, and optimizing operations across multiple departments. Skilled in leveraging data to identify workflow gaps and implement process improvements that meet organizational goals. Adept at using both creative and analytical approaches to drive continuous improvement. Strong problem-solving abilities with a proactive approach to anticipating challenges and delivering effective solutions. Committed to mentoring, training, and empowering teams to excel and achieve high performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Improvement Manager
Maven Clinic
04.2023 - 11.2024
- Designed and implemented a Culturally and Linguistically Appropriate Services (CLAS) program, leading to the organization becoming the first digital platform to achieve health equity accreditation by the National Committee for Quality Assurance (NCQA).
- Fostered a culture of quality within the organization by promoting employee engagement in improvement activities, resulting in higher ownership and accountability levels.
- Championed data-driven decision-making processes by creating and implementing analytical tools and methodologies, resulting in more targeted improvements in clinical workflows.
- Streamlined internal communication channels, leading to faster identification and resolution of quality issues.
- Drove continuous improvement initiatives across multiple departments, leading to increased operational efficiency and higher product reliability.
Care Advocacy Manager
Maven Clinic
11.2021 - 04.2023
- Managed and motivated frontline employees to be productive and engaged in work.
- Introduced and led quality improvement initiatives supporting a strong team culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Boosted employee morale through development and implementation of team newsletter and project opportunities Slack channel
- Enhanced member satisfaction by resolving disputes promptly and responding to emergencies as part of on-call procedures, maintaining open lines of communication, and ensuring high-quality service delivery.
- Lead maternity care planning programs focused on low-risk pregnant and postpartum people and social determinants of health, participating in the development and monitoring of the programs with cross-functional partners
- Streamlined workflows by identifying bottlenecks in existing systems and creating and implementing appropriate solutions.
- Accomplished multiple projects within established timeframes.
Clinical Operations Manager
Marigold Health
01.2020 - 08.2021
- Recruited trained, and supervised Peer Specialist and Customer Success teams, fostering their professional development within the organization.
- Met team needs by creating outreach peer role to actively engage with target audience to promote awareness and program services through direct communication, community engagement, and event coordination.
- Developed, reviewed, and updated policies, procedures, and training to support efficient workflows, productivity, and member engagement
- Created and monitored program goals and key performance indicators included member outreach, enrollment, and referrals.
- Developed and established the organization's service delivery principles, which serve as guidelines and standards for providing members with high-quality services.
Consultant
Babyscripts
10.2020 - 03.2021
- Liaised with leadership and management team to better understand customer needs and recommend appropriate solutions.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Assessed Babyscripts in-app content (over 1000 images and text) by determining reading level, via the Flesch-Kincaid Scale, and evaluating understandability and actionability via the Patient Education Materials Assessment Tool.
- Improved the app's content through approved edits that expanded equitable access via more culturally and linguistically appropriate and LGBTQ+ inclusive information for Babyscripts users.
Quality Improvement Specialist
Mary's Center
02.2018 - 01.2020
- Led and managed quality improvement activities for two Maternal, Infant, Early Childhood Home Visiting (MIECHV) programs at a federally qualified health center.
- Implemented Institute for Healthcare (IHI)'s Model for Improvement principles to optimize workflows, reducing cycle times and increasing productivity without sacrificing quality.
- Created weekly, monthly and ad-hoc reports for DC Department of Health and Mary's Center to track and monitor program data and trends..
- Spearheaded root cause investigation efforts, providing timely resolution and minimizing impact on team members and program participants.
- Developed and implemented a tracking system that streamlined documentation processes, reducing time spent on administrative tasks and significantly enhancing overall team productivity.
- Provided training and mentorship to team members on quality improvement methodologies, fostering a culture of continuous improvement within the workplace.
Outreach Coordinator
Action for Boston Community Development (ABCD)
09.2017 - 01.2018
- Hired, trained, and supervised 5 health educators and 3 volunteers
- Conducted workshops and training sessions for staff and volunteers, enhancing their understanding of community resources and equipping them with best practices in outreach to improve service delivery and engagement.
- Facilitated strong relationships with community members by attending local events, serving as a liaison between the organization and its constituents.
- Tailored outreach messages to resonate with diverse audiences, increasing engagement across all platforms.
- Led community-based participatory research to identify key assets and barriers in assessing the sexual and reproductive health needs of young people of color in Boston, providing valuable insights for targeted interventions.
- Coordinated events that showcased the program's mission and services, attracting new participants and raising awareness about key issues.
- Monitored progress towards outreach goals regularly, making adjustments as needed to ensure continued success of initiatives.
- Measured outcomes of outreach initiatives using established metrics, demonstrating tangible results to funders and stakeholders.
Maternal & Child Health Programs Graduate Intern
Brigham And Women's Hospital
09.2016 - 09.2017
- Conducted qualitative research to gather insights, developing actionable recommendations that informed program strategies and enhanced services and deliverables.
- Contributed to the development of a young parent mentorship program, including the creation of measurable objectives, targets, and a detailed project work plan; the program was successfully launched the following year.
Community Health Improvement Graduate Intern
Cambridge Health Alliance-Everett Care Center
09.2015 - 09.2016
- Designed and conducted a comprehensive needs assessment, synthesizing findings and presenting actionable recommendations to leadership, service providers, and staff to inform decision-making and improve program effectiveness.
- Leveraged strong written and verbal communication skills to present findings, ideas, and updates on progress in a clear and concise manner.
Sister 2 Sister Program Coordinator
Action for Boston Community Development (ABCD)
08.2014 - 09.2016
- Conducted over 125 one-on-one sexual and reproductive health education sessions and HIV/STI risk assessments across health, community, and school-based settings, providing tailored support to individuals.
- Developed the curriculum for the Young Women's Health Academy and successfully hired, trained, and coached five peer health navigators to deliver peer-led education and support.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Managed day-to-day program activities, including evaluating deliverables and outcomes, and preparing comprehensive reports for the Boston Public Health Commission to ensure program effectiveness, accountability, and compliance.
ClimbCorps Program Supervisor
Brigham And Women's Hospital
08.2012 - 07.2014
- Hired and supervised 20 team members.
- Led staff training and development programs, ensuring employees were equipped with the skills needed to excel in their roles.
- Secured over $10,000 in in-kind donations to support heart disease prevention efforts, fostering key partnerships and community engagement.
- Assisted in recruiting over 10,000 participants and volunteers for the annual fundraiser by employing diverse outreach strategies, including cold calling, letter writing, and delivering oral presentations.
Bilingual (Haitian-Creole) Family Case Manager
HOUSING FAMILIES, INC.
03.2011 - 06.2012
- Developed personalized service plans for over 10 unhoused families facing complex challenges, including immigration, criminal justice, substance misuse, interpersonal violence, and mental and physical disabilities, ensuring comprehensive and tailored support.
- Demonstrated linguistic and cultural proficiency in both written and verbal communication, ensuring effective and respectful engagement with diverse clients and communities.
- Collaborated with clients and partner organizations to gather input and improve the well-being of participants, fostering a holistic approach to service delivery.
- Advocated for clients' rights and needs within the agency and broader social service system, ensuring equitable treatment and access to essential resources and services..
- Utilized excellent time management skills to effectively juggle multiple cases concurrently while consistently meeting deadlines.
Education
Master of Public Health - Maternal and Child Health
Boston University School of Public Health
Boston, MA01.2018
Master of Social Work - Macro Practice
Boston University School of Social Work
Boston, MA05-2017
Bachelor of Science - Public Health
University of Massachusetts, Amherst
Amherst, MA05-2010
Skills
- Project management
- Model for Improvement
- Team leadership
- Staff training and development
- Relationship Management
- Data analysis & reporting
- SQL
- SPSS
- Qualtrics
- G Suite
- Microsoft Office
Websites
Certification
- Improvement Coach, Institute for Healthcare Improvement
- Birth Doula, National Black Doula Association,
- Full Spectrum Doula, Sumi's Touch
- Mental Health First Aid Trainer, National Council for Behavioral Health
Languages
English
Native or Bilingual
Haitian Creole
Native or Bilingual
Timeline
Quality Improvement Manager
Maven Clinic
04.2023 - 11.2024
Care Advocacy Manager
Maven Clinic
11.2021 - 04.2023
Consultant
Babyscripts
10.2020 - 03.2021
Clinical Operations Manager
Marigold Health
01.2020 - 08.2021
Quality Improvement Specialist
Mary's Center
02.2018 - 01.2020
Outreach Coordinator
Action for Boston Community Development (ABCD)
09.2017 - 01.2018
Maternal & Child Health Programs Graduate Intern
Brigham And Women's Hospital
09.2016 - 09.2017
Community Health Improvement Graduate Intern
Cambridge Health Alliance-Everett Care Center
09.2015 - 09.2016
Sister 2 Sister Program Coordinator
Action for Boston Community Development (ABCD)
08.2014 - 09.2016
ClimbCorps Program Supervisor
Brigham And Women's Hospital
08.2012 - 07.2014
Bilingual (Haitian-Creole) Family Case Manager
HOUSING FAMILIES, INC.
03.2011 - 06.2012
Master of Public Health - Maternal and Child Health
Boston University School of Public Health
Master of Social Work - Macro Practice
Boston University School of Social Work
Bachelor of Science - Public Health
University of Massachusetts, Amherst
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