Marsa Fares
Philadelphia
Summary
Results-oriented Quality Improvement and Healthcare Administration professional with 7 years of experience leading data-driven initiatives to enhance clinical quality and operational efficiency. Managed cross-functional projects and analyzed complex healthcare data to implement sustainable performance improvements. Expertise in continuous quality improvement, quality assurance, and process optimization.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Complaints & Grievances Specialist / Quality Management
Community Behavioral Health (CBH)
Philadelphia
09.2019 - Current
- Lead end-to-end investigation and resolution of member complaints and grievances in accordance with regulatory and contractual requirements.
- Analyze grievance and appeal data to identify trends, systemic risks, and opportunities for quality improvement.
- Conduct quality assurance reviews of records, workflows, and documentation to ensure compliance with internal policies and external regulations.
- Partner with providers, clinical teams, and operations leadership to implement corrective actions and prevent recurrence of quality issues.
- Track resolution outcomes and performance indicators to support data-informed decision-making and continuous improvement initiatives.
CME/CE Outcomes Coordinator
Physicians' Education Resource
Cranbury
08.2017 - 05.2019
- Managed outcomes evaluation for accredited CME/CE programs, ensuring compliance with ACCME standards and enhancing program quality.
- Analyzed pre- and post-education evaluation data to assess effectiveness and identify improvement opportunities.
- Developed outcome reports and summary dashboards, effectively communicating performance trends to leadership for informed decision-making.
- Conducted internal audits of educational activities, grants, and disclosures, supporting continuous accreditation maintenance and risk management.
Support Coordinator
Cedar Woods Care Management
Philadelphia
07.2015 - 08.2017
- Managed caseload of 150+ participants, ensuring effective delivery of home and community-based services.
- Conducted in-home assessments and monitored individualized service plans, enhancing quality outcomes and regulatory compliance.
- Audited records and workflows, ensuring adherence to state and Medicaid regulatory requirements.
Education
Master of Health Administration -
Saint Joseph's University
Philadelphia, PABachelor of Science - Public Health
Temple University
Philadelphia, PASkills
- Regulatory Compliance & Audits
- Quality Improvement (CQI & Process Improvement)
- Performance Monitoring & Program Evaluation
- Data Analysis & KPI Development
- Project Management
- Change Management & Stakeholder Communication
Certification
• National Association for Healthcare Quality (NAHQ)
Additional Information - Language
Arabic (Fluent - speaking)
Timeline
Complaints & Grievances Specialist / Quality Management
Community Behavioral Health (CBH)
09.2019 - Current
CME/CE Outcomes Coordinator
Physicians' Education Resource
08.2017 - 05.2019
Support Coordinator
Cedar Woods Care Management
07.2015 - 08.2017
Master of Health Administration -
Saint Joseph's University
Bachelor of Science - Public Health
Temple University