Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Susan Simmons

Summary

Diligent and passionate Quality & Compliance management professional with 25+ years of experience working in the Illinois market. Committed to making sure services meet internal and external standards to enhance the lives of our clients and families. Organized and analytical with excellent written and verbal communication skills. Experience in reviewing and interpreting regulatory and programmatic guidance, implementation of corporate compliance, risk management and corrective action programs.

Overview

19
19
years of professional experience

Work History

Quality Administrator

Help At Home
10.2022 - Current
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Act as a lead role to ensure survey readiness in assigned markets.
  • Improved quality processes for increased efficiency and effectiveness.
  • Updated quality control standards, methods, and procedures to meet compliance requirements.
  • Assist in identifying quality issues which have a direct effect on services provided. Identify deficient practices based upon noncompliance with policy, regulations, etc.
  • Develop accurate, clear, and thorough documented findings of reviews, audits, and investigations.
  • Reviews and assists with completion of corrective action plans, which includes the evaluation of evidence of an implementation of corrective action plans, providing timely feedback to the markets and managers throughout the corrective action plan process and accurately, thoroughly and timely enters the data into multiple databases.
  • Collaborated with Market Leadership to apply root cause analysis guidance and establish effective corrective action plans.
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Coordinated and oversaw periodic audits to evaluate quality and safety and address non-conformances.

Director of Quality Improvement

Help At Home
09.2006 - 09.2022
  • Maintain company policies and procedures to ensure compliance with federal, state, local and contractual rules and regulations
  • Maintain current knowledge of industry regulations and legislation to amend policies as needed and promote compliance
  • Updated quality control standards, methods and procedures to meet compliance requirements
  • Collaborate with the preparation of contractual audits and post-audit responses
  • Streamlined complaint response management by providing guidance on policies and ensuring appropriate and accurate investigation processes
  • Develop and prepare orientation, pre-service trainings and quarterly in-service trainings
  • Provide coaching and support to over 150 offices locations in 13 states
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction
  • Increased customer satisfaction through training and adherence to all quality standards and customer requirements
  • Managed and archived quality documentation and participated in internal and external quality audits
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
  • Collaborated with stakeholders to prepare plans and procedures to respond to emergency scenarios.
  • Lead the development, implementation, and maintenance of the Emergency Operations
    Plan, procedures and documentation related to Emergency Management at the agency and
    local branch level.
  • Provide leaderchip and act as a subject matter expert for Emergency Management functions
    working to assure compliance with Emergency Management standards.

Branch Manager

Help At Home
01.2005 - 09.2006

Education

Bachelor of Science - Marketing

Northeastern Illinois University
Chicago, IL

Skills

  • Organizational skills
  • Staff Management
  • Multitasking abilities
  • Program oversight
  • Employee training
  • Familiarity with quality standards
  • Relationship building
  • Microsoft Office Suite
  • Attention to Detail
  • Verbal and Written Communication

Affiliations

Boy Scouts of America, 20 Plus Years of Service

Timeline

Quality Administrator

Help At Home
10.2022 - Current

Director of Quality Improvement

Help At Home
09.2006 - 09.2022

Branch Manager

Help At Home
01.2005 - 09.2006

Bachelor of Science - Marketing

Northeastern Illinois University

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Susan Simmons