Heather Howell
Lubbock,TX
Summary
Administrative specialist with extensive experience in case management and service coordination. Proven track record in enhancing client care through effective communication and meticulous record-keeping. Consistently achieves seamless service delivery and ensures regulatory compliance, contributing to operational success.
Overview
18
18
years of professional experience
Work History
Customer Care Manager
Elevance Health
05.2018 - 11.2025
- Develop and implement personalized care plans
- Coordinate and schedule services with healthcare providers, social workers, and other professionals
- Conduct assessments to identify individual client needs and eligibility for services
- Monitor and review client progress and service effectiveness
- Ensure compliance with all relevant regulations and guidelines
- Advocate for client needs and preferences
- Maintain detailed and accurate client records
- Facilitate communication between clients, families, and service providers
- Address any issues or emergencies related to client care promptly
- Perform regular follow-ups to adjust care plans as necessary
- Participate in training and professional development opportunities
Care Coordinator
Superior Health Plan
Lubbock, TX
08.2016 - 04.2018
- Facilitated care management activities, collaborating with teams to ensure delivery of services by healthcare providers and partners, achieving continuity of care and enhancing member satisfaction.
- Engaged members through phone outreach and home visits to discuss care/service plans, next steps, available resources, and ongoing education, addressing questions and concerns regarding recommended care.
- Coordinated care activities per care/service plans, collaborating with healthcare and community providers to adapt to changes or progress, ensuring alignment with member needs.
- I collaborated with care managers and practitioners to facilitate member services and ensure continuity of care.
- Interacts with members by performing member outreach telephonically or through home-visits and documents the plan for care/services of activities.
- I ensured accurate documentation and maintenance of member records in compliance with state regulations.
- I thoroughly educated myself on state’s rules, regulations and laws pertaining to Medicaid in order to comply with all policies and standards.
Texas Works Advisor I
Texas Health and Human Services Commission
Lubbock, TX
06.2015 - 07.2016
- My work duties involved reviewing eligibility files, interviewing clients, documenting client information, determining benefits, verifying case data, and explaining program benefits and requirements.
- Obtained, verified, and calculated income and resources to determine client financial eligibility for social services programs.
- Verified program eligibility, calculated benefit amounts, and established duration of eligibility according to Texas regulations.
- Conducted face-to-face and telephonic interviews with clients and authorized representatives to gather information for benefit eligibility determination.
- Processed and communicated case status and changes to clients and authorized representatives to ensure understanding of eligibility outcomes.
- Explained program benefits, requirements, and rights of appeal to clients and authorized representatives to enhance their understanding of available resources.
- Recalculated and processed changes to client benefits such as overpayments, adjustments, or restoration of benefits when income or household changes were reported.
- Performed routine eligibility determinations for social services programs.
Office Manager
Zach's Club
Lubbock, TX
06.2008 - 08.2011
- Managed daily operations of gym office.
- Collaborated with businesses to create corporate gym membership programs, enhancing service offerings.
- I worked the front desk and work customer service on a daily basis.
- I answer phones, make copies, send out faxes, file, and handle daily office activities.
- Entered new contracts and updated current member accounts to ensure accurate records.
- I set up the accounts to be billed on a monthly basis.
- Collected past due accounts and initiated collections process for accounts delinquent over three months.
Data Input
Texas Tech Health Sciences Center
Lubbock, TX
01.2008 - 05.2008
- I worked in the Internal Medicine billing department.
- Entered completed reports into the computer system, maintaining data integrity and accessibility.
- Pulled medical records for Internal Medicine doctors, ensuring all signature requirements were met and data accuracy before sending to coders.
- Organized and filed medical records, answered phones, and facilitated communication between coders and doctors while performing data input.
Student Assistant
Texas Tech Health Sciences Center
Lubbock, TX
08.2007 - 12.2007
- Executed various administrative tasks for supervisor, including pulling medical records, entering reports, answering phones, sending faxes, making copies, and filing.
- Maintained organized records for coders in surgery department, ensuring efficient access to necessary information.
- Worked as a part-time student assistant in the Surgery Billing Department.
Education
High School Diploma -
Coronado High School
Lubbock, TX05-2004
Associate of Arts - Social Work
South Plains College
Lubbock, TX12-2009
Some College (No Degree) - Social Work
Texas Tech University
Lubbock, TXSkills
- Care Plan Coordination
- Service Coordination
- Case management
- Client assessment
- Healthcare regulations
- Crisis management
- Financial Coordination
- Billing Coordination
- Transaction Management
- Customer Service
- Record keeping
- Reporting and documenting
- Communication skills
- Organizational management
- Work prioritization
- Problem resolution
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Access
- 10-key data entry
- 65 WPM Typing
- Active listening
- Attention to detail
- Advocacy skills
- Written skills
- Reporting and documenting
- Problem resolution
Timeline
Customer Care Manager
Elevance Health
05.2018 - 11.2025
Care Coordinator
Superior Health Plan
08.2016 - 04.2018
Texas Works Advisor I
Texas Health and Human Services Commission
06.2015 - 07.2016
Office Manager
Zach's Club
06.2008 - 08.2011
Data Input
Texas Tech Health Sciences Center
01.2008 - 05.2008
Student Assistant
Texas Tech Health Sciences Center
08.2007 - 12.2007
High School Diploma -
Coronado High School
Associate of Arts - Social Work
South Plains College
Some College (No Degree) - Social Work
Texas Tech University