Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Brittany E. Chennault

Elgin

Summary

Social work professional with solid foundation in client advocacy and support services. Proven ability to manage sensitive cases while maintaining confidentiality and providing essential resources. Known for excellent teamwork and adaptability in dynamic environments. Skilled in crisis intervention, resource coordination, and active listening. Experienced with applying theoretical knowledge to practical scenarios in social work settings. Utilizes strong interpersonal and problem-solving skills to assist clients in overcoming challenges. Knowledge of community resources and support systems to ensure holistic care.

Invested Social Worker dedicated to forming trusting relationships and advocating for best interests of clients. Expertise in behavioral health and substance abuse. Respectful and compassionate professional offering 12-year background serving community by providing guidance for clients in need.

Overview

13
13
years of professional experience

Work History

Social Work Intern

DORN VAMC-Veteran Health Administration
08.2024 - Current
  • Collaborate with partners including public and private agencies to achieve permanency for veterans.
  • Collaborate with multidisciplinary team to provide necessary referrals and counseling to achieve and establish patient goals.
  • Participate in program development relate to identify needs of veteran population.
  • Provide emotional support and referrals to veterans and family members/ significant others in support of veteran's treatment.
  • Work with Veterans and family members from various socioeconomic, cultural, ethnic, educational, and other diversified backgrounds utilizing counseling skills.
  • Assess the psychosocial functioning and needs of Veterans and their family members, and to formulate and implement a treatment plan, identifying the Veterans problems, strengths, weaknesses, coping skills, and assistance needed.
  • Ability to implement treatment modalities in working with individuals, families, and groups to achieve treatment goals. This requires judgment and skill in utilizing supportive, problem solving, or crisis intervention techniques.
  • Ability to establish and maintain effective working relationships and communicate with clients, staff, and representatives of community agencies.
  • Fundamental knowledge of medical and mental health diagnoses, disabilities, and treatment procedures. This includes acute, chronic, and traumatic illnesses/injuries; common medications and their effects/side effects; and medical terminology.
  • Provides a full range of clinical services to include case work, individual, family and group counseling, discharge planning, case management and other services as appropriate.
  • Performs case finding functions and outreach, identifying and screening Veterans for current mental health status, housing status, access to resources, and other needs.
  • Provides independent evidence-based psychotherapeutic interventions, including individual, family, and group psychotherapy. Incumbent is able to measure outcomes of these interventions.
  • Provides a full range of psychological assessment services and diagnoses mental disorders, particularly for complex or unusually difficult patients many of whom have psychiatric and medical problems.
  • Assumes complete professional responsibility for their clinical assessment findings, patient care decisions, and documentation.
  • Evaluates their own practice through case conferences and other organizational means.
  • Active participant in the development of treatment plans in collaboration with the Veteran/family and the interdisciplinary treatment team.
  • Coordinates community-based services, including information and referral for additional services from other VA programs, other government programs and community agency programs.
  • Identifies high-risk patients. Incumbent provides complex crisis intervention, clinical assessment, and case management services, seeking to address the cause as well as the presenting complaint.
  • Coordinates family conferences and serves as liaison to family members.
  • Working knowledge and experience in use of medical and mental health diagnoses, disabilities, and treatment procedures. This includes acute, chronic, and traumatic illnesses/injuries, common medications and their effects/side effects, and medical terminology.
  • Verifies the Veteran's status, and eligibility for program participation as defined and directed by Congress.
  • Responsible for ensuring that Veterans experiencing homelessness are considered as primary participants for program acceptance.
  • Provides consultation services to other staff regarding the mental health needs of Veterans and the impact of mental health on health care, adherence to treatment plan and other outcomes.
  • Collaborates in identifying and addressing ethical issues that impact patients and staff, including initiating and participating in ethical consultations.
  • Responsible for reviewing and facilitating agreements between Section-8, landlords, Public Housing Authorities, and the VA in establishing appropriate referral sites for HUDVASH placements.
  • Demonstrates positive communication skills and behaviors that promote cooperation VA Puget Sound Social Work Services and teamwork with internal and external customers.

Operations Manager

Blue Cross Blue Shield of SC
05.2024 - Current
  • Manages staff responsible for providing excellent customer service and timely and accurate processing of claims or appeals.
  • Ensures department standards for production, timeliness, and quality are met.
  • Prepares and reviews management reports.
  • Monitors monthly reports to ensure department standards for production, timeliness, and quality are met.
  • Makes recommendations for process improvements.
  • Maintains effective relationships with internal and external customers by assisting with inquiries and resolving issues.
  • Directs administrative and policy development/implementation/maintenance impacting.
  • Directs the implementation/maintenance of all claims edits and provides updates to rules in the claims auditing system.
  • Responsible for supervision of organizational unit within department to include hiring, disciplinary action, performance evaluation, work assignment and management of direct and indirect reports.
  • Supports training efforts and makes recommendations for further staff development.
  • Acts as a resource for policy updates.
  • Manages customer service, claims processing, and/or appeals staff in ensuring prompt and accurate processing of items and inquiries.
  • Develops and supports strategic initiatives to enhance provider and customer satisfaction.
  • Works closely with areas to track performance and develop measures of success. Implements process improvements.
  • Identifies system limitations and serves as project leader on system enhancements and updates.
  • Leads and supports achievement of departmental, divisional, and corporate strategic objectives. Collaborates with other functional areas to resolve multi-functional issues. Provides necessary assistance and resources when necessary.
  • Develops and monitors budget and resources for all assigned areas. Responsible for the selection, training, and development of staff. Ensures excellent customer service is given to employees, customers, management, etc.

Sr. Director of Clinical Operations

AdhereHealth
02.2023 - 05.2024
  • Direct oversight for activities to meet or exceed Resolve business goals.
  • Manage over 100+ remote contract staff to ensure program(s) productivity, quality and consumer satisfaction/client success and client performance objectives met contractual requirements and adherence pharmacy performance standards.
  • Collects and analyzes data in a way that supports the customer experience and business best practices.
  • Review service level agreement (SLA) with client success to ensure eligibility files and implementation is initiated.
  • Forecast operational functioning in alignment with
  • Developed and execute SAAS strategy aligned with the company’s overall objectives, driving revenue growth and customer satisfaction (Apex/Banner client).
  • Lead SAAS team providing guidance and mentorship to client’s identified employees.
  • Monitor several clients on adherence to medication within the selected population.
  • Participates in the development of policies and procedures for operational use. Annual updates established.
  • Utilizes customer feedback from quality survey, and call calibrations to establish strategic business goals.
  • Provides operational oversight to support consistent achievement of performance expectations to include daily call campaign, manual call lists and staffing strategies.
  • Communicate client and company goals and metrics with team members to deliver a high level of customer service.
  • Provide insight and advice on complex inquiries and concerns.
  • Use strategies to design roadmaps to help identify best practices and pain points.
  • Conduct regular weekly performance metric reviews, performance reviews and one-on-one meetings with direct reports to evaluate performance.
  • Oversee and coordinate the daily activities of the Adherence Care Navigator team leads and Medication Case Managers
  • Review operational reports daily, develop and implement action plans to address deficiencies.
  • Provide regular feedback to AVP of Clinical Operations and other members of the management team regarding current operational performance overall and at the client level.
  • Escalate issues to internal stakeholders and in real-time.
  • Partner with human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
  • Ensure that Adherence Care Navigator activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner.
  • Execute short-term and long-term performance goals developed by Senior Leadership Team
  • Collaborate with departmental colleagues to develop comprehensive training program and maintain training materials to ensure that contact center staff receives high-quality technical and soft skills training.
  • Participate in new and existing product development to support product and program development.
  • Oversee the Clinical Operations implementation of new and renewing clients.

Care Navigation Manager

Valera Health
11.2022 - 02.2023
  • Documents in a manner that is concise and relevant to the patient’s condition and plan of care.
  • Established and Case management program for a start-up healthcare company.
  • Facilitates referral of patients to appropriate resources to meet their health and financial needs.
  • Documentation in medical record(s) all relevant information to the social worker’s assessment, the patient’s plan of care and direct assistance in a concise manner.
  • Assess needs of all teams. Supports care management’s teams and its patients. Attends visits with patients/families as required.
  • Attend continuing education conference as deemed necessary.
  • Displays nonjudgmental acceptance, maintains confidentiality, and establishes a positive rapport and working relationships with patients/family/visitors/staff/community.
  • Conduct intake assessment, needs assessment, treatment planning, and reassessment services.
  • Provide day-to-day support, supervision, and performance reviews for Patient Navigators.
  • Reviews patient cases with Patient Navigator and provides advice, direction, and support as needed.
  • Measure performance using appropriate project management tools and techniques.
  • Establish and maintain relationships with healthcare providers and other community-based organizations.
  • Attend conferences and training as required to maintain proficiency.
  • Develop spreadsheets, diagrams, and process maps to provide visual representation of process improvements and increase in company revenue with company partnership.
  • Hire and develop high-performing Care Navigators and Team Leads to provide world-class member service in multiple support channels.
  • Work closely with the Vice President of Member Success and Director of Care Navigation to evaluate, test, and implement departmental and operations improvement.
  • Drive operational excellence by monitoring and holding team members accountable to KPIs and individual metrics.

Behavioral Health Call Center Manager

Blue Cross Blue Shield of SC
11.2021 - 10.2022
  • Managed and motivates staff to ensure prompt and accurate response to calls, e-mail, web, handwritten inquiries.
  • Managed and investigated outpatient behavioral health claims for denial reasons and provided minimum benefit coverage.
  • Conducts hiring, interviewing, disciplinary actions, and performance evaluations.
  • Provides assistance and cross training to other various departments of the division.
  • Ensures all departmental and/or contract standards are being met.
  • Collaborate with Team Health contact (Jeff) to manage after-hours behavioral health call volume.
  • Team Health collaboration quarterly to revisit phone tree contact information.
  • Organize meetings with Team Health to ensure suicidal calls follow the correct protocol and are handled with care.
  • Responsible for ensuring business and customer needs are met systematically and correctly.
  • Ensures departmental performance and productivity is met with effective training, selection, and motivation of employees.
  • Monitors calls, service, and workload.
  • Tracks any service complaints and analyzes problems to provide solutions or develop proper training of staff.
  • Represents department on projects and process improvements.
  • Helps in cross training to various departments of the division.
  • Strong oral and written communication skills.
  • Top management is responsible for establishing policies, guidelines, and strategic objectives, as well as for providing leadership and direction for quality management within the organization.
  • Designing and implementing business plans and strategies to promote the attainment of goals.
  • Evaluate and negotiate contracts with providers upon network conception.

Behavioral Health Call Center Supervisor

Blue Cross Blue Shield of SC
05.2016 - 11.2021
  • Supervises and motivates staff to ensure prompt and accurate response to calls, e-mail, web, handwritten inquiries.
  • Managed and investigated outpatient behavioral health claims for denial reasons and provided minimum benefit coverage.
  • Collaborate with Team Health contact (Jeff) to manage after-hours behavioral health call volume.
  • Team Health collaboration quarterly to revisit phone tree contact information.
  • Conducts hiring, interviewing, disciplinary actions, and performance evaluations.
  • Ensures all departmental and/or contract standards are being met.
  • Responsible for ensuring business and customer needs are met systematically and correctly.
  • Ensures departmental performance and productivity is met with effective training, selection, and motivation of employees.
  • Monitors calls, service, and workload.
  • Tracks any service complaints and analyzes problems to provide solutions or develop proper training of staff.
  • Represents department on projects and process improvements.
  • Provides assistance and cross training to other various departments of the division.
  • Strong oral and written communication skills.
  • Strong decision-making, analytical, problem solving and time management skills.

Behavioral Health Customer Service Coordinator

Blue Cross Blue Shield of SC
04.2014 - 05.2016
  • Managed a high-volume workload within a deadline-driven managed behavioral healthcare environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Investigated outpatient behavioral health claims for denial reasons and provided minimum benefit coverage.
  • Provided support to over 15 direct reports with claims research, claim denials, and benefit coverage.
  • Collaborate with Team Health to manage after-hours behavioral health call volume.
  • Responsible for investigation and processing of behavioral health claims.
  • Encompasses all areas of behavioral health, with a key focus on outpatient precertification.
  • Functions as a team lead for behavioral health call center team.
  • Provides prompt, accurate and courteous responses to all complex customer inquiries.
  • Ability to work independently and make sound decisions.
  • Demonstrates leadership, decision-making, problem solving, interpersonal and time management skills.
  • Implemented team building strategies to direct, motivate and build team moral.
  • Effectively operate multiple operating systems and handle confidential and sensitive information.
  • Assisted customers with pre-certification in reference to managed behavioral healthcare.
  • Obtain precertification for patient and facilities in reference to patient’s mental illness.
  • Processed incoming and outgoing fax request in reference to precertification.
  • Mentoring and training new and current call center staff.
  • Helped company attain the highest customer service, earned 100% quality marks in all categories including communication skills, listening skills, problem resolution and politeness.
  • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
  • Completed voluntary customer service -training to learn ways to enhance customer satisfaction and improve productivity.
  • Initiate the requests for Inpatient request for Mental Health services.
  • Review claims and process the request to the appropriate area for customer-related issues.
  • Build rapport, listen, clarify and manage conversational flow.
  • Manage upset customers, conflicts and challenging situations.
  • Deliver outstanding service, exceed expectations and build long-term loyalty.
  • Work in teams and in a self-directed environment.
  • Develop incentive programs to encourage peak performance from CSRs and inspire teamwork.
  • Utilized strategic plans to enhance customer service satisfaction by using tools provided to maintain and increase service levels to both internal and external customers.
  • Follow up and communicate with specific departments for escalation and resolution of more complex problems.
  • Process TMCS entry and ADGS check audit for call center staff.
  • Maintain 95% availability rate within our customer service quota for operational drive.
  • Manages claims with several years of processing claims experience.
  • Implement training strategies and tools.

Behavioral Health Customer Service Advocate I

Blue Cross Blue Shield SC
04.2012 - 04.2014
  • Managed a high-volume workload within a deadline-driven managed healthcare environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Collaborate with Team Health to manage after-hours behavioral health call volume.
  • Assisted customers with pre-certification in reference to behavioral health services.
  • Obtain precertification for patient and facilities in reference to patient’s mental illness.
  • Processed incoming and outgoing fax request in reference to precertification.
  • Helped company attain the highest customer service, earned 100% quality marks in all categories including communication skills, listening skills, problem resolution and politeness.
  • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
  • Completed voluntary customer service -training to learn ways to enhance customer satisfaction and improve productivity.
  • Initiate the requests for Inpatient request for Mental Health services.
  • Review claims and process the request to the appropriate area for customer-related issues.
  • Build rapport, listen, clarify and manage conversational flow.
  • Manage upset customers, conflicts and challenging situations.
  • Deliver outstanding service, exceed expectations and build long-term loyalty.
  • Work in teams and in a self-directed environment.
  • Develop incentive programs to encourage peak performance from CSRs and inspire teamwork.
  • Utilized strategic plans to enhance customer service satisfaction by using tools provided to maintain and increase service levels to both internal and external customers.
  • Follow up and communicate with specific departments for escalation and resolution of more complex problems.
  • Process TMCS entry and ADGS check audit for call center staff.
  • Handle escalations among call center staff.
  • Maintain 95% availability rate within our customer service quota for operational drive.
  • Manages claims with several years of processing claims experience.
  • Implement training strategies and tools.

Education

MSW -

Winthrop University
12.2025

BA - Psychology

Francis Marion University
05.2021

Skills

  • Cultural awareness
  • Client support
  • Commitment to ethical standards
  • Personal development coaching
  • Healthcare navigation
  • Professional boundaries
  • Substance abuse awareness
  • Confidentiality adherence
  • Mental health assessment
  • Individual counseling
  • Psychosocial assessment
  • Discharge planning
  • Grief counseling
  • Interdisciplinary collaboration
  • Client advocacy
  • Mental health support
  • Crisis intervention
  • Treatment plan guidance
  • Database management
  • Substance abuse counseling

Affiliations

  • National Association of Social Workers

Timeline

Social Work Intern

DORN VAMC-Veteran Health Administration
08.2024 - Current

Operations Manager

Blue Cross Blue Shield of SC
05.2024 - Current

Sr. Director of Clinical Operations

AdhereHealth
02.2023 - 05.2024

Care Navigation Manager

Valera Health
11.2022 - 02.2023

Behavioral Health Call Center Manager

Blue Cross Blue Shield of SC
11.2021 - 10.2022

Behavioral Health Call Center Supervisor

Blue Cross Blue Shield of SC
05.2016 - 11.2021

Behavioral Health Customer Service Coordinator

Blue Cross Blue Shield of SC
04.2014 - 05.2016

Behavioral Health Customer Service Advocate I

Blue Cross Blue Shield SC
04.2012 - 04.2014

BA - Psychology

Francis Marion University

MSW -

Winthrop University

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