Catherine Grace Lackey

• Continually assess and respond to health center needs for T/TA and policy support in areas related to, but not limited to: clinical practice, telehealth, chronic disease management, team based-care, trauma-
informed care, pharmacy, and behavioral health.

• Organize and facilitate peer learning networks for Medical Directors, Behavioral Health Directors, and Pharmacy Directors. Includes subject matter expert engagement, agenda and content development, collaboration and communication within and outside of the Association. Use effective communication, project management, and facilitation techniques to optimize learner engagement.
• Assist health centers to optimize care delivery, adopt evidence-based and innovative practices, and collaborate and partner with external stakeholders.
• Communicate and work effectively with health center leadership and key influencers involved in comprehensive primary care practice.
• Represent the Association and members in stakeholder groups (including the Department of Health, Health Care Authority, and other health system partners) with a high standard of excellence.
• Provide regular input to Association staff, committees, and board meetings as assigned.
• Collect relevant data to share with internal and external stakeholders to drive improvement and development of T/TA.Contribute to the successful implementation of evaluation processes to demonstrate program outcomes and impact..
• Conduct surveillance and monitor industry trends and relevant research that may impact health centers’ delivery of care, to provide pertinent information to health centers and Association leadership.
• Review state and federal legislation and regulations for their impact on health centers.
• Demonstrate continual sensitivity to cultural differences and backgrounds of health center staff, patients, and communities.

• Support the Carrier Operations team, including performing data collection and validation to drive the plan and provider data-loading process.
• Provide testing and production support by validating premium calculations, tax credit calculations, and ensuring that plan benefits and network providers are displayed and represented accurately to customers.
• Coordinate the maintenance of the provider directory by working collaboratively with all participating carriers, the Washington State Health Care Authority, and external vendors.
• Lead initiatives to resolve and enhance the provider directory with internal and external partners.
• Develop dashboards to track key performance indicators and metrics to present to leadership and partners.
• Support the relationship with participating carriers, ensuring communication channels are maintained, responding to questions, and resolving any issues.
• Support the monitoring of EDI integration points between systems and carriers.
• Support the review and troubleshooting of EDI errors and fit gaps.
• Coordinate the integration of carriers onto new platforms, including the communication of interface configurations, project specifications, and coordination of the system launch.
• Lead integration projects to drive and develop solutions for integration challenges.
• Coordinate carrier testing to support system releases and operations.
• Develop and maintain documentation to improve carrier relations, integration, and management.
• Coordinate root cause analysis and resolution of incidents affecting service.
• Act as a single point of contact for problems impacting areas of responsibility, and take ownership of the coordination of actions to analyze the root cause, identify known errors, and coordinate actions to resolve the errors.
• Implement process improvements and objectives to meet best-in-class standards.
• General consulting skills.
• Software development lifecycle (SDLC) experience, including requirements, design, implementation, testing, and support for packaged and custom system development.
• Basic understanding of project management methodologies.

• Assists with the implementation and operation of projects under the Pathways Program to ensure and improve the quality and standard of care delivered by the CCN and its partners.
• Supports day-to-day operations of the Pathways Program, with guidance from the PD.
• Reviews, verifies eligibility, and enters referrals.
• Creates new patient records within the software platform.
• Assists with reviews of Pathways services in the care platform for accuracy.
• Supports the program by providing information, clinical support, and technical assistance to contracted partners, staff, and outside entities regarding program content, policies, and activities; promotes the program with outside organizations and resources; creates presentations.
• Provides training and coaching for Community Health Workers, Care Coordinators, and Supervisors on project workflows, models, the use of the care platform, and best-practice documentation.
• Organizes and schedules training, meetings, and ad-hoc support for partners, and prepares training and promotional materials (video, print, slides, etc.).
• Supports meetings – may include: scheduling meetings, developing the agenda, taking meeting minutes, and scheduling resource presenters.
• Providing technical support for meetings.
• Following up on action items, and ensuring that accountable parties deliver on deadlines.
• Creation of high-level status reports for the Program Director.
• Communicates frequently with the PD, partners, and leadership with regard to various program activities, program requests, and operational successes, and challenges.
• Maintains additional knowledge of CCN programs (e.g., Pathways, Health Homes) to maintain CCN’s functions in the event of staff emergencies and vacations.
• Other duties as assigned, with growth and/or changes to programs and projects.

• Patient Scheduling: Scheduling appointments for new and existing patients, managing cancellations and rescheduling, and coordinating with clinicians to optimize appointment availability.
• Insurance Verification: Verifying patient insurance coverage, obtaining pre-authorizations for procedures, and managing insurance billing complexities.
• Patient Registration: Gathering patient demographics, medical history, and necessary documentation for new patient registration.
• Billing and Collections: Processing patient payments, submitting insurance claims, following up on outstanding balances, and managing patient accounts receivable.
• Front Desk Operations: Answering phone calls, greeting patients, checking them in and out, managing patient flow, and addressing general inquiries.
• Medical Records Management: Maintaining accurate patient records, including electronic health records (EHR), scanning documents, and ensuring proper file storage.
• Administrative Tasks: Ordering office supplies, maintaining clinic equipment, preparing reports, and assisting with other administrative duties as needed.

• Scheduling appointments: Managing patient appointment calendars by booking, rescheduling, and canceling appointments based on provider availability and patient needs.
• Patient registration: Gathering and verifying patient demographic information, including contact details, insurance information, and medical history.
• Insurance verification: Checking patient insurance eligibility, benefits, and authorization requirements for scheduled procedures.
• Patient communication: Answering phone calls, addressing patient inquiries regarding appointments, billing, and general healthcare information.
• Data entry: Accurately recording patient data into electronic medical records (EMR) systems.
• Patient reminders: Sending appointment reminders via phone calls, text messages, or email to reduce no-shows.
• Coordination with clinical staff: Communicating patient information and scheduling needs to healthcare providers.
• Maintaining patient records: Updating patient files with relevant information, and ensuring accuracy.

• Guest Registration: Checking guests in and out of the hotel, verifying reservations, assigning rooms, and issuing room keys.
• Guest Service: Answering guest questions, addressing concerns, and fulfilling requests regarding amenities, dining, local attractions, and other services.
• Cash Handling: Processing payments, including cash, credit cards, and room charges, while balancing daily transactions.
• Communication: Maintaining clear communication with guests, housekeeping, and other departments regarding guest needs and status updates.
• Operational Tasks: Managing the front desk area, maintaining cleanliness and organization, updating guest information in the system, and completing shift reports.
• Special Requests: Identifying and accommodating special guest requests, such as early check-in, late check-out, or accessibility needs.

• Generated sales by performing financial needs analysis with bank’s valued clients through presentation of different paper assets that fits the clients risk appetite and investment time horizon
• Delivered almost triple, more than double the yearly quota of providing protection program with wealth building products for 3 years