Tawanna Oliver
Boston,MA
Summary
Clinical care professional with broad expertise in patient care management, healthcare operations, and team leadership. Strong focus on collaborative efforts and adaptable problem-solving to achieve optimal patient outcomes. Skilled in patient assessment, care planning, and interdisciplinary coordination. Known for reliability and responsiveness to evolving healthcare needs.
Overview
8
8
years of professional experience
Work History
Clinical Care Manager
Hearth Inc.
05.2025 - Current
- Supported residents in accessing behavioral health, housing, and social service resources, improving overall stability and quality of life.
- Conduct psychosocial assessments, develop individualized treatment plans, and facilitate care coordination among interdisciplinary teams.
- Strengthened resident engagement through individualized support, active listening, and consistent follow-through on service needs.
- Deliver crisis intervention and safety planning for residents in acute distress, ensuring timely and appropriate referrals to higher levels of care.
- Successfully coordinated care for high-need individuals while maintaining compliance with privacy, safety, and clinical regulations.
- Educate residents on coping strategies, relapse prevention, and wellness tools to promote sustained recovery.
- Designed and led interactive group workshops for residents, enhancing community resilience by teaching effective coping strategies and self-care techniques tailored to their unique needs
- Maintain accurate, confidential documentation in compliance with agency and ethical standards.
- Monitored compliance with healthcare regulations and quality standards within clinical operations.
- Collaborated with multidisciplinary teams to optimize care delivery.
Community Health Navigator
Vinfen
03.2023 - 05.2025
- Conducted outreach and engagement with referred individuals to build trust and initiate participation in the Care Partner Program.
- Completed comprehensive assessments and developed individualized care plans addressing behavioral health, medical, and psychosocial needs.
- Collaborated with clients and providers to set personalized health and wellness goals, offering motivational support and coaching to foster self-efficacy and adherence.
- Facilitated implementation, monitoring, and ongoing review of care plans to ensure progress and continuity of care.
- Identified and addressed barriers to care by empowering clients to develop problem-solving strategies and self-management skills.
- Educated clients on available health services and community resources to enhance well-being.
- Linked clients to community resources, social services, and behavioral health supports that aligned with their treatment goals.
- Partnered with interdisciplinary teams to ensure coordinated care, communicating regularly regarding service updates, hospitalizations, and goal progress.
- Provided advocacy and emotional support by accompanying clients to appointments and helping them navigate complex healthcare systems.
- Maintained accurate and timely documentation through secure communication, case reviews, and electronic records, ensuring compliance with HIPAA and organizational standards.
- Managed a dynamic caseload while contributing to program outcomes, client satisfaction, and quality improvement initiatives.
Monitor Unit Customer Service Team Lead
Boston Public Schools Department of Transportation
08.2022 - 03.2023
- Oversaw daily operations of the Bus Monitor Unit Customer Service Team, ensuring timely, high-quality support for families, schools, and transportation staff.
- Served as the primary liaison between Operations, Transportation Officers, Customer Service, and school administrators to resolve complex service issues.
- Handled escalated inquiries and service failures with professionalism and empathy, utilizing de-escalation and problem-solving techniques to restore satisfaction.
- Conducted outreach and follow-up with families and staff regarding transportation concerns, ensuring clear communication and accountability.
- Monitored student transportation routes to ensure safety and compliance with district policies.
- Coordinated communication between drivers, schools, and parents regarding schedule changes and incidents.
- Implemented process improvements that enhanced efficiency in route management and communication flow.
- Researched and documented all customer concerns, leveraging internal databases and operational tools for efficient troubleshooting.
- Provided real-time coaching and guidance to Customer Service Representatives, promoting consistency and accuracy in service delivery.
- Collaborated with Operations Coordinators to troubleshoot logistical and staffing challenges in real time.
- Managed SPED cab monitor payroll and scheduling inquiries, ensuring compliance with departmental standards.
- Supported cross-departmental communication and maintained productive relationships with schools, central office teams, and transportation personnel.
- Contributed to process improvements and quality assurance initiatives under the direction of the Unit Leadership Team and the Executive Director of Transportation.
ACCS Community Connector
Vinfen
06.2019 - 08.2022
- Supported adults with psychiatric conditions in achieving community integration, independence, and recovery through ongoing case management and advocacy.
- Facilitated client access to housing, employment, education, healthcare, and social services, fostering stability and empowerment.
- Conducted strengths-based assessments to identify client goals and connect them with natural supports and community resources.
- Provided psychoeducation and coaching to enhance life skills, symptom management, and social functioning.
- Delivered crisis intervention and emergency response services, conducting immediate clinical assessments and coordinating care as needed.
- Advocated for clients in navigating complex systems including insurance (MassHealth, Medicare, SSI/SSDI), housing, and public assistance.
- Collaborated closely with psychiatrists, nurses, and clinicians to ensure integrated behavioral health care and continuity of services.
- Assisted clients in identifying and overcoming motivational and psychosocial barriers to employment, education, and wellness goals.
- Documented all encounters, billing information, and interventions accurately in compliance with agency and confidentiality standards.
ACCS Outreach Worker
Vinfen
10.2018 - 06.2019
- Provided direct support and skill-building interventions identified in client treatment plans to promote daily living skills, symptom reduction, and personal growth.
- Assisted persons served in medical, psychiatric, and community appointments, offering emotional support and advocacy.
- Facilitated crisis intervention and de-escalation, ensuring client safety and adherence to individualized care plans.
- Supported clients in self-management of symptoms through safety planning, medication education, and coping skill development.
- Maintained collaborative relationships with community partners and service providers to enhance continuity of care.
- Participated in staff orientation and training, contributing to team development and quality service delivery.
- Managed general case management responsibilities and maintained accurate clinical documentation.
Overnight Youth Counselor
Youth Villages
04.2018 - 09.2018
- Monitored residents overnight to ensure safety, emotional stability, and adherence to program guidelines.
- Provided emotional support, redirection, and crisis management for youth struggling with behavioral or emotional challenges.
- Assisted residents with morning routines and school preparation, modeling structure and consistency.
- Maintained accurate documentation of incidents, progress notes, and overnight observations for clinical review.
- Communicated effectively with day staff and supervisors to ensure continuity of care and support for residents.
- Demonstrated trauma-informed care principles, fostering a safe, nurturing environment conducive to healing and growth.
Education
MS - Licensed Mental Health Counseling
Merrimack College
North Andover, MA05-2027
BS - Psychology
Lesley University
Cambridge, MA05-2024
AS - Human Services
Bunker Hill Community College
Charlestown, MA05-2021
Skills
- Crisis Intervention & De-escalation
- Psychosocial Assessment & Diagnosis (DSM-5)
- Treatment Planning & Case Management
- Individualized treatment planning
- Trauma-Informed & Strengths-Based Care
- Client Advocacy & Empowerment
- Cultural Competence & Diversity Awareness
- Interdisciplinary Collaboration
- Clinical Documentation & Progress Monitoring
- Behavioral Health Education & Support
- Group facilitation skills
- Program development & Recruitment
- HIPAA compliance & Ethics codes
- Medication management & Direct patient care
- Discharge planning & Reintegration
- Staff education and training
- EMR / EHR
Timeline
Clinical Care Manager
Hearth Inc.
05.2025 - Current
Community Health Navigator
Vinfen
03.2023 - 05.2025
Monitor Unit Customer Service Team Lead
Boston Public Schools Department of Transportation
08.2022 - 03.2023
ACCS Community Connector
Vinfen
06.2019 - 08.2022
ACCS Outreach Worker
Vinfen
10.2018 - 06.2019
Overnight Youth Counselor
Youth Villages
04.2018 - 09.2018
MS - Licensed Mental Health Counseling
Merrimack College
BS - Psychology
Lesley University
AS - Human Services
Bunker Hill Community College