Sasha Walker
Hopelink Behavioral Health
RICHARDSON,TX
27
years of professional experience
Experienced Lead Supervisor specializing in crisis response and quality assurance. Enhances staff performance through targeted coaching and development initiatives while ensuring compliance and operational standards. Provides trauma-informed care to vulnerable populations and drives strategic decision-making through effective leadership and communication.
Quality assurance professional with proven record in driving quality initiatives and maintaining high standards. Known for fostering team collaboration and delivering consistent results in dynamic environments. Skilled in developing quality control protocols and problem-solving under changing conditions.
Work History
Quality Assurance Manager
2 Months- Led quality assurance initiatives to enhance compliance with industry standards and regulations.
- Developed and implemented quality control processes, resulting in improved service delivery and client satisfaction.
- Collaborated with cross-functional teams to identify and resolve quality issues in behavioral health services.
- Trained staff on best practices for quality assurance protocols, fostering a culture of continuous improvement.
- Analyzed data trends to drive strategic decisions for process enhancements across service delivery operations.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
Lead Supervisor
2 Years 3 Months- Leads and mentors Shift Supervisors while coaching Crisis Workers and Volunteers to improve operational consistency across shifts.
- Evaluates staff performance and executes targeted development plans to raise shift service quality and measurable feedback scores.
- Resolved employee complaints promptly, maintaining a productive work environment and reducing repeat grievances.
- Facilitated communication between management and frontline workers to address concerns. between management and frontline workers to facilitate conflict resolution.
- Motivated staff and enhanced morale through targeted strategies within the organization.
- Conducts regular team meetings to discuss goals, objectives, and strategies for success.
- Creates and maintains employee schedules, ensuring adequate staffing levels in all departments.
- Monitored daily operations for quality and adherence to work order specifications, ensuring compliance with operational standards.
- Directed team operations to enhance patient care delivery and improve service quality.
- Implemented staff training programs to elevate clinical competencies and operational efficiency.
- Oversaw case management processes, ensuring compliance with regulatory standards and best practices.
- Facilitated interdisciplinary team meetings to promote collaboration and address complex patient needs.
Community Home Care Field Supervisor
1 Year- Conducted daily home visits delivering Medicare, Medicaid, VA, and private-pay home health services with measurable client outcomes.
- Coordinated with families, caregivers, and insurers to resolve inquiries, enhancing client satisfaction and support.
- Managed client enrollment and onboarded personal attendants, enhancing daily operations and ensuring service continuity.
- Trained new team members on best practices in patient care and safety protocols, ensuring high-quality service delivery.
- Implemented training programs to enhance staff performance and patient satisfaction.
- Delegated tasks to field employees, ensuring alignment with job requirements.
- Conducted non-medical assessments of home safety and community resources to guide referrals, improving care plan effectiveness.
- Built trusting relationships with patients by providing advocacy and support to help reach health goals.
- Connected patients to community resources through targeted referrals to bene
Reset Direct Care Staff-Nights
5 Years 1 Month- Provided daily personal care services to residents in a supportive environment.
- Delivered comprehensive trauma-informed care to enhance resident safety.
- Coordinated services to address diverse needs of children in residential care, ensuring comprehensive support.
- Provided holistic, trauma-informed care, and safety.
- Responded to on-scene crisis situations and provided trauma-informed care, crisis intervention, advocacy, outreach, and emotional support.
- Coordinated services to meet diverse needs of children in residential care, ensuring comprehensive support and continuity of care.
- Assessed changes in behavior and circumstances to proactively address factors affecting child safety.
- Monitored resident compliance with house rules and reported findings to maintain a safe environment.
- Demonstrated patience and good judgment in crisis situations.
Clinical Admin Coordinator Support Team Lead/Workforce Management Analyst
12 Years 2 Months- Led and mentored shift supervisors, coaching crisis workers and volunteers to enhance operational consistency across shifts.
- Monitors live call sessions and provides real-time coaching to improve call quality and resolution rates.
- Evaluates staff performance and executes targeted development plans to raise shift service quality and measurable feedback scores.
- Monitored live call sessions, providing real-time coaching that enhanced call quality and resolution rates.
- Delivered regular training and actionable feedback, raising service standards and staff competency across shifts.
- Oversees shift-level quality assurance and staffing to maintain consistent coverage and service reliability.
- Managed staff through monthly check-ins and annual evaluations, supporting career development and aligning with performance goals.
- Enforces operational policies and compliance requirements to sustain safe, collaborative team culture and consistent service delivery.
- Prepared monthly performance reports linked to payroll, assessing staffing efficiency and informing cost control strategies.
- Prepared weekly KPI reports (ASA, high water marks, AHT, abandonment) and guided supervisors on corrective actions to address performance metrics.
- Coordinates weekly leadership meetings with senior management and lead supervisors to align operations and corrective actions.
- Communicates management strategies, policies, and expectations to staff to ensure alignment and operational clarity.
- Maintains biweekly supervision with Shift Supervisors to ensure consistent oversight and support for performance issues.
- Enforces procedures equitably across shifts to ensure fairness and operational consistency.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Coordinated workflow among team members for seamless operations.
AFE Pack Associate
2 Years- Packaged customer orders accurately and efficiently for timely delivery.
- Loaded packages onto delivery vehicles, ensuring compliance with established protocols for safe transport.
- Wrapped fragile items with protective packaging material prior to shipment.
- Loaded and unloaded freight from trucks using pallet jacks, dollies, and hand trucks to maintain workflow and support timely deliveries.
- Maintained clean and organized workspace to uphold safety standards and support efficient operations.
- Performed daily inventory checks, loaded inventory, and determined shipping methods for materials to ensure efficient order fulfillment.
- Troubleshot packaging issues to identify root causes, resolving problems and contributing to overall operational efficiency.
Medical Claims Processor
3 Years- Reviewed claim submissions for accuracy and completeness before processing.
- Processed medical claims efficiently within established guidelines and timelines.
- Identified payment variances and coordinated resolution with internal and external parties to ensure accurate claim payments.
- Resolved claim discrepancies through effective communication with healthcare providers, enhancing claims accuracy.
- Resolved claim discrepancies by effectively communicating with healthcare providers.
- Followed up on reimbursement activities to ensure accuracy and appropriateness for healthcare providers.
- Collaborated with team members to streamline claims processing workflows, improving overall processing efficiency.
- Verified accuracy of provider data entered into the system including tax ID numbers, NPI numbers, address changes.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
Pharmacy Customer Service Representative
2 Years- Assisted customers with medication inquiries and prescription refills, enhancing patient understanding and adherence to treatment plans.
- Educated patients on proper medication usage and side effects.
- Processed prescription orders using pharmacy management systems.
- Resolved customer complaints with professionalism and empathy, fostering trust and maintaining customer loyalty.
- Adhered to all HIPAA regulations regarding patient privacy and confidentiality.
- Facilitated communication with healthcare professionals to efficiently address medication needs and resolve prescription issues.
- Utilized knowledge of state-specific laws pertaining to drug distribution procedures.
- Collaborated with healthcare providers to resolve prescription issues.
OptumHealthOptimized Prior Authorization Representative
6 Years- Educated customers about the prior authorization process including applicable deadlines.
- Trained new staff on prior authorization procedures and protocols.
- Made outbound calls to insurance companies, patients, and physicians to perform eligibility checks for patients.
- Followed all Medicare, Medicaid, HIPAA and private insurance regulations and requirements.
- Coordinated health navigation and outreach initiatives to engage members and address care gaps.
- Educated members on consumer-driven healthcare concepts to improve understanding and utilization of their benefits.
- Supervised and prioritized work for the Engagement Specialist team to meet quality, adherence, service level, and AHT goals.
- Coached staff on call management and quality improvement strategies to minimize callbacks and transfers.
- Resolved scheduling conflicts and provided coaching and feedback to maintain team performance and morale.
Education
Associate of Arts - Liberal Arts
Bachelor of Arts - Healthcare Business Management
Certified Medical Assistant - Certified Medical Assistant
High School Diploma
Certified Nurse Aide - Certified Nurse Aid
Skills
Quality assurance
Healthcare adherence
Regulatory compliance
Quality control
Operational evaluation
Quality management
Crisis handling
Data analysis
Computer proficiency
Strategic planning
Process improvement
Computer skills
Stakeholder engagement
Multitasking
Time management
Prioritization
Customer service
Interpersonal skills
Communication
Quality control
Document control
Timeline
Quality Assurance Manager
Hopelink Behavioral Health
07.2026 - CurrentRead More
Lead Supervisor
HopeLink Behavioral Health
04.2024 - 07.2026Read More
Community Home Care Field Supervisor
Elara Caring
02.2024 - 02.2025Read More
Reset Direct Care Staff-Nights
Johnathan's Place
03.2019 - 04.2024Read More
AFE Pack Associate
Amazon
07.2016 - 07.2018Read More
Clinical Admin Coordinator Support Team Lead/Workforce Management Analyst
Optum Health Care/United Healthcare
09.2011 - 11.2023Read More
Medical Claims Processor
PNC Bank
01.2008 - 01.2011Read More
Pharmacy Customer Service Representative
CVScaremark
01.2006 - 01.2008Read More
OptumHealthOptimized Prior Authorization Representative
Blue Cross Blue Shield of Texas
01.2000 - 01.2006Read More
Great Plains Area Votech
Certified Nurse Aide from Certified Nurse Aid
Read More
Eisenhower High School
High School Diploma
Read More
Sandford And Brown Institute
Certified Medical Assistant from Certified Medical Assistant
Read More
Concordia University Chicago
Bachelor of Arts from Healthcare Business Management
Read More
Collin County Community College District
Associate of Arts from Liberal Arts
Read More