Michelle Majors

Michelle Majors Regional Clinic Support Staff Supervisor

Kaiser Permanente


Graduating Class: 2016

Industry: Business Management & Administration


“The most powerful leadership tool you have is your own personal example”​ (John Wooden). My passion is motivating, teaching, and growing individuals both professionally and personally. My leadership skills include project management, strategic planning, and process improvement. I enjoy serving my community. I actively volunteer at Project Angle Heart, Gateway Women’s Battered shelter, Kaiser Cares projects. My personal leadership style is one that incorporates collaboration and team thinking. I am a servant leader and think it is important to lead within and from behind a group. I am always looking at growth opportunities to helped sharpen my tools as a leader and to expand my professional network.


Regis University
Degree Name Master’s Degree Field Of Study Organizational Leadership and Management
Dates attended or expected graduation 2015 – 2017

The Master of Science in Organization Leadership degree (MSOL) explores leadership and management from a strategic perspective while offering an opportunity to cultivate the skills to think critically, create vision based on ethical values, discern the future, take risks and institute change within an organization.

Leadership Foundation of Colorado
Urban Leadership Foundation of Colorado
Field Of Study Leadership and Advancement Training
Dates attended or expected graduation 2016 – 2016

The Urban Leadership Foundation of Colorado offers a wide range of leadership training which includes our flagship program, Chamber Connect. Our programs and events are designed to help individuals become more well rounded, effective and influential leaders in the areas of business, politics and community service.

Metropolitan State University of Denver
Degree Name Bachelor’s Degree Field Of Study Human Services; Mental Health and Counseling
Dates attended or expected graduation 2011 – 2013

Department Mission Statement
The Department of Human Services at Metropolitan State University of Denver prepares students to become competent, self-reflective practitioners in the delivery of human services. At the core of the curriculum is an emphasis on experiential learning both in the classroom and through intensive field experience. The department is committed to supporting students to develop high ethical standards and cultural sensitivity while becoming agents for positive change in people’s lives and in their communities.


Behavior Health Clinic Support Supervisor
Company Name Kaiser Permanente
Dates Employed Dec 2016 – Present Employment Duration1 yr 10 mos
Location Greater Denver Area
Provides direct supervision over Behavior Health Clinical Support Staff at all three locations. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures departmental compliance with Kaiser Permanente’s Principles of Responsibility and policies and procedures, and applicable regulatory requirements and accreditation standards. Responds appropriately, including required reporting, to observed fraud or abuse.

Essential Functions:
• Ensures that appropriate service levels, compliance standards, protocols and procedures are met.
• Monitors productivity of the staff especially as it relates to quality, regulatory and compliance issues and reports this to the manager.
• Utilizes computer tools to monitor and manage contact center operations.
• Supervises assigned staff to include interviewing, selecting, training, motivating, evaluating, counseling, disciplining and terminating in compliance with EEO/AA goals and personnel policies of the organization. Is a resource to staff and other internal and external customers.
• Assists with overall budgetary management and fiscal responsibility.
• Participates in department quality assurance activities and recommends actions that will improve quality.
• Handles special member concerns that are beyond the scope of the contact center staff and triages issues that would be appropriate for the manager to address.
• Reports department activities to the Contact Center Manager on a routine basis. Performs other duties as developed or recommended by Contact Center Manager.
• Maintains current information and knowledge of all applicable Kaiser policies, local, state and federal laws and regulations, and accreditation standards.
• Ensures that the training activities incorporate all applicable KP policies, local, state and federal laws and regulations, and accreditation standards.

Organizational Development Consultant
Company Name Memorial Hospital – University of Colorado Health
Dates Employed Aug 2016 – Dec 2016 Employment Duration5 mos
Location Colorado Springs, Colorado Area
Applies knowledge of adult learning principles to teach various types and formats of learning content. Works collaboratively with management and subject matter experts to assess learning/performance needs and to develop appropriate training solutions. Develops teaching outlines and selects or develops teaching aids as appropriate. . Updates curricula with new materials and content as appropriate. Monitors course participants’ progress throughout assigned courses. Conducts post-training evaluations and analyzes results. Facilitates New Employee Orientation for employees in the south region. In addition facilitates classes to improve the skills and tools employees use in the work place.

Kaiser Permanente
Company Name Kaiser Permanente
Total Duration3 yrs
Edit position Labor and Management Partnership Training Consultant
Title Labor and Management Partnership Training Consultant
Dates Employed Dec 2014 – Jul 2016 Employment Duration1 yr 8 mos
Location Aurora, CO
Partners with LMP Learning and Program Development Lead Consultant to monitor Unit Based Team (UBT) and Labor Management Partnership (LMP) training to ensure successful implementation of Partnership programs. Contributes to the development and integration UBT and LMP training plan into existing KPCO learning strategy for all new and current employees.

Edit position Behavioral Health Representative
Title Behavioral Health Representative
Dates Employed Aug 2013 – Jul 2016 Employment Duration3 yrs
Location Kaiser
Booking appointment for patients for both routine & crisis in departments of Chemical dependency, Memory clinic, Eating disorder, Mental health, and Psychiatry . Managing Providers Schedules and managing their messages to and from patients. Training new team members on daily workflows.
Triage all incoming mental health, chemical dependency, and eating disorder calls, both routine and crisis using general templates in HealthConnect, which provides information that goes into each member’s electronic chart. Books new and return appointments for mental health, chemical dependency, and eating disorders. Checks cancellation line several times per day for mental health and eating disorders, and notifies clinicians of all cancelled appointments through HealthConnect. Contacts patients to remind of upcoming appointments, as well as when needing to cancel and reschedule appointments.Under minimal direct supervision, performs a variety of clerical and reception duties, as well as scheduling appointments for members visiting the mental health facility. These procedures are done according to practice, routine, and established guidelines. Makes members/patients and their needs a primary focus of one’s actions; develops and sustains productive member/patient relationships. Actively seeks information to understand member/patient circumstances, problems, expectations, and needs. Builds rapport and cooperative relationship with members/patients. Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems.