Monica Garcia

• Maintained knowledge of operation’s regulatory, accreditation, and company requirements.

• Conducted operation reviews, including, but not limited to Site Reviews, Record Reviews and review of other quality monitoring and improvement activities.

• Completed documentation of operational review activities thoroughly and timely .

• Served as the contact person for external regulatory reviews.

• Served as record keeper for all State/Federal Survey documentation, coordinates/ implements corrective action as necessary, and ensures company reporting requirements are met.

• Worked with leadership team to develop and implement Quality Improvement Plans as needed.

• Served as a leader in the development and implementation of the operation’s improvement planning initiatives and outcomes achievements.

• Provided recommendations to leadership about needed actions to improve quality.

• Provided daily reports to operation leadership regarding the status of program performance.

• Provided input, training, and support to other service delivery team members in efforts to prioritize quality and reduce risk.

• Reviewed data regularly to identify trends and made recommendations as indicated forimprovement.

• Coordinated investigations and ensured compliance with deadlines. Conducted investigations as assigned and completed investigation reports consistent with company guidelines.

• Entered all Critical Incidents

• Served as Chair of the operation’s Quality & Safety and Consumer Advisory Committees.

• Served as a leader in coordinating internal activities to prepare and maintain external accreditation standards.

• Compiled and distributed feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Developed and maintained quality assurance procedure documentation.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Created and revised procedures, checklists and job aids to reduce errors.
• Participated in departmental meetings to establish short- and long-term strategy.
• Administered numerous internal quality audits and assessed results to inform corrective action measures.

• Check the status of customer accounts and payments.
• Assist customers with replacing lost or stolen debit cards.
• Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
• Answered bank phone lines and directed customers to appropriate department to address concerns.
• Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
• Promoted available products and services to customers during service, account management, and order calls.
• Met customer call guidelines for service levels, handle time and productivity.

• Identified needs of individual clients and eligibility of services.
• Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
• Partnered with local organizations to expand access to social and community services.
• Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.

• Maintained strong connections within caregiver community to gain continuous knowledge.
• Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
• Identified needs and coordinated plans for travel and out-of-town functions.
• Recorded status and duties completed in logbooks for management.
• Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
• Monitored progress and documented patient health status changes to keep care team updated.
• Entrusted to handle confidential and sensitive situations in professional matter.
• Maintained clean, safe, and well-organized patient environment.

• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Participated in vendor selection and management process for program initiatives.
• Interacted with customers and clients to identify business needs and requirements.
• Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.