Crystal Fitzgerald
Danville,VA
Summary
Dedicated healthcare professional with over 15 years of experience in behavioral health, case management, and patient services. Proven track record in optimizing patient experiences, managing complex cases, and collaborating with multidisciplinary teams to improve patient outcomes. Skilled in developing patient support programs, managing reimbursement processes, and overcoming access barriers. Committed to enhancing patient, caregiver, and provider satisfaction in a fast-paced, cross-functional environment.
Overview
19
19
years of professional experience
Work History
Care Coordinator
Sentara Health Plan
04.2018 - Current
- Developed and implemented patient support strategies, resulting in a 20% reduction in emergency room visits and a 40% decrease in service delays
- Educated patients and caregivers about healthcare benefits, treatment options, and community resources, leading to a 40% increase in adherence to treatment plans and a 25% improvement in health outcomes
- Collaborated with interdisciplinary teams to develop and update care plans, achieving a 60% increase in patient satisfaction scores
- Managed complex patient cases and identified high-risk factors, resulting in a 60% improvement in timely intervention of high-risk cases
- Provided case support and developed action plans, addressing and resolving access and reimbursement barriers, ensuring a positive patient experience.
Personal Health Coach
Humana
10.2015 - 04.2018
- Managed a caseload of up to 600 members, conducting outreach and coordinating care to improve access and adherence, resulting in a 25% improvement in overall member engagement
- Provided proactive education on healthcare access and reimbursement, leading to enhanced member understanding and utilization of available resources
- Developed and maintained relationships with patients, caregivers, and healthcare providers, contributing to a 30% increase in successful care interventions.
Field Care Manager
Humana
10.2013 - 10.2015
- Conducted face-to-face assessments and developed action plans, achieving 75% increase in timely interventions and 60% improvement in overall member health outcomes
- Facilitated outreach to providers and agencies, improving coordination and addressing access issues, leading to 20% improvement in service delivery.
PACT Clinical Manager
Danville-Pittsylvania Community Services
09.2011 - 10.2013
- Managed a team of clinicians and case managers, optimizing service delivery and achieving a 30% improvement in operational efficiency
- Developed and implemented patient support programs, resulting in improved patient satisfaction and streamlined access to services.
PACT Clinician
Danville-Pittsylvania Community Services
11.2010 - 09.2011
- Delivered comprehensive psychotherapeutic interventions, leading to a 30% increase in member progress toward treatment goals
- Coordinated treatment processes and collaborated with community agencies, enhancing continuity of care by 30%.
Emergency Services Clinician
Danville-Pittsylvania Community Services
12.2009 - 11.2010
- Performed emergency evaluations and coordinated hospitalization, improving the accuracy of decisions by 30% and reducing unnecessary admissions by 25%
- Provided crisis intervention and managed documentation, achieving a 100% compliance rate with standards.
Adult Case Manager
Danville-Pittsylvania Community Services
11.2006 - 12.2009
- Educated members and families on behavioral health concerns and linked them with needed services, increasing service utilization by 35%
- Completed and assessed referrals, achieving a 95% accuracy rate and ensuring timely access to services.
Residential Aide
Danville-Pittsylvania Community Services
01.2006 - 10.2006
- Managed daily operations of residential units, ensuring compliance with HUD and Licensure guidelines, leading to a 100% pass rate on all compliance audits during tenure.
- Provided crisis intervention services to residents, resolving 95% of incidents within 30 minutes, resulting in a 70% decrease in emergency escalation cases.
- Facilitated life skills training for residents, including budgeting, cooking, and personal hygiene, which contributed to a 60% improvement in residents’ independent living skills as measured by quarterly evaluations.
Education
MS in Education, Community and College Counseling -
Longwood University
Farmville, VA05.2009
BS in Sociology -
Averett University
Danville, VA04.2005
AAS in Business Administration -
Danville Community College
Danville, VA05.2000
Skills
- Patient Support Program Management
- Process Improvement and Optimization
- Data Analysis and Reporting
- Healthcare Compliance and Regulation
- Crisis Management and Intervention
- Effective Communication and Presentation
- Multidisciplinary team collaboration
- Progress Monitoring
- Strategic Planning
Timeline
Care Coordinator
Sentara Health Plan
04.2018 - Current
Personal Health Coach
Humana
10.2015 - 04.2018
Field Care Manager
Humana
10.2013 - 10.2015
PACT Clinical Manager
Danville-Pittsylvania Community Services
09.2011 - 10.2013
PACT Clinician
Danville-Pittsylvania Community Services
11.2010 - 09.2011
Emergency Services Clinician
Danville-Pittsylvania Community Services
12.2009 - 11.2010
Adult Case Manager
Danville-Pittsylvania Community Services
11.2006 - 12.2009
Residential Aide
Danville-Pittsylvania Community Services
01.2006 - 10.2006
MS in Education, Community and College Counseling -
Longwood University
BS in Sociology -
Averett University
AAS in Business Administration -
Danville Community College
Similar Profiles
Rebecca RossRebecca Ross
Transition Care Coordinator at Virginia Premier Health Plan/Sentara Health PlanTransition Care Coordinator at Virginia Premier Health Plan/Sentara Health Plan
KELLIE JIGGETTSKELLIE JIGGETTS
Organizational Change Management Lead at Sentara Health PlanOrganizational Change Management Lead at Sentara Health Plan
Kimberly (Hope) StrangeKimberly (Hope) Strange
Quality Assurance Coordinator at Sentara Health PlanQuality Assurance Coordinator at Sentara Health Plan