Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic
Abby Ockler

Abby Ockler

Mental & Behavioral Health Care and Administration
Menomonie,WI

Summary

Dynamic and results-driven professional with over 10 years of comprehensive experience in mental and behavioral health care administration, clinical operations, and direct client care. Expertise includes prior authorization, payer contract negotiations, and revenue cycle management across diverse settings such as acute inpatient, residential, intensive outpatient programs (IOP), and outpatient care. Proven success in leading admissions departments through effective planning, training, and performance management of staff while maintaining high standards in patient care. Recognized for innovative problem-solving abilities and a positive mindset that fosters strong rapport with clients while balancing operational needs.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Client Administrative Coordinator – Outpatient Services

Hazelden Betty Ford
03.2025 - Current
  • Coordinate daily clinic operations across outpatient mental health and substance use services, ensuring seamless scheduling of psychiatric assessments, individual therapy, and group sessions.
  • Serve as primary liaison between psychiatric providers and patients, managing calendars, appointment logistics, and care coordination.
  • Oversee site inventory and procurement; manage all supply ordering, invoice reconciliation, and budget alignment with Accounts Payable.
  • Support psychiatric medication processes by managing lab orders, UDS/BAC testing, ROI documentation, and external medical record requests.
  • Maintain compliance with HIPAA, Joint Commission standards, and organizational policies through documentation audits and daily safety inspections.
  • Conduct Environment of Care (EOC) audits and ensure timely upload of reports to compliance platform (Compass).
  • Selected as a “Super User” during new EHR implementation—trained colleagues across multiple HBFF sites and provided go-live technical support.
  • Represent the organization at local events and community forums, supporting outreach and building relationships with referral sources during new site launch.
  • Deliver administrative support to assigned group of clients.
  • Attend staffing meetings, community-based networking and marketing events.
  • Executed activities for prospective and existing clients.
  • Responded to client questions and maintained log of conversations.
  • Establish and build lasting relationships with clients.
  • Answer phone calls and respond to inquiries from customers, vendors and other external contacts.
  • Manage and maintain EHR and paper-based filing systems to keep essential documents and information easily accessible and organized.
  • Greet walk-in visitors with professionalism and enthusiasm to provide support, answering questions, explaining our processes and giving them clear next-step directions.
  • Delegate tasks to administrative support staff to organize and improve office efficiency.
  • Among 10% of all HBF staff chosen to be a "Super User"; to learn, debug, iron out issues, then train other team members on new EHR software from all MN and WI HBF facilities.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Conduct daily, weekly, monthly, and annual "Environment of Care" (EOC) evaluations to ensure we always meeting the standards laid out by the Joint Commission.
  • Monitor front areas so that questions could be promptly addressed and clients can be directed to appropriate areas.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Develop internal requirements and standards to minimize regulatory risks and liability across programs.
  • Organize spaces, materials and catering support for internal and client-focused meetings.
  • Maintain high average of performance evaluations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Keep all items at facility inventoried and was solely responsible for purchasing and procurement..
  • Improve office operations by automating client correspondence, record tracking and data communications.
  • Manage supervisor itinerary and appointments and streamlined scheduling procedures.
  • Conduct ongoing reviews of program financial systems to assess cost control measures.
  • Improve customer satisfaction scores through application of client-centered care, charismatic and compassionate interpersonal skills, active listening, sharp problem-solving skills, and highly-trained conflict resolution skills.
  • Oversee appointment scheduling and itinerary coordination for both clients and our mental health professionals, medical and nursing teams, psychiatrists and other staff.

Mental Health Professional (MHP)

Gateway Health Services
11.2024 - 03.2025
  • Provided therapeutic support to adults experiencing acute psychiatric crises and co-occurring substance use disorders in a high-acuity IRTS facility.
  • Facilitated individual and group therapy sessions using evidence-based approaches (CBT, MI, DBT), and conducted clinical assessments to inform treatment planning.
  • Collaborated with a multidisciplinary care team to develop person-centered care plans focused on stabilization, skill-building, and recovery.
  • Fostered therapeutic rapport with clients navigating complex behavioral health challenges, promoting engagement and client-led goal setting.
  • Evaluated patients and implemented comprehensive treatment plans to enhance mental health.
  • Provided clients with recommendations to community resources.
  • Performed client assessments and developed treatment plans.
  • Documented client progress in confidential files.
  • Encouraged clients to express feelings and discuss what was happening in day-to-day life in order to help each person develop insight into personal experiences and relationships
  • Leveraged positive uncertainty and multi-systemic family systems therapy to help clients deal with ambiguity, accept inconsistencies and adopt intuition when making decisions.
  • Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
  • Managed patients with substance dependence and co-occurring Axis I and Axis II disorders.
  • Provided referrals to connect clients with other community resources to support mental health and well-being.
  • Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
  • Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
  • Observed and monitored client behavior and responses to treatment.
  • Encouraged patients to discuss experiences in group and individual settings.
  • Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
  • Stayed current on mental health research to follow new developments and research in mental health field.
  • Supported clients by representing needs and advocating for patient rights in healthcare, legal and community-based settings.
  • Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
  • Supervised busy caseload, managing clients, balancing workload and prioritizing client needs.
  • Completed one-on-one counseling with broad range of clients suffering from various diseases and issues.
  • Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
  • Prepared reports to summarize clients' mental health status and treatment progress.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
  • Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
  • Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
  • Designed and implemented a networking program, establishing referral relationships with other providers in our region.
  • Created a performance enhancement plan by incorporating client feedback to further develop our skills as MHPs, making improvements to the program and to our overall mission and objectives.
  • Facilitated both group therapy and individual therapy sessions with clients.
  • Completed my LADC internship/supervision hours.

Admissions Director & Utilization Review Manager

Abria Detox/Abria Recovery
03.2024 - 11.2024
  • Launched the new withdrawal management facility's admissions department from the ground up, developing and implementing streamlined workflows, intake procedures, and documentation protocols. Wrote the policies and protocols manual for the admissions department.
  • Secured payer contracts with major commercial and Medicaid insurance providers across MN.
  • Served as primary contact for coordination of application screening and tracking, visit and interview arrangement and marketing communications.
  • Performed admission reviews based for medical necessity or other payer-specific criteria.
  • When promoted from the facility's only admissions coordinator to the department Director, I created the position posting and monitored respondents, screened applicant resumes, interviewed, hired, and trained and supervised a team of 4 admissions staff, increasing efficiency and reducing intake errors.
  • Created an entire onboarding and training program for admissions dept. new-hires and would personally train them myself and shadow me during their first week, then assign them to shadow each of my admissions coordinators for their second week, then begin taking on tasks with a rotation of "buddies" during their third week, and so on.
  • Worked with marketing team; visiting other facilities and hosting our own facility for tours and Q&As; Worked alongside HR in maintaining our online and social media presence; attended monthly county virtual meetings for all SUD treatment facilities.
  • Worked to develop recruitment methods designed to increase application pool especially within targeted areas (underserved, experiencing homelessness, and without health insurance).
  • Trained my admissions staff to approve inquiring potential clients who passed screening but did not have insurance and established a protocol where these clients would be sent to me upon arrival where I helped them apply for MN's Behavioral Health Fund (BHF), coordinated with their counties of residence and got their services with us covered as well as their aftercare treatment.
  • Created, developed and implemented a new Continuing Care department. Promoted from within to fill this position and spent a month training helping her learn to network and facilitate client transitions to other levels of care at other facilities.
  • Managed over 300 client intakes within the first 90 days, collaborating with families, referral partners, and clinical teams to ensure timely, appropriate placement.
  • Performed prior authorization review of services requiring notification.
  • Conducted clinical reviews and utilization management, achieving a >95% approval rate for coverage through strong justifications and payer engagement.
  • Spearheaded appeals, denial management, and single-case agreement processes, reducing denial rates, and took on every necessary retroactive authorization myself, increasing reimbursement.
  • Submitted DAANES for every MN client on a PMAP health insurance policy.
  • Conferred with my graduate school educators to rebalance classes, increase resource utilization, and integrate new technology.
  • Worked effectively in fast-paced environments in which I wore many hats.
  • Facilitated a morning department-wide meeting with 1-2 members from each dept. present to discuss incoming clients, potential issues, current problems, and to find effective solutions to issues.
  • Coordinated with our medical/nursing team and our LADCs to get everyone on the same page regarding documentation, scores, criteria, etc. to reduce denials or requests for more information by insurance companies.
  • Also began my LADC internship during this period so was meeting weekly with my clinical supervisor and began accruing my field hours.

Admissions Coordinator

Burkwood Treatment Center
10.2022 - 01.2024
  • Served as the first point of contact for clients and families, providing answers to all questions and establishing positive rapport with them to ease their anxiety and reluctance about admitting.
  • Using payor portals, I verified each patient's current health insurance coverage and explained to them what their financial responsibilities (if any) would be and how that number was calculated (policy/plan, remaining deductibles, co-insurance, and OOP max, etc.).
  • For clients with commercial policies, and many with managed Medicaid, I submitted their prior authorizations and completed the initial review with the insurance company.
  • Conducted pre-admission assessments aligned with ASAM and ICD-10 criteria, as well as our facility's level of care and scope of treatment, to determine clinical appropriateness.
  • Built immediate rapport with clients and families, offering guidance and reassurance during vulnerable stages of the treatment process.
  • Navigated insurance systems to secure prior authorizations, increasing approval rates and reducing reimbursement delays.
  • Collaborated with clinicians, case managers, probation officers, and medical providers to streamline complex admissions.
  • Spearheaded outreach initiatives that increased program enrollment by 20%, consistently maintaining census levels above 85% capacity.
  • Facilitated smooth transitions across levels of care by coordinating intake, documentation, and clinical hand-offs.
  • Assisted in patient admission process based on federal and state laws.
  • Confirmed all insurance benefits met standards of admissions as dictated by policy.
  • Performed document filing, bookkeeping, and faxing for busy student admissions office.
  • Handled inquiries from prospective clients (or their friends, families, case managers, probation officers, etc.) to provide detailed information regarding admissions process.
  • Upon a new client arrival, I managed admissions processes for them, promptly collecting ROIs, giving additional program information, answering their questions, giving them a tour of the facility, and processing necessary documents.
  • Compiled and analyzed data to track admissions trends and make recommendations for improvements.
  • Improved the average client capacity from 83% full to 98% full and we had to start an official waiting list and protocol for using it.
  • Helped them meet their ideal payer mix by admitting more clients with commercial policies than prior to my employment there.
  • When parent company, Acadia Healthcare, decided to utilize metrics to either promote their admissions staff or lay them off with a severance package, I as among the 10% of admissions staff from their facilities nation-wide who was promoted to corportate.


Program Director (Promoted from Behavior Technician)

Howry Residential Services
06.2020 - 07.2022
  • Provided direct care and behavioral support to individuals with developmental disabilities, traumatic brain injuries, and serious mental illness in residential settings.
  • Assisted clients with activities of daily living (ADLs), medication management, and community integration.
  • Built strong therapeutic rapport, helping reduce behavioral incidents and improve clients’ quality of life.
  • Collaborated with interdisciplinary care teams and documented progress using Therap software.
  • After my first year I was promoted to Program Director of a high-acuity and highly-behavioral adult group home serving clients with neurodevelopmental and psychiatric disorders.
  • Supervised and trained a team of Behavioral Health Technicians, optimizing schedules and improving shift coverage and team morale.
  • Developed individualized treatment and behavior support plans in collaboration with clinical teams, guardians, and county case managers.
  • Ensured regulatory compliance with MN 245D licensing standards and improved behavioral outcomes through staff coaching and client-centered interventions.
  • Oversaw budgeting, resource allocation, and environmental safety, maintaining program integrity and financial accountability.
  • Provided ongoing direction and leadership for program operations.
  • Attended every care team meeting with clients and their stakeholders to advocate for them and their specific needs.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones. This did amazing things for our team's morale and employee retention!
  • Maintained positive, trusting and honest relationships with clients to improve retention and client well-being, uncover issues, identify applicable solutions, and offer guidance.
  • Maintained and updated project related documents.
  • Developed and implemented program evaluation systems to assess program impact.
  • Negotiated program contracts and agreements with community resources to obtain cost-effective pricing on activities and programs geared for the specific population.
  • Coordinated budgeting, scheduling and resource allocation to facilitate smooth flow of operations.
  • Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
  • Monitored program performance to identify areas for improvement.
  • Recruited and trained staff and volunteers to upgrade collective team skills.
  • Identified risks and developed mitigation plans.


Personal Support Worker

Lane County Department of Health & Human Services
01.2016 - 07.2019
  • Provided in-home behavioral support to children with autism spectrum disorder (ASD), implementing care plans designed in coordination with therapists and families.
  • Conducted functional assessments to identify developmental needs and inform individualized treatment goals.
  • Created and executed weekly behavioral goal plans, resulting in measurable improvements in communication, emotional regulation, and daily functioning.
  • Coordinated services across families, schools, and therapy teams to ensure continuity of care and successful intervention outcomes.
  • Facilitated therapeutic play and skill-building activities to foster engagement and promote developmental milestones.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Consulted with supervisors to assess cases and plan strategies for enhancing care.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Assisted with daily living activities, running errands, and household chores.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Trained and coordinated work of new support workers.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Completed regular check-ins and progress report for each client.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Recorded status and duties completed in logbooks for management.
  • Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Scheduled daily and weekly care hours for client caseload.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.

Education

Master of Arts - Integrated Behavioral Health (LPCC/LADC track)

University of Minnesota
Minneapolis, MN
08.2025

Bachelor of Arts - Psychology

University of Minnesota
Minneapolis, MN
01.2021

Associate of Arts - Psychology

Lane Community College
01.2019

High School Diploma - undefined

Menomonie High School
01.2009

Skills

Administrative & Office Skills
  • Filing
  • Office inventory management
  • Office administration
  • Office equipment maintenance
  • Office opening and closing
  • Schedule management
  • Staff scheduling procedures
  • Appointment scheduling
  • Workload management
  • Time management
  • Document management
  • Documentation and recordkeeping
  • Report preparation & development
  • Project support & coordination
  • Meeting coordination & preparation
  • Event planning
  • Travel arrangements
  • Reception desk management
  • Administrative support
  • Office management
  • Supply management
  • File organization
  • Mail handling
  • Business correspondence
  • Document control
  • Professional and polished presentation
  • PC competent
  • Microsoft Word, Excel, Access
  • Google Suite proficiency
  • Multi-line telephone operation
  • Telephone skills & etiquette
  • Technical support
  • Calendar and schedule preparation
Financial & Business Skills
  • Accounting ledger management
  • Bookkeeping
  • Expense tracking & reporting
  • Budget monitoring & control
  • Profit and loss management
  • Financial management & records oversight
  • Revenue management
  • Cost analysis and savings
  • Contract management
  • Purchasing and planning
  • Sales management & expertise
  • Salesforce management
  • Customer relationship management (CRM)
  • Vendor management & relationships
  • Vendor sourcing
Clinical & Healthcare Skills
  • Patient assessment & monitoring
  • Patient consultation & support
  • Clinical judgment & assessment
  • Medical office administration
  • Care planning & plan development & adjustment
  • Discharge coordination & planning
  • Medication administration & distribution
  • Diagnostic tools & evaluation
  • Psychiatric evaluation
  • BAC screening/drug screen collection
  • Substance abuse treatment & education
  • Addiction specialist
  • Direct patient care
  • Individual therapy & counseling
  • Group therapy facilitation & coordination
  • Therapy delivery & team planning
  • Applied behavior analysis
  • Behavioral assessment & intervention
  • Behavioral plan & support plan management
  • Functional behavioral assessments
  • Autism spectrum disorder care
  • Clinical information system management
  • EMR updating & electronic charting
  • Patient documentation
  • Progress assessment & documentation
  • Defining treatment objectives
  • Evidence-based therapy & interventions
  • Crisis intervention & de-escalation techniques
  • Suicide prevention
  • Recovery support services
  • Caregiver & family education
  • Patient education & counseling
  • Client confidentiality & psychosocial analysis
  • Safety planning
  • Daily living skill development
  • Life skills training
  • Positive reinforcement, skill building, social skill development
Interpersonal & Leadership Skills
  • Team collaboration & building
  • Multidisciplinary collaboration
  • Leadership & team leadership
  • Coaching and mentoring
  • Staff management & supervision
  • Staff training & development
  • Employee development & onboarding
  • Performance management & analysis
  • Staff scheduling & delegation
  • Conflict resolution
  • Change management
  • Relationship building & client relations
  • Partnership development
  • Stakeholder management
  • Networking & networking strategies
  • Cross-cultural & culturally-sensitive communications
  • Boundary setting
  • Compassion and empathy
  • Clear & exceptional interpersonal communication
  • Calm demeanor
  • Positive and professional attitude
Project, Strategy & Analytical Skills
  • Project management & planning
  • Innovation management
  • Goal setting
  • Policy implementation & development
  • Strategy & decision-making
  • Data analysis & collection
  • Report analysis
  • Key performance indicators
  • Competitor research
  • Resource allocation
  • Risk management
  • Expectation setting
  • Work prioritization & task prioritization
  • Multitasking & organization
  • Problem-solving & resolution
  • Complex problem-solving
Community & Outreach Skills
  • Community engagement & education
  • Outreach activities
  • Service referral & coordination
  • Providing community referrals
  • Client services
  • One-on-one support
  • Group behavioral intervention programs
Technical & Other Skills
  • Microsoft Word, Excel, Access
  • Google Suite proficiency
  • Tech-savvy
  • Computer skills
  • Documentation & recordkeeping
  • Spreadsheet tracking
  • Analytical skills

Certification

  • Mandt System 2.0 Certified (Behavioral Crisis Training)
  • American Red Cross: BLS - CPR, AED, First Aid Current
  • MN DHS Vulnerable Adult Certification
  • Prior Authorization Best Practices (2023)
  • Valid driver’s license
  • MN LADC 880 hours of supervised work experience completed.

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Client Administrative Coordinator – Outpatient Services

Hazelden Betty Ford
03.2025 - Current

Mental Health Professional (MHP)

Gateway Health Services
11.2024 - 03.2025

Admissions Director & Utilization Review Manager

Abria Detox/Abria Recovery
03.2024 - 11.2024

Admissions Coordinator

Burkwood Treatment Center
10.2022 - 01.2024

Program Director (Promoted from Behavior Technician)

Howry Residential Services
06.2020 - 07.2022

Personal Support Worker

Lane County Department of Health & Human Services
01.2016 - 07.2019

Associate of Arts - Psychology

Lane Community College

High School Diploma - undefined

Menomonie High School

Master of Arts - Integrated Behavioral Health (LPCC/LADC track)

University of Minnesota

Bachelor of Arts - Psychology

University of Minnesota

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