Chantelle Hoogland

Lead a team of licensed clinicians delivering comprehensive support for customer calls—from initial inquiries to crisis intervention—including resources and personalized follow-up coaching.
Launched a new 24/7 product offering that expands access, reduces points of contact and transfers, and elevates the customer experience through dedicated care navigators.
Drove the integration and overhaul of two departments (Coaching and Crisis), collaborating organization-wide to rewrite hundreds of SOPs and deliver extensive training for successful change management.
Developed and implemented new policies and training initiatives in phased rollouts, maintaining operational continuity while guiding staff through transformation.

• Marketing, website maintenance/response and creative ad campaigns to promote listing, maintaining 100% 5-star rating, 85+ reviews across multiple booking systems, business operations and vendor support

• Co-manage business structure of practice, rebranding, marketing, interviewing, contractor partnerships and expansion into both group practice and product offerings
• Expertise in addiction, trauma, ambiguous loss, skilled in multiple modalities such as EMDR, ART, Reiki

• Responsible for team of clinicians supporting high risk mental health and SUD customers
• Key role in bringing multiple programs from ideation to implementation, such as a program for loved ones of customers struggling with addiction & revising the adolescent SUD program, routing families to the SUD team, improving engagement and outcomes
• Multiple key committee work such as Change Champions, Employee Experience, Clinical Innovations, development of EB practices and current trends library for BH, multiple unique proposals based on research
• Monitored employee and customer interactions to assess quality of service.
• Significantly above average/dept top eNPS scores and low turnover on high performing team.

• Point person for team of clinicians, providing clinical guidance and support including customer escalations, SOP development, and strengths based opportunity coaching
• Adept at prioritization of information, clarity in communication, positive team culture creation and attention to detail

• Provided counseling for individuals specializing in treatment of co-occurring conditions and trauma

• Case management/Coaching support for high-risk mental health and/or substance use customers participating in clinical coaching programming
• Lead/Coordination for Cigna Substance Use Awareness Series: Current trends/Educational talks
• Represented Clinical Case Management teams for multiple customer journey and programming overviews for finalist presentations by our Sales and Client Strategy Team

• Cigna Integrated Personal Health Team (IPHT). Case management for customers as part of highly collaborative integrated team of nurses, clinicians and health educators