AMBRE CARTER-EARL
Apple Valley,CA
Summary
Dynamic and empathetic professional with over 15 years of experience in behavioral health and crisis intervention. Excelled in management, leveraging analytical skills and a patient-centered approach to enhance care outcomes. Proficient in SAAS and CRM, with a proven track record in improving service delivery and training teams for excellence in patient care. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
14
14
years of professional experience
Work History
Lead Case Manager
Vynca Care
06.2024 - Current
- Collaborated with interdisciplinary teams to create comprehensive care plans tailored to individual client needs.
- Improved case documentation accuracy by implementing efficient record-keeping systems and procedures.
- Facilitated regular meetings with clients, ensuring progress towards goals was on track and addressing any barriers encountered.
- Participated in ongoing professional development opportunities, contributing to a culture of learning within the organization.
- Implemented quality control measures to ensure consistency in case management practices throughout the team.
- Advocated for clients'' needs at all levels of the organization, promoting positive change in service delivery models.
Behavioral Health Case Manager
Elevance Health
12.2021 - Current
- Engages members to mitigate disenrollment, resolve complex member issues, and assist in accessing correct care
- Responsible for ensuring that appropriate member treatment plans are followed on moderately complex cases and for proactively identifying ways to improve the health of our members and meet quality goals
- Coordinates follow-up care plans, scheduling appointments or enrolling members in programs
- Assessing members compliance with medical treatment plans via telephone or through on-site visits
- Recommends treatment plan modifications and determines need for additional services, in conjunction with case management and provider
- Coordinates identification of and referral to local, state or federally funded programs
- Prepares reports to document case and compliance updates
- Establishes and maintains relationships with agencies identified in appropriate contract
- Conducted assessments, identified needs, and developed service plans accordingly
Project Coordinator
Maxim Healthcare
01.2019 - 03.2023
- Oversaw permit applications and tracking, ensuring timely approvals for all necessary project components.
- Conducted progress reporting meetings regularly, keeping stakeholders informed and engaged throughout the project lifecycle.
- Developed comprehensive project plans, ensuring all milestones were clearly defined and achievable.
- Optimized project schedules, identifying critical path tasks and reallocating resources to maintain momentum.
- Expanded referral network for additional support services, ensuring that clients had access to a full range of resources needed to thrive during recovery.
- Proactively identified potential barriers to care access or engagement for clients; worked collaboratively with patients and providers to develop solutions that supported positive outcomes.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Manage multiple projects, and initiate, implement, and monitor changes while providing regular project updates
Crisis Counselor
Insight Global
03.2022 - 10.2022
- Provide mental health information and/or referrals as requested
- Work collaboratively with individuals in crisis and respect their right to be involved in their care and other related decisions
- Provide suicide prevention and crisis intervention counseling to LGBTQ young people nationwide via text and chat
- Document and maintain accurate, thorough records of all telephone interventions transacted during the work shift
- Provided crisis intervention counseling services to individuals in need of emotional support and guidance
- De-escalated client distress with encouraging advice and situational empathy
- Implemented safety planning techniques with high risk clients to help them manage their emotions during difficult times
- Utilized evidence-based interventions such as Cognitive Behavioral Therapy, Dialectical Behavior Therapy, Solution Focused Brief Therapy and Trauma Focused Cognitive Behavioral Therapy
- Identified potential risk factors that could lead to a crisis situation in order to provide proactive interventions before an emergency arises
Lead CSR
Asurion
04.2020 - 10.2022
- Processed claims and provided world-class customer service experience for customers by answering questions and diffusing frustrations
- Built trust and rapport with customers and interacted extensively with customers to achieve timely issue resolution while maintaining high standards for metrics
- Used advanced technical knowledge to solve technical support for programming equipment issues
- Communicate with center leadership and corporate customers and observe performance gaps; tracking and analyzing compliance to call center service standards
- Utilized multiple software programs including CRM systems, live chat platforms, help desk ticketing system and more
Project Coordinator
UnitedHealth Group
01.2016 - 05.2021
- Ensure that all aspects of a project are organized and in conformance with timeline and deliverables requirement
- Develop and maintain project performance database that tracks overall progress and achievement of milestones
- Assign and monitor resources effectively to boost project efficiency and maximize deliverables output
- Report project risks and outcomes to appropriate management channels and escalate issues according to project work plan
- Serve as a point of communication between company teams and external resources
- Deepen partnerships with outside resources, including stakeholders and researchers
- Maintained an organized system of records including documents such as contracts, invoices, change orders
- Coordinated resources across multiple departments to ensure successful implementation of projects
Behavior Specialist
Learn It Systems
01.2017 - 05.2020
- Direct intervention 1:1 and or small group within the home, school, community, or clinic
- Involve families prior to discharge in therapy, teaching strategies for lasting change
- Participate in ongoing supervision, including direct observations by supervisors or BA's
- Set up and manipulate the environment for therapy session to decrease any distractions and ensure safety of client and self
- Effectively communicate youth needs, outcomes, and progress during client-centered treatment and IEP meetings
- Increased residential counselor competence by developing training programs to ensure continuity in execution of Behavior Support Plans
- Implemented teaching procedures using evidence-based practices and science-backed strategies of applied behavior analysis
- Managed inappropriate behaviors through behavior intervention plans and support from clinical team
Customer Service Manager
Cobalt Communications
07.2014 - 03.2017
- Effectively supervised day-to-day front-end operations of a busy customer service department
- Trained new hires and mentored top customer service agents and front-end staff
Mental Health Team Support Worker
Trinity Youth Services
08.2013 - 12.2016
- Interact with parents, therapists, and legal system
- Implement trauma informed tactics to mentally, emotionally, and physically troubled youth
- Assist with interventions which are skill-based and for the remediation of behaviors and reduction of symptoms
- Assist in the delivery of intensive, individualized, strength-based, and needs-driven intervention activities that support the engagement and participation of the youth and his/her significant support persons, and help the child or youth develop skills and achieve the goals and objectives of their plan
- Assists licensed/waivered professional staff in assessments and treatment planning; may plan and implement specific aspects under supervision
- Provide 1:1 behavior intervention for juvenile males on probation based on client's treatment plan
- Promote growth and development in the children and assist them in reaching goals in accordance with their treatment plan
- Initiate incident reports concerning behavioral problems, injuries, or accidents; provide complete and accurate documentation including dorm logs and other reports as assigned
PRN Care Facilitator
Kids TLC
05.2016 - 11.2016
EOB Clerk
Desert Valley Hospital Business Office
08.2010 - 04.2014
- Answer and transfer incoming calls and identify/resolve any issue with caller
- Create and batch Appeals and EOB's, File DSG's, E-files, Send, Scan and file Cert Mail
- Mail charity letters, claims and SOC letters
- Posting payments for Ophthalmology medical claims in our billing software
- Demonstrates the ability to accurately determine the correct payer responsible for payment of services based on their coordination of benefits
- Review patient's demographics and insurance information and complete all necessary billing screens as per office policy
- Identifies missing payment remittances for funds that are deposited daily
- Answers calls from patients regarding their account
- Answers calls from other office staff, regarding insurance/authorizations etc., lends support to the clinical staff regarding injections
- Assist and enroll patients in the foundations for drug balance assistance programs
- Contacts patients to perform collection actions, corrects patient insurance information, and resubmits claims as necessary
- Processes and balances any insurance payments received
Education
Bachelor of Science - Behavioral Health W/ Emphasis in Trauma
Grand Canyon University
Phoenix, AZ05-2015
High School Diploma -
Saint Mary's Academy
Inglewood, CA06-2009
Skills
- Case documentation
- Client advocacy
- Ethical practice
- Progress monitoring
- Satori Alternative to Managing
Aggression (SAMA)
- MEDITECH EHR Software
- Case Documentation
- Clinical Quality Improvement
- CAHPS
- Project Management & Organizational Management
Timeline
Lead Case Manager
Vynca Care
06.2024 - Current
Crisis Counselor
Insight Global
03.2022 - 10.2022
Behavioral Health Case Manager
Elevance Health
12.2021 - Current
Lead CSR
Asurion
04.2020 - 10.2022
Project Coordinator
Maxim Healthcare
01.2019 - 03.2023
Behavior Specialist
Learn It Systems
01.2017 - 05.2020
PRN Care Facilitator
Kids TLC
05.2016 - 11.2016
Project Coordinator
UnitedHealth Group
01.2016 - 05.2021
Customer Service Manager
Cobalt Communications
07.2014 - 03.2017
Mental Health Team Support Worker
Trinity Youth Services
08.2013 - 12.2016
EOB Clerk
Desert Valley Hospital Business Office
08.2010 - 04.2014
Bachelor of Science - Behavioral Health W/ Emphasis in Trauma
Grand Canyon University
High School Diploma -
Saint Mary's Academy
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