Libby Hiney
Quality Management
Kittery,ME
Summary
Visionary leader and strategic problem-solver focused on optimizing operations, reducing costs, and enhancing organizational efficiency. Excels in impactful decision-making and sound judgment to drive business success. Committed to elevating clinical outcomes and advocating for individuals with complex, chronic conditions. Inspiring director who builds cohesive teams and cultivates strong customer relationships while boosting employee engagement. Proven success in early-stage startups, creating programs and curriculums that fuel organizational growth. Mastery of Google Sheets, Excel, and Visio to manage, map, and refine data for project and business needs. Collaborates closely with developers to deliver tailored solutions and integrate PowerBI dashboards for data-driven decision-making.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work History
Director of Quality Management
Aware Recovery Care
02.2022 - Current
- Communicated quality initiatives to Executive Leadership and supported the execution of strategic plans.
- Supervised department managers, providing mentorship and feedback to support their professional growth.
- Improved program quality by establishing robust quality management systems and processes.
- Minimized risk by proactively identifying concerns and implementing effective risk management strategies.
- Advanced continuous improvement initiatives, leading to significant process enhancements and waste reduction.
- Managed change for process modifications, ensuring smooth transitions and adherence to quality standards.
- Completed internal and external audits successfully, upholding compliance with industry standards and regulations.
Quality Improvement Committee Chair
Aware Recovery Care
03.2017 - Current
- Scheduled and chaired quality improvement meetings to assess performance effectiveness, mitigate risk, and improve client and staff satisfaction.
- Chaired critical meetings with professionalism, mediating conflicts and maintaining focus on the agenda.
- Championed innovative solutions for organizational challenges, resulting in long-term improvements in key areas.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Managed diverse teams by effectively delegating tasks to optimize resource and talent utilization.
- Led cross-functional teams in root cause analysis to resolve complex quality issues.
- Utilized statistical process control tools for monitoring critical parameters, enabling early detection of defects and nonconformances.
Corporate Quality Assurance Manager
Aware Recovery Care
11.2020 - 02.2022
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Conducted regular audits and risk assessments to ensure adherence to protocols and maintain consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Streamlined testing processes by introducing automated tools, increasing efficiency and reducing errors.
- Investigated incident reports, sentinel events, and complaints, executing corrective actions to resolve quality issues.
Corporate Family Wellness Administrator
Aware Recovery Care
02.2020 - 11.2020
- Supervised department managers and directors, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Utilized feedback from program participants to continuously improve the quality and relevance of family education offerings.
- Designed course materials and supported implementation.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
Family Wellness Manager
Aware Recovery Care
01.2019 - 02.2020
- Supervised family wellness staff.
- Participated in care-team meetings and family meetings pertaining to challenging client and family cases.
- Cross-trained existing employees to maximize team agility and performance.
- Increased availability of relevant resources for families by curating a comprehensive library of materials on addiction recovery support and community services.
- Mentored new family wellness staff by sharing best practices and providing ongoing professional development opportunities.
Family Systems Therapy Liaison
Aware Recovery Care
03.2017 - 01.2019
- Contracted Marriage and Family Therapists to work with clients and families, negotiating favorable terms through careful analysis of pricing and service levels.
- Fostered strong relationships as the primary point of contact between internal teams and external partners.
- Facilitated meetings and conferences to enable better collaboration and efficient decision-making.
- Responded promptly to inquiries from internal and external parties, ensuring quick resolution of issues.
- Collaborated with department heads to identify and implement process improvement initiatives.
- Aided in developing training materials to enhance team education and performance outcomes.
- Managed database systems to track and analyze operational data, supporting informed decision-making.
Client Recovery Advisor
Aware Recovery Care
01.2017 - 01.2019
- Provided in-home addiction treatment to clients with substance use disorders.
- Assisted clients in building a strong foundation of personal accountability by setting realistic goals and monitoring progress towards achieving them over time.
- Conducted assessments to identify appropriate resources and support services for individual clients' needs.
- Supported clients in identifying and developing the skills and daily habits that are necessary to achieve sustained, long-term recovery as defined by the clients.
- Supported clients with compassionate, empathetic face-to-face counseling.
Case Manager
Lahey Behavioral Health
11.2013 - 04.2016
- Coordinated with agencies, organizations, and healthcare professionals to deliver comprehensive benefits to clients.
- Managed successful transitions between care levels by creating detailed discharge plans and arranging resources.
- Educated clients on programs and benefits, empowering them to make informed decisions about their care.
- Provided crisis intervention and safely de-escalated emergency situations for clients.
- Created and executed comprehensive case management plans tailored to individual client needs.
- Adjusted case management strategies as circumstances changed to best support clients.
- Led individual and group sessions to encourage positive behavior change.
Case Manager Intern
Mary’s Place
12.2012 - 05.2013
- Assisted in conducting needs assessments to identify key areas of service needs.
- Provided crisis intervention services when necessary, offering immediate support during challenging situations involving residents.
- Reduced recidivism rates by providing guidance on life skills development and personalized support for each resident.
- Developed comprehensive case management plans, addressing individual needs and promoting successful reintegration into society.
Education
Current Student - Master of Arts - Marriage and Family Therapy, Systemic Treatment of Addictions
National University
San Diego, CA 05.2020 - Current
Bachelor of Science - Substance Abuse And Addictions
Keene State College
Keene, NH 09.2009 - 05.2013
Skills
MS Office and Google Suite Applications
Professional Accomplishments
Created and led the Quality Management Department to improve clinical practices and patient care outcomes.
Launched and chaired the Quality Improvement Committee to drive continuous enhancement of healthcare quality and efficiency.
Designed an advanced Excel clinical chart audit template with auto-population, auto-calculation, and centralized dashboarding for agency and corporate chart audit scores.
Established the Family Wellness Department, elevating holistic care for patients and families.
Directed a multidisciplinary team to develop an evidence-based family education curriculum through research and consultation.
Enabled accurate client census tracking through discovery, definition, and standardization, allowing for precise monitoring of client numbers and program utilization to support better resource allocation and strategic planning.
Contributed to achieving Joint Commission Accreditation for Aware Recovery Care across Maine, New Hampshire, Connecticut, Massachusetts, Indiana, and Florida.
License and Certifications
Licensed Alcohol and Drug Counselor II
CommonWealth of Massachusetts
License #: 14421
2016-Current
IHI Open School Basic Certificate in Quality and Safety
Institute for Healthcare Improvement (IHI)
2021
Volunteer History
The Sound of a Smile Program
Kurland Village, South Africa
February-March, 2018, 2019, 2022, and 2023
- Participated in ongoing building maintenance projects.
- Facilitated tutoring sessions with the children.
- Provided resume-building workshops.
- Supported community initiatives defined by the people living in the community.
Tobacco Committee
Keene, NH
September-December, 2012
- Provided no-smoking decals at specific locations.
- Re-evaluated the current tobacco policy.
- Conducted health promotion events.
Mentors in Violence Prevention Program
Keene, NH
September-December, 2012
- Facilitated prevention initiatives.
- Conducted activities at residence halls and the student center to promote healthy behaviors.
Camp Sunshine
Casco, ME
May, 2009
- Worked with children diagnosed with Leukemia and their families.
- Served meals
- Organized talent shows, arts and crafts, and team activities.
Timeline
Director of Quality Management
Aware Recovery Care
02.2022 - Current
Corporate Quality Assurance Manager
Aware Recovery Care
11.2020 - 02.2022
Current Student - Master of Arts - Marriage and Family Therapy, Systemic Treatment of Addictions
National University
05.2020 - Current
Corporate Family Wellness Administrator
Aware Recovery Care
02.2020 - 11.2020
Family Wellness Manager
Aware Recovery Care
01.2019 - 02.2020
Family Systems Therapy Liaison
Aware Recovery Care
03.2017 - 01.2019
Quality Improvement Committee Chair
Aware Recovery Care
03.2017 - Current
Client Recovery Advisor
Aware Recovery Care
01.2017 - 01.2019
Case Manager
Lahey Behavioral Health
11.2013 - 04.2016
Case Manager Intern
Mary’s Place
12.2012 - 05.2013
Bachelor of Science - Substance Abuse And Addictions
Keene State College
09.2009 - 05.2013