Claudia M. S. Arnn
Oklahoma City,OK
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare technology industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Senior Customer Success Consultant
CHESS Health
07.2022 - Current
- Lead large, complex implementations of CHESS Health digital solutions
- Utilize project management principles to successfully manage multiple customer implementations at varying stages in the project life cycle
- Lead a matrixed team of Customer Success Consultants
- Focus on the big picture and the details, to ensure projects are organized, milestones, deadlines and deliverables are met, and no details are missed
- Use Enterprise Analytics tool to understand in-app insights, and review outcomes with customers to drive increased adoption and use of CHESS Health solutions
- Expand product functionality, identify product enhancements with a lens of creativity to differentiate the CHESS Health products
- Teach team members new software functionality as new product versions are released
- Conduct customer training while focusing on most important aspects and features
- Develop training videos and written content which serves as additional product training to customers and end users
- Collaborate internally with teams to effectively resolve customer requests and issues
- Represent customers and navigate internal processes with stakeholders from various teams such as IS, IT, Sales, Engagement, Marketing, and Finance
- Identify product enhancements to differentiate CHESS Health products
Customer Success Consultant
CHESS Health
03.2021 - 07.2022
- Balanced multiple projects and customer accounts at varying stages of the customer lifecycle
- Developed training videos and written content which served as additional product training to customers and end users
- Conducted customer trainings using online meeting platforms (in person when possible) to train customers on CHESS Health electronic solutions
- Lead implementation and managed accounts of CHESS Health solutions with customers from start to go-live and beyond
- Represented customers and navigated internal processes with stakeholders from various teams such as IS, IT, Sales, Engagement, Marketing, and Finance
- Used CHESS Health’s Enterprise Analytics tool to understand in-app trends, provide actionable insights, and review outcomes with customers to drive increased adoption and use of products
- Identified product enhancements to differentiate CHESS Health products
- Worked successfully in a matrix environment with project team members from multiple organizations and from multiple levels within each organization
- Supported colleagues, shared best practices, and contributed ideas to make colleagues, CHESS Health, and its customers more successful
Program Manager
Adult Outpatient Services
02.2020 - 02.2021
- Developed, managed, and oversaw programs/clinical teams of clinicians that provided multiple services for clients with a variety of serious mental health and/or substance abuse diagnoses
- Served as a member of the Care Team/first responder to agency critical incidents and related policies and procedures
- Ensured best practices, policies, and procedures were in use according to agency, state, and federal guidelines for all service types including services via telephone, telehealth, and face-to-face
- Assessed clients for suicidal/homicidal ideation to devise and implement appropriate crisis intervention services
- Provided an array of assessments, including intakes, to clients for diagnostic and treatment planning purposes
- Oversaw referral management for adult outpatient services
- Provided individual therapy to clients as well as supervised licensed/licensed eligible staff who provide the same
- Managed staff payroll and executed HR functions including employee evaluations, onboarding staff, and disciplinary actions.
Senior Supervisor
Crisis
03.2018 - 02.2020
- Oversaw a team of clinicians providing case management and crisis intervention services for clients with a variety of serious mental health and/or substance abuse diagnoses
- Ensured best practices, policies, and procedures were in use according to agency, state, and federal guidelines
- Assessed clients of all ages for suicidal/homicidal ideation to devise and implement appropriate crisis intervention services
- Provided individual therapy, treatment planning, intakes, screenings and referral services with clients
- Supervised the Youth Mobile Crisis Response team for youth to age 25 in Logan & Oklahoma Counties
- Managed staff payroll and executed HR functions including employee evaluations, onboarding staff, and disciplinary actions.
Team Leader
OKC PACT Team, Red Rock BHS
10.2015 - 03.2018
- Oversaw a clinical team providing critical, home-based services for an average of 100 clients with a variety of serious mental health and/or substance abuse diagnoses
- Ensured best practices, policies, and procedures were in use according to agency, state, and federal guidelines
- Managed staff payroll, conducted performance evaluations, and executed all HR functions including hiring and disciplinary actions
- Assessed clients 18 and over for suicidal/homicidal ideation to devise and implement appropriate crisis intervention services
- Provided individual therapy, treatment planning, intakes/screenings, and referral services with clients.
Case Manager II
Red Rock BHS
06.2015 - 10.2015
- Planned and oversaw service delivery for each assigned client, including assistance with assessments and treatment planning
- Conducted client risk assessments to make appropriate recommendations for treatment
- Traveled directly to clients with serious mental illness issues to aid in successfully maintaining them within the greater community
- Maintained accurate and timely electronic health records for clients as required.
Emergency Evaluator
ER Services, Horizon Behavioral Health
08.2014 - 02.2015
- First point of contact for outpatient client intakes to determine service provision and appropriate referrals
- Assessments conducted in office/emergency room settings for clients up to 18 years of age
- Initiated and completed emergency mental health evaluations pre-and post-office hours
- Provided vital case management services for clients within the agency.
Clinician
Horizon Behavioral Health
02.2014 - 08.2014
- Traveled extensively to provide a wide range of home-based, crisis intervention services for children and their families
- Counseled clients one-on-one as appropriate in crisis intervention situations
- Coordinated care between patients and vital outpatient mental health providers.
Clinician
Therapeutic Day Treatment, Horizon Behavioral Health
07.2013 - 01.2014
- Oversaw and managed at-risk students within schools to ensure their success in mainstream education environments
- Conducted group counseling sessions in school settings as part of day treatment program
- Liaised with key stakeholders such as teachers, principals, other clinicians, students and families to coordinate care.
Elementary School Counselor
Amherst County Public Schools
08.2002 - 05.2012
- Offered students appropriate counseling tailored to their specific social/emotional, academic, and career developmental needs
- Led small group and individual counseling sessions
- Trained staff and teachers on state testing procedures as well as served as on-site test coordinator
- Responsible for education on and implementation of school crisis management plan
- Claudia M.S
- Arnn, M.Ed.
Education
Post-Master’s Clinical - Counseling
Liberty University
Post-Master’s Clinical - Counseling
Lynchburg College
Master of Education - undefined
Lynchburg College
Bachelor of Arts - Psychology, Philosophy
Randolph-Macon Woman’s College
Skills
- Behavioral health and substance use disorder industry experience
- Experience with payer health plans, patient engagement, referral management, behavioral health, social services and/or care management
- 8 years of experience supervising other’s workload, training, and mentoring direct reports and/or peers and stakeholders
- Proficient in Salesforce, Slack, Microsoft Suite, Java, Zoho, Smartsheet
- Ability to build and maintain strong working, collaborative relationships with cross-functional teams
- Strong communication skills (both written and verbal)
- Consumer driven, focused
- Active listening skills
- Strategic thinker with collaborative attitude
- Comfortable working in a fast-paced environment
- Results and data oriented
- Passionate about making a difference
- Consistently high NPS score
- Experience with large scale customers
- Exceptional planning and organizational skills
- Visionary, proactive, and problem solver
- Strong attention to detail and multitasking stills
- Works well under pressure, self-motivated
- Calm and Professional Under Pressure
- Interpersonal Communication Skills
- Client Retention
- Trained in Salesforce
- Team Goals
- Special Promotions
Preparing for PMP certification
I am currently obtaining my hours required to take the PMP certification exam. My goal is to complete this by the end of 2023.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Senior Customer Success Consultant
CHESS Health
07.2022 - Current
Customer Success Consultant
CHESS Health
03.2021 - 07.2022
Program Manager
Adult Outpatient Services
02.2020 - 02.2021
Senior Supervisor
Crisis
03.2018 - 02.2020
Team Leader
OKC PACT Team, Red Rock BHS
10.2015 - 03.2018
Case Manager II
Red Rock BHS
06.2015 - 10.2015
Emergency Evaluator
ER Services, Horizon Behavioral Health
08.2014 - 02.2015
Clinician
Horizon Behavioral Health
02.2014 - 08.2014
Clinician
Therapeutic Day Treatment, Horizon Behavioral Health
07.2013 - 01.2014
Elementary School Counselor
Amherst County Public Schools
08.2002 - 05.2012
Post-Master’s Clinical - Counseling
Liberty University
Post-Master’s Clinical - Counseling
Lynchburg College
Master of Education - undefined
Lynchburg College
Bachelor of Arts - Psychology, Philosophy
Randolph-Macon Woman’s College
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