Andrea Workman
North Augusta
Summary
Dedicated and versatile healthcare professional with over a decade of service in various healthcare settings. Skilled in software technology, employee training, medical terminology, care transition management, customer service satisfaction, insurance prior authorization, targeted case management, intake coordination, and crisis intervention. Innate ability to relate to clients using effective, multifaceted communication, and creative, problem-solving skills.
Overview
12
12
years of professional experience
Work History
Supervisor of Clinical Administration
Optum - United Health Group
2022.11 - Current
- Oversees performance of a team of 22 HouseCalls Care Connectors
- Responsible for assisting the HouseCalls management in the day-to-day operations of the HouseCalls Clinical Support Team
- Ensures adequate daily staffing coverage and monitors attendance activities of assigned direct reports
- Participates in recruitment, interviewing, and hiring processes
- Monitors departmental quality including adherence to scripting and non-clinical limitations to pre-visit assessments
- Assists management with departmental policy development and documentation and ensures distribution, delivery, and implementation
- Utilizes monthly dashboards in Power BI, quarterly reports, and other reports as needed to ensure end-user colleagues are executing the daily work mandates as required to serve internal and external service levels and metric targets
- This includes holding 1:1 performance management sessions with direct reports twice per month
- Direct day-to-day operations with pre-visit care connectors assigning and coaching individuals as needed, to ensure service level and quality standards are met
- Encourages care connectors to participate in company ERGs, assigns relatable courses in Linked In Learning to promote professional development and growth.
Director of Social Services
The Reserve at Richardson
2021.03 - Current
- Responsible for advocating for 50+ clients on a weekly basis, utilizing crisis intervention techniques and care transition management
- Facilitated/scheduled 10 + family care plan meetings weekly
- Coordinated discharge planning for 30 + patients monthly
- Prearranged post discharge needs for patients/families with varying levels of case complexities
- Oversaw grievance program with 100% customer service satisfaction rating
- Responsible for ensuring resident psycho-social well-being through individualized counseling services
- Advance Directive Planning
- Adhered to all Centers for Medicare and Medicaid Services regulations/guidelines regarding healthcare facilities.
Senior Clinical Administrative Coordinator
United Health Group, Optum House Calls
2022.05 - 2022.11
- Responds to 20+ DSNP member interactions per day, giving detailed, personalized, and professional service to ensure customer retention and satisfaction
- Cultivates in-depth medical profiles for >15 members by applying various soft skills while documenting information into the electronic medical record system (eHouseCalls)
- Precepts newly hired Care Navigators with instruction in operating eHouseCalls, Interaction Scripter, Interaction Connect, XL Care, GPS, SIP Soft Phone, and IEX Workforce Management
- Instructs new hires on how to accurately and efficiently conduct Pre-Visit Assessments while exhibiting exceptional customer service
- Educates trainees on navigating and problem-solving for technical glitches
- Adheres to all UHG HIPPA Policy and Procedures
- Collaborates with team members on best practices for members and providers.
Social Services Director
On Pointe Transitional Care
2019.07 - 2021.03
- Responsible for advocating for 85 + clients weekly, utilizing crisis intervention techniques and care transition management
- Facilitated/scheduled family care plan meetings for 20 + patients
- Coordinated discharge planning and prearranged post discharge needs for patients/families with varying levels of case complexities
- Trained 5 physicians to sign documents electronically in E Mar(Matrix)
- Oversaw grievance program by ensuring 97% customer service satisfaction
- Reduced previous year's Social Service's CMS violations to zero within first two months of hire date
- Responsible for ensuring resident psycho-social well-being through individualized counseling services
- Advance Directive Planning
- Adhered to all Centers for Medicare and Medicaid Services regulations/guidelines regarding healthcare facilities.
Director of Social Services
Wesley Commons
2014.10 - 2019.11
- Responsible for advocating for clients, utilizing crisis intervention techniques and care transition management
- Reduced previous year's DHEC(Department of Health and Environmental control) code violations' by 88% within first 8 months of hire date by maintaining accurate documentation including admissions, quarterly, annual, level of care change, and discharge notes
- Adhered to all Centers for Medicare and Medicaid Services regulations/guidelines regarding healthcare facilities
- Conducted/facilitated monthly resident council meetings
- Managed resident's petty cash accounts
- Facilitated/scheduled family care plan meetings
- Coordinated discharge planning
- Served as Admissions Coordinator
- Decreased employees and patient/family complaints by 50% within one year, after implementing creative strategies to resolve noted issues
- Advance Directive Planning
- Responsible for ensuring resident psycho-social well-being through individualized counseling services.
Social Worker
SELF REGIONAL HEALTHCARE
2012.11 - 2014.10
- Responsible for ensuring safe discharge planning of long-term patients
- Maintained open communication with physicians and nursing staff regarding patient needs
- Directed educational seminars for staff to ensure adherence to all state and federal laws regarding Medicaid and Medicare
- Determined patient eligibility status for medication assistance programs such as Welvista and Access Health
- Prearranged post discharge needs for patients/families with varying levels of case complexities
- Responsible for maintaining accurate patient information in Excel Spreadsheet
- Ensured employee knowledge of community resources such as transportation, diagnoses-specific support groups, and medical prescription assistance.
Education
BACHELORS OF SCIENCE - PSYCHOLOGY
Lander University
Greenwood, SC06.2008
ASSOCIATES OF ART - PUBLIC SERVICES
Piedmont Technical College
Greenwood, SC05.2005
Skills
- Mental Health Experience
- Case management
- Public Speaking
- Training and mentoring
- Social Work
- Meeting Facilitation
- Crisis Intervention
- Goal-Oriented
- Staff Management
- Microsoft Office
- Project Management
- Writing Skills
- Research
- Marketing
- Documentation
- Human Resources/Marketing
- Employee Motivation
- Staff Development
Timeline
Supervisor of Clinical Administration
Optum - United Health Group
2022.11 - Current
Senior Clinical Administrative Coordinator
United Health Group, Optum House Calls
2022.05 - 2022.11
Director of Social Services
The Reserve at Richardson
2021.03 - Current
Social Services Director
On Pointe Transitional Care
2019.07 - 2021.03
Director of Social Services
Wesley Commons
2014.10 - 2019.11
Social Worker
SELF REGIONAL HEALTHCARE
2012.11 - 2014.10
BACHELORS OF SCIENCE - PSYCHOLOGY
Lander University
ASSOCIATES OF ART - PUBLIC SERVICES
Piedmont Technical College
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