Natalie J. Leon-Hall
Chino
Summary
Dedicated and results-driven behavioral health professional with extensive experience in crisis intervention, quality management, and program oversight. Skilled in supervising and mentoring staff, facilitating therapeutic groups, and ensuring compliance with HIPAA, Joint Commission, and state regulations. Proficient in implementing behavior performance management techniques, conducting root cause analysis, and utilizing the Plan-Do-Study-Act (PDSA) cycle to drive continuous quality improvement. Adept at managing client intake and discharge processes, developing Quality Action Plans (QAPs), and conducting facility audits. Strong communication and customer service skills, with the ability to train and support teams effectively. Experienced in utilizing multiple Electronic Health Record (EHR) systems and proficient in Microsoft Office Suite.
Overview
11
11
years of professional experience
Work History
Quality Management Coordinator
Discovery Behavioral Health
07.2022 - Current
- Conducted quality reviews and facility audits utilizing the Centers of Excellence review tool to ensure compliance with organizational and industry standards.
- Developed Quality Action Plans (QAPs) to drive facility improvements and provided ongoing guidance and support to facility teams.
- Acted as a liaison between the Clinical Services & Quality Management (CSQM) Department and DBH programs to ensure seamless communication and alignment.
- Trained, assisted, and provided troubleshooting support to facility staff regarding CSQM protocols through email and phone consultations.
- Ensured adherence to organizational policies, procedures, and performance improvement initiatives while maintaining strict confidentiality in accordance with HIPAA and other industry regulations.
- Maintained a comprehensive understanding of HIPAA regulations, Department of Mental Health (DMH) guidelines, Department of Social Services (DSS) standards, and other applicable state and federal regulations.
- Enhanced data gathering, extraction and analysis for diverse workflows and procedures.
B/L Spanish Supervisor
Didi Hirsch
02.2023 - 03.2025
- Supervised crisis counselors during high-risk calls, providing support and conducting safety assessments as needed.
- Offered consultation to crisis counselors to ensure compliance with policies and best practices, while facilitating debriefing sessions to enhance performance.
- Managed and monitored call flow to maintain smooth operations on the Crisis Line.
- Provided performance feedback and input for Spanish bilingual crisis counselors.
- Researched and identified appropriate resources to support callers and assist crisis counselors effectively.
Senior Milieu Manager
Discovery Behavioral Health
08.2021 - 07.2022
- Assisted in the onboarding and training of new managers, providing ongoing mentorship as directed by the Operations Team.
- Ensured compliance with physical plant maintenance standards, licensing requirements, and Joint Commission accreditation.
- Monitored budget expectations, trained managers in budgeting practices, credit card report completion, and fund tracking procedures.
- Oversaw and trained staff on client intake and discharge processes, ensuring adherence to established protocols.
- Maintained a thorough understanding of medication regulations within the region and provided training to staff at all levels to ensure compliance with state guidelines.
- Managed client charts, trained Facility Managers on chart opening, auditing, and timely closure processes.
- Collaborated with the Program Director to hire new counseling staff and trained Facility Managers on effective interviewing techniques.
- Conducted in-depth performance evaluations for counseling staff and guided Facility Managers in mastering the performance review process.
- Managed counseling staff schedules to ensure adequate shift coverage while minimizing overtime.
- Maintained expertise in infection control protocols and trained staff to uphold safety and compliance standards.
Facility Manager
Discovery Behavioral Health
04.2018 - 08.2021
- Collaborated with the Program Director to oversee the residential program by training counseling staff, interviewing prospective hires, and fostering a positive culture aligned with Discovery values.
- Ensured compliance with program regulations, HIPAA policies, and Joint Commission accreditation standards.
- Supported staff supervision by managing schedules and overseeing on-call rotations to maintain smooth program operations.
- Oversaw the intake process for new patients on admission days and conducted chart audits to ensure accurate and timely documentation throughout treatment.
- Evaluated facility operations and personnel for safety and health regulations compliance.
Counselor II/Educational Liaison
Discovery Behavioral Health
12.2016 - 04.2018
- Fostered a supportive and positive environment by serving as a role model, demonstrating professionalism and compassion toward residents, co-workers, and guests.
- Implemented treatment plans developed by the Primary Therapist, providing daily support and utilizing crisis intervention techniques when necessary.
- Facilitated therapeutic groups focused on coping skills, relapse prevention, Dialectical Behavior Therapy (DBT), psychoeducation, life skills, and other evidence-based practices to promote resident growth and well-being.
Procedure Center Family Liaison
CHOC Children's Hospital
03.2015 - 05.2017
- Assisted CHOC staff, families, and visitors arriving to the procedure center
- Provided general information as requested by families and visitors
- Provided assistance as needed in non-medical situations
Behavioral Therapist
Behavioral Health Works Inc.
02.2016 - 02.2017
- Provided direct intervention to children with or at risk for developmental delays or disorders, fostering skill development and behavioral progress.
- Implemented individualized treatment programs designed by the Case Supervisor and Clinical Manager to address specific client needs.
- Collected and documented accurate data during each session to monitor client progress and inform treatment adjustments.
Crisis Intervention Counselor
Project Sister Family Services
01.2014 - 01.2015
- Provided information about reporting an assault and gave referrals to other available services in the community
- Offered support and follow up services to sexual assault or abused survivors at the hospital, police station and court appearances
- Answered calls on the 24-hour hotline
Education
Bachelor of Arts - Sociology
University of California, Riverside
06.2015
Skills
- Customer Service & Communication Techniques
- Behavior Performance Management & Counseling Procedures
- Interviewing Techniques & Child Abuse Prevention
- Nonviolent Crisis Intervention & Suicide Prevention
- Quality Management Systems & Compliance
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Knowledgeable in utilizing the Plan-Do-Study-Act (PDSA) cycle to drive continuous quality improvement and optimize processes
- Proficient in using various Electronic Health Record (EHR) systems with the ability to quickly adapt to new platforms and workflows
- Experienced in conducting Root Cause Analysis (RCA) to identify underlying issues and implement effective solutions
Languages
Spanish
Native or Bilingual
Timeline
B/L Spanish Supervisor
Didi Hirsch
02.2023 - 03.2025
Quality Management Coordinator
Discovery Behavioral Health
07.2022 - Current
Senior Milieu Manager
Discovery Behavioral Health
08.2021 - 07.2022
Facility Manager
Discovery Behavioral Health
04.2018 - 08.2021
Counselor II/Educational Liaison
Discovery Behavioral Health
12.2016 - 04.2018
Behavioral Therapist
Behavioral Health Works Inc.
02.2016 - 02.2017
Procedure Center Family Liaison
CHOC Children's Hospital
03.2015 - 05.2017
Crisis Intervention Counselor
Project Sister Family Services
01.2014 - 01.2015
Bachelor of Arts - Sociology
University of California, Riverside
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