Terri O'Donnell
Palmerton,PA
Summary
Driven human service professional dedicated to utilizing 25+ years of professional administrative experience, education, and wealth of knowledge, to propel organizational success through dynamic leadership and effective management. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. Versatile [Type] Management Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with [Number] years of experience in [Industry]. Experienced [Type] Management Analyst skilled in budget review, reporting and research. Top-notch administrator with financially-savvy and organized approach. Familiar with helping business leaders understand all facets of operations.
Overview
14
14
years of professional experience
Work History
Quality Management Lead
ChildFirst and Spectrum Community Services, Inc.
02.2018 - 06.2023
- Managed a team of 10 employees
- Developed and implemented quality management plan and strategies
- Data analysis to determine progress toward goals
- Developed Systems for Improved customer satisfaction
- Implemented new technology solutions
- Streamlined processes and improved efficiency
- Ensuring compliance with quality management standards and regulations
- Managed the implementation of a comprehensive quality management system timeline to ensure compliance with agency standards and regulations
- Developed and executed protocols and templates to ensure employees are knowledgeable about quality management standards and regulations
- Held accountability to meeting agency and regulatory requirements
- Identified and implemented continuous improvement initiatives to enhance quality management processes and procedures
- Conduct regular audits and inspections to ensure compliance with quality management standards and regulations
- Established and maintained effective communication channels with internal and external stakeholders to ensure quality management standards and regulations are understood and followed.
Behavior Specialist Counselor
Valley Youth House
06.2015 - 09.2018
- Managed a team of 5 employees
- Collaborated with cross-functional teams to drive business growth
- Provided individualized counseling and behavior management plans to at-risk youth to promote healthy social and emotional development
- Developed and implemented behavior modification strategies to support positive behavior change in youth
- Provided clinical supervision and support to behavior specialist counselors in their work with at-risk youth, ensuring adherence to best practices and program goals
- Conducted assessments and evaluations to determine the individual needs and strengths of at-risk youth
- Provided guidance and support to the BHRS team of specialist/counselors, ensuring effective communication and collaboration for the benefit of at-risk youth
- Conducted regular performance evaluations for behavior specialist counselors, providing feedback and identifying areas for growth and improvement
- Implemented a rewards and recognition program to motivate and incentivize the behavior specialist counselors, resulting in increased job satisfaction and retention.
Credentialing Specialist and QM
KidsPeace
05.2016 - 03.2018
- Worked as a Credentialing Specialist at KidsPeace in medical services administrative office
- Develop and maintain strong relationships with credentialing contacts at insurance companies and other external organizations to ensure smooth and efficient credentialing processes
- Develop and maintain relationships with healthcare professionals to ensure timely and accurate processing of credentialing applications
- Collaborate with the IT department to develop a secure and user-friendly online credentialing system for healthcare professionals
- Ensure compliance with all regulatory standards and insurance company guidelines in the credentialing process
- Manage and track all credentialing applications and ensure timely completion and submission
- Project manager of the inception and acquisition of electronic system for medical professionals.
- Enhanced credentialing processes by streamlining documentation and verification procedures.
- Reduced errors in credentialing files by conducting thorough reviews and consistently maintaining attention to detail.
- Improved turnaround time for credentialing applications by implementing an efficient online system.
- Facilitated communication between departments, resulting in improved collaboration during the credentialing process.
- Conducted audits of provider files, ensuring all necessary documents were up-to-date and compliant with regulatory requirements.
- Provided exceptional customer service to both internal and external stakeholders, addressing inquiries promptly and professionally.
- Demonstrated excellent problem-solving skills when confronted with complex issues or discrepancies during the credentialing process.
- Prepared records for site visits and file audits.
- Obtained NPI numbers for providers and facilities and updated existing profiles.
Deputy CEO/Sr. Residential Director
ChildFirst Services, Inc.
01.2009 - 01.2015
- Develop and implement strategies to improve employee engagement and retention
- Develop and implement a comprehensive leadership development program for all levels of management, group facilitation for effective communication, decision making, and conflict resolution skills
- Develop and implement a comprehensive professional development program for employees, including skills training, career coaching, and performance management
- Create and implement a strategic plan to expand the organization's reach and impact in the community, including identifying and pursuing new funding opportunities and partnerships
- Develop and implement a succession planning program to identify and groom potential successors for key leadership positions within the organization
- Develop and implement a mentorship program for new employees to enhance their onboarding experience and facilitate their integration into the company culture
- Develop and implement a comprehensive mental health support program for employees, including resources, counseling services, and training on stress management and self-care.
Education
Masters of Human Service - Psychology
Lincoln University
Lincoln, PA05.2009
Skills
- Task Prioritization
- Quality Assurance
- Supervision and leadership
- Data Entry
- Organizational Skills
- Multitasking Abilities
- Recordkeeping
- Relationship Building
Expertise
Effective Leadership & Management
Exceptional Interpersonal Skills
Human Resource Management
Project Management
Policy Development & Workplace Compliance
Conflict Management
LPC Eligible
Timeline
Quality Management Lead
ChildFirst and Spectrum Community Services, Inc.
02.2018 - 06.2023
Credentialing Specialist and QM
KidsPeace
05.2016 - 03.2018
Behavior Specialist Counselor
Valley Youth House
06.2015 - 09.2018
Deputy CEO/Sr. Residential Director
ChildFirst Services, Inc.
01.2009 - 01.2015
Masters of Human Service - Psychology
Lincoln University
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