Antoinette Rittenhouse
McKinney,TX
Summary
Dynamic Clinical Operations Supervisor at Cigna with expertise in operational management and quality assurance. Proven track record in enhancing customer satisfaction and driving clinical quality improvement initiatives. Skilled in data analysis and effective communication, leading teams to achieve client engagement goals and optimize health advocacy services. Committed to fostering strong relationships and ensuring regulatory compliance.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Clinical Operations Supervisor
Cigna
12.2016 - Current
- Ensures customer satisfaction through operational delivery of quality health advocacy and health coaching services for customers with chronic physical and behavioral health conditions
- Maintains a team of client aligned telephonic registered nurse health advisors, behavioral health coaches and health educators
- Acts as a liaison and collaborates with all matrix partners within the organization - Quality, Medical, Pharmacy, Product, Systems, Training and Sales
- Recruits, selects and hires qualified Registered Nurses, Health Educators and Behavioral Clinicians (may include Case Management Staff)
- Host monthly calls with aligned clients to share operations updates and discuss new strategies to support the client and customer engagement goals and vision
- Maintains quality improvement and ongoing personal development of all staff
- Work closely with the internal account team to ensure all programs are operating as expected and meeting the needs of the client, customers, and Cigna
- Support and engage in client aligned quality assurance audits as appropriate
- Supervises, monitors and review performance of the team to assure that health advocacy and health education services are delivered promptly, cost effectively, courteously, and according to policy and procedure
- Collaborate with Analytics team on report parameters, goals, and outcomes to meet the needs of the client
- Collaborates with Quality Team for quality improvement opportunities and appropriate actions
- Partners with matrix members for the development of appropriate workflows and takes corrective actions when necessary to ensure that objectives, standards, policies and procedures are met
- Co-Facilitator at the August 2019 Houston Business Coalition on Health conference
- Q2 2020 Co-Facilitator with Southeast Texas Regional Sales team at regional client meetings on their health benefits and programs offered through Cigna
Clinical Lead Case Manager Specialist
Cigna
03.2011 - 12.2016
- Provide clinical consultation to telephonic nurse health advisor, behavioral health coaches and health educators
- Provide Crisis Interventions, Telephonic Employee Assistance Consultation (TEAC) outreaches, EAP referrals, and Customer Focused Coaching for aligned behavioral and chronic condition customers
- Assume overall responsibility for management on day-to-day operations in the absence of Supervisors
- Assist Supervisors in the day-to-day management of the team, including facilitating meetings, communicating information and becoming involved in other
- Assist management in resolving client concerns by providing information on disease management and clinical matters to clients, customers and others as requested by management
- Assist Supervisor in staff and account-specific quality audits
- Co-facilitator for Coach, and former Premium Solution Behavioral Coach National Training Forums
- Conduct chart reviews for audits as well as call coaching
- Participate in special projects and various work groups as directed by Supervisors or Senior Management Team
- Assist with coordination of new staff orientations with the designated Clinical Technical Coach in addition to coaching plans for current coaches
- Provide coaching and develops improvement plans with staff to enable skill building and/or progress on individual development plans established
Director of Family & Community
Child & Family Guidance Center
10.2010 - 03.2011
- Designed, implemented, and marketed new programs in mental health in North and East Texas
- Acted as a liaison for the clinical team and collaborated with all matrix partners and external vendors to maximize value of services brought to clients including state government agencies
- Analyzed the data and oversaw reporting and monitoring of performance metrics for clients and contracting purposes
- Monitored revenue and operational expenses ensuring operational excellence of the budget, to ensure proper implementation in the clients’ contracts
- Presenter at conferences and various trainings in the DFW area to promote Mental Health Awareness and better Mental Health management
- Collaborated with marketing team and Senior Leadership to resolve any issues with program design or implementation
- Supervised staff for the Family and Community Education Programs to ensure prompt and efficient customer service was received by all patients, contractors, and referral sources
- Maintained quality improvement and ongoing personal development of all staff
- Evaluated program status/outcome, resources used, while making recommendations to help enhances team’s continued success and effectiveness as well as ensuring Government Contract Compliance
- Provided Therapeutic treatment and support for parents and family with children separated by divorce/other relationship conflict trauma, as well children who were in state juvenile detention system
Community Therapist
Child & Family Guidance Center
12.2007 - 10.2010
- Provided Therapeutic treatment for indigent children and adults with severe behavioral illnesses both in individual and group settings
- Provided Community resources for indigent children, adults and their families as needed
- Maintained appropriate records and documentation of all therapeutic services for both in-home and in-office counseling sessions
- Assisted with clinical audits of customer records for quality and compliance purposes
- Strong crisis management skills
- Experience with diverse populations
Therapist Intern
Veterans Affairs Department
01.2005 - 09.2007
- Counseled spouses and children of deployed soldiers on coping with and adjusting to life stressors and life situations while their spouse/parent is deployed in a combat situation
- Counseled civilian and military families on the family reintegration process
- Counseled families who were low income and high risks for family dysfunction
- Designed individualized therapeutic treatment plans, applying short and long-term strategic psychotherapeutic methods for families
- Counseled military veterans with both physical and mental disabilities to help promote independence through new career paths
- Conceptualize veteran's presenting problems while constructing a treatment plan which the veteran could implement that would lead to him/her improving his/her current condition
- Assisted military veterans and eligible dependents with navigating their GI Bill, Chapter 31 and other educational benefits
- Assisted military veterans and eligible dependents on navigating Tricare benefits for both physical and behavioral health services
Specialist
United States Army
04.2002 - 05.2007
- Assisted Company First Sergeant with day-to-day operations and tasks
- Designed and Implemented programs and tracking reports to monitor physical fitness levels of all soldiers assigned to the Medical Corp
- Audited company personnel records for Quality Assurance and compliance of Army Regulations and Standard Operating Procedures
- Assisted active duties soldiers with identifying mental barriers and goals to overcome those barriers
- Counseled soldiers assigned to the Medical Corp
- About their physical fitness levels and mental health concerns
Special Project Manager/Wellness Director
Washington Sports Club / TSI
10.1999 - 04.2002
- Designed, implemented, and marketed new programs in the health and wellness field
- Researched and defined techniques associated with integrated health trends for all health populations
- Supervised, recruited, and oversaw employees in satellite facilities and day to day operations of those facilities
- Evaluated program status/outcome, resource used while making recommendation to help enhances team’s continued success and effectives
- Provided Quality Assurance services to ensure facilities and agencies maintain agency, state, and federal guidelines
- Implemented billing and tracking reports to expedite amount of time spent on rectifying accounts
- Assisted with state and federal practice and procedure audits on a quarterly basis
- Managed, recruited, and counseled facility personnel of various ethnic and economic backgrounds, guided and supported them on career decisions
- Counseled, guided, and supported individuals on proper nutrition, body image and cognitive distortions
Fitness Director
Sport and Health
01.1999 - 10.1999
- Designed, implemented, and marketed new programs in physical health field
- Implemented billing and tracking reports to expedite amount of time spent on rectifying accounts
- Designed and implemented tracking reports to monitor physical fitness levels of all members within the facility
- Managed, recruited, and counseled facility personnel of various ethnic and economic backgrounds, guided and supported them on career decisions
- Counseled, guided, and supported individuals on proper nutrition, body image and cognitive distortions
Exercise Specialist
Rehab Services of Danville
12.1997 - 12.1998
- Designed and implemented Cardiac Post Rehabilitation Program for patients who had successfully completed physical therapy
- Counseled, guided, and supported individuals on proper nutrition, body image and cognitive distortions
- Designed individualized therapeutic treatment plans, applying short and long-term strategic therapeutic methods
- Audited treatment records and patient charts in accordance to utilization management policies and procedures
Education
Bachelor of Science - Sports Medicine - Concentration in Athletic Training
Averett University
Danville, VAMaster of Science - Community Counseling
Austin Peay State University
Clarksville, TNSkills
- Risk management
- Operational management
- Quality assurance
- Customer service
- Data analysis
- Performance monitoring
- Effective communication
- Training and development
- Relationship management
- Regulatory compliance
- Clinical quality improvement
- Change management
- Public speaking
- Patient care
- Health administration
- Six Sigma Yellow Belt
Certification
- Licensed Professional Counselor, 08/31/25
- Certified Case Manager, 11/30/27
References
References available upon request.
Timeline
Clinical Operations Supervisor
Cigna
12.2016 - Current
Clinical Lead Case Manager Specialist
Cigna
03.2011 - 12.2016
Director of Family & Community
Child & Family Guidance Center
10.2010 - 03.2011
Community Therapist
Child & Family Guidance Center
12.2007 - 10.2010
Therapist Intern
Veterans Affairs Department
01.2005 - 09.2007
Specialist
United States Army
04.2002 - 05.2007
Special Project Manager/Wellness Director
Washington Sports Club / TSI
10.1999 - 04.2002
Fitness Director
Sport and Health
01.1999 - 10.1999
Exercise Specialist
Rehab Services of Danville
12.1997 - 12.1998
Bachelor of Science - Sports Medicine - Concentration in Athletic Training
Averett University
Master of Science - Community Counseling
Austin Peay State University
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