Heather C. Case
Syracuse,NY
Summary
Hard-working Manager with exceptional experience leading teams, delivering results and exceeding expectations. Patient-oriented Nurse with 30 years of diverse experience in direct patient care, staff supervision, population health and department operations. Skilled at multitasking and prioritizing patient and community needs while focusing on promoting wellness. Offering expertise with Mental Health and Psychiatric specialty.
Overview
34
34
years of professional experience
Work History
Development of Partnerships and Clinical Manager
Agno Health
Austin , TX
05.2023 - Current
- Enhanced patient outcomes by utilizing evidence-based practices and tailoring interventions to individual needs.
- Collaborated with multidisciplinary teams for comprehensive care, resulting in improved treatment planning and coordination.
- Provided crisis intervention services during emergency situations, ensuring immediate support and safety for affected individuals.
- Assisted clients in developing healthy coping mechanisms that contributed to sustained behavioral changes and improved overall wellbeing.
- Contributed to program development initiatives aimed at improving service delivery within the organization''s behavioral health and wellness division.
- Consulted regularly with psychiatrists regarding medication management recommendations for shared clients, ensuring optimal pharmacological interventions complementing therapy approaches.
- Successfully managed clinic operations during periods of change or growth by adapting processes as needed.
- Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
- Coordinated employee training programs to boost skills development and improve overall performance.
- Collaborated with department managers to identify staffing needs and create strategic recruiting plans.
- Assisted employees in resolving conflicts through mediation services, leading to improved working relationships among team members.
- Collaborated with department heads to identify staffing needs and strategize recruitment efforts.
- Built EHR systems and workflow with Medical Director and Compliance Officer.
- Ensured compliance with regulatory guidelines and accreditation standards through consistent monitoring and implementation of corrective actions when needed.
Community Support Specialist Outreach Coordinator Supervisor, Community Support Specialist
Contact Tracer Initiative, Public Consulting Group
Boston , MA
06.2020 - 05.2023
- Hire, support and manage Community Support and School Specialists for the New York Contact Tracing Initiative
- Provide support and care management to individuals and families in quarantine or isolation due to COVID-19
- Support Schools and Local Health Departments in Central New York during the pandemic.
- Performed annual evaluations and reviews for large staff of employees.
- Maintained compliance with company policies, objectives and communication goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Produced crisis management and intervention plans for communities in need.
- Established networks to increase community awareness of new programs.
Primary RN Instructor and clinical coach Manager
DOH NATP, Loretto Long-term Care and Rehab Center
Syracuse , NY
12.2019 - 06.2020
- Manage, coach and supervise nurses in LTC and a rehab setting
- Coordinate Education program with NY DOH and LTC administration
- Coach and supervise 20 staff Providing care, support and clinical coordination for 500+ clients.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Identified new areas of scientific research and provided internal training.
Utilization Review and Case Manager RN behavioral
Molina Health Care
Syracuse , NY
10.2017 - 12.2019
- Manage Inpatient and outpatient Psychiatric and medical treatment for best practices and safe Discharge planning.
- Meet members in-home and the community to support, develop plan of care.
- Assess need for homecare, short-term rehabilitation and long-term care for HARP program.
- Coordinated with interdisciplinary professionals to develop plans of care, administer tests and monitor patient status.
- Advocated for patients by communicating care preferences to practitioners, verifying interventions met treatment goals and identifying insurance coverage limitations.
- Trained new staff in proper techniques, care standards, operational procedures and safety protocols.
- Created integrated case management role and was the clinical liaison between medical and behavioral health team.
Nurse Manager
Onondaga County outpatient
Syracuse , New York
06.2016 - 12.2017
- Mental health children and family services, Provided clinical assessment and care coordination for children, adolescents and families in a community mental health center and provided support and supervision to the medical team. Worked closely with the director and clinic supervisors to ensure comprehensive and effective care.
- Investigated and independently resolved complaints from staff, physicians and patients by leveraging clinical judgment and unit management expertise.
- Educated patients and family members about medical conditions and mental health, medications, treatments and preventive measures.
- Created and implemented group therapies and programs to help patients improve or regain coping abilities.
- Advocated for and strived to protect health, safety and rights of patient.
- Participated in evidence-based practice project implementation, nursing competency development and nursing simulation activities.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
- Participated in best-practice and management committees to discuss policies, propose revisions and implement changes.
Behavioral Health Coach
RN Ablito Inc
New York
01.2013 - 01.2016
- Engaged and assess clients referred by Aetna, Federal Agencies and other insurance providers determined to need clinical behavioral change intervention.
- Provided Tele-health support and therapy within a clinical team of professional providers.
- Improved outcomes of patients with psychiatric and co-morbid chronic health conditions.
- Used advanced counseling skills and evidence-based practices to establish goals and treatment plans with patients.
- Employed methodologies such as cognitive behavioral therapy to assist patients.
- Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
Senior Psychiatric Nurse
Monroe County Corrections
Rochester , New York
01.2010 - 01.2013
- Provided Clinical assessment and Care coordination for Patients in a correctional setting.
- Oversaw care of suicidal patients and acted swiftly to reduce risk of harm to themselves or others.
- Evaluated and make recommendations for post incarceration treatment plan.
- Coordinated with security staff regarding safety and security within the facility.
- Explained useful coping methods to relieve depression and anxiety.
- Provided direct quality care to patients by monitoring, recording and evaluating psychiatric conditions.
- Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
- Participated in evidence-based practice project implementation and competency development.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency and decrease recidivism.
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
- Sustained quality standards by performing routine medication audits and upholding internal and industry best practices.
Bereavement Coordinator
Livingston County Hospice Geneseo
New York
01.2008 - 01.2011
- Performed clinical supervision to bereavement team and interns and coordinated orientation, education and development of team members and volunteers.
- Trained Hospice staff in the bereavement and grieving process.
- Accepted different lifestyles, cultures, beliefs and values and seamlessly adapted bereavement support to accommodate individual needs.
- Planned, coordinated and facilitated bereavement groups and delivered ongoing compassionate support to bereaved.
- Planned and launched large-scale events for memorial services and community awareness.
Owner and Administrator
Elijah House Incorporated
Canandaigua , NY
01.2003 - 01.2008
- Operated 3, 50 Bed total, 24-hour, private Adult Care Facilities, providing care for psychiatric residents including the elderly and Veterans, referred by United States Veterans Administration and other community-based agencies.
- Managed day-to-day business operations.
- Regulated by New York State Department of Health
- Developed and implemented policies and procedures exceeding DOH expectations.
- Trained and motivated employees to perform daily business functions.
- Optimized team hiring, training and performance.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations.
- Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Organized, directed and coordinated medical and health services according to organizational policies and goals.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees. Provided First Aid certification training per NY State DOH requirements.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Identified new areas of scientific research and provided internal training.
Behavioral Health Specialist
Concurrent Review RN Mental Health Monroe Plan and Blue Cross and Blue Shield
Rochester , New York
01.2004 - 01.2005
- Responsible for clinical review and determining necessity of treatment both inpatient and outpatient, while collaborating with Psychiatrists and other licensed clinical professionals who are responsible for member’s care.
- Led educational seminars and lectures at local community mental health centers to expand awareness of mental health symptoms and issues.
Senior Psychiatric Nurse Therapist
Continuing Day Treatment
Rochester , NY
01.1999 - 01.2004
- Mental Health clinical support for geriatric and adult metal health patients both in an individual and group therapy setting
- Mental Health Consulting for Rochester area Nursing homes
- Performed patient assessments to monitor expected response to medications and altering treatment plans.
- Conducted therapy for mentally ill patients in group and individual settings to assist patients in achieving normalcy in a daily out patient treatment setting.
- Strengthened training and nursing knowledge by taking part in continuing education programs, Solution-focused, suicide prevention and yearly DSM revision workshops.
Senior Psychiatric Nurse
Rochester Mental Health Center
Rochester , New York
01.1993 - 01.1999
- Coordinated services and treatment for a 200 Patient program in an outpatient setting.
- Provided assessment and consultation with a team of caregivers for the treatment and continued care of dual diagnosed adolescent and youth.
- Utilized multi-modal diagnostic tools to diagnose and treat over 80 patients with memory difficulties and dementia.
- Provided direct quality care to patients by monitoring, recording and evaluating psychiatric conditions.
- Coordinated with medical and paramedical professionals to provide appropriate input and effectively formulate and implement treatment plans for patients.
- Administered IM psychotropic medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
- Provided skilled, timely and level-headed emergency response to critically-ill patients.
- Promoted patient and family comfort during challenging recoveries during ECT and post inpatient discharge to enhance healing and eliminate non-compliance problems.
Research Associate
Eli Lilly Covance research, Zypreza
Rochester , NY
01.1998 - 01.1999
- Coordinate trial for cost benefits of Zypreza on SPMI populations
- Gather data, assess participants using AIMS scale and perform EKG and medical assessments while work with Psychiatrists and community-based providers to determine efficacy and plan care.
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
- Supported design and implementation of survey instruments such as telephone questionnaires to obtain study information.
- Collaborated with staff to develop and implement best practices and accomplished all team goals.
Director of Services
South Street House Adult Social Day Care
Leicester , NY
01.1991 - 01.1993
- Hired, developed, motivated and retained top talent.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts to provide custodial care to patients with Alzheimer's and related brain disorders.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered overnight respite care to families caring for family members with Alzheimer's.
- Planned and implemented fundraising events.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Voluntary Worker
Sisters of St. Joseph
Rochester , NY
01.2004 - 01.2005
- Daystar Foster and respite care for “at risk” infants
- Freed full-time employees up for more critical work by completing clerical tasks and office work and overnight care to infants.
Education
AAS - Nursing
Monroe Community College
Rochester, NY01.1991
Bachelor of Arts - Psychology
SUNY Geneseo
Geneseo, NY2024
CPR And First Aid Trainer
American Red Cross
Geneseo, NY06.2005
Solution Focused Therapy Certification - Psychiatry
Solution Focused
Rochester, NY1998
Hypnotherapy And Pain Managment - Stress Managment
Hypnosis Wellness And Recovery
Batavia, NY1990
Skills
- Community Mental Health Programs
- Preventive Healthcare
- Mental and Physical Assessments
- Program Evaluation and Improvements
- Behavioral Management Planning
- Client Home Visits
- Community Resource Navigation
- Program Development
- Interdisciplinary Collaboration
- Regulatory Compliance
- Determine Medical Necessity
- Employee Performance Evaluations
Timeline
Development of Partnerships and Clinical Manager
Agno Health
05.2023 - Current
Community Support Specialist Outreach Coordinator Supervisor, Community Support Specialist
Contact Tracer Initiative, Public Consulting Group
06.2020 - 05.2023
Primary RN Instructor and clinical coach Manager
DOH NATP, Loretto Long-term Care and Rehab Center
12.2019 - 06.2020
Utilization Review and Case Manager RN behavioral
Molina Health Care
10.2017 - 12.2019
Nurse Manager
Onondaga County outpatient
06.2016 - 12.2017
Behavioral Health Coach
RN Ablito Inc
01.2013 - 01.2016
Senior Psychiatric Nurse
Monroe County Corrections
01.2010 - 01.2013
Bereavement Coordinator
Livingston County Hospice Geneseo
01.2008 - 01.2011
Behavioral Health Specialist
Concurrent Review RN Mental Health Monroe Plan and Blue Cross and Blue Shield
01.2004 - 01.2005
Voluntary Worker
Sisters of St. Joseph
01.2004 - 01.2005
Owner and Administrator
Elijah House Incorporated
01.2003 - 01.2008
Senior Psychiatric Nurse Therapist
Continuing Day Treatment
01.1999 - 01.2004
Research Associate
Eli Lilly Covance research, Zypreza
01.1998 - 01.1999
Senior Psychiatric Nurse
Rochester Mental Health Center
01.1993 - 01.1999
Director of Services
South Street House Adult Social Day Care
01.1991 - 01.1993
AAS - Nursing
Monroe Community College
Bachelor of Arts - Psychology
SUNY Geneseo
CPR And First Aid Trainer
American Red Cross
Solution Focused Therapy Certification - Psychiatry
Solution Focused
Hypnotherapy And Pain Managment - Stress Managment
Hypnosis Wellness And Recovery
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