Behind every counseling session and recovery milestone at SMRS is a Quality Assurance team quietly protecting the care upon which our clients depend.
When we think about the life-changing work happening at Social Model Recovery Systems (SMRS), we often picture counselors, case managers, and program staff walking alongside residents/participants on their recovery journeys. What we do not always see is the team working quietly behind the scenes to make sure that care continues without interruption.
That TEAM is QUALITY ASSURANCE!
Our Quality Assurance Representatives review documentation for both outpatient and residential programs every single day. They carefully examine intake packets, service hours, quarterly reviews, and clinical documentation to ensure charts are complete, accurate, and compliant. This work helps prevent billing denials, payment delays, and disruptions that could affect program stability.
Cassandra Magana, Quality Assurance Representative, explains that her goal is to ensure documentation meets required standards so programs can continue operating smoothly. Catching documentation gaps early can prevent significant funding issues down the line. That proactive approach protects not just paperwork, but the continuity of care for the people we serve.
Denise Lozano, Quality Assurance Representative, spends her days reviewing intake packets, completing second reviews, tracking service hours, and working through documentation with strong critical thinking and problem solving. She works hard to stay informed on updates within PCNX and related systems, knowing that requirements are constantly evolving. Denise makes it a point to remind staff that they can call her anytime with questions and often prefers a quick phone conversation over a long email to keep communication clear and supportive. What she values most is the QA team itself. With the support of Viola and Lynetta, she says the team feels like family, where everyone can ask questions freely and be themselves without judgment.
Patricia Loera, also a Quality Assurance Representative, focuses on reviewing intake packets, second reviews, service hours, and responding to emails. Like Denise, she prefers calling staff to explain corrections rather than sending lengthy messages, helping conversations feel more collaborative and less overwhelming. Patricia appreciates how the QA team works closely together and supports one another daily. And yes, she will happily admit the team enjoys cake and potlucks along the way.
Albert Gil, Quality Assurance Representative, reviews intake packets and documentation in PCNX and EXYM while carefully tracking service hours to ensure progress notes are accurate and participants meet required clinical hours. He makes an effort to introduce himself at All-Agency meetings so staff can connect a face to his emails and feel comfortable reaching out. Through his service hours tracking at Mid Valley, he helped the program identify participants who needed to be stepped down to a lower level of care, supporting a more accurate census and stronger clinical oversight. He shares that what he appreciates most about the QA team is the deep respect they have for one another every day.
Nydia Catania, Quality Assurance Representative (senior team member), keeps her communication clear and is mindful of on-site treatment team members. She follows up on corrections, updates tracking systems, and even helps create templates and guides to make documentation feel less intimidating. When possible, she will correct small items herself to help programs move forward more efficiently.
Ira Han, Quality Assurance Representative (senior team member), works closely with admission counselors and clinical leadership to improve chart accuracy and reduce authorization denials. Her focus is to help on-site staff spend more time doing what matters most, supporting residents/participants in treatment. In every message she sends, she reminds staff that she is available to help and that she sees the hard work they put in every day.
Leading the team is Viola Guzman, Quality Improvement Manager. She describes Quality Improvement as constantly looking for ways to make processes better and easier. It is not about blame. It is not about pointing fingers. It is about thoughtful, collaborative improvements that remove barriers and strengthen care. Viola believes deeply that when staff feel supported and safe to raise concerns, real growth happens.
Lynetta Hale, Senior Director of Clinical Services, shares that Quality Assurance ensures we utilize evidence-based best practices in treating individuals from vulnerable populations living with substance use disorders, mental health conditions, and other co-occurring challenges. QA helps SMRS remain compliant with regulatory and funding requirements while tracking outcomes that keep our programs strong and accountable. The QA department improves billing processes, decreases denials, and supports a healthier financial future for the organization. That stability allows SMRS to expand programs, implement improvements, and continue serving more individuals in need.
Over the past two years, the QA team has grown significantly, strengthening service hours compliance and supporting program stability across the agency. They work together like a well-oiled machine, combining professionalism, compassion, and even a lively sense of humor. They may joke about liking cake or pineapple on pizza, but their commitment to excellence is no joke.
Quality Assurance is not about catching mistakes. It is about protecting care. It is about making sure our doors stay open. It is about ensuring that every individual who comes to SMRS can continue receiving the support they need.
This March, we recognize and celebrate our Quality Assurance team for the steady, thoughtful work they do every day to keep our mission strong and our care consistent.
