Heather Kaal
Elizabethton,TN
Summary
Strategic and results-driven professional with extensive experience in client-facing program coordination, cross-functional collaboration, and performance optimization within healthcare environments. Expertise in translating business and clinical requirements into scalable solutions while supporting full program lifecycle execution to enhance engagement outcomes. Recognized for influencing teams without direct authority, streamlining workflows, and delivering high-quality results in fast-paced settings. Strong background in care coordination, patient advocacy, and healthcare planning complements robust communication and organizational skills, ensuring adaptability to evolving needs and a steadfast commitment to achieving measurable results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Care Coordinator
Optum
01.2023 - Current
- Serve as primary liaison between patients, providers, and care teams to align services with program goals and benefits
- Conduct utilization reviews and translate findings into actionable decisions, supporting program accuracy and efficiency
- Coordinate cross-functional workflows to ensure timely case progression and high-quality outcomes
- Identify risks and proactively escalate issues to prevent delays and improve program performance
- Support execution and continuous improvement of operational processes to enhance engagement and satisfaction
Occupational Therapist
Encompass Health
03.2016 - 01.2026
- Led interdisciplinary collaboration to execute individualized care plans aligned with patient and organizational goals
- Facilitated client-facing education sessions to improve engagement, adherence, and outcomes
- Provided indirect leadership through supervision and mentorship of therapy staff and students
- Developed individualized treatment plans to address patients' physical, emotional, and social needs.
- Contributed to program development and process improvements to enhance consistency and efficiency
- Managed competing priorities while maintaining high standards of quality and compliance
- Collaborated with multidisciplinary teams to enhance patient care and rehabilitation outcomes.
Education
Master of Science - Occupational Therapy
Milligan College
12-2015
Bachelor of Science - Biology
Milligan College
05-2013
Skills
- Program Management & Implementation
- Client Engagement & Relationship Management
- Cross-Functional Collaboration
- Performance Analysis & Optimization
- Process Improvement & Workflow Efficiency
- Documentation
- Patient education
- Healthcare operations
- Indirect Leadership & Team Coordination
- Microsoft Excel, PowerPoint, Word, SharePoint
Accomplishments
- Developed and implemented an amputee rehabilitation protocol improving care consistency
- Participated in Stroke Committee driving audit readiness and protocol optimization
- Contributed to fall prevention initiatives enhancing patient safety outcomes
- Designed engagement-focused therapy programs and patient education tools
Certification
- NBCOT Certified
- Licensed Occupational Therapist – Tennessee & Virginia
Timeline
Care Coordinator
Optum
01.2023 - Current
Occupational Therapist
Encompass Health
03.2016 - 01.2026
Master of Science - Occupational Therapy
Milligan College
Bachelor of Science - Biology
Milligan College