MICHELLE KELLS
Parkton,Maryland
Summary
Experienced and dedicated professional with over 15 years of experience in the human services field in a variety of settings including, psychiatric hospitals, inpatient treatment facilities, residential treatment, educational settings, home health care, and nursing home facilities. Keenly adept with customer service management, conflict resolution, enhancing patient satisfaction, improving positive patient outcomes, and working with diverse populations in multiple settings.
Overview
18
18
years of professional experience
Work History
Program Manager of Health & Wellness
Affordable Homes & Communities, Inc.
Baltimore, MD
01.2024 - Current
- Supplies guidance and assistance for program development, implementation, and enhancement across a portfolio of 54 multifamily communities in the DMV region.
- Supervises five Resident Engagement Specialists accountable for providing on-site services for 1,060 Baltimore residential units.
- Oversees budget for team managing expense reports and vendor invoices.
- Responsible for training, performance evaluations to maintain high-performing, motivated staff.
- Created a comprehensive Health Services Framework in collaboration with the Director of Social Services, outlining the scope and objectives of onsite health programs and services offered in Senior designated communities.
- Assumed responsibility for a grant, facilitating the launch of the Substance Misuse Program at a Baltimore Senior property.
- Increased access to wellness resources by partnering with healthcare professionals and local community members.
- Supervises regular operations of health program and collaboration with external service providers.
- Collaborates with Data Management to identify key impact outcomes by conducting periodic reviews to measure program effectiveness.
- Monitors program processes by leveraging resident feedback and collaborating with service providers.
- Works cross-departmentally with AHC, third-party property management companies, and community partners.
Client Services Manager
AVILA HOME CARE
Towson, MD
10.2021 - 01.2024
- Ensured client satisfaction by regularly revisiting communication strategies.
- Addressed client care challenges swiftly, ensuring timely assignment of caregivers.
- Researched, organized, and updated database entries with precision.
- Cultivated strong connections and trust with clients and families.
- Handled time-sensitive phone inquiries from potential clients with prompt responsiveness.
- Successfully organized the intake of new and resumed clients, including working closely with nursing staff to schedule assessments, and collect service contracts and payment.
Quality and Evaluation Services Coordinator
SHEPPARD PRATT HEALTH SYSTEM
Towson, MD
01.2019 - 10.2021
- Conducted audits to verify adherence to regulatory requirements.
- Coordinated and organized site inspections conducted by TJC, OHCQ, and regulatory bodies.
- Formulated corrective action strategies for deficiencies highlighted by TJC and the state of Maryland.
- Ensured documentation was compliant with all regulatory bodies, both internally and externally.
- Coordinated complaint procedures to address patient and resident rights violations.
- Investigated complaints received from the state of Maryland and/or outside agencies.
- Coordinated services as liaison between residential and health systems' risk management team.
- Coordinated efforts to address concerns, following directives from the risk management and safety team.
- Contributed insights to enhance policy and procedure development for improved safety.
- Safeguarded patient and resident rights compliance effectively across healthcare systems.
- Guided patients, residents, and students on understanding rights issues and relevant policies.
Patient Advocate
SHEPPARD PRATT HEALTH SYSTEM
Towson, MD
12.2017 - 01.2019
- Tracked and implemented recommendations from performance improvement initiatives.
- Facilitated administration of patient rights program for Health System, encompassing Clinical Review Panel process.
- Liaised with patients and staff to ensure protection of patient rights in accordance with established policies.
- Participated in appeal hearings as needed.
- Entered information into electronic medical records efficiently.
- Guided patients in accessing appropriate support through resource expertise.
- Guided patients to comprehend their rights and responsibilities regarding care.
Client Care Coordinator
HOME INSTEAD SENIOR CARE
Towson, MD
04.2017 - 12.2017
- Exceeded expectations in conducting Service Inquiries and Care Consultations through the consultative sales methodology when necessary.
- Modified service strategies tailored to meet clients' evolving needs via quality assurance.
- Developed customized service plans after evaluating client and family needs.
- Maintained open dialogue with colleagues and franchise owner to enhance teamwork.
Care Coordinator
HILLSIDE CHILDREN'S CENTER
Rochester, NY
10.2009 - 08.2016
- Successfully discharged clients ranging in age from 7 - 18 years old due to attainment of established goals as outlined in the Individualized Health Plan/Detailed Service Plans, maintaining placement without disruption in biological or adoptive homes.
- Outstanding coordination involving planning/delivery of fourteen different services to clients, aged 6-21, enrolled in the program following set guidelines.
- Managed program budgets capped at $51,600 per case, while documenting all expenses.
- Developed and implemented crisis plans ensuring reliance on family supports.
- Led and oversaw execution of subcontracted service delivery.
- Compiled service outcomes through the accurate assessment of family and community needs and strengths.
Clinician
Hillside Children's Center
Rochester, NY
05.2007 - 09.2009
- Accomplished provision to each child ages 8-18 of therapeutic services who had emotional and behavioral difficulties, who were in or at risk for out-of-home treatment and children who were victims of trauma.
- Coordinated support for caseload of four clients, maintaining productive relationships with child, foster parents, and family.
- Offered Intensive Case Management, Home-Based Crisis Intervention with each client.
- Participated in Family Court hearings, coordinated services with home school districts, special education services & day treatment programs, DSS/CPS.
Education
Master of Science - School Counseling
SUNY College At Brockport
Bachelor of Science - Gerontology/Psychology
Saint John Fisher College
Associate of Science - Science - Liberal Arts General Studies
Monroe Community College
Skills
- Articulate & Effective Communicator
- Comprehensive Documentation
- Strong Patient/Client Advocate
- Keen Attention to Detail
- Patient Service Monitoring and Evaluation
- Conflict Resolution/Risk Management
- Mentoring and coaching
- Customer support and assistance
- Critical/creative thinker in fast paced office
- Team Oriented
Timeline
Program Manager of Health & Wellness
Affordable Homes & Communities, Inc.
01.2024 - Current
Client Services Manager
AVILA HOME CARE
10.2021 - 01.2024
Quality and Evaluation Services Coordinator
SHEPPARD PRATT HEALTH SYSTEM
01.2019 - 10.2021
Patient Advocate
SHEPPARD PRATT HEALTH SYSTEM
12.2017 - 01.2019
Client Care Coordinator
HOME INSTEAD SENIOR CARE
04.2017 - 12.2017
Care Coordinator
HILLSIDE CHILDREN'S CENTER
10.2009 - 08.2016
Clinician
Hillside Children's Center
05.2007 - 09.2009
Master of Science - School Counseling
SUNY College At Brockport
Bachelor of Science - Gerontology/Psychology
Saint John Fisher College
Associate of Science - Science - Liberal Arts General Studies
Monroe Community College
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