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Professional Summary

28 years as a passionate health care professional with progressive leadership experience in a variety of fast-paced health care settings .  Extensive experience recruiting, developing and managing clinical staff, achieving high employee satisfaction and low employee turnover. Expert in evaluating patient care for effectiveness and implementing necessary changes to programs, policies, and procedures. Highly accountable, responsible, and strongly committed to patient wellness and positive health outcomes.

Key Career Achievements
  • Created and launched Assessment & Referral Center for HealthEast Care system; managed 105 inpatient Mental Health and Addiction beds and increased external admissions by 63% over 2017.
  • Created and launched physician assignment workflow.
  • Managed 35 professional staff in the care management department of St. Joseph's, a large urban hospital; ranked in the top 10% of the organization for employee engagement and satisfaction
  • Provided interim leadership in the HealthEast Outpatient Mental Health clinic; during those 8 weeks of leadership, was able to reduce the budget deficit by 15%.
  • Marketed home health care services to physicians, hospitals and nursing homes in a territory that had been abandoned; increased revenue in that territory by $1 million in 1 1/2 years.
  • Grew billable revenue by 500% in the St. Joseph's Emergency Department over the tenure of my first management position at HealthEast.
  • Successfully launched national patient advocacy program for a large biopharmaceutical company; top-ranked advocate nationally every year and was selected to be a regional trainer in 2012
Education and Training
Masters Degree: Social Work University of Minnesota Minneapolis, MN
Bachelor's Degree: Psychology Marquette University Milwaukee, WI
Professional Experience
07/2019 to Current
Outpatient Mental Health Professional Nystrom & Associates, Ltd. Apple Valley/Woodbury, MN
  • Performed individual and family psychotherapy with clients ages 12-21
  • Completed diagnostic assessments and treatment plans as well as all other required documentation
  • Participated in required staff meetings as well as case consultation workgroups
02/2020 to Current
Manager, Social Services Hennepin Healthcare - HCMC Minneapolis, MN
  • Managed 44 Master's level social workers in a fast-paced Level One trauma center
  • Conducted annual performance appraisals for each staff member
  • Accountable for a $3.5 million annual budget; participated in annual budgeting process
  • Led high-level planning meetings for implementing changes to Women's Health service line
  • Collaborated with behavioral health service line to implement suicide risk  screening for all Hennepin Healthcare patients, including ED and medical surgical populations
05/2017 to 02/2020
HealthEast - Director, Assessment and Referral Universal Health Services St. Paul, MN
  • Managed 25 crisis clinicians in the St. Joseph's, St. John's and Woodwinds Emergency Departments
  • Performed crisis psychotherapy assessments with adults and adolescents
  • Determined appropriate level of care based on clinical indicators
  • Provided community resources for patients discharging home
  • Collaborated with community providers for ongoing treatment planning
11/2014 to 05/2017
Manager, Child and Family Services Gillette Children's Specialty Healthcare St. Paul, MN
  • Effectively managed 7 disciplines of 64 staff within one department.
  • Led various committees and workgroups.
  • Increased staff engagement across the department.
  • Built collaborative relationships with staff, peers and executive leaders.
03/2014 to 11/2014
Manager of Social Work University of Minnesota Medical Center/University of Minnesota Children's Hospital Minneapolis, MN
  • Regularly evaluated the performance of 54 direct reports by providing feedback, coaching and corrective action as needed.
  • Provided thorough supervision for day-to-day operations of the hospital in accordance with set policies and guidelines.
  • Evaluated patient care strategies for effectiveness.
  • Minimized staff turnover through skilled recruitment, orientation, training, staff education and development.
  • Developed and managed budget and revenue expectations while actively seeking ways to eliminate or reduce expenses.
  • Conducted performance evaluations for all social work staff.
  • Incorporated evidence-based care into practice environment to ensure high quality care for patients and their families.

01/2011 to 04/2014
Regional Advocate Trainer AbbVie, Inc. (contracted through Quintiles Transnational Corporation) Minneapolis, MN
  • Provided mentorship and training to Patient Advocates in the West Region; acted as lead on training opportunities and team projects nationally at management request
10/2004 to 10/2010
Manager - Care Management (5 years) HealthEast Care System - St. Joseph's Hospital St. Paul, MN
  • Supervised up to 35 professional staff in a 240-bed urban acute care facility; provided social work staffing for all HealthEast hospitals;
  • Participated in several multi-disciplinary committees focused on quality progression of care given the challenges of our current health care environment;
  • Developed business plan for 24 hour on-site social work coverage which was implemented successfully in May 2006;
  • Cultivated relationships in the community as co-chair of the EMACS Leadership group and was integral to the creation of the new Ramsey County Crisis Center which opened in 2012;
  • Provided crisis intervention services to patients seeking services in the Emergency Department, making referrals to numerous mental health agencies in the community.
09/1996 to 03/2002
Account Representative (2 years) In Home Health Roseville, MN
  • Managed current customers to increase profitable revenue;
  • Responded to requests for proposals to develop additional business opportunities;
  • Prospected for new business by calling on physicians, nursing homes, hospitals, managed care companies, attorneys, and conservators in commission-only position
08/1994 to 08/1996
Mental Health/Substance Abuse Case Manager United HealthCare Corporation Golden Valley, MN
  • Performed case assessment of MH/SA services on a pre-certive, concurrent, or retroactive basis in order to determine medical necessity of services being rendered;
  • Educated individual mental health providers and facilities on the managed care perspective within the current health care system;
  • Negotiated rates for inpatient, partial hospitalization, and intensive outpatient services with out-of-network facilities;
  • Performed crisis intervention and linkage with appropriate MH/SA community resources;
  • Participated in product development efforts to better integrate mental health as a function into the identification of high-risk groups of consumers utilizing health care services;
  • Developed in- services for nursing staff around particular mental health care topics such as depression, anxiety, and crisis intervention.
Patient Advocate AbbVie, Inc. (contracted through Quintiles Transnational Corporation) Minneapolis, MN
  • Engaged with psoriasis patients, both virtually and in person, to activate patients to make behavioral change and seek medical care for their condition;
  • Conducted psoriasis disease awareness programs across numerous patient populations;
  • Actively recruited grassroots patients across two sales districts for registration in the Patient Advocate Program;
  • Developed highly successful relationships with 12 sales representatives and their respective district managers in two districts, encompassing 13 states;
  • Built strong relationships with dermatology providers to communicate benefits of the Patient Advocate Program for their patients.
Clinical Social Worker (1 year) HealthEast Care System - St. Joseph's Hospital St. Paul, MN
  • Provided clinical social work services in all four HealthEast hospitals;
  • Facilitated appropriate discharge planning for a frail elderly population by setting up home care referrals, transitional care placements, as well as other community resource referrals;
  • Conducted crisis evaluations in the Emergency Department and billed for clinical services provided;
  • Facilitated family care conferences.
Hospice Medical Social Worker (1 year) In Home Health Roseville, MN
  • Provided emotional support and resources to hospice patients and their families;
  • Completed psychosocial assessments and designed treatment plans to address end-of-life issues;
  • Led multi-disciplinary family care conferences;
  • Trained volunteers regarding grief and loss issues.
Medical Social Worker (2 years) Heartland Home Care &Hospice (formerly In Home Health) Roseville, MN
  • Facilitated community resource linkage in the areas of transportation, housing, meals, home safety, etc.;
  • Provided emotional support and resources to patients and their families;
  • Completed psychosocial assessments and designed treatment plans to address patient's needs;
  • Provided clinical supervision to bachelor's level staff as well as entry level master's degree social workers.
Additional Information
  • Licensed Independent Clinical Social Worker, Minnesota Board of Social Work 09833  12/1994- Present
  • President-Elect for the MN Chapter of the American Case Management Association (ACMA)  2016-2018
  • President for the MN Chapter of the American Case Management Association (ACMA)  2018-2020

This resume is created in 7 minutes.
  • Patient evaluation/intervention
  • Case management
  • Excellent team player and community builder
  • Excellent organizational skills
  • Bilingual in Spanish
  • Time-Management and Organizational Skills
  • Experience with diverse populations
  • Ability to de-escalate clients in another vulnerable emotional state
  • Ability to maintain required clinical records
  • Patient Follow-up
Work History
01/2015 to Current
Eligibility Patient Advocate Expert Global Solutions Sacramento, CA
Assist inpatients and ER patients with completing medi-cal applications and ACA applications with a follow up with the county that they pertain to. Eligibility Specialist not only acts as an advocate for the patient, but also serves as a liaison to other Team members and to client hospital and government agency staff in a collaborative effort to facilitate eligibility coverage for incurred medical expenses. 

06/2014 to 01/2015
Patient Navigator Sacramento Covered Sacramento, CA
Coordinating appointments with providers to ensure timely delivery of diagnostic and treatment services. Maintaining communication with patients, survivors, families, and the health care providers to monitor patient satisfaction with the cancer care experience. Ensuring that appropriate medical records are available at scheduled appointments. Arranging language translation or interpretation services. Facilitating financial support and helping with paperwork. Arranging transportation and/or child/elder care. 
10/2010 to 05/2014
Community Resource Specialist Yolo County Children's Alliance West Sacramento, CA
Support and lead program enrollment staff in executing the scope of work of First 5 Program Contracts. Track activity outcomes, write reports, case manage clients with needs in the community, Assist clients with the application process for Covered California, Medical, Cal Fresh,Kaiser Child Health Plan, Site Coordinator for the VITA Program , prepare tax returns, facilitate financial literacy classes, rent and utility assistance, and other resources in the community. 

07/2009 to 09/2010
Customer Service Advisor Pick & Pull Rancho Cordova, CA
Promote the Pick-n-Pull Safety Culture. Be a team player. Work as a member of the team to help the team achieve its goals. Maintain a high level of integrity. Provide required information to customers as they enter the store. Offer friendly and enthusiastic answers to customer questions. Follow loss prevention, risk control, quality assurance, and proper cash handling procedures at all times. Work as a team towards housekeeping, janitorial, and other duties as assigned by the task list. This can include cleaning tires, carrying batteries, mopping floors, etc. Follow all company policies and procedures. Identify when customer interaction requires assistance from management. Complete sales training and follow the Pick-n-Pull 5 Step Sales Model. Engage in continuous training and education in all areas of the Pick-n-Pull business. Additional duties as assigned.
05/2005 to 01/2007
Tax Technician I Board of Equalization Sacramento, CA
Responds to general information calls at the BOE's toll-free number; responds to basic, routine tax program inquiries that do not require knowledge of auditing standards and regulatory interpretation/debate; clarifies program requirements on a variety of tax program procedures and operations; prints, reviews, faxes and/or mails out duplicate tax returns to taxpayers upon request; utilizes desk reference manual and official Board publications in responding to inquiries; handles the less complex calls from the general public, taxpayers, and private and governmental entities.

   Grant High School, Sacramento, California
  • California Association of Addiction Recovery Resources (CAARR) Completed course 
  • Site Coordinator for VITA (volunteers in income tax assistance)
  • Certified Enrollment Counselor for Covered California

This resume is created in 7 minutes.

Receptionist with capability and experience with a high volume of incoming calls while handling in-person inquiries from clients and colleagues. Flexible and hardworking with the drive to succeed. I am a energetic outgoing people person with one year of experience in high volume office environment. I also consider myself organized and professional with every aspect in my work.

  • Microsoft Office proficiency
  • Excel spreadsheets
  • Time management
  • Professional and mature
  • Resourceful
  • Insurance eligibility verifications
  • Medical terminology
February 2014 to January 2015
Classen Urgent Care - Norman, OK

Responsible for the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

Maintained the front desk and reception area in a neat and organized fashion.Made copies, sent faxes and handled all incoming and outgoing correspondence.Organized files, developed spreadsheets, faxed reports and scanned documents.Created weekly and monthly reports for daily audit cash drawers.

patient advocate for home health
August 2013 to March 2014
HealthCare Innovations - Purcell, OK

Responsible for planning and preparing patient meals, cleaning homes for patients and also assisting with daily hygiene routines.

High School Diploma : Lexington Public Schools OSU-OKC - Oklahoma City, OK, USA

I will be attending OSU-OKC in the Spring of 2015

This resume is created in 7 minutes.
Professional Profile
  • 8+ years in transition coaching specializing in military, military dependents and civilians. Broad expertise in education, finance, employment, relationship issues, separation, pre-separation and retirement guidance.
  • Proven ability to function in a high-pressure, ever-changing environment where attention to detail is critical.
  • Proven relationship builder with excellent interpersonal skills. Exceptional listening skills with ability to effectively communicate in a written and verbal format. Effective communication skills within chain of command protocol.
  • Strong analytical thinker with demonstrated talent in identifying, scrutinizing and improving risk for failure. Innovative problem-solver with extensive judgment and ingenuity to assist clients in focusing on and planning new life pathways.
  • Skilled client advocate. Ability to manage complex client issues. Client-centered crisis management strategies.
Transitional Life Coach 01/2006 to Current Self-Employed Ludowici, GA

Conceptualized, planned, and marketed forward thinking programs that encouraged positive growth during life transitions. Created goal-driven, productive coaching environment that fostered motivation, forward

thinking and movement towards strategically planned goals. Applied sound counseling judgment, ingenuity and persuasiveness in an apathetic manner. Empowered individuals to be responsible and accountable for their present and future by employing research and knowledge based decision making processes. Tracked, and analyzed performance outcomes as established by joint goal-setting. Monitored success and failure ratings through consistent feedback sessions as measured by original goals. Engaged in diffusing techniques to keep clients focused on positive outcomes.

Patient Advocate - Independent Contractor 10/2013 to 08/2014 Kamri Whitehead Garden Grove, CA

Served as liaison between the chain of command, clinical staff and family of SPC Whitehead. Diligently monitored the QA (Quality Assurance) program for this soldier to improve performance and maintain high standards of care. Established and maintained positive relationships with government regulators, residents, other area health care providers, physicians, family and friends of SPC Whitehead. Helped SPC Whitehead develop and manage budget and revenue expectations while actively seeking ways to eliminate or reduce expenses. Monitored infection control procedures to ensure facility-wide health and safety. Reviewed policies, patterns of providers and sanction processes to ensure appropriate care was provided. Observed strict confidentiality and safeguarded all patient-related information. Coached and developed a personal care team for after-discharge continuity of relationships. Incorporated evidence-based care into practice environment to ensure high quality care for SPC Whitehead. Assisted SPC Whitehead in making future decisions that directly impact her continuity of care.

Key Accomplishments
  • Graduated top 1%. Graduated Summa Cum Laude, Magna Cum Laude, and Summa Cum Laude respectively.
  • Implemented an accountability system designed to reinforce current military policies related to civilian sector transitions.
  • Successfully integrated the coaching model into a WTU soldier's transition to the civilian sector.
  • Attained certification in Life Coaching through The American Association of Christian Counselors.
Master of Arts: Human Services Counseling 2015 Liberty University Lynchburg, TN, USA

Honors: Graduate of Distinction, 3.91 GPA, Dean's List

Bachelor of Science: Interdisciplinary Studies - Business/Social Science 2013 Liberty University Lynchburg, NC, USA

Honors: Magna Cum Laude, 3.84 GPA, Dean's List

Associate of Science: Liberal Arts and Science - Business/Social Science 2011 Burlington County College Pemberton, NJ, USA

Honors: Summa Cum Laude, 3.96 GPA, Dean's List, Dorothy L. Brandt Scholar