Sylvie Kalokoh

Accomplished Quality Assurance Manager and Project/Program Manager with over 10 years of experience in business operations

Fairfax County Department of Family Services                                                                                               Aug 2023 – Present

Quality Assurance & Training Manager

Skills: 

Strategic Planning & Execution| Quality Auditing | Operations Management | Operational Excellence (TQM, Lean)| Team Leadership | Quality Measure (HEDIS)| Strategic Planning & Execution | Project Execution | Regulatory Compliance & Risk Management| Policies Implementation | Performance Evaluation | Budgeting| Provider Relations| Conduct Mock Survey| Agile Principle & Methodology| Performance Monitoring & KPI Development

Key Contributions: 

• Led cross-functional teams through strategic initiatives to optimize patient services, ensuring seamless execution of case management programs and improved patient experience.
• Implemented performance monitoring tools, including KPIs, to assess program efficiency, ensuring high compliance with federal and state regulations and optimizing service delivery.
• Oversaw budget forecasting and operational performance, maintaining cost-effective measures while driving improved outcomes and resource allocation
• Conducted regular performance evaluations tailored towards individual professional growth plans resulting in three promotions within six months across different roles due directly to enhanced skill sets cultivated during mentorship programs.
• Communicates performance expectations and monitors performance and accomplishments of staff and overall unit against the goals and objectives of the program.
• Managed ongoing performance evaluations targeting self-reported difficulties among staff; monitored five distinct areas requiring improvement such as conflict management or decision-making abilities related specifically to crisis intervention efforts undertaken regularly.
• Orchestrated educational seminars covering program initiatives attended by up to 100 local professionals at a time; drove collaboration among organizations resulting in increased referrals and resource sharing efforts each quarter.
• Drove comprehensive audits on service delivery processes which uncovered common inefficiencies; findings directly informed actionable changes resulting in a measurable increase in overall client satisfaction.
• Evaluates the effectiveness of policies, procedures, and best practices to ensure compliance with federal, state and local regulations.
• Reviews and approves new and updated SOPs and Controlled Job Aids
• Instituted regular compliance assessments utilizing qualitative data collected weekly from team members overseeing client interactions—to ensure alignment with relevant laws while achieving an impressive completion rate above industry standards.
• Writes and/or assists with writing grant applications, proposals for funding, and business plans.
• Performs review/approval of Qualification
• Prepares or oversees and presents narrative and statistical reports documenting the work of the unit and/or in relation to case activity.

Courtesy Healthcare Services                                                                                                                         March2014– Aug 2023

Director of Operations

Skills:

Quality Measure (HESIS)|Organizational Development | Operations Management | TeamLeadership & Development| Strategic Planning & Execution | Project Execution | Regulatory & Compliance | Policies Implementation | Performance Evaluation | Patient Assessment & Management| Budgeting| Provider Relations| Conduct Mock Survey| Agile Principle & Methodology| Patient Services & Support Solutions| Project Management (PMP, Agile & waterfall)| Microsoft Azure

Key Contributions: 

• Directed the operations of patient support services, ensuring alignment with healthcare regulatory requirements and enhancing access to life-changing therapies for underserved patient populations.
• Led the development and execution of comprehensive strategic plans, driving a 20% improvement in patient outcomes by optimizing patient support workflows and collaborating with cross-functional teams.
• Managed a multi-layered team, mentoring and fostering professional growth across departments, which directly resulted in improved employee retention and overall program success.
• Maintained full P&L responsibility, implementing strategies that contributed to consistent growth and improved operational efficiency.
• Perform fiscal planning, budgeting, and operations management following established fiscal parameters to steer organization growth and monitor overall performance.
• Direct organizational performance improvement activities to ensure staff development and identify training needs.
• Oversee the development and qualifications for professional services and assignment of personnel.
• Ensure accuracy of public information materials and activities to maintain transparency in operations.
• Inform the governing body, staff, and professional advisory group of current organizational, community, and industry trends to stay abreast of patient needs.
• Implement action plans on reports and recommendations provided by any authorized planning, regulatory, or inspection of the agencies.
• Identify areas for staff education and ensure the availability of applicable regulations to staff members, including contractual providers.
• Managing and overseeing JCAHO Accreditation and credentialing (managing and facilitating onsite and virtual audits and surveys)
• Maintain current organizational chart to highlight lines of authority down to patient level.
• Govern agency administrative and leadership functions while overseeing and evaluating satisfaction surveys regarding all patients served.

RELEVANT  CERTIFICATION

Certified Healthcare Regulatory Compliance (CHRC) | Stratford University-Falls Church, VA

Project Manager Professional Certification (PMP)| PMI

EDUCATION & CERTIFICATION

Master of Science in Healthcare Management and Policies | Stratford University - Woodbridge, VA

Bachelor of Science in Healthcare Administration | Stratford University - Woodbridge, VA