Alicia Caldwell
Grand Prairie,TX
Summary
Dynamic Behavioral Healthcare Coordinator at Blue Cross Blue Shield of Texas, skilled in quality improvement and multicultural sensitivity. Successfully developed educational materials and coordinated care plans, enhancing patient outcomes. Proven ability to mentor teams and implement process improvements, fostering a culture of self-care awareness and effective communication.
Overview
32
32
years of professional experience
Work History
Behavioral Healthcare Coordinator
Blue Cross Blue Shield of Texas
07.2022 - Current
- Coordinated care plans for patients with behavioral health needs, ensuring comprehensive support and resources.
- Collaborated with multidisciplinary teams to facilitate patient assessments and treatment recommendations.
- Developed educational materials for patients and families to enhance understanding of behavioral health conditions.
- Monitored patient progress through regular follow-ups, adjusting care plans as necessary to improve outcomes.
Pharmacy Mail Operations Rep
Humana
01.2019 - 07.2021
- Coordinated daily operations to enhance workflow efficiency across departments.
- Developed and implemented process improvements to streamline service delivery.
- Mentored junior staff on operational best practices and company policies.
- Analyzed operational data to identify trends and recommend actions for improvement.
Blue Card Specialist
Blue Cross Blue Shield of Arkansas
03.2017 - 11.2018
- Developed and implemented process improvements to enhance operational efficiency.
- Analyzed data trends to support strategic decision-making across departments.
- Collaborated with cross-functional teams to streamline project workflows and deliverables.
- Mentored junior staff on best practices in compliance and customer service standards.
Dispatcher Coordinator
Southeastern Medicaid Transportation
05.2014 - 03.2017
- Coordinated transportation schedules to ensure timely and efficient service delivery.
- Managed communication between clients and drivers to resolve issues promptly.
- Implemented process improvements that enhanced operational efficiency and reduced delays.
- Trained new staff on dispatch protocols and system usage for optimal performance.
Team Lead/Customer Service Representative
AT&T
07.2009 - 03.2014
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Developed training programs to improve team performance and boost employee engagement.
- Implemented process improvements that streamlined workflows, reducing response times significantly.
- Mentored junior staff, fostering professional development and enhancing team capabilities.
Account Representative Manager/Collections Supervisor
Nuvell Financial
05.1997 - 07.2009
- Led account management team to enhance client satisfaction and retention rates.
- Developed strategic initiatives to optimize account performance and revenue growth.
- Streamlined communication processes between clients and internal teams for improved efficiency.
- Mentored junior representatives, fostering skills in customer relationship management.
Cashier
Department of Finance and Administration
08.1993 - 05.1997
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Maintained up-to-date knowledge of financial policies and procedures to ensure compliance.
- Assisted in training new cashiers on operational procedures and customer service standards.
- Resolved customer inquiries and complaints, enhancing overall satisfaction and service quality.
Education
Bachelor of Arts - Business Administration And Management
Philander Smith University
Little Rock, AR12-2000
Bachelor of Science - Nursing
Arkansas State University
Jonesboro, AR05-1993
High School Diploma -
Hall High School
Little Rock, AR05-1992
Skills
- Quality improvement
- Self-care awareness
- Multicultural sensitivity
- Suicide prevention
Timeline
Behavioral Healthcare Coordinator
Blue Cross Blue Shield of Texas
07.2022 - Current
Pharmacy Mail Operations Rep
Humana
01.2019 - 07.2021
Blue Card Specialist
Blue Cross Blue Shield of Arkansas
03.2017 - 11.2018
Dispatcher Coordinator
Southeastern Medicaid Transportation
05.2014 - 03.2017
Team Lead/Customer Service Representative
AT&T
07.2009 - 03.2014
Account Representative Manager/Collections Supervisor
Nuvell Financial
05.1997 - 07.2009
Cashier
Department of Finance and Administration
08.1993 - 05.1997
Bachelor of Arts - Business Administration And Management
Philander Smith University
Bachelor of Science - Nursing
Arkansas State University
High School Diploma -
Hall High School