Lisa Lennon
Wexford
Summary
Adept at operations management and fostering a client-focused environment, I significantly enhanced team performance and client satisfaction at Pittsburgh Mercy. Leveraging skills in conflict resolution and regulatory compliance, I developed impactful protocols and streamlined processes, achieving notable improvements in service delivery and team efficiency.
I am a team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. I have demonstrated success in managing teams, overseeing project execution, and adapting to dynamic work environments. I am known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
23
23
years of professional experience
Work History
Team Lead
Pittsburgh Mercy
04.2010 - Current
- Supervised day to day operations for community based housing program.
- Provided oversight to team members, providing direct care to clients with serious and persistent mental health issues.
- Managing scheduling needs of the staff and program, coordinating coverage of open shifts with casual pool staff when needed.
- Developed and implemented protocols, policies, and procedures to optimize the daily operations of the program.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
Service Coordinator
Pittsburgh Mercy
12.2008 - 04.2010
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and treatment team members.
- Supervised busy caseload, managing clients, balancing workload and prioritizing client needs.
- Managed caseloads effectively, prioritizing urgent cases and ensuring timely followups.
- Implemented evidence-based practices to improve overall effectiveness of mental health services provided to clients.
- Maintained accurate case records, ensuring confidentiality and compliance with relevant regulations.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Collaborated with community organizations to enhance available mental health resources for clients in need.
- Monitored client progress through regular evaluations, adjusting treatment plans as needed for optimal results.
Mental Health Counselor
Pittsburgh Mercy
11.2006 - 12.2008
- Provided direct care to adults with serious and persistent mental healh illnesses. in personal care home setting. Care included medication administration and observation, meal assistance, crisis intervention, transportation to appointments, socialization and community outreach.
- Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
- Used advanced counseling skills and evidence-based practices to establish goals and treatment plans with patients.
- Observed and monitored client behavior and responses to treatment.
- Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
- Completed one-on-one counseling with broad range of clients suffering from various diseases and issues.
- Provided crisis intervention services during emergencies, deescalating situations and connecting individuals with appropriate resources for ongoing support.
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Improved patient treatment outcomes by conducting thorough assessments and developing customized treatment plans.
- Developed individualized goal-setting tools to empower patients in taking ownership of their progress towards improved mental health.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
- Completed trainings in person home administration.
- Developed and implemented an organizational process for annual licensing audits that maximized efficiency and accuracy in the materials needed for annual audits. This system was implemented in all personal care homes within the agency and is still utilized currently.
- Served as an advocate for clients within various systems including healthcare providers, insurance companies, educational institutions.
Manager
Betsy Ann Chocolates
05.2002 - 12.2005
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Bachelor of Science - Psychology
University of Pittsburgh
Pittsburgh, PA12-2005
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Process improvement
- Complaint resolution
- Operations management
- Regulatory compliance
Timeline
Team Lead
Pittsburgh Mercy
04.2010 - Current
Service Coordinator
Pittsburgh Mercy
12.2008 - 04.2010
Mental Health Counselor
Pittsburgh Mercy
11.2006 - 12.2008
Manager
Betsy Ann Chocolates
05.2002 - 12.2005
Bachelor of Science - Psychology
University of Pittsburgh
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