
                                Marc Andrews
              1969 SW PARK AVE, #904  .  PORTLAND, OREGON 97201
                        rmarc@msn.com  .  503-703-9833

                         Senior Operations Executive


               Clinical Operations  /   Behavioral Health Care

Senior-level manager with a strong background in social work and  behavioral
health  care  management.  Experience  managing  all  aspects  of   clinical
operations spanning a wide  array  of  social  services.  Proven  leadership
talents;   experienced   at   recruiting,   training   and   hiring   large,
multidisciplinary teams. Expertise planning  and  executing  the  full  life
cycle  of  multiple   behavioral   health   care   projects   and   programs
concurrently.  Skilled  at  building  coalitions  amongst   cross-functional
teams,  management  and  outside  vendors.  Outstanding  written  and   oral
communication skills;  Extensive  list  of  publications  and  presentations
available upon request.
OPERATIONS AND MANAGEMENT STRENGTHS:
|VISIONARY LEADERSHIP & TEAM BUILDING|Strategic Planning & Implementation |
|                                    |                                    |
|Cost Reduction and Avoidance        |Budget Administration / Management  |
|Quality Reviews / Metrics           |Operations Analysis / Process       |
|Recruiting & Staffing Initiatives   |Redesign                            |
|                                    |Staff Development Programs          |


Professional Experience

PROTOCALL SERVICES INC. - PORTLAND, OREGON
Director of Clinical Operations (2007 to Present)
Manage all aspects of daily call center operations. Contribute to  strategic
planning as key member of  senior  management  team.  Supervise,  train  and
mentor a team of seven clinical supervisors and a 70-member clinical  staff.
Plan and manage an annual operational staffing budget of over  $2M.  Conduct
internal and external clinical  quality  reviews  and  monitor  call  center
metrics to ensure operations and staff meet high quality  standards.  Manage
strategic relationships with over 300 accounts.
    - Steered implementation of a Web-based performance evaluation program
      for use in conducting focal reviews.
    - Established a workforce management program to improve staff scheduling
      and forecast call volume, resulting in a 15% increase in departmental
      productivity.
    - Spearheaded development and implementation of several new operational
      policies and procedures.
    - Orchestrated design and development of on-call project that reduced
      staff workload by 40 hours per month.
    - Played key role in performance increase from 77% to 90% through design
      and implementation of a 6-month operational plan.
    - Drove upgrade of forecasting call volume processes to 45,000 calls per
      month.

Family Services of Western Pennsylvania - Pittsburgh, Pennsylvania
Director, Point of Entry / Case Manager (1999 to 2006)
Oversaw all aspects  of  multiple  agency  services  including  both  direct
service and technical support functions. Managed twelve programs with  total
revenue of over $2M. Worked  closely  with  12  schools  /  universities  in
oversight of internship programs. Supervised  teams  of  up  to  20  interns
annually. Facilitated monthly intern seminars. Provided  clinical  care  for
mobile crisis program spanning nine community mental health centers  county-
wide. Authored  and  compiled  field-based  training  manual  for  new  case
managers.
    - Steered design and development of a Pay for Performance structure,
      increasing net surplus by over 857%.
    - Successfully completed the full life cycle of several key projects
      including development of agency wide chart audit and utilization
      review systems and design / development of a student internship
      program.
    - Played key role in expanding Community Outreach through Resources &
      Education (CORE) program.
    - Established performance evaluation strategy that focused on core
      competencies of case management practice.
    - Introduced quality improvement outcome measures for all programs to
      ensure adherence to United Way requirements; results were utilized for
      RFPs, quality improvement and program licensure.
    - Drove design and development of a joint venture RFP to provide four
      community care mental health centers with the ability to provide
      county-wide services.

Allegheny East MH/MR Center, Inc. - Pittsburgh, Pennsylvania
Director, Outpatient and Managed Care Services (1997 to 1999)
Directed adult and children's outpatient services program. Recruited,  hired
and managed 15 Masters-level  therapists  and  support  staff.  Planned  and
managed all functions relating to case intake/assignment and  managed  care.
Coordinated credentialing  of  all  clinical  staff.  Facilitated  community
outreach initiatives. Developed and managed student internship  program  and
chaired student intern committee. Supervised  up  to  20  interns  annually.
Championed development and implementation of clinic's  computerized  medical
records.
    - Steered implementation of managed care service.
    - Instrumental in planning and execution of for-profit outpatient site
      startup.
    - Successfully completed all programs under budget.

Psychiatric PC - Pittsburgh, Pennsylvania
Director of Planning and Marketing (1996 to 1997)
Oversaw a team of three Psychiatrists, five clinical staff and  three  front
desk staff  in  development,  execution  and  promotion  of  the  practice's
services. Coordinated planning and implementation of  short-term  and  long-
range strategies based  on  the  practice's  goals  and  growth  objectives.
Designed and managed marketing plans and programs.
    - Drove design and development of procedures and controls to promote
      communication and improve information flow.
    - Facilitated regular evaluations of overall operations, preparing
      detailed reports on results for delivery to president.

                              **     ***     **
    Additional experience as Director of Patient Management for InterCare
    Behavioral Health Care Systems; Director of Clinical and Managed Care
  Services and Managed Care Coordinator for The Lytle Group; Adjunct Field
   Instructor for the Mandel School of Applied Social Sciences; as well as
    roles as a Drug & Alcohol Therapist and Emergency Room Social Worker.

Education and Credentials
MASTER OF SCIENCE IN HEALTH CARE POLICY AND MANAGEMENT  (  CARNEGIE MELLON
UNIVERSITY - PITTSBURGH, PA
 . Major in Health Systems
Master of Social Work (Clinical)  (  University of Pittsburgh - Pittsburgh,
PA
 . Major in Health/Mental Health w/ minor in Industrial Social Work
Bachelor of Arts  (  St. Bonaventure University - St. Bonaventure, NY
 . Major in Psychology w/ minor in Philosophy & Theology
Certificate in Gerontology (in progress)  (  University of Pittsburgh -
Pittsburgh, Pennsylvania
Human Services Executive Academy  (  University of Pittsburgh - Pittsburgh,
Pennsylvania
Certificate, University of Michigan Executive Management Institute in
Nonprofits Management

Professional Development & Licensure
 . PA state Licensed Social Worker
 . OR state Licensed Social Worker
 . Academy of Certified Social Workers Certification
 . Labor and Industrial Social Work Certification
 . Certified Mediator
 . Certification in Advance Treatment of Sexual Abuse Survivors
 . Certified Gestalt Psychotherapist
 . Certified Cognitive Therapist
 . Certified Addiction Counselor

PRESCREEN INFORMATION 
(Where Q is question, ANS is answer and SC is score)
Q1	Have you ever been employed at the University of Michigan?
ANS	No
SC	1
Q2	Please enter your UMID number if known, otherwise enter &quot;none&quot;.
ANS	None
SC	0
Q3	Are you currently eligible to work in the United States of America?
ANS	Yes
SC	1
Q4	Will you now or in the future require University of Michigan visa sponsorship for continued employment in the USA?
ANS	No
SC	1
Q5	Are you aware of any potential conflicts of commitment (such as an outside job you would maintain if hired) or conflicts of interest (such as a current contract you hold with the University)?
ANS	No
SC	1
Q6	If you answered &quot;YES&quot; to the previous question, please note any information regarding the conflicts of which the University should be aware. Otherwise enter &quot;none&quot;.
ANS	none
SC	0
Q7	Are you aware of any relatives working in the department for which you are applying?  If so, please note the name and relationship of the relative, otherwise type &quot;none&quot;.
ANS	none
SC	0
Q1	Have you ever been convicted of a misdemeanor or felony?
ANS	No
SC	1
Q2	Do you have any felony charges pending?
ANS	No
SC	1
Q3	If you answered &quot;YES&quot; to either of the previous questions, please provide dates, places, charges and disposition (outcome) of all convictions.  If you answered &quot;NO&quot;,enter &quot;none.                   

NOTE:  A yes response does not automatically disqualify a job applicant from further consideration.  Each applicant is evaluated individually based on a number of factors including the nature of the crime, how long ago the crime and/or release from incarceration occured, whether a sufficient work record has been established since the crime and/or release from incarceration and the position applied for.
ANS	none
SC	0
Q4	Do you certify that the information you are providing is true and accurate?
ANS	Yes
SC	1
[ TOTAL SCORE :7]
RESULT : PASSED 
