Heather Lukach
Whitefish Bay,WI
Summary
Insightful manager with a proven track record of directing and enhancing operations through effective employee motivational strategies and strict policy enforcement. Proficient in staying up-to-date with best practices, market trends, and regulatory requirements within the industry. Talented leader who approaches business planning and problem-solving with an analytical mindset, consistently driving success and achieving goals.
Overview
33
33
years of professional experience
Work History
Manager of Behavioral Health Intake and Consult Liaison Services
Advocate Aurora Behavioral Health
01.2021 - Current
- Responsible for the overall direction of Behavioral Health Intake, Consult Liasion and TelePsychiatry Service Lines in Wisconsin
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Directs all patient care services and ensures adequate staffing resources are available to promote efficient, effective, and compassionate care to patients in need of behavioral health services
- Assists the Director in communicating, coordinating, and ensuring policy and procedure implementation for the assigned areas
- Performs quality management activities and monitors compliance with DNV and other state and federal agencies
- Assists the Director in monitoring denials for assigned areas
- Works with insurance companies regarding appropriate authorization for care assuring for proper reimbursement and addresses authorization issues such as denials and appeals
- Serves as a resource to staff, referral sources, physicians, and other departments regarding support for admission decisions, utilization review, discharge planning, transferring of patients, and problem-solving in clinical situations
- Collaborates with other facilities in the development, coordination, and maintenance of Intake Services standards across Aurora Behavioral Health Services
- Oversees Tele-Intake services which provides behavioral health support to our AAH emergency departments
- Responsible for using innovative and effective recruitment and retention strategies and coaching staff in recruitment and retention behaviors
- Also responsible for establishing successful relationships and links with behavioral health community partners
- Responsible for optimizing the work environment by effective use of all data, which includes but is not limited to employee feedback and employee engagement index to enhance the retention of staff
- Responsible for maintaining an optimal level of productivity based on the coordination of efficient staffing and scheduling patterns and labor management standards 24 hours a day/7days a week
- Maintains and promotes effective relationships with and between patients, families, department staff, other departments, medical staff and their support staff, other healthcare facilities
- Participates in problem resolution as needed
- Acts as a liaison between medical and nursing staff
- Develops service strategies and monitors service levels against indicators to demonstrate improvement in customer and patient satisfaction
- Coordinates and integrates services with other areas
- Holds team members accountable for meeting department, facility, and AAH service standards
- Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale
Intake Counselor Lead
Advocate Aurora Behavioral Health
01.2016 - 01.2021
- Provides work direction to team members with responsibility for the coordination of resources to support procedures and day to day operations and the smooth flow of patients through the department
- Acts as a resource to employees, which includes training/orientating, providing input on performance
- Assigns, monitors, and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues in collaboration with unit leadership
- Monitors team member assignments, maintains staff scheduling, evaluates staffing levels and adjusts as necessary to maintain productivity level established in assigned areas
- Assists with interviewing and selection of new team members, resolution of team member concerns, team member morale, or other duties as assigned in collaboration with unit leadership
- Conducts initial intake assessments for the determination of Behavioral Health patient level of care placement in collaboration with emergency departments, psychiatry, and acute care units
- Collaborates with psychiatry to recommend appropriate level of care to attending physicians and community-based referral sources
- Provides consultation/assessment services to acute care units, or other areas as assigned, providing consultation on complex patient needs and safety issues upon request
- Assesses urgent care needs of patients, provide crisis counseling, individual assessment, and obtain appropriate authorizations
- Acts as a liaison to referral sources, therapists, physicians, other caregivers, or the community and informs them of the services recommended to their patients
- Assists with crisis intervention and intervenes in emergencies utilizing proper procedures, therapeutic counseling, and de-escalation skills
- Maintains patient safety by collaborating with the loss prevention, hospital physicians, and caregivers
- Provides collaboration with police departments and rescue services
- Contributes to the development of emergency department communication information when appropriate
- Secures appropriate Release of Information and facilitates collaboration with community agencies and providers to promote continuity of care
Intake Counselor
Aurora Behavioral Health Services
01.2007 - 01.2016
- Conduct initial intake assessments in the emergency room and medical units to recommend patient placement into the appropriate level of care
- Intervene with patients using therapeutic counseling skills
- Conduct initial utilization reviews and coordinate treatment and discharge needs
- Coordinate with psychiatrists and nursing staff to best meet patient’s needs
- Provide referral sources to patients
Case Management Coordinator
Aurora Behavioral Health Services
01.2011 - 01.2013
- Conducted utilization reviews (initial and concurrent)
- Collaborated with treatment team members to complete discharge in a timely manner
- Facilitated communication between all disciplines involved in patient care
- Coordinated discharge planning with internal and external providers
- Attended and participated in treatment team meetings
In-Home Therapist
Alternatives in Psychological Consultation
01.1999 - 01.2001
- Provided intense in-home therapy with individuals, couples, and families
- Conducted safety assessments and diagnostic evaluations
- Member of an on-call crisis team
- Served as a primary liaison for all levels of patient care
Social Worker, Child and Adolescent Units
Charter Behavioral Health System
01.1995 - 01.1998
- Acted as a Clinical Manager for the units
- Facilitated group, family, and individual therapy
- Designed and implemented treatment and discharge plans
- Participated in case reviews and court hearings
Counselor Residential Treatment Center
Willow Glen Academy
01.1993 - 01.1995
- Provided intensive crisis intervention
- Individual counseling dealing with a wide range of issues
- Led groups regarding community safety, abuse, and gangs
- Member of team deciding treatment planning, medication management, and discharge planning
Group Home Manager
Jefferson County Human Services
01.1992 - 01.1993
- Responsible for overseeing and coordinating daily operations for two group homes for adolescents and mentally ill adults
- Served as primary counselor for individual and group sessions
- Administered medications
- Conducted assessments on patients upon arrival and in crisis situations
Education
Master of Social Work -
University of Wisconsin-Milwaukee
Milwaukee, WI01.1998
Bachelor of Psychology -
University of Wisconsin-Whitewater
Whitewater, WI01.1993
Skills
Operations Management
Strategic Planning
Complex Problem-Solving
Policy Development and Implementation
Budget Management
Staff Management, Hiring, Training and Development
Performance Tracking and Evaluation
Cross-Functional Teamwork
Key Performance Indicators
Multitasking Abilities and Task Prioritization
Excellent Communication
Timeline
Manager of Behavioral Health Intake and Consult Liaison Services
Advocate Aurora Behavioral Health
01.2021 - Current
Intake Counselor Lead
Advocate Aurora Behavioral Health
01.2016 - 01.2021
Case Management Coordinator
Aurora Behavioral Health Services
01.2011 - 01.2013
Intake Counselor
Aurora Behavioral Health Services
01.2007 - 01.2016
In-Home Therapist
Alternatives in Psychological Consultation
01.1999 - 01.2001
Social Worker, Child and Adolescent Units
Charter Behavioral Health System
01.1995 - 01.1998
Counselor Residential Treatment Center
Willow Glen Academy
01.1993 - 01.1995
Group Home Manager
Jefferson County Human Services
01.1992 - 01.1993
Bachelor of Psychology -
University of Wisconsin-Whitewater
Master of Social Work -
University of Wisconsin-Milwaukee
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