Josh Jordan has over 15 years of experience in project management, administrative support, quality assurance, and compliance roles. He is currently the Quality Assurance & Compliance Manager at Community Solutions, where he develops quality improvement systems, assesses organizational processes, and ensures regulatory compliance. Previously he held roles with increasing responsibility at Community Solutions and Foot Action USA. He has strong skills in process improvement, data analysis, computer applications, and training development.

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PO Box 1056, Campbell, CA 95009
Josh_Jordan@FastMail.Fm / Mobile# 408.410.1944 / Fax# 1.866.596.0961/ LinkedIn.com/in/j0shj
CAREER TARGETS:
PROJECT MANAGEMENT AND COORDINATION
Outcome-driven professional with experience in facilitating intra-agency projects as well cohesive endeavors with external agencies
collaborating on achieving desired outcomes for specific population demographics. Able to effectively communicate through the use of
active listening and being solution oriented. Strong organizational and customer service skills with the ability to independently plan and
direct business affairs. PC proficiency in Microsoft Office 2010 and proprietary software systems, including UniCare and HMIS.
OFFICE ADMINISTRATIVE MANAGEMENT & SUPPORT
Performance-driven administrative professional with experience in facilitating support services and office management. Strong
organizational, customer service and communication skills with the ability to independently plan and direct business affairs. Trusted
advisor, liaison, and assistant.
Core competencies include:
Business Communications / Customer Service / Process Development and Implementation
Integrated Computer Applications / Digital File Management / Office Reception Operations and Processes
Development of Training Materials and Protocols / Facilitation of Employee Trainings
PROFESSIONAL EXPERIENCE
COMMUNITY SOLUTIONS – Morgan Hill, CA (January 2004 – Present)
Quality Assurance & Compliance Manager (September 2011 – Present)
Promoted to Quality Assurance & Compliance Manager, responsibilities include:
 Assess organizational systems, standardize operational practices, and develop data collection systems designed to produce
accurate and performance-related reports; ongoing monitoring and analysis of Santa Clara County Mental Health
Department (SCCMHD) UniCare and Homeless Information Management System (HMIS) data
 Receive, process and resolve complaints, grievances, subpeonas and incident reports; provide summary analysis
 Implement continuous improvement systems, work with internal staff as well as external professionals to modify and
improve practices in response to regulatory, accreditation, and best practices
 Lead peer review audits and preparation for MediCal documentation audits by all county, state, and federal regulatory
entities in collaboration with Medical Director and respective Program Directors
 Oversee management, completion, storage, monitoring, and compliance review of clinical documentation/medical records
Key Contributions
Audit Compliance Excellence – Developed, coordinated, and implemented pre-audit chart review process which facilitated
collaboration with Program Directors, Billing Department, and line-staff that has produced audit compliance scores no lower
than 95% since its inception in 2007; restructured pharmacy audit preparation protocol resulting in 85% compliance
Site Certifications – Facilitated preparation and successful certification of multiple treatment site reviews focusing on
regulatory compliance, configuration, safety, and security of property, staff, and consumers of services
Standard Operating Procedures – Developed standard operating procedures process and implemented across multiple
agency departments
Chair of Compliance Committee
Quality Improvement Administrator (September 2006 –September 2011)
Promoted to newly created position, aimed at developing and implementing new systems, procedures, resources, and reports that
have since proven to increase agency efficiency. Responsibilities entailed:
 Working directly with Executive Management, QI Director, Program Directors, and line-staff to address operational areas
of concern as well as creating customized solutions that meet programmatic, departmental, and organizational needs
while accommodating the varying technological skill levels
 Developing reference materials and methods to perform analysis of resources
 Providing request-based, treatment-related documentation to external parties in adherence to Santa Clara County Mental
Health Department (SCCMHD) and Health Insurance Portability and Accountability Act (HIPAA) guidelines.
 Providing back-up support to QI Director as well performing administrative duties such as phone reception, scheduling of
appointments, and preparing charts for clients with psychiatric appointments.

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Quality Assurance & Compliance Administrator (continued)
Key Skills Required & Obtained
Versatility to develop processes and systems that are beneficial to employees with varying levels of authority and responsibility;
complex problem solving skills; developed independent Internet research skills; elevated aptitude of Microsoft applications which
has allowed manipulation and customization, as needed
Key Contributions
Implementation of Electronic Fax – Researched, developed, and provided oversight to the agency-wide process, resource,
and system implementation of electronic fax technology; initial projected benefits include reducing overhead costs, eliminating
opportunities for system breakdowns, and increasing efficiency
Utilization Review (UR) Tracking System – Led the design and transition from a manual UR system to a spreadsheet
tracking of all MediCal documentation with timelines denoted and required actions indicated for compliance
Electronic Forms Development – Independently created template forms to maximize staff productivity and information
accessibility using Microsoft Word and Microsoft Excel
Agency-wide E-mail Implementation – Coordinated multiple aspects of successful agency-wide e-mail implementation
and performed Active Directory Administrator responsibilities of adding, updating, and deleting staff
e-mail login accounts and passwords
Administrative Support II (January 2004 – September 2006)
Performed simultaneous duties of front-office receptionist as well as data entry billing clerk. Responsibilities included:
 Phone reception for all inquiries and scheduling of psychiatry appointments
 Customer service for all clients and visitors
 Fee collections from agency property rental tenants
 Monitoring occupancy and availability of multiple meeting-rooms by generating weekly meeting-room schedules
 Daily data entry of an average of 300 Services Rendered Forms (SRD) into Santa Clara County Unicare Medical Billing
System; generating and performing data entry for annual service update forms
 Organizing and filing billing-related documents
Key Skills Required & Obtained
Sensitivity to issues of cultural diversity and the ability to effectively communicate with people of various backgrounds; ability to
multi-task and take proactive initiative; competency to cultivate simple yet effective solutions based on deficiencies observed
during performance of assorted tasks and processes.
Key Contributions
Overhead Cost Reduction – Reduced the need of admin staff support by 33% through the implementation of efficient time-
saving systems and processes
Organizational Systems Development – Created and maintained a system for organizing and storing billing-related
documents that reduced time needed for completing data entry by 50%
FOOT ACTION USA - San Jose, CA (October 2000 to January 2004)
Senior Assistant Manager (June 2003 – January 2004)
Primary responsibilities included
 Generating employee schedules to ensure all sales goals were met within the allotted dollar amount specified for wages
 Validating cash and sales reconciliation as part of both store opening and closing procedures
 Preparing and delivering bank deposits
 Creating merchandise visuals to increase consumer presence and sales
Key Skills Required & Obtained
Capability of executing company objectives by managing and delegating responsibilities, taking initiative to create more proficient
systems; ability to accommodate the various ways in which people learn by developing multiple training and presentation methods
Key Contributions
Streamlined Processes – Significantly reduced time required for setting up merchandise displays by developing template
schematics for merchandise visuals
Previous Positions Held:
Stockroom Supervisor (March 2001 – June 2003)
Sales Associate (October 2000 – March 2001)