HEATHER LUKACH
Manager of Behavioral Health
Whitefish Bay,WI
Summary
Dynamic manager with extensive experience in operational strategy development within behavioral health services. Expertise in budgeting, performance management, and system-wide transformation projects that enhance service delivery and patient care coordination.
Overview
19
19
years of professional experience
Work History
Manager of Behavioral Health Intake and Consult Liaison Services
Advocate Aurora Behavioral Health
01.2021 - Current
- Provide executive oversight for Behavioral Health Intake, Consult Liaison, and TelePsychiatry service lines across the hospital system, ensuring seamless, high-quality patient access and care coordination.
- - Lead operational strategy, budgeting, staffing, and performance management across 24/7 service areas, aligning with organizational goals and regulatory standards.
- - Optimize financial performance through strategic budget planning, cost containment initiatives, and targeted process improvements.
- - Drive system-wide transformation projects, including remote workforce transitions and workflow redesigns to enhance service efficiency and continuity of care.
- - Collaborate with medical staff, department leaders, and external partners to ensure integrated, patient-centered service delivery.
- - Provide strategic leadership in workforce development, including hiring, onboarding, performance reviews, and succession planning.
- - Enhance compliance and quality assurance programs, achieving measurable improvements in patient satisfaction and operational metrics.
- Behavioral Health Quality Management & Performance
- - Designed and implemented behavioral health quality improvement initiatives aligned with NCQA accreditation standards, HEDIS, and Medicaid requirements.
- - Developed and monitored performance dashboards and KPIs, analyzing outcomes to drive evidence-based interventions that improved patient satisfaction and throughput.
- - Partnered with external stakeholders, including providers and ACOs, to enhance coordination of care and integrate quality priorities across service lines.
- - Directed quality assurance reviews of documentation, intake workflows, and consult processes, resulting in measurable improvements in withhold measures, QIPs/PIPs, and compliance readiness.
- - Oversaw remediation of quality/risk events (e.g., EMTALA, safety plan workflows), reducing compliance risk and supporting survey readiness (DNV/NCQA).
- - Provided project management oversight for BH quality initiatives, ensuring deliverables were met on time and within scope.
Intake Counselor Lead
Advocate Aurora Behavioral Health
01.2016 - 08.2021
- Directed day-to-day operations for the intake department, overseeing clinical assessments, staff performance, and service delivery across multiple facilities.
- - Developed and implemented operational protocols and performance metrics to enhance intake efficiency and improve patient flow.
- - Led recruitment, training, and mentorship of intake staff, fostering a culture of clinical excellence, accountability, and professional development.
- - Partnered with cross-functional teams to identify care gaps, streamline admission processes, and ensure alignment with behavioral health standards and compliance requirements.
Intake Counselor and Case Management Coordinator
Aurora Behavioral Health Services
01.2007 - 07.2016
- Acted as a key liaison between emergency departments, inpatient units, and outpatient services, ensuring timely coordination and continuity of care.
- - Conducted high-volume clinical assessments in emergency and inpatient medical settings, utilizing advanced crisis intervention and risk evaluation techniques.
- - Standardized case management workflows, enhancing documentation accuracy and accelerating revenue cycle processes.
- - Designed and delivered training for new clinical and administrative staff, improving onboarding efficiency and workforce readiness.
- - Collaborated with leadership to drive patient engagement initiatives, expand community outreach strategies, and increase awareness of behavioral health services.
- - Managed large caseloads while maintaining timely follow-ups, clear communication with interdisciplinary teams, and accurate reporting for compliance and quality audits.
Education
Master - Social Work
University of Wisconsin-Milwaukee
Skills
- Quality management in behavioral health
- Quality assurance in healthcare
- Quality improvement in Medicaid
- Operational strategy development
- Team collaboration
- Clinical risk management
- KPI analysis
- Project management
- Interdisciplinary care coordination
- Process optimization
Accomplishments
- Improved patient throughput by 18% across high-volume EDs through redesigned intake workflows and quality monitoring.
- Increased documentation compliance by 25% by implementing audit tools aligned with NCQA standards.
- Reduced average consult response times by 15 minutes, enhancing ED throughput and patient satisfaction scores.
- Successfully led risk remediation efforts on EMTALA and safety workflows, achieving zero outstanding compliance issues during survey audits.
- Partnered with Medicaid and ACO stakeholders to implement quality interventions, resulting in measurable improvements in withhold measures and QIPs.
Personal Information
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridSalary Range
$0/yr - $0/yrImportant To Me
Work-life balanceTeam Building / Company RetreatsCompany CultureCareer advancementTimeline
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 - 08.2021
Intake Counselor and Case Management Coordinator
Aurora Behavioral Health Services
01.2007 - 07.2016
Master - Social Work
University of Wisconsin-Milwaukee
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