Amy Fickel
Mesa,AZ
Summary
Proactive employee managing 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
18
18
years of professional experience
Work History
Case Manager Analyst
CVS-Mercy Care Long Term Care
Phoenix , AZ
2014.11 - Current
- Manages fluctuating caseload of 55-68 clients and 7-15 facilities along with family representatives and contracted providers
- Handles 20-30 calls and emails daily or more during escalated issues requiring assigned duties to be triaged
- Develops comprehensive care plans every 3-months or as needed to determine appropriate services, supports, and resources to best meet our vulnerable client needs
- Follows up with determined referrals for services, equipment, and supplies every 2-weeks documenting progress until completion
- Effectively use Microsoft Office to manage time; develop presentations; create documents including two adapted by the department; and track caseload and department initiatives
- Builds strong relationships by participating in facility, provider, and community events to promote coordination of care and company brand
- Adapts to many modified federal and state regulations while learning new software to meet department time frames and client care plans with audit score of 95%
- 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 sharing resources, contacts, and documents to assist in their workload and team performance
Rehabilitation Specialist
Arizona Regional Behavioral health authority
Scottsdale , AZ
2009.06 - 2014.11
- Participated in daily and weekly meetings to determine recommended services and supports for clients to better manage overall health
- Assisted team of 12-14 case managers with overflow tasks such as care plans, data entry, referrals, and transportation while managing own responsibilities
- Completed 4-6 quarterly and annual client service plans along with 1-3 provider referrals weekly being cautious of privacy practices
- Developed several groups for 5-10 clients to increase confidence and self-sufficiency by exploring community, learning, and volunteering opportunities
- Assessed and referred 3-6 clients monthly to Vocational Rehabilitation Program working together to develop an individualized plan to prepare, enter, or retain competitive employment
- Communicated with hard of hearing or deaf clients and those with aphasia using sign language, simplified speech, hand gestures, and visual aids while monitoring facial expressions to confirm understanding.
Family Mentor
Arizona Regional Behavioral Health Authority
Scottsdale , AZ
2006.08 - 2008.09
- Supported clients diagnosed with serious mental illness and their families providing education, network and community resources, and assistance navigating services.
- Advocated for client rights and responsibilities along with reducing stigma associated with serious mental illness and neuro-cognitive disorders
- Attended monthly provider and community events to develop rapport, coordinate care and learn of available opportunities for our clients
- 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
Associate of Arts - Applied Science
Rio Salado Community College
Skills
- 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
- Quality Assurance Controls and Utilization Management
- Process Improvement
- Quality Assurance Controls
- Training and Development
Timeline
Case Manager Analyst
CVS-Mercy Care Long Term Care
2014.11 - Current
Rehabilitation Specialist
Arizona Regional Behavioral health authority
2009.06 - 2014.11
Family Mentor
Arizona Regional Behavioral Health Authority
2006.08 - 2008.09
Bachelor of Arts - Public Administration
Northern Arizona University
Associate of Arts - Applied Science
Rio Salado Community College
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