Experience

Capital Counseling

• United States
• Mental Health Care
• 1 - 100 Employee

• Chief Operating Officer

  • Jul 2019 - Present

  • Work as a key member of the executive team contributing to wider corporate strategy, policy and decision making• Develop strategic plans and oversee all tactical initiatives that support the plan• Ensure appropriate systems, processes and performance management arrangements are in place to deliver consistent high quality level of service provision monitor achievement• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel at asking probing questions and researching, analyzing and rectifying problems• Assess and implement improved processes and new technologies, and collaborate with management regarding the implementation of these improvements • Drive the company’s operating capabilities for customer satisfaction and meeting goals • Work together with key participants to compile the budget • Manage and oversee all components of the EAP program • Delegate responsibilities to ensure staff members grow as capable participants • Employ various initiatives to coach employees to optimize their capabilities• Plan and coordinate staff events to increase employee morale and support wellness initiatives• Provide support to employees across four programs regarding questions pertaining to all technological products used by the agency including on-site support at all 7 Capital Region offices as needed Show less

• EAP Director

  • May 2017 - Jul 2019

  • Pursue new contracts, retain existing contracts and build contract value • Maintain program profitability (income over expenses) and grow overall program revenue• Develop strategic plans and oversee all tactical initiatives that support the plan• Manage and upgrade EAP product, services and efficiency by monitoring and adjusting EAP operating procedures and practices to meet emerging market demand and effectively compete with the services and products of other EAP programs• Coordinate and guide the delivery of services to the EAP’s local, state and national contracted affiliates. Ensure appropriate customer access to high quality, professional EAP services• Assure the Program meets both administrative and clinical requirements expected of a state-wide positioned EAP, and meets best-practices as defined by nationally recognized clinical and EAP organizations• Analyze account performance and adjust the program as required to improve customer experiences and value• Develop partnerships that build program value• Oversee activity related to the design, development, production and dissemination of information, marketing and related public relations materials as requested by current and prospective EAP client companies• Provide accurate reports and data • Hire, train and supervise EAP staff including performance review, documenting discipline, defining roles and responsibilities• Commended for technical, analytical and problem-solving skills; effective task prioritization; and customer service orientation Show less

• Practice Manager

  • Jul 2014 - May 2017

  • Oversee daily operations of eight practice locations with 16 clinicians and 7 support staff and provide leadership for the staff and a liaison for solving problems• Full responsibility for managing all operations involved for 7 support staff members and 6 crisis intervention specialists, including interviewing and hiring• Coordinate ongoing staff development, team building and staff meetings• Facilitate and manage the opening and start-up of multiple new office locations • Establish standardized policies and procedures, create and maintain employee handbook and onboarding documents• Plan and document call paths for agency-wide IVR phone system, oversee installation and testing;• Meet with key partner organizations during incidents or new initiatives• Provide application support for line-of-business systems and all employees across eight locations• Responsible for training all new employees, including all departments and locations• Produce, promote and coordinate wellness events to introduce clients to new services and the benefits of care• Implemented a new client arrival notification system throughout the agency• Create reports outlining agency relevant data; Make recommendations for improvements and implements accordingly Show less

• Office Manager

  • Mar 2014 - Jul 2014

  • Managed the daily operations of a high volume counseling agency• Monitored inventory and ordering of new supplies.• Monitor and maintain HIPAA administrative controls• Managed closing to include overseeing patient demographics, charges, insurance payments, and patient payments.

• Clinical Care Specialist, Crisis Services Manager

  • Oct 2012 - Mar 2014

  • Supervise team of 6 crisis intervention specialists, providing support and for any high risk callers• Handled phone calls coming into the agency across multiple programs; Counseling, the Employee Assistance Program (EAP), the Community Transitions program as well as the center for problem gambling• Coordinated intakes and referrals provided to clients across multiple areas, including but not limited to Counseling, legal, financial, psychiatry, health and wellness



Capital Counseling - 2-1-1 Subcontract

• Albany NY

• Crisis Services Coordinator

  • Oct 2012 - Jan 2013

  • Facilitated a strong collaborative relationship between Capital Counseling and CDPHP; Reviewing call reports daily and reporting to CDPHP • Facilitate communication between the call specialists and the crisis center including but not limited to; answering any questions or concerns, handling scheduling issues, and filling out time sheets • Provided problem solving advice, information and referral, education and prevention for people in crisis • Facilitated a strong collaborative relationship between Capital Counseling and CDPHP; Reviewing call reports daily and reporting to CDPHP • Facilitate communication between the call specialists and the crisis center including but not limited to; answering any questions or concerns, handling scheduling issues, and filling out time sheets • Provided problem solving advice, information and referral, education and prevention for people in crisis