Experience

Integrity Hospice

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Director Of Patient Care Services

  • Jul 2018 - Present



UBC: An Express-Scripts Company Overland Park, KS

• Overland Park, KS

• RN Supervisor , Clinical

  • Apr 2002 - Present



UBC

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Supervisor, RN Clinical Contact Center Operations

  • Apr 2006 - Dec 2017

  • Monitor operational contact center performance relating to Operations metrics, Quality measures, Contractual requirements, Execution of policies and procedures and Clinical appropriateness. • Monitor the daily administration of clinical programs, including application of medical policy, utilization management processes and practices while remaining compliant with contractual and regulatory requirements. • Serve as a point of escalation for issues requiring a higher degree of expertise or discretion to resolve • Provides department leadership in the area of staff performance including mentoring, auditing, productivity monitoring and coaching for success. Corresponds with management on employee/HR issues to the company • Analyze reporting data trends within team relative to quality to ensure efficiency and productivity requirements are maximized. Provide feedback to team related to productivity and efficiency • Continual identification of operational opportunities to gain efficiencies, improve process and workflow and develop best practices • Acts as a resource for technical and clinical questions from internal and external customers and staff members and provides problem resolution • Does internal quality assurance review and staff training for Product Complaints and Adverse Events making sure FDA requirements are met, and acts as liaison with external customers regarding these events • Conducts Safety Training in collaboration with the drug manufacturer. • Provides Performance Evaluations for 90 day, semi-annual and annual updates as indicated. Assists the call center manager in the development and Implementation of Performance Improvement Plans as needed and provides day to day coaching of supervised staff • Maintains the highest standards of professional conduct in relation to information that is confidential in nature and monitors staff to assure patient confidentiality is maintained at all times •