Jessica N. Jaramillo
Albuquerque,NM
Summary
Experienced leader in behavioral health services and program management, skilled in strategic planning, and quality management. Experienced with regulatory compliance, risk assessment, and policy implementation. Utilizes comprehensive knowledge of legal requirements to develop and maintain effective compliance programs. Track record of ensuring organizational adherence to regulations and mitigating compliance risks through strategic initiatives and team collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Manager
Consumer Direct Care Network
Albuquerque, New Mexico
04.2025 - Current
- Ensure full compliance with federal/state regulations and MCO program rules, maintaining audit readiness and regulatory accuracy.
- Oversee daily operations including intake/referrals, payroll, staff training, and quality service delivery to clients, employees, and third-party partners.
- Analyzed program performance data to identify trends and drive process improvements.
- Lead development and execution of program scorecards, dashboards, and KPIs to monitor performance and drive strategic improvements.
- Direct complex service programs, conduct advanced reporting, and implement process improvements that enhance operational efficiency.
- Manage annual reviews of policies, SOPs, and satisfaction surveys; coordinate large-scale transitions and enrollment initiatives.
- Provide organizational leadership through staff recruitment, hiring, training, supervision, professional development, and performance management.
- Lead marketing and outreach efforts to strengthen referral pipelines and program visibility. Developed and implemented Companies Marketing plan for 2026 to increase clientele and community outreach.
- Serve as company representative at stakeholder meetings, health fairs, and provider events.
- Oversee CRM accuracy and ensure timely management of authorizations, payroll, client assessments, enrollment, and service/support plans.
- Ensured compliance with company policies and procedures while managing programs.
- Analyzed program performance and identified areas for improvement.
- Monitored progress against goals, adjusting plans as necessary in order to meet changing requirements.
- Successfully managed multiple programs simultaneously, ensuring all deliverables were met on time and within budget.
- Improved customer engagement through relationship management and timely communications.
- Designed training materials for new staff members joining the program team.
Director of Behavioral Health Services
Bernalillo County Behavioral Health Division
12.2022 - 04.2025
- Directed all operations of a 24-hour behavioral health campus including Crisis Stabilization Unit, Detox, Observation & Assessment, The Living Room Program, Young Adult Program, and Supportive Aftercare.
- Managed the Addiction Treatment Program in the Metropolitan Detention Center; coordinated closely with Judicial partners to ensure timely intake and service delivery.
- Oversaw medical partnership with UNMH, ensuring appropriate clinical care and seamless coordination across agencies.
- Collaborated with City of Albuquerque agencies, ACS, and Behavioral Health Initiatives to strengthen community behavioral health systems.
- Prepared for Commission on Accreditation of Rehabilitation Facilities (CARF) survey.
- Responded to CARF recommendations with measurable corrective actions which lead to a 3-year renewal.
- Aligned operational practices with accreditation and funding requirements.
- Implemented Continuous Quality Improvements Initiatives
- Led Mobile Crisis Teams and coordinated interagency response with county fire and sheriff department.
- Directed all aspects of project management including planning, budgeting, staffing, scheduling, monitoring, and reporting.
- Formulated long-term objectives while managing day-to-day operations.
- Managed multiple projects simultaneously while staying within deadlines.
- Mentored and coached staff members, enabling them to reach their highest potentials.
- Negotiated contracts with vendors, suppliers, customers, and partners effectively.
- Provided leadership in times of crisis or change initiatives.
- Organized resources efficiently to maximize productivity and minimize costs.
- Monitored customer feedback regularly to improve customer experience.
- Collaborated with stakeholders to identify areas for improvement and develop strategies for growth.
- Implemented effective policies and procedures that enabled the organization to meet Accreditation requirements.
- Addressed and resolved client or customer inquiries to foster superior standards of service
- Identified operational process inefficiencies to recommend necessary improvements.
- Developed training modules and documentation to train staff.
Operations Manager
Bernalillo County Behavioral Health Division
06.2022 - 12.2022
- Oversaw operations of a 24-hour behavioral health campus; managed personnel matters including hiring, evaluations, and corrective actions.
- Monitored staffing levels across programs and developed strategies to optimize workforce coverage.
- Managed the daily operations of multiple departments to maximize efficiency.
- Managed the operations of a large team, overseeing daily activities and long-term projects.
- Prepared staff work schedules and assigned specific duties.
- Designed and implemented new onboarding program that improved staff readiness and retention.
- Provided quality assurance, contract compliance, and performance monitoring for direct care agreements.
- Established operational policies, procedures, standards, and objectives in alignment with CARF Accreditation
- Ongoing compliance audits and internal quality assurance reviews
- Risk Management, Incident reporting, and corrective action planning
- Educate staff related to Accreditation requirements
- Conducted program/budget development, grant reporting, and analyses for strategic improvements.
- Oversaw vendor management for supportive services (food service, security, etc.) to ensure compliance and performance.
- Served as departmental liaison to city, county, state, and court partners.
- Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
- Monitored customer feedback and implemented changes as needed to enhance service quality.
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
- Utilized problem solving skills to anticipate potential risks or obstacles within the organization.
- Ensured effective communication among staff members by providing training when necessary.
- Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.
Special Projects Coordinator
Bernalillo County Behavioral Health Division
02.2020 - 06.2022
- Oversaw 24-hour direct care operations and conducted fiscal impact, cost/benefit, and performance analyses for high-priority initiatives.
- Led RFP development, contract monitoring, and compliance for social service agencies.
- Identified opportunities for strategic improvements and coordinated implementation across departments.
- Directed staff in project-specific areas and provided oversight of system re-engineering efforts.
- Managed operations through Covid pandemic to ensure services were still available.
- Identified opportunities for process improvements within existing operations related to the new Programs.
- Created communications materials including brochures, newsletters, web content, press releases, that promoted awareness about the Department's current and upcoming special events and resources.
- Researched external vendors for potential partnerships on new products or services related to special projects initiatives.
Program Supervisor
Bernalillo County Behavioral Health Division
10.2016 - 02.2020
- Developed and implemented the Resource Re-Entry Center processes, policies, and staff handbook.
- Coordinated with MDC and UNM partners to streamline communication and ensure complete and timely transition plans.
- Developed treatment curriculum, detox processes, and training programs for various direct care teams.
- Led scheduling, staffing, training assignments, and compliance monitoring across detox, aftercare, and PIIP programs.
- Supervised staff performance, managed disciplinary actions, and ensured adherence to departmental standards.
- Provided training for staff on relevant topics such as safety guidelines, customer service practices.
- Implemented quality assurance processes throughout all stages of program development cycle.
- Represented DBHS in community and criminal justice partnerships, facilitating warm hand-offs and effective service connections.
- Organized outreach events designed to promote awareness about the organization's mission and programs.
- Established and maintained relationships with other community agencies and organizations to meet community needs and avoid duplication of services.
- Established relationships with key partners in order to secure additional funding sources or resources for the program.
- Utilized problem-solving techniques to resolve conflicts within the team environment.
- Coordinated communication between staff, clients, and other stakeholders to facilitate successful program outcomes.
- Maintained records on client interactions and reported any issues or concerns according to established protocols.
- Developed and implemented program policies, procedures, and objectives that promoted efficiency and compliance with applicable regulations.
- Collaborated with senior leadership to develop strategies for continuous program improvement.
- Identified and implemented program improvements to enhance performance.
- Provided direct service and support to individuals and clients, such as handling referral for child advocacy issues, conducting needs evaluation, and resolving complaints.
- Spoke to community groups to explain and interpret the department's purposes, programs, and policies.
- Directed team of 25 personnel, overseeing records, performance, and quality assurance.
Substance Abuse Technician Lead
Bernalillo County Behavioral Health Division
06.2014 - 10.2016
- Monitored medication compliance among clients in recovery programs.
- Provided resources for aftercare planning such as 12-step groups, sober living homes and vocational training opportunities.
- Provided case management services to individuals with substance abuse issues.
- Ensured that all documentation was properly completed within specified timeframes per regulations.
- Coordinated transportation for clients as needed.
- Facilitated crisis intervention activities when needed to de-escalate volatile situations.
- Maintained security, order, and discipline to prevent disturbances and ensure the safety of residents, staff and community.
- Advised family members on how to best support their loved ones during treatment.
- Collaborated with other healthcare professionals to develop comprehensive care plans for patients with dual diagnosis issues.
- Work in conjunction with other department staff to administer scheduled program curriculum and other activities utilized for treatment and rehabilitation of substance abuse.
- Process new clients, i.e., issuance of clothing, orientation to the rules of facilities and assist clients with daily activities, events, and informational literature.
- Prepare and maintain statistical reports, case histories, maintain progress notes and document behavioral incidents through observation of clients and maintain confidential records.
- Participate in reviews of job performance and adhere to recommended measures for change.
- Assign, supervise and train personnel, as needed; serve as shift lead to ensure shifts are fully staffed and to provide other supervisory support.
- Maintained current knowledge base on counseling issues regarding substance abuse through conferences, educational training and networking with other agencies or groups.
- Assure for appropriate shift transition to include client count, equipment and keys, staffing and required documentation.
Substance Abuse Technician
Bernalillo County Behavioral Health Division
09.2011 - 01.2013
- Provided resources for aftercare planning such as 12-step groups, sober living homes and vocational training opportunities.
- Facilitated crisis intervention activities when needed to de-escalate volatile situations.
- Obtain relevant information about clients through interview, assessment and case history; assist and support clients through addiction detoxification and recovery; observe, intervene and report client adherence to program goals and objectives.
- Work in conjunction with other department staff to administer scheduled program curriculum and other activities utilized for treatment and rehabilitation of substance abuse.
- Gather and research data utilized to track the reliability and validity of treatment that has been provided.
- Process new clients, i.e., issuance of clothing, orientation to the rules of facilities and assist clients with daily activities, events and informational literature.
- Provided education to individuals and groups in the community and facilitate group presentations and workshops.
- Transport clients to appointments and other service locations outside of assigned program.
- Maintain progress notes and document behavioral incidents through observation of clients and maintain confidential records.
- Received guidance and training from Program Supervisor within the division.
- Maintained current knowledge base regarding substance abuse through conferences, educational training and networking with other agencies or groups.
Education
Master's Degree - Criminal Justice
New Mexico State University
Las Cruces, NM01.2010
Bachelor's Degree - Sociology
University of New Mexico
Albuquerque, NM01.2008
Skills
- Strategic planning and execution
- Community behavioral health
- Quality assurance management
- Vendor relationship management
- Document control
- Attention to detail
- Policy reinforcement
- Employee training
- Regulatory compliance
- Crisis management
- KPI and dashboard development
Accomplishments
- Achieved Audit score of 97% for State MCO Audit in June 2025
- Achieved 3 year CARF accreditation with the Department of Behavioral Health Services in Bernalillo County, NM in 2024
- Achieved 95% staff satisfaction by introducing staff appreciation events and increased wages to include a 7% hazard pay for all clinicians and Direct Care Staff in 2024
Certification
- Society for Human Resource Management (SHRM) People Manager Qualification
- Grant Management Training (Grant Writing, USA)
Timeline
Program Manager
Consumer Direct Care Network
04.2025 - Current
Director of Behavioral Health Services
Bernalillo County Behavioral Health Division
12.2022 - 04.2025
Operations Manager
Bernalillo County Behavioral Health Division
06.2022 - 12.2022
Special Projects Coordinator
Bernalillo County Behavioral Health Division
02.2020 - 06.2022
Program Supervisor
Bernalillo County Behavioral Health Division
10.2016 - 02.2020
Substance Abuse Technician Lead
Bernalillo County Behavioral Health Division
06.2014 - 10.2016
Substance Abuse Technician
Bernalillo County Behavioral Health Division
09.2011 - 01.2013
Master's Degree - Criminal Justice
New Mexico State University
Bachelor's Degree - Sociology
University of New Mexico
TRAINING CERTIFICATES
- Society for Human Resource Management (SHRM) People Manager Qualification, 2025
- Grant Management Training, Grant Writing USA, 2025