Top 50 Case Management Coordinator Skills

6. Social Workers

high Demand

• Meet regularly with Case Managers/Social Workers to discuss patients/family needs related to individual cases of nursing home placements.
• Collaborated with licensed social workers, mental health counselors and community supports in advocacy for consumers.
• Worked closely with county social workers to facilitate as reunification as court ordered.
• Processed Social Workers billing statements.
• Coordinate the referrals to long term care facilities; work closely with Case Managers/Social Workers and extended care facility admission coordinators.

• Collaborate and work closely with AMHD Psychiatrist, other mental health providers (POS), Social Workers and Access/UM Specialist.
• Monitored and lead the communication processes; facilitated patient care by corresponding with Social Workers, nurses and other team members.
• Work in conjunction with team of case managers and social workers with the object of shorter length of stay.
• Maintained the Master Checklist on home visits and needed reports from Agency Social Workers as needed.
• Improved employee retention by redesigning new hire orientation for social workers and nurse case managers.

• Reviewed resumes and assisted with hiring nurse case managers, social workers and administrative assistants.
• Work with physicians, social workers and psychiatrist to ensure appropriate care for patients.
• Correspond with Social Workers, nurses and other team members to facilitate patient care.
• Communicated with County Social Worker and Agency Social Workers for needed paperwork.
• Facilitated the interaction between clients, social workers, and attorneys.

• Supervised clinical social workers, emergency room staff and graduate students.
• Maintained orderly and accurate files for caseloads of 12 Social Workers.
• Scheduled daily Case Managers and Social Workers assignments.
• Assisted Agency Social Workers to manage their files Assisted with Certified Parents, Prospective Parents and Adoptive Parents.
• Hired, trained and supervised 5 masters level social workers.

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7. Risk Management

high Demand

• Assist Director with all property risk management and asset protection programs to ensure continuity and effectiveness of activities.
• Review vendor contracts and agreements for language affecting risk management and loss control considerations.
• Established & maintained relationships with risk management and insurance consultants and vendors.
• Provided administrative support to Director of Risk Management/Corporate Attorney and General Counsel.
• Generated and distributed risk management data reports.

• Perform duties in line with organizational and loss prevention goals and objectives while providing additional support to the Risk Management Director.
• Assisted in the planning, development, design and implementation of computer based information systems in support of risk management functions.
• Implemented the risk management process in a professional and knowledgeable manner between The Sullivan Group and ESP physicians and affiliate staff.
• Maintain close liaison with the Medical Education and Credentials Section to ensure correspondence and communication in Risk Management issues.
• Assisted with successful roll out of new firm risk management and engagement setup software across multiple offices during Q4 2009

• Coordinated the Risk Management program for Emergency Service Partners (ESP).
• Compile and analyze aggregate risk management data for each department.
• Develop and oversee the agency's risk management plan.
• Provided Risk Management oversight for 1,000 -employee workforce worldwide.
• Head of risk management for all fraternity events.

• Aided the overall function of risk management.
• Report to Corporate Director of Risk Management/PI Handle all administrative and clerical duties
• Developed, implemented and provided on-going oversight of risk management education for new hires, students, volunteers and vendors.
• Coach and assist 43 branches in Macomb and Oakland County on risk management procedures.
• Promoted to Risk Management Analyst within 1 year of orginal hire date.

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8. Crisis Intervention

high Demand

• Intervened in crisis intervention to ensure client safety as necessary.
• Provided support, crisis intervention and behavior modification.
• Provided crisis intervention skills to a diverse population.
• Conducted crisis interventions and monitored medication compliance.
• Provided crisis intervention/resolution services and follow-up.

• Counseled clients and provided crisis intervention.
• Assess and provide crisis intervention for HIV positive client's around issues such as substance abuse, homelessness and sex work.
• Performed crisis intervention services and prepared reports for courts, probation and parole boards, and outside agencies.
• Planned for crisis prevention, and provided crisis intervention when needed; periodically operated 24-hour crisis line.
• Engaged in acute crisis intervention, weekly group and individual counseling.

• Provide and prioritize crisis intervention with clients as needed.
• Monitored fiscal, human resources and crisis intervention strategies.
• Assist in crisis intervention and meeting client's requests.
• Provided crisis intervention/resolution services Prepared and presented oral and written reports to the courts and management as required.
• Provided applied behavior analysis interventions to children with Autism Spectrum Disorder Developed and implemented therapeutic crisis intervention plans.

• Utilized crisis intervention techniques to stabilize clients experiencing mania, depression, suicidal ideations and psychotic episodes.
• Conducted outreach, advocacy and rehabilitative services for regular cases and crisis intervention.
• Staffed hotline and provided crisis intervention services.
• Provide crisis intervention as needed Prepare an agenda and conduct weekly planning sessions for assigned caseload.
• Group didactics Crisis intervention Referrals to higher levels of care NJ SAMS data entry

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9. Providers

high Demand

• Established relationships with in network providers to ensure effective and efficient care coordination for members and caregivers/families.
• Create and develop strong working relationship with internal and external consumers and all transportation service providers.
• Monitored emergency and safety preparedness exercises for providers of services for individuals with intellectual disabilities.
• Promoted linkage development and monitored the effectiveness of linkages with other service providers.
• Participated in Transitional Meetings when new providers were selected.

• Administered the benefit programs, evaluate/enhance performance of providers.
• Provided conflict resolution between person/family/caregiver and service providers.
• Assisted Case Managers with sending personalized Care Plans and educational materials to members, Primary Care Providers, and/or family members.
• Assisted medical providers with medical billing and service approval questions, and coordinated case assignments to appropriate nurses.
• Addressed individual member and provider needs as pertains to member benefits and payment of services for providers.

• Connect clients to the proper service providers to enable them to complete court ordered case plan tasks.
• Provided education to the patient, family and care providers to support goals and objectives.
• Coordinate care with multiple providers to ensure authorizations were paid and specialist appointments were met.
• Served as a resource for the RN Case Manager Coordinator and other health care providers.
• Networked w/ service providers to develop partnerships to advance client services.

• Assist client with transportation and outside service providers.
• Research closer providers in the area.
• Provide healthcare providers with approved authorization information.
• Receive trigger referrals from various sources such as UM, providers, Medai, Health Plan/Fund administrators and employer groups.
• Established Case management programs Appointed member of Quality Improvement Board for national health care providers.

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10. Patient Care

high Demand

• Disseminated information relating to Medicare, Medicaid, private/commercial insurance, and other community-based support systems relative to post-hospital patient care.
• Prepared daily inpatient census, confirmed accuracy and reported statistics to Manager of Inpatient Care Management.
• Evaluated patient care procedural changes for effectiveness.
• Collaborated with community agencies - CPS, Mental Health and Rehabilitation centers, and court system -facilitating procedures for outpatient care.
• Restructure of Patient Care Conferences/Inter-disciplinary Team meetings to meet Joint Commission requirements and decrease WPS (RAC) denials.

• Provided direct patient care in accordance with the policies and standards of the organization.
• Monitored patient care, patient charts, planning discharge in a large urban facility.
• Plan and perform patient care as outlined by patients care plan and needs withstanding.
• Participate in the development and implementation of patient care policies and procedures.
• Developed patient care plans, including assessments, evaluations and nursing diagnoses.

• Supervised and educated LPN's and HHA's for patient care.
• Utilized strong assessment skills to determine necessary patient care.
• Navigated patient care for transplant candidates and recipients.
• Direct patient care in the home setting.
• Review of inpatient and outpatient care.

• Supervised and provided patient care.
• Research relevant literature as appropriate for management and resolution of issues affecting patient care and other potential claims; !
• Assist several MDs as in ensuring optimal patient care and smooth daily functioning of office.
• Evaluated patient care needs, prioritized treatment, and maintained patient flow.
• Ensured the patient care environment and enhanced it for the patient healthcare.

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11. Medical Records

high Demand

• Investigated incidents and claims including: o Interviewed related personnel o Reviewed medical records and related documents o Provided reports to counsel
• Review, organize and evaluate patient medical records for accuracy and completeness.
• Understand medical terminology and interpret medical records.
• Release medical records in an effective and efficient manner, following HIPAA guidelines, NC Statues, within established time constraints.
• Collect supplementary information needed to assist client, such as medical records, employment pay stubs and other information as needed.

• Print billing invoices, itemized bills, and medical records from patient s charts when requested by various vendors for billing.
• Observed all legal aspects of medical records, including privacy, confidentiality, and information release as applied by HIPPA.
• Manage a variety of vendors for medical records retrieval, Face to Face Interviews and phone history interviews.
• Completed data entry from over 5000 medical records with 100% accuracy rate for HEDIS audit.
• Obtained information through a review of medical records, staff interviews, and resident interviews.

• Monitor patient medical records, investigate potential violations of HIPAA, and maintain database.
• Maintained client and egg donor files, including relevant documents and medical records.
• Audited medical records to assist with lawsuits, billing questions, correct documentation.
• Monitor medical records charts request via the computer system and paper.
• Maintained medical records and kept confidential reports ensuring HIPPA compliance.

• Maintain and update medical records.
• Provide medical records to facilities during patient admission Answering phones taking and relaying messages, photocopying and faxing.
• Scanned all authorized ETARS in patient's medical records as well as facility denial correspondence.
• Scheduled monthly pickup for shipping of medical records to offsite storage per HIPP laws.
• Work closely with hospital attorneys (scheduling depositions, requesting medical records).

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12. Utilization Review

high Demand

• Performed admission and concurrent utilization reviews to identify medical necessity, level of care, and appropriateness of setting.
• Review health information to determine pharmaceutical needs, interdisciplinary treatment scheduling, and appropriate utilization review submission.
• Assisted in proposal writing and development of computerized, call management system for utilization review.
• Conducted drug utilization reviews, providing valuable information to the appropriate state regulatory agencies.
• Accessed and assigned cases for medical case management and utilization review.

• Conduct utilization review activities according to established criteria and guidelines.
• Performed concurrent and retrospective utilization review of claims data.
• Used case management approach utilization review standards.
• Notified providers of approved utilization review requests.
• Provided case management and utilization review.

• Evaluated home environment including obstacles and assistance in the home in order to develop a discharge plan and inform Utilization Review.
• Conduct initial, concurrent and retrospective utilization reviews for inpatient services (Telemetry, Medical /Surgical, Observation).
• Started up all aspects of utilization review and case management for the department in Indianapolis office.
• Covered concurrent utilization reviews on ED patients using the InterQual program.
• Supported clinical staff through the completion of the utilization review process.

• Trained staff to case management, utilization review and support positions.
• Provided accurate information to callers based on customer requests; triages telephone calls between utilization review and telephonic case managers.
• Entered authorizations and pre-certifications into AMISYS for claims processing as requested by the Case Manager and Utilization Review Nurse.
• Called list of facilities to submit utilization review documentation for "In -House/ Discharged" members.
• Conduct psychosocial assessments on patients admitted to the unit Perform clinical utilization reviews with insurance companies Supervise graduate level Social Work interns

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13. Insurance Companies

high Demand

• Acted as a liaison between insurance companies and facilities ensuring documentation is organized in multiple databases emphasizing personal interaction.
• Furnished clinical information provided by Case Managers to insurance companies for reimbursement.
• Obtain necessary authorizations from insurance companies/HMO regarding MD orders.
• Coordinated insurance coverage with insurance companies, managed length of stay, qualification of stay, etc.
• Worked with various insurance companies to ensure continuity of care and smooth transition when returning home.

• Provide clinical updates to managed care programs, insurance companies and other payers case managers.
• Acknowledge, Resolve and Follow-Up on Medical Providers and Insurance Companies claim issues and/or disputes.
• Converse with insurance companies to provide clinical review to substantiate admission and concurrent stay.
• Participated in annual contract meetings with insurance companies, hospital CFO and contracts manager.
• Reconciled outstanding balances and incidents of returned claim checks from Major Insurance companies.

• Created and maintained a report to decrease outstanding claims sent to insurance companies.
• Follow up with insurance companies regarding appeal status and payments.
• Contacted insurance companies for appeal status and accounts receivables.
• Facilitated process of securing information from insurance companies to obtain necessary pre-admittance authorizations and benefit limitations.
• Experienced working with insurance companies and obtaining authorizations.

• Assured employee injuries and vehicle accident claims were reported to insurance companies in a timely manner.
• Coordinate litigation activities amongst the County Attorney's office, outside counsel and the insurance companies.
• Make outbound calls to Healthcare providers, insurance companies and patients to obtain missing information.
• Collaborated with attorneys, insurance companies, and multi-disciplinary teams in the investigation of claims.
• Monitored and followed up on claim denials with insurance companies in a timely manner.

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14. Management System

high Demand

• Created overarching internal management systems and database for document management and tracking; developed and implemented associated employee training.
• Audit the Configuration Management system database with physical verification, cross reporting of other modules and 3rd party tools
• Produced department policies and procedures for case management systems training.
• Designed and installed the university's first energy management system.
• Developed and maintained ETO Academic Case Management System to monitor the academic action plan strategies for each student.

• Implemented BP's Incident Management System successfully for BP's North America businesses impacting over 30,000 employees.
• Awarded the Navy and Marine Corp Achievement Medal while serving as Retail Ordnance Logistics Management System administrator.
• Maintain and update the workforce management systems with daily exceptions for both in-house and field operatives.
• Developed a new database management system within Team center, tested, and implemented.
• Provided drive tracking information via Test Management System (TMS) engineering inventory database.

• Served as a subject matter resource in firm related accounting and risk management systems.
• Coordinated the establishment of policies and procedures that would improve the management system.
• Redesigned and developed Knowledge Management System (KMS) web-based platform.
• Conducted complex updates to the jury management system.
• Implemented an asset tracking and condition assessment matrix for stormwater facilities in the City's Asset Management System.

• Input and reviewed notes/diaries in claims management system as instructed Processed payments.
• Maintain workforce management systems and integrity of workforce data (i.e.
• Created all phone and work force management system user logins.
• Entered new claims data into the claims management system.
• Standardized visual management system for shop floor management (Genba Kanri) in all areas.

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15. Durable Medical Equipment

average Demand

• Maintained professional relationships with homemaker agencies, durable medical equipment providers, home delivered meals and PERS system providers.
• Worked directly with contracted vendors re: Durable Medical Equipment.
• Preauthorized procedures, durable medical equipment, therapy visits, etc.

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16. CMS

average Demand

• Conducted continuous practice billing (IDX) and documentation audits to optimize reimbursement while complying with CMS (HCFA) regulations.
• Work in support of CMS directives to implement major provisions of The Patient Protection and Affordability Care Act.
• Send Notice of Medicare Non Coverage (NOMNC) letters to providers according to CMS standards.
• Designed custom reports within AVAYA CMS used to assist with forecast and staff implementation.
• Participated in maintaining statistics and hiring of ICMS staff.

• Process denial letters using Medicare guidelines (CMS).
• Prioritized and organized tasks to meet CMS compliance deadlines.
• Utilize management tools such as CMS to retrieve data.
• Monitor all call queues using CMS Supervisor.
• Ensured compliance with CMS Diagnostic Coding guidelines for hospital-based outpatient services.

• Possess understanding of HMO and third party administration, CMS guidelines, homebound status, Plan of Care and 485/486 documentation.
• Monitored adherence to performance metrics and agent productivity, via Avaya - CMS RTA software.
• Train and provide orientation to plan staff and departments as required by cms.
• Monitored call center via Avaya CMS Supervisor software application.
• Implement the standards for URAC, NCQA and CMS for case management.

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17. Management Department

average Demand

• Supervised Case Management department and provided in-home services for at risk children and families with domestic violence and/or drug/alcohol related issues.
• Participate in concurrent review, discharge planning case management, and disease management function within the Medical Management department.
• Established and provided leadership for the Case Management Department Policy and Procedure Committee and Performance Improvement Committee.
• Assisted in the overall development and implementation of the Quality Management Department including payroll duties.
• Participate in development of interdepartmental processes and procedures to improve the case management department.

• Facilitated the comprehensive development of new collections unit for the Revenue Management department.
• Review and coordinate all utilization management/case management referrals for the Medical Management Department.
• Participate in peer review process and maintain compliance with utilization management departments.
• Assisted in development of newly formed Risk Management Department in Central Division.
• Entered responses from Utilization Management departments of various insurance companies.

• Provided support to the Utilization Management department as needed.
• Supported vice-president in developing Risk Management Department.
• Assisted in supervision of departmental staff of six and responsible for the day-to-day operations of the case management department.
• Complete Dental Health Assessments with members/responsible parties that are requesting assistance or referred to the Case Management Department.
• Collaborate with the marketing department to create campaigns, and plan events for the Wealth Management department.

• Assist in training new case management and social work employees for the case management department.
• Established a Case Management Department within the primary care departments.
• Reported to the Manager of the Case Management Department.
• Established the agency's first Incident Management Department.
• Team leader for Care Management department.

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18. Substance Abuse

average Demand

• Monitored participation in outpatient substance abuse treatment; facilitated contact and appointments for community resources.
• Conduct 9,000 hours of substance abuse education/counseling with the co-occurring disorder population.
• Experience working with a variety of populations, including those individuals living with mental illness, substance abuse and developmental disabilities.
• Coordinate funding and social services for patients such as Medicaid, county funding, substance abuse initiative assistance.
• Provided case management services to adults, children, and adolescents in mental health and substance abuse.

• Conduct assessments for depression, elder abuse, home safety, and alcohol and substance abuse.
• Provide mental health and substance abuse referrals to member's struggling with addictions and mental illnesses
• Gained a deeper understanding of the impact of substance abuse and the human experience.
• Provided referrals to substance abuse and or mental health centers when needed.
• Teach family support and education regarding substance abuse and mental illness.

• Manage clients with mental health and substance abuse issues.
• Provided mental health and substance abuse screening.
• Qualified Professional/Mental Health-Substance Abuse Accepted new referrals and completed admission documentation and PCP within 30 days from referral date.
• Collaborated with other resources for individuals who were experiencing co-occurring disorders substance abuse and mental illness).

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19. Phone Calls

average Demand

• Handled extensive phone calls from internal and external customers
• Controlled documentation of all transactions regarding money, medications, first-aid supplies, mail, visitors, telephone calls and referrals.
• Perform standard communication (phone calls, emails, and letters) to appropriate parties throughout the duration of the leave.
• Prioritized and maintained the calendar, phone calls and faxes for the Vice President of Loss Prevention and Food Safety.
• Manage the past due accounts and draft letters as well as make phone calls and collect past due amounts.

• Answer phone calls to assist members, agents, providers, and pharmacists regarding policy and benefit inquiries.
• Receive, screen and transfer telephone calls, supplies information, take accurate messages and manage request.
• Manage inbound employee and employer telephone calls and gather pertinent data necessary to compile client files.
• Manage phone calls, Iron Mountain storage of records, product recall and order supplies.
• Monitored and answered inbound phone calls and chat for the risk management and claims departments.

• Answered inbound risk management and claims phone calls, emails and chat sessions.
• Maintain resident relations, receives and screens telephone calls from resident's.
• Answered phone calls and responded accordingly to leadership and advocate needs.
• Answer and direct phone calls to decrease customer-owner wait times.
• Provided follow-up phone calls and maintained diaries.

• Answered and placed necessary phone calls.
• Answer phone calls and emails.
• Perform administrative tasks, such as answering telephone calls, filing court documents, or maintaining office supplies or equipment.
• Answer incoming phone calls from guests identifying the type of assistance needed, (i.e.
• Answer phone calls recieved from claimants.

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20. Care Coordinator

average Demand

• Mentored, trained, and provided work direction to Logistics Coordinators and/or Customer Care Coordinators.
• Job Duties: Client assessments, care plans & case management/care coordinator.
• Developed the specific scope of practice for Fee Care Coordinator position.
• Assist with on-boarding and training of new Managed Care Coordinators.

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21. Monthly Reports

average Demand

• Produced daily and monthly reports for management regarding center, departmental, and individual statistics.
• Analyzed financial actives and prepared monthly reports.
• Create and provide real time, daily and monthly reports on all lines of business to senior management.
• Compiled operational data and prepared daily, weekly and monthly reports for the CEO & COO.
• Compiled monthly reports and handled special HR projects regarding employee performance, benefits, and attrition.

• Prepared monthly reports for Financial Review as well as weekly HBS discrepancy reports.
• Process monthly reports for program performance and caseload directly related to funding.
• Supervised daily, weekly and monthly reports designed to monitor company profits.
• Compiled monthly reports and evaluated data to maintain track record.
• Prepared daily, weekly, and monthly reports for headquarters.

• Complete monthly reports of guest and employee injuries.
• Performed desk review of audits and monthly reports.
• Compose monthly reports and training program outcomes.
• Created pivot tables to reconcile monthly reports.
• Generated weekly and monthly reports.

• Managed liability claims * Managed accounts payable * Generated monthly reports * Processed workers compensation payments
• Prepare monthly reports Monitor rent collection/reconciliations and ensure landlord/tenant statutes are followed.
• Monitor monthly report data downloads and run monthly reports in a timely manner.
• Extrapolate Monthly reports Monitor Case Progress reports and document referrals and encounters.
• Reviewed daily and monthly reports to confirm the department is processing denials/appeals within the appropriate time frame.

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22. Ensure Compliance

average Demand

• Provided assistance regarding non-routine/complex situations that would adhere to policies/procedures with regulations to ensure compliance and patient safety.
• Work in collaboration with the Chairman of the Education Committee to ensure compliance with policies, procedures, forms and processes.
• Assist in the development and implementation of training programs to ensure compliance with all Federal and State laws and regulations.
• Monitored engagement metrics to help ensure compliance with team standards; initiate corrective actions as needed.
• Reviewed policies and regulations related to health care programs to ensure compliance within IT systems.

• Adhere to policies, procedures and regulations to ensure compliance and patient safety.
• Communicate with staff to ensure compliance of all personnel management policies and procedures.
• Assist in auditing resident files to ensure compliance with Federal regulations as needed.
• Participated in HEDIS quality assurance team to ensure compliance.
• Monitored engagement metrics to ensure compliance with firm standard.

• Performed audits to ensure compliance with company guidelines.
• Reviewed multiple contracts to ensure compliance.
• Review all service contracts for indemnification, warranty, insurance requirements, employeescreening, safety and bonding requirements to ensure compliance.
• Conducted regular trainings for the site to ensure compliance with policies and licensing requirements.
• Audit team members work to ensure compliance with established billing/pre-billing processes and guidelines.

• Conduct regular, random branch/department Kronos timecard audits to ensure compliance with applicable wage & hour laws and internal guidelines.

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23. Special Projects

average Demand

• Maintained effective communication with management regarding developments within areas of assigned responsibilities and performed special projects as required or requested.
• Managed activities relating to special projects for utilization management and resource consumption.
• Manage special projects and participate in project planning sessions with Order Management, PM's, SE's and provisioning teams.
• Provide confidential operational and technical assistance with daily activities and special projects within the Risk Management function of the bank.
• Work with Management to assist with implementing planning and special projects as pertinent to various Lenders.

• Participated on various committees, assisted in writing policies and procedures and completed special projects.
• Researched and completed special Projects including Patient's Success Stories for impromptu Client Meetings.
• Handled campus wide program marketing, and coordinated with graphic designers on special projects.
• Point of contact for handling all day-to-day workload, as well as special projects.
• Handled special projects as assigned and provided back-up support for Chief of Risk Management.

• Maintain Worker Comp logs and assists the department analyst's with special projects.
• Complete and resolve weekly special projects assigned by the team manager.
• Responded to special projects needs as dictated by Management.
• Assist is special projects including administrative duties for Director.
• Perform data and system audits and assist with special projects

• Assist Project Accountants for special projects and vendor concerns.
• Served as Assistant to Department Manager on special projects
• Completed special projects as needed or requested.
• Lead special projects related to transition of home-grown PLM to TC within Engineering Services and Packaging Engineering Group.
• Manage special projects and requests from Prospect Managers, Doctors and Development staff .

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24. RN

average Demand

• Analyzed and interpreted technical procedures and government regulations in order to translate business needs into innovative strategies and viable action plans.
• Coordinate internal and external property audits to ensure all safety and security hazards are identified and resolved.
• Managed all Federal and State regulatory records, California Waste Management program requirements and Public relations.
• Provided timely problem resolution to internal and external customers in support of customer retention/satisfaction/profitability.
• Managed customer orders adhering to a 3-day turnaround and established customer billing.

• Assist internal customers with questions/concerns revolving around Workforce Management.
• Educate properties in all aspects of claims management, return to work options, and all other topics within this arena.
• Complete review and approval of all architectural, MEP and sign drawings in compliance with area governing codes and Mall Criteria.
• Developed plans of action to address concerns and timely follow up on plan of action.
• Charge Nurse: 9 years experience as weekend contingent RN for local nursing homes.

• Coordinate services with external agencies to provide effective services for children and families.
• Served as a liaison between the member and the RN Case Manager.
• Review and draft enhancements to accident prevention and return to work programs.
• Tracked the return on investment of all marketing campaigns for efficiency.
• Attend discharge rounds and offer alternatives for difficult discharges.

• Ordered facilities internally and from ILEC or CLEC.
• Action returns requests by direct customer interaction.
• Perform discharge planning and identify alternate treatment programs that provide medically necessary potentially cost effective services.
• Complete Assessment of Psychosocial needs/concerns, Bereavement Assessment, and ongoing assessments to address patient plan of care and ongoing needs.
• provision Phone lines at internal switch level to ensure dial tone at customer premise.

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25. Staff Members

average Demand

• Developed and rolled out a training plan ultimately integrated into the agenda as the go-to document for all new staff members.
• Managed vacation schedules to balance the needs of staff members and ensure proper coverage in departments.
• Provide formal notice of right to a hearing to staff and house staff members involved.
• Develop train and prepare new and senior staff members on claims process changes and procedures.
• Supervised up to 13 staff members in up to four programs and special program staff.

• Supervised a team of 20 case managers and support staff members operating under multiple contracts.
• Project manager responsible for organizing JCAHO training from outside educators for 150 staff members.
• Oversee 12 self contained, K-8 special education classes and 50 staff members.
• Train and mentor other staff members in a full range of crisis protocols.
• Assist in the orientation and training of new staff members and processes.

• Assist Partners and practice staff members with automated systems to establish compliance.
• Provide supervision to staff members who are working toward LPC certification.
• Deploy equipment, update software and train staff members in CPR.
• Mediated disputes between patients, MD and staff members.
• Worked closely with other staff members as a team,

• Provide coaching/mentoring to less experienced staff members and peers.
• Assisted with HIPPA training for all staff members.
• Conduct performance appraisals for staff members.
• Assigned as show manager and organized program for show in sequential order Supervised the staff members for assignments and schedules
• Ensured that incident reports are written by staff members by the end of their shift; 3.

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26. Fmla

average Demand

• Analyzed and reviewed medical information and determined FMLA eligibility.
• Conduct concurrent medical record review using specific indicators and criteria as approved by FMLA and ADA to approve leave of absences.
• Educate callers regarding the processes of STD/LTD, FMLA and other employer approved leaves in a call center setting.
• Processed leaves of absence, such as FMLA, according to company, state, and federal laws.
• Supply technical support and advice concerning FMLA regulations, and coordinate employees' benefits while on FMLA.

• Experienced in FMLA, Workers Compensation claims, Employee Relations, HR Compensation and Employee Benefits.
• Respond to employee and employer inquiries regarding the status or availability of FMLA and Company leave.
• Oversee the review and processing of Family Medical Leave Act (FMLA) requests.
• Update FMLA spreadsheet; communicate with sups/HR as needed on status of employees.
• Handled disability as well as FMLA absence claims for people insured by MetLife.

• Managed from onset to completion FMLA/LOA, short term disability/workers compensation programs.
• Developed standardized FMLA/LOA process to be used across the organization.
• Determine eligibility for FMLA and other leaves during intake call.
• Assisted Employee Relations Specialists with FMLA and termination issues.
• Document employee FMLA and leave of absence occurrences.

• Ensured FMLA qualifications met utilizing HRIS queries.
• Tracked headcount (FMLA, LOA, terms, etc.)
• Handle Intake calls for FMLA claims.
• Adhered with the guidance set forth for intermittent and block FMLA, ADA and company LOA practices 5.
• Tracked employee sick and vacation hours Prepared FMLA, STD, LTD and other communications to management.

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27. Service Plans

average Demand

• Developed and coordinated individual service plans using member assessments, identified early risk factors and conducted ongoing assessments.
• Developed and monitored consumer Individual Service Plans for implementation by providers, employment staff, and caregivers.
• Determine need for services and developing service plans, verifying data, explaining program benefits and requirements, Nursing home visits.
• Obtain consent for services via agency releases, assess program eligibility, and work with the families to implement service plans.
• Participate with clients in creating quarterly service plans focused on youth's targeted goals towards self and familial growth and improvement.

• Planned, coordinated and develop Individual Service Plans (ISP) and Individual Financial Plans (IFP).
• Provided support services, assisted with housing, and developed comprehensive service plans that were goal-oriented.
• Worked with the case managers to create and sustain service plans that addressed treatment issues.
• Assessed client needs pursuant to the allegations at hand and develop court approved service plans.
• Assisted in developing individual service plans, Family partnership agreements and health plans.

• Perform assessments to obtain level of care, develop and implement service plans.
• Developed protective service plans for individuals and trained staff to implement plans.
• Assured timely intakes, assessments, service plans and referrals.
• Developed and implemented consumer-specific service plans..
• Managed cases and developed needs and service plans for youth upon intake through departur

• Documented all patient information including service plans, treatment reports and progress notes.

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28. Primary Care Services

average Demand

29. Osha

average Demand

• Maintain OSHA records* Chairman of Safety Committee* Generate worker compensation claims* Responsible for employee training
• Ensured employee awareness of safety issues according to established departmental procedures and OSHA regulations.
• Create custom reports for the Human Resources, Payroll, Benefits, Finance and Health and Safety (OSHA) departments.
• Required working knowledge of OSHA, RCRA and DOT regulations as they pertain to the proper disposition of hazardous waste.
• Developed the Exposure Control Program for each department and wrote policies and procedures to pass OSHA review.

• Designed, developed, and implemented training programs for various safety related initiatives in compliance with OSHA.
• Conducted weekly inspections of less than 90-day hazardous and non-hazardous waste storage areas according to OSHA regulations.
• Manage and provide OSHA and company safety training as required for all assigned personnel.
• Maintain OSHA logs, Safety Training logs, and Material Data Safety Sheets.
• Maintained OSHA related reports, surveys, and compliance on sites responsible for.

• Prepared and distributed year-end OSHA reports for all facility reporting.
• Created a relationship with OSHA consultation for improvements.
• Maintained OSHA Logs for 250 Occupational Medical Centers.
• Assist with OSHA compliance inspections and training.
• Research & compliance with all aspects of ADA, fire codes, OSHA compliance, etc.

• Maintained documentation of work-related injuries/illnesses, trainings, and workstation assessments; produced reports for OSHA-related incidents.
• Facilitated OSHA safety trainings, for company employees that reduced staff injuries and resulted in a $30,000 insurance dividend.

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30. Interqual

low Demand

• Initiated requirement for daily clinical updates from non-VA facilities and completed appropriate reviews using InterQual criteria.
• Utilized InterQual criteria for concurrent medical record review.
• Run daily report for patients that do not meet criteria by InterQual and distribute to managers for review.
• Work with Midas and InterQual software.
• Utilize Interqual criteria for Utilization Review.

• Accomplished application of Interqual criteria.
• Apply strong critical thinking skills to determine necessary level of care based on Interqual criteria.
• Utilized Interqual Criteria for all patients in the hospital to ensure appropriate level of care.
• Use of InterQual and Milliman Care Guidelines.
• Determine appropriate admission status based on InterQual Criteria or Medical Necessity Promote effective and efficient utilization of clinical resources.

• Well established computer skills including knowledge of Interqual Criteria for precertification.
• Implemented Insurance case management program Certified Interqual instructor and DRG/Coding Educator for the West Region.
• Utilize the Miliman/ Interqual criteria to determine goal length of stay for pre-certified admissions.

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31. Medical Necessity

low Demand

• Provide clinical information required to obtain placement, authorization/ certification for medical necessity and approved hospital stays.
• Gathered clinical information and reviewed cases for medical necessity and determined the appropriateness of treatment and services.
• Evaluated and authorized medical necessity stays and assigned appropriate inpatient length of stays based on established criteria.
• Assessed the medical necessity of inpatient admissions, surgical and diagnostic procedures.
• Evaluate admissions for medical necessity.

• Determine medical necessity/appropriateness of care.
• Chart reviews for medical necessity and documentation * Mid South Hospital Memphis TN- director of case management and utilization review 1.
• Facilitated and conducted reviews for First and Second Level Appeals for medical necessity denials.
• Revise all medical documentation to assure it supports medical necessity for the requests.
• Review concurrent and post discharge cases for medical necessity RAC Management Team-review RAC audit requests for medical necessity

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32. Powerpoint

low Demand

• Created PowerPoint presentations, standardized forms, and other administrative documents.
• Designed PowerPoint presentation to be distributed to the community.
• Developed brochures, binders, and PowerPoint presentations that contain information regarding risk programs.
• Created monthly PowerPoint presentation to show and track causes of Uncollected COD's.
• Experience in Excel, Outlook, Word, and PowerPoint.

• Created PowerPoint presentations used for business development.Organized files, developed spreadsheets, faxed reports and scanned documents.
• Program expertise in Meditech, Midas, Microsoft Outlook, Word, Excel, and PowerPoint.

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33. HR

low Demand

• Provide customer service by coordinating appropriate support services to Medicaid and Medicaid/Medicare enrolled clients through socioeconomic and somatic health assessments.
• Communicated scheduling information to customers and functioned as primary contact through install of all services.
• Develop training materials for emergency preparedness educational opportunities throughout the TCH System.
• Maintained account integrity through quality control and adherence to deadlines.
• Monitored CHRC supervisory visits mandated by Dept.

• Contributed to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
• Allocated customer rings on $12 million special optic fiber cable running through several eastern states.
• Enter new temps in by entering their information in a form then sending it to HR.
• Conduct Emergency Preparedness In-Services throughout the organization as requested and weekly at the New Employee Orientation.
• Case Management work for chronic Mental Ill. assist in independent living Mental Ill residential apartments.

• Call members to conduct Health Risk Assessment Evaluations (HRA's) upon new enrollment
• Managed time period of which people were paid through while out of work.
• Provided case management and education to patients with chronic disease processes.
• Provided support, counseling and education through home and public health.
• Worked 30 hrs a week while attending law school full-time.

• Manage customer complaints and inquiries through phone calls and emails.
• Identify and escalate quality of care issues through established channels.
• Monitored and reported status on receivables through aging reports.
• Followed thru to help deliver a great customer experience.
• Processed Claims, Surveys and Price Sheets through Salesforce.com

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34. Hospice

low Demand

• Case Manager for 20 Hospice patients, many actively dying, as most of my cases were new referrals in SNF.
• Discharge planning for patients with assistance from Social Services, including nursing home placements, home health, and hospice.
• Developed working relationships with Home Health and Hospice companies to ensure continuity of care with shared clients.
• Coordinate patient placements to LTAC, Home Health, Skilled nursing, Hospice and Behavioral Health.
• Started as Case Manager with case load of members to manage hospice care.

• Coordinated care of patients and their families with Hospice and Home Health.
• Coordinate patient's discharge to SNFS, ACF, Hospice, Home Health & Psych facilities.
• Set up patients with home healthcare and hospice services.

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35. Hipaa

low Demand

• Develop and facilitate training related to accreditation standards; state, federal and local regulations, HIPAA and corporate compliance.
• Have ability to work independently with diverse teams and confidentiality by following all HIPAA principles and practices of case management.
• Explain and secure consent for all registration forms, HIPAA Privacy Rules, Patients' Rights and Responsibilities.
• Provided HIPAA, Privacy Act, OIG Compliance training both locally and nationally for Indian Health Service.
• Maintain both electronic and hard copy records of member information in compliance with HIPAA.

• Ensured that all third party tools, applications and software met HIPAA compliance requirements.
• Monitor and investigate potential HIPAA breaches; collaborate with Corporate Compliance Officer.
• Maintain compliance with HIPAA rules and regulations.
• Adhered to updated HIPAA and PHI regulations.
• Provided for HIPAA compliancy training.

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36. Diabetes

low Demand

• Maintained up-to-date registry of patients with diabetes, hypertension and other chronic disease as determined by Director of Quality Management.
• Implemented disease management educational programs for BCBSMS subscribers to include diabetes and weight management.
• Follow up with diabetic patients to assure they receive the standard checkups and are aware of diabetes complications.
• Managed global expert engagements and country to country programs for Global Respiratory Franchise, Oncology and Diabetes.
• Developed and implemented three Disease Management programs for Diabetes, Hypertension and Pediatric Asthma.

• Provided education concerning, High blood pressure, Diabetes, and CVD, CHF.
• Write and distribute quarterly newsletter, Diabetes Digest.
• Educate patient on diabetes self-management skills.
• Developed and facilitated classes discussing chronic disease such as hyperlipidemia, hypertension, diabetes.
• Developed, gathered and maintained all statistical data on wellness prevention programs including Asthma, CHF, Diabetes and pre-natal programs.

• Coordinate diabetes care with healthcare team, including medication management.

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37. Action Plans

low Demand

• Prioritize and manage workforce management tasks, proactively identify performance impacting trends and develop action plans to correct.
• Improved effectiveness of Incident Management and Change Management through targeted recommendations and action plans.
• Provide directives and disciplinary/corrective action plans.
• Worked with management to implement appropriate action plans to address these areas, and monitored effectiveness of those actions.
• Designed, developed and implemented district's Crisis Response Action Plans and Business Continuity Plan.

• Create responses and corrective action plans for areas of concern that are noted during audits.
• Identified trends and developed action plans to correct and prevent denials.
• Evaluated project outcomes and developed action plans to improve business results.
• Developed action plans and support strategies for intense case resolution.
• Make recommendations and action plans to achieve results.

• Action plans and charges profile management.
• Develop and monitor corrective action plans.
• Facilitate the formulation of community action plans through community steering group meetings with CSWs, community members/leaders and health professionals.

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38. Process Improvement

low Demand

• Lead informal process improvement meeting between Chemical Management and Purchasing teams identifying issues between processes to work toward solutions.
• Partnered with warehouse operations, quality control and process improvement departments to minimize corporate overhead and build shareholder value.
• Process Improvement lead responsible for the elimination of organizational inefficiencies in current processes and procedures.
• Investigated potential or adverse patient occurrences to determine root causes and provide effective process improvements.
• Managed process improvement projects and consulted for information systems updates.

• Participate in miscellaneous projects to generate process improvement.
• Demonstrated a good working knowledge of the processes and procedures and the ability to identify and implement process improvement opportunities.
• Hired for this position because of proven ability to innovate and establish process improvement ideas in my previous department.
• Develop department goals for growth, process improvement, client satisfaction, and cost reducing measures.
• Identify areas for process improvement.

• Initiated and implemented efficiencies such as reducing refuse billing time by 50% through business process improvements in the billing office.
• Identify and establish status accounting metrics, design workflows, and process improvements.
• Attend weekly meetings in regards to new PCP information, analytics, and process improvement.

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39. CPT

low Demand

• Developed and implemented Compliance Program and conducted education of staff at all levels utilizing ICD-9-CM, CPT and RBRVS.
• Interpret complex inpatient and ambulatory contracts using CPT, HCPC, DRG, and ICD-9 coding.
• Attached ICD-9 and CPT codes for medical billing.
• Analyze claims and CPT codes on daily basis.
• Validate ICD-9-CM, CPT, and HCPCS code assignments.

• Familiarized with icd-9, cpt and drg coding.

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40. Service Delivery

low Demand

• Improved service delivery by making relevant information easily available, supporting faster, better informed decisions.
• Conducted and participated in case conferences to identify and address gaps in service delivery.
• Monitor individuals face to face monthly to ensure service delivery and satisfaction.
• Conduct computer troubleshooting with agents to minimize errors in customer service delivery.
• Investigate complaints and/or concerns about service delivery.

• Worked across various applications to perform service delivery, error resolution, manual work activities to resolve technical and procedural issues.
• Maintain the members comprehensive dental record, including documentation of activities performed as part of the service delivery process.
• Directed staff of a mayoral task force on systems for community participation in service delivery.
• Monitor and coordinate service delivery within consumers' network of care and support.
• Received high marks for service delivery, documentation and court report timeliness.

• Prioritize assignments and adjusts or adapts service delivery as needed.
• Create and coordinate action plans to avoid reoccurrences and improve the continuity of the service delivery.

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41. HIV

low Demand

• Designed and maintained data bases for software development and documentation archive library.
• Reviewed and archives monthly safety documentation for all restaurants.
• Recognized for implementation of automated HIV patient records system.
• Provide long and short term needs assessment and direct service case management primarily to the Latino community living with HIV/AIDS.
• Provided HIV intake, assessment and case management services in accordance with Washington state HIV medical case management standards.

• Archive room: created a system to order and organize a set of disheveled archive rooms.
• Supervised social work staff in the HIV/AIDS and Sickle Cell Case Management Programs.
• Conduct intakes of eligible HIV positive patients for the NYCDOH Care Coordination program.
• Coordinate educational and/or support programs for persons living with HIV in the community.
• Assisted with tracking elevated lead cases, HIV and discharge planning.

• Facilitate and oversee agency records destruction and/or transfer to State Archives.
• Project Lead on Late Archival Project.
• Assisted RN's with educating members about HTN, Diabetes, Asthma, COPD, CHF, Obesity, and HIV.
• Provide services for individuals living with HIV/ AIDS, MICA Maintains up to date schedules to be presented at team meetings.
• Provide Brief Intake, Comprehensive Assessment, referral, linkage and compressive support services to HIV clients.

• Manage care for Disability waivers, Elderly waivers, HIV waivers and traumatic Brain Injuries.
• Implemented Basware software for AP processing including matching, approving and archiving.
• Conducted research and article reviews for development of HIV Program (e.g.
• Initial screening (I.H.S) for pre-certification requests from providers and members through the HIV queue line.
• Case Management Provided Individual and group counseling Conducted Assessments to determine eligibility for special services Conducted workshops in the community on HIV/AIDS

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42. Data Collection

low Demand

• Complete projects requiring data collection, fact finding, analysis, and developing plans/recommendations to improve business process.
• Developed and implemented partial interval data collection procedures for operationally defined behaviors.
• Maintained and updated existing database ensuring confidentiality of all data collection.
• Improved data collection accuracy and quality on reports.
• Assist the Accreditation Manager with activities related to surveys including: document preparation, data collection, and internal auditing.

• Participated in patient record utilization review, data collection, and surveys.
• Provide data collection as per the Data Coordination and Consolidation Center (DCCC), SAMHSA/CSAP performance measures data reporting requirements.
• Developed on-going monitoring of Risk components through data collection and use of various software programs.

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43. Daily Operations

low Demand

• Provided customers with thorough knowledge of program guidelines while resolving problems encountered during daily operations and determines appropriate solutions.
• Managed the daily operations of fulfilling patient prescriptions issued by physicians or other authorized medical practitioners.
• Direct supervision of 80 employees overseeing operations of critically ill patients and daily operations.
• Maintain data-collection in all aspects of daily operations in preparation for quarterly reports to be presented to the board of education.
• Assisted with inspection held by headquarters to insure compliance within daily operations, which resulted in overall excellence and stellar performer.

• Managed daily operations of the CAMU including supervision of the CAMU foreman, equipment operators, and technicians.
• Provide oversight of office management, the daily operations of hospital Case Management and Hospitalists program.
• Coach and mentor service desk staff to ensure completeness and integrity of service calls to conduct daily operations.

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44. Medical Staff

low Demand

• Maintained communication between governing boards, medical staff, and department heads by attending board meetings and coordinating interdepartmental functioning.
• Worked with members of the medical staff to ensure compliance with appropriate utilization of services and length of stay guidelines.
• Analyzed and reported significant utilization trends, patterns, and impact to appropriate departmental and medical staff committees.
• Work closely with the Vice President of Medical Staff Services to establish a credentialing plan for the practice/plan.
• Conducted monitor chart audits related to preventive care and diabetes services and presented data to medical staff.

• Reported monthly on results, trends and areas of risk to the Chief of Medical Staff.
• Trained medical staff on proper coding of hospital charges, as well as implemented electronic charting.
• Provided support for Medical Staff committees and Administration regarding quality issues and JCAHO standards.
• Worked with members of the medical staff to ensure quality patient care.
• Initiate and support medical staff in the medical peer review process.

• Coordinate patient's admittance with Physician, Nursing Supervisor and medical staff
• Collaborate with medical staff to assure continuum of care and resolve any quality of care issues.

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45. Technical Support

low Demand

• Provide customer service/technical support for any ATM issues or cardholder transactions.
• Provided intermediate functional and technical support for stores and District Managers.
• Provide technical support during software installation or configuration.
• Assist in technical support of program; supervising, training, and providing guidance for administrative and technical staff.
• Perform monthly trending analysis of all incidents and provide technical support and training to managers and staff.

• Designed and conducted training for newly-hired staff, field case managers, and technical support staff.
• Utilized technical support techniques on cellular phones and up sold current clients on new products.
• Provide training and technical support to all faculty, staff and students.
• Provide technical support (application, database and network) to end-users.
• Provided functional and technical support on maximizing ADVENT AXYS software features.

• Transfer the Incident to expert technical support groups.
• Maintained daily 'inbox' of DSL order escalations from billing and technical support centers.
• Manage cell workflow and production, along with providing technical support.
• Answer Multi-phone line, transfer calls to technical support.
• Assisted management in enforcing schedule compliance policies.Technical Support/Customer Service Team Leader Facilitated training sessions and performance coaching for support agents.

• Provide on-going technical support for facility personnel to maintain performance, assist with problem-soving, and continued energy conservation.

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46. Medical Care

low Demand

• Exhibit patience and excellent customer service to incoming patients/families requiring medical care.
• Discharge coordination; arrange follow up appointments, DME needs, ongoing medical care, discharge disposition, and education.
• Conducted personal observations relative to the operation of the medical facility, compliance standards, and quality of medical care.
• Coordinate medical care and appropriate medical testing with the employee, occupational health provider, and third-party administrator.
• Review and develop policies and procedures to insure compliance with acceptable standards of quality medical care.

• Verify enrollment in medical care, and confirm dates and times of next provider visits.
• Facilitated and coordinate all aspects of the injured workers' medical care.

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47. Ensure Accuracy

low Demand

• Audited insurance contracts to ensure accuracy, compliance and completeness.
• Reviewed and responded to SJCS report card from DDS to ensure accuracy in reporting.
• Audit client accounts, services and financial records to ensure accuracy and consistency.
• Review contract and validate services with customer to ensure accuracy.
• Monitored variance reports to ensure accuracy in utility billing.

• Proofread reports to ensure accuracy and quality of work product.

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48. Sharepoint

low Demand

• Initiated use of BPA; a SharePoint Microsoft Project based application that is specifically designed for Quality Management.
• Developed custom solutions for business needs of project teams by using SharePoint technology.
• Generate accurate reports using Automated Notification Reporting tool and SharePoint site.
• Coordinated development resources for initial design/release of branch SharePoint portal.
• Managed permissions for users of databases in SharePoint

• Update internal SharePoint site, compile Nielsen and IRI data for presentations and consumer data for account calls.
• Designed, developed and maintained internal team MS SharePoint website in partnership with other team members.
• Train the staff in utilizing the document management system with in SharePoint.
• Maintained department distribution lists, Intranet site, and SharePoint site.
• Presented SharePoint ideas and changes in SVP meeting.

• Architected the knowledge management and collaboration strategy developed on SharePoint.
• Completed SharePoint redesign simplification and re-launch to entire engineering group.
• Meet with shipping management, communicate schedules and information though Sharepoint.
• Used AS400LS, LPS, HomeSaver, HomeBase, Webtrack, Excel, Sharepoint.

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49. Incident Reports

low Demand

• Project manager responsible for collecting, organizing and performing trend analysis on incident reports from all medical facilities on the peninsula.
• Review all incident reports to ensure required information is provided and identify hazards which need corrective action.
• Completed and reviewed all required incident reports and other required written documentation.
• Logged incident reports and provide appropriate follow-up until closure.
• Gathered information and filed incident reports to resolve incidents.

• Created database for ongoing monitoring of incident reports.
• Investigate Incident Reports, phone calls and medical device problems for possible Sentinel Event reporting to the state of Maine.
• Keep incident reports on students and staff in relation to physical restraint, injuries and property damage.
• Risk analysis and review of hospital incident reports to determine exposure and risk.
• Ensured that all Incident Reports have been processed and as appropriate will be reviewed by the Human Rights Committee; 13.

• Created summary reports to track, trend, and analyze incident reports on a quarterly basis (100+ reports/qtr).

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50. Clinical Staff

low Demand

• Conducted educational presentations on the Electronic Incident Reporting System to Administrative and clinical staff.
• Evaluated previous requests and redirected when a different procedure was recommended by clinical staff.
• Oriented clinical staff to integrated clinical database and outcomes initiates.
• Supervised administrative and clinical staff.
• Provide direct supervision and consultation to clinical staff, case managers, intake staff, mentors, and other assigned staff.

• Implemented a system of Concurrent Documentation with clinical staff resulting in an increased clinical productivity of 15%.
• Followed members under the direction of clinical staff to provide support and education.
• Served as liaison between management, clinical staff and the community.
• Provide technical and administrative support to clinical staff as needed.
• Interact with Providers and Clinical Staff.

• Supervised a multi-disciplinary clinical staff.
• Provided essential training and mentorship for new clinical staff.

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