Amy Fickel
Health Services
Mesa,AZ
Summary
Proactive employee managing high, fluctuating caseload with various responsibilities in high-pressure environment. Adept in analyzing client and business needs for best outcome; organizing and prioritizing to complete time sensitive responsibilities; and
identifying potential problematic areas and solutions to work more efficiently. Represents company in a positive light and increases program enrollment by providing great customer service to clients and providers.
Overview
15
15
years of professional experience
Work History
Case Manager Analyst
CVS-Mercy Care Long Term Care
11.2014 - Current
- Manages fluctuating caseload between 55-68 clients and 7-15 facilities in addition to client designated family representative, facility administration and staff, and contracted providers
- Handles 20-30 calls and emails daily receiving more during escalated situations that require assigned duties to be triaged
- Develops comprehensive care plans every 3-months or as needed to determine appropriate services, supports, and community resources to best meet our vulnerable client needs
- Follows up with provider referrals for services, equipment, and supplies every 2-weeks to ensure clients needs are being met then accurately documenting client case file
- Creates documents to organize ongoing changes in assignments and work more efficiently on time-sensitive tasks such as caregiving and companion care requests with 2-documents used by the department.
- Builds strong relationships with providers by participating in meetings every 4-weeks and various site events to promote coordination of care and company brand.
- Adapts to many modified federal and state regulations while learning new software to maintain department set time frames and client care plan audit score of 93%.
- Participates annually in 3-4 educational opportunities to learn current health care trends and better outcomes to share with co-workers, clients, families, and providers.
- Uses strong analytical and problem-solving skills working independently while also collaboratively in team environment
- Mentors new employees and shares community resources, provider contacts, and documents created to assist in organizing work load improving employee retention and team performance
Rehabilitation Specialist-Case Manager
Southwest Network
04.2009 - 11.2014
- Participated in daily team meetings determining tasks for escalated issues and weekly care plan meetings recommending services and supports for clients to better manage overall health.
- Assisted team of 12-14 case managers with various overflow tasks including care plans, data entry, referrals, and transportation while managing my own responsibilities
- Completed 4-6 quarterly and annual client service plans along with 1-3 provider referrals every week being cautious of privacy practices
- Developed several weekly groups with 5-10 clients in attendance to increase confidence and self-sufficiency by exploring community, learning, and volunteering sources
- Assessed and referred 3-6 clients each month to the state's Vocational Rehabilitation Disability Program working together to develop an individualized plan to prepare, enter, or retain competitive employment
- Attended monthly provider and community events to develop rapport, coordinate care, and learn of available opportunities for our clients
- Communicated with hard of hearing or deaf clients using American Sign Language and those with aphasia using simplified speech, hand gestures, and visual aids while monitoring facial expressions to confirm understanding.
- Advocated for clients rights and responsibilities along with reducing stigma associated with serious mental illness and neuro-cognitive disorders
- Volunteered every quarter to assist Mesa and Scottsdale Police Departments with their Crisis Intervention Training to learn appropriate intervention support and techniques to safely de-escalate client situations who are experiencing emergencies
Education
Bachelor of Arts - Public Administration
Northern Arizona University
Flagstaff, AZSkills
- Business Representation and Development
- Healthcare industry understanding
- Cross-Functional Teamwork
- Coaching and Mentoring
- Work Planning and Prioritization
- Client Needs Assessments
- Case Documentation and Reporting
- Analytical and Problem-Solving
- Service and Support Coordination
- Policy and Procedure Adherence
Timeline
Case Manager Analyst
CVS-Mercy Care Long Term Care
11.2014 - Current
Rehabilitation Specialist-Case Manager
Southwest Network
04.2009 - 11.2014
Bachelor of Arts - Public Administration
Northern Arizona University
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