Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christy Drach

MARENGO,IL

Summary

Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.

Overview

26
26
years of professional experience

Work History

Lead QIDP

Marklund Wasmond Center
07.2019 - Current
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Built strong relationships with guardians through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Updated and maintained resident personal records according to state requirements.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Collaborated with an interdisciplinary team to determine timely delivery of services.
  • Provided leadership, guidance and support to staff members.
  • Developed and implemented training programs for staff.

Direct Service Professional

Pioneer Center
11.2014 - 05.2019
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Assisted disabled clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Transported clients to medical and dental appointments to provide support.
  • Developed rapport to create safe and trusting environment for care.
  • Supervised daily activities and provided assistance to staff.
  • Led patient or group recreational activities for enhanced patient outcomes.
  • Educated clients and family members on relevant topics to support independent living.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted with daily living activities, running errands, and household chores.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Guided patients to restroom to support bladder and bowel relief requirements.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Replaced bandages, dressings and binders to care for wounds and encourage healing.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.

Cashier (Seasonal)

Royal Oaks Apple Orchard
09.2015 - 09.2017
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Tallied cash drawer at beginning and end of each work shift.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Processed refunds and exchanges in accordance with company policy.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.

Office Manager/Billing

Mather's Clinic
05.2014 - 11.2016
  • Reviewed billing problems, researched issues, and resolved concerns.
  • Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
  • Worked with customers to develop payment plans and bring accounts current.
  • Trained and mentored staff on procedures, compliance requirements, and collections techniques.
  • Complied with established internal controls and policies.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Supported financial director with special projects and additional job duties.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Utilized financial software to prepare consolidated financial statements.
  • Established and checked coding procedures, monitored reports and updated internal files.
  • Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
  • Evaluated and negotiated contracts to procure favorable financial terms.

Office Cleaning

A Rose Cleaning
02.2016 - 09.2016
  • Cleaned desks, office equipment, walls, files, ledges, and countertops by dusting surfaces.
  • Vacuumed and mopped floors to remove dirt and debris and maintain clean and safe work environment.
  • Sanitized office spaces bathrooms and kitchens to maintain hygienic work environment for employees and visitors.
  • Used time management and efficient cleaning methods to meet deadlines.
  • Dusted and polished furniture, surfaces and equipment. to remove dust and grime.
  • Dusted windows and mirrors to allow natural light inside office and maintain clear view of outside.
  • Disinfected high-touch surfaces, doorknobs and light switches to prevent spread of germs and illness.
  • Tidied lobby and reception areas to create professional and welcoming first impression for visitors.
  • Emptied trashcans and transported waste to collection areas.
  • Organized and used industrial cleaning products following strict safety procedures.
  • Organized storage areas, closets and filing cabinets to prevent buildup of clutter.
  • Disinfected microwaves, coffee makers and refrigerators to prevent spread of germs and bacteria.
  • Deep cleaned or replaced flooring, performing stripping, sealing and finishing tasks.
  • Conducted thorough inspections of offices to report damages and maintenance issues.
  • Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
  • Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
  • Emptied waste paper and other trash from premises and moved to appropriate receptacles.
  • Kept public pathways clear of safety hazards and spills with regular checks and attention.
  • Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.
  • Maintained optimal supply levels to meet daily and special cleaning needs.
  • Cleaned walls and ceilings with special reach tools following regular schedule.
  • Vacuumed and shampooed carpets, upholstery and other fabrics.
  • Maintained floor cleaning and waxing equipment.
  • Supervised supplies in inventory and submitted reorder requests.
  • Promoted building security by locking doors and checking electrical appliances for safety hazards.

Scheduling Coordinator

Kohn Medical Group
10.2011 - 05.2014
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
  • Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
  • Developed strong working relationships with management and executive team through effective scheduling and communication skills.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Verified insurance coverage and obtained pre-authorizations.
  • Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Followed up with patients to reschedule missed appointments.
  • Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
  • Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
  • Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Monitored patient wait times, providing updates to achieve optimal patient satisfaction.
  • Maintained accurate patient records for proper tracking of patient history and treatment.
  • Managed patient flow and triage calls to prioritize patient needs and put efficient use of clinic resources.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Prepared and processed patient referrals and transfer requests.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Registered and verified patient records before triage with most up-to-date information.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.

Medical Office Coordinator

Lake Cook Orthopedic Associates
03.2010 - 10.2011
  • Addressed complaints made by patients and staff by escalating issues to supervision for further investigation.
  • Supported billing staff by making corrections to invoices and insurance submissions.
  • Communicated with patients, insurance companies and providers through phone calls, emails and office drives concerning formularies and coverage limits.
  • Performed time and attendance data entry, printed completed payroll and made necessary corrections.
  • Updated and maintained schedules for patients as well as managed client correspondence.
  • Coordinated patient care changes and relayed updated plans to various staff members assigned to patients.
  • Processed new office referrals to correct agencies within 24 hours of receiving notice.
  • Created and maintained medical records from time of admission through patient discharge.
  • Maintained patient databases and updated information in alignment with HIPAA protocols.
  • Received, recorded and filed medical payments by check, cash, and credit card.
  • Oversaw office records and maintained strict document control.
  • Reviewed and sent medical records to other physicians upon request.
  • Trained all new employees on records management system.
  • Entered procedure codes and diagnosis codes into medical billing software.
  • Coordinated luncheons with Pharmaceutical Representatives.
  • Verified benefits and worked with insurance companies to obtain payments.
  • Double-checked forms for accuracy and completion in terms of admission, transfer and discharge of patients.
  • Pulled charts and prepared for nurse and doctor assessment.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Monitored front areas so that questions could be promptly addressed.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Interceded between employees during arguments and diffused tense situations.

Patient Schedular/Registrar Clerk

Centegra Woodstock Hospital
08.1997 - 03.2009
  • Greeted every guest with personable approach and provided knowledgeable service.
  • Organized, reviewed, and filed paperwork for secure recordkeeping.
  • Verified paperwork accuracy and checked for completion prior to processing.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Updated computer system with latest information to keep records current and accurate.
  • Retrieved medical data for physicians and patients.
  • Upheld HIPAA regulations and standards for protecting patient information.
  • Secured confidential patient information from unauthorized access.
  • Performed regular quality and validation assessments on patient data to verify accuracy.
  • Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
  • Catalogued patient data in clinical databases and registries according to regulatory practices.
  • Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
  • Studied and researched various medical terms as well as software and coding systems.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Verified insurance coverage and obtained pre-authorizations.
  • Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
  • Followed up with patients to reschedule missed appointments.
  • Coordinated with other departments to facilitate seamless operation and excellent patient care.
  • Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
  • Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
  • Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules.
  • Monitored patient wait times, providing updates to achieve optimal patient satisfaction.
  • Maintained accurate patient records for proper tracking of patient history and treatment.
  • Managed patient flow and triage calls to prioritize patient needs and put efficient use of clinic resources.
  • Processed payments and managed financial records to facilitate proper billing and tracking of payment history.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Prepared and processed patient referrals and transfer requests.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Conducted patient intake interviews, recording and documenting relevant information.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

Education

MBA - Organizational Leadership

Aurora University
Woodstock, IL
05.2018

Bachelor of Arts - Healthcare Administration

University Of Phoenix
ONLINE
08.2015

Associate of Science - General Studies

McHenry County College
Crystal Lake, IL
12.2009

High School Diploma -

Woodstock High School
Woodstock, IL
05.1992

Skills

  • Software Application Testing
  • Process Improvement Initiatives
  • Equipment Maintenance
  • Field Support
  • Job Assignments
  • Operational Efficiency and Safety
  • Task Monitoring
  • Workplace Safety
  • Overseeing Personnel
  • Team Meetings
  • Preventable Injuries
  • Corrective Actions
  • Performing Evaluations
  • Leadership

Timeline

Lead QIDP

Marklund Wasmond Center
07.2019 - Current

Office Cleaning

A Rose Cleaning
02.2016 - 09.2016

Cashier (Seasonal)

Royal Oaks Apple Orchard
09.2015 - 09.2017

Direct Service Professional

Pioneer Center
11.2014 - 05.2019

Office Manager/Billing

Mather's Clinic
05.2014 - 11.2016

Scheduling Coordinator

Kohn Medical Group
10.2011 - 05.2014

Medical Office Coordinator

Lake Cook Orthopedic Associates
03.2010 - 10.2011

Patient Schedular/Registrar Clerk

Centegra Woodstock Hospital
08.1997 - 03.2009

MBA - Organizational Leadership

Aurora University

Bachelor of Arts - Healthcare Administration

University Of Phoenix

Associate of Science - General Studies

McHenry County College

High School Diploma -

Woodstock High School

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