HEIDY PAGAN
Manager - Health Care Careers
Wescosville,PA
Summary
Experienced Manager with a history of success in strategic planning, process improvement, and project management. Ability to enhance healthcare operations through effective communication, empathetic problem-solving, and focusing on delivering high-quality care. Skilled in leading teams, implementing patient-centered initiatives, building partnerships, stakeholder alliances and driving positive change within healthcare settings. Strong background in analyzing data and implementing strategies to optimize departmental operations and achieve goals. Dedicated to fostering a culture of excellence, teamwork, and continuous improvement to ensure operational success.
Overview
11
11
years of professional experience
14
14
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Program Manager - Health Care Careers
Lehigh Valley Health Network
Allentown, PA
05.2024 - Current
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed and maintained logistics workflows, procedures and reports.
- Built teams to address project goals and objectives for multiple projects.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Participated in pilot tests and revised programs based on feedback and results.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Program Coordinator – Health Care Careers
Lehigh Valley Health Network
09.2023 - 05.2024
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Manage daily operational duties to ensure long-term program sustainability.
- Prepares and presents monthly reports for senior leadership including quantitative and qualitative data regarding pre and post program implementation
- Championed program improvement initiatives based on stakeholder feedback, demonstrating adaptability and a commitment to excellence.
- Establishes strong relationships with key internal and external stakeholders for program support and goal attainment.
- Plans, organizes, and participates in the coordination, development and implementation of projects, programs, and strategic initiatives to meet strategic goals.
- Partners closely with program stakeholders to ensure timely completion of projects and initiatives.
- Develops and determines priorities and monitors project status.
- Tracks program data including internship placements, scholarships, conversions to employment and program satisfaction and provides regular impact reports.
- Demonstrates financial competency by effectively preparing, planning, and executing budgetary standards including monitoring and managing the program's expenses.
- Ensures legal, regulatory, and compliance requirements as they affect the high school health care career exploration programming.
- Plans team and program expansion with support from senior leadership to serve young scholars within new school districts.
- Manage student internships and mentorship programs, pairing students with healthcare professionals.
Manager Patient Experience
Lehigh Valley Health Network - Cedar Crest
Allentown, PA
03.2023 - 09.2023
- Managed the Patient Experience Unit Concierge team to lead and implement hospital strategies, to strengthen patient experience efforts.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Improved concierge team performance by 30% within a month of hire.
- Increased team engagement and satisfaction by 60% compared to prior year to achieve patient experience goals
- Partnered with patient care services directors/administrators, vice president of nursing, campus chief medical officer, chief operation officer and president to inform regarding current operational efforts.
- Developed and maintained budgetary, supply and project tracker for team for efficient operation and remain within the fiscal budget.
- Lead interview screenings and hiring process in collaboration with the concierge supervisor.
- Provided ad hoc reports and presentations on patient experience quantitative and qualitative metrics through the National Research Corporation (NRC) portal.
- Developed action plans based on hospital leadership requests to strengthen daily operations and meet network goals.
- Provided weekly supervision to team supervisor and provide strategic support with current efforts and initiatives.
Patient Experience Specialist
Lehigh Valley Health Network - Southern Region
02.2022 - 03.2023
- Developed strong relationships with patients, fostering trust and loyalty in the healthcare facility
- Improved patient experience scores through effective communication and empathy
- Developed & implemented FY23 campus strategy for Cedar Crest, presented to senior leaders for dissemination at the unit/department level (inpatient and adult emergency department)
- Created the Campus Patient Experience committee and subcommittees for the adult emergency department, inpatient units, and ancillary department
- Lead and implements patient-centered process improvement efforts at the unit level in collaboration with campus leadership
- Provided 1:1 support to clinical and non-clinical department leaders through evidence-based patient experience content for to meet fiscal year goals
- Developed unit specific patient experience strategies based on action plans developed by senior leadership at the campus level
- Conducted data analysis along with the analytics team to validate the data submission, extract, and evaluation for patient experience metrics
- Managed accountability tools to sustain process improvement efforts, identify opportunities, develop strategies, and increase the net promoter score
- Developed and implements unit-based patient experience pilots with campus leadership while providing unit level audits, evidence-driven education, and data validation
- Presented campus level data for leadership to increase awareness of current National Research Corporation (NRC) scores, trends, opportunities, and available resources
Social Work Lead
Lehigh Valley Health Network (Valley Health Partners)
07.2020 - 01.2022
- Provided team lead support to the Social Service Department, including other affiliated positions such as the community health workers and social service coordinator.
- Improved clinical metrics through a collaboration with stakeholder’s health insurances, transportation organization's & community agencies to partner and close gaps in care by 80%, linking patients to medical follow ups and decreasing unnecessary emergency room visits and hospitalization.
- The following improves provider metrics to ensure reimbursement.
- Interviewed, orientated, and coordinated processes for enabling service candidates.
- Trained new hires and assists in the development of the new hire packet (training schedule).
- Conducted bio-psycho-social assessments to assess, identify and address the social determinants of health.
- Coordinated patient access to healthcare and other community-based resources for social, educational, legal, nutritional, environmental, and mental health support.
- Developed and establishes community partnerships to support patients and address social determinants of living.
- Participated on initiatives to develop the social work workflow including training, documentation, and presents to the multidisciplinary team (RN, therapist, office coordinator, director, etc.).
- Engaged in VHP Community Based Programs Subcommittee to provide input during program expansion and future initiatives.
- Developed and conducts training with risk management, leadership, and legal representative to educate regarding mandated reporters in PA.
Bi-lingual Population Health - Social Worker
Lehigh Valley Health Network
07.2019 - 06.2020
- Communicated with and educated patients, families, and community members telephonically, in person, or at community physician practices.
- Linked individuals and families with community resources (housing, legal, insurance, etc.) and health services.
- Provided psychosocial support and encouragement, assisting patients or community members with developing life skills as needed.
- Lead patient/client interviews, providing on-going follow up, helping patients with goal-setting, and behavioral action plans.
- Managed PHI content within the electronic medical records to document encounters to ensure patient safety and goal achievement.
- Advocated for clients' rights, navigating complex systems to secure necessary resources and benefits.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
Lead Social Worker
Pediatric Specialty Care
01.2019 - 06.2019
- Managed the social work department for main sites Point Pleasant, Doylestown, and Quakertown
- Lead admission and discharge planning processes and directed all operational functions of the Social Service Department
- Conducted thorough departmental audits and corrective actions in alignment with the Department of Health and Human Services to meet regulatory standards as well as The Joint Commission
- Co-facilitated with federal case managers to develop client objectives and review current health status, investigations, appointments, family visitation, and discharge status
- Oversaw electronic client tracker and optimized all client files for the department
- Served as a pediatric court advocate for all PSC clients within the assigned geographical locations
- Collaborated with Children and Youth Services, and Philadelphia Department of Human Services, to ensure safe transitions into the community within the established date by the Family Court and PSC
- Assisted families and or legal guardians with required training, home safety assessments, and team meetings to establish client goals
- Implemented evidence-based interventions to address clients' needs and improve their well-being
- Advocated for clients' rights and connected them with community resources for ongoing support
Bi-lingual Case Manager
Service Access & Management, Inc.
06.2016 - 12.2018
- Managed waiver services for the elderly population, including assisting with overall health, personal, vocational, environmental, and professional goals.
- Lead Interdisciplinary meetings for initial and renewal of services, assisted with the completion of PA600 applications, completed quarterly monitoring visits, and wellness calls.
- Utilized HCSIS, SAMS, SP21, and CPR web systems to file private health information, entered consumer-related data, requested services, and provided a list of providers.
- Transitioned consumer's into and out of long-term care agencies for respite care services, initiate waiver services, and or terminate waiver services.
- Increased consumer access to diverse federally funded resources, including and not limited to waiver services, medical, social, and educational support.
- Monitored approval and operation of services to ensure proper utilization, request changes as needed and detect/report fraudulent activity.
- Managed and audited caseloads to ensure services were rendered in accordance with organizational policy/procedures and federal regulation.
- Utilized cultural competence to provide effective case management services to a diverse population.
- Demonstrated strong interpersonal skills in building trust and rapport with clients.
Youth Case Worker
Kids Peace
02.2014 - 08.2015
- Developed strong rapport with families, maintaining open lines of communication to ensure the best possible care for their children.
- Advocated for rights and needs of youth in care at community and policy-making forums.
- Managed comprehensive assessments and developed treatment plans tailored to each youth's needs.
- Lead and provided on-site case management support for children services funded by the federal government.
- Supervised a home with 10-12 children to provide support with activities of daily living.
- Participated in daily groups for psychological support in partnership with the campus psychologist.
- Developed daily goals to strengthen developmental needs in partnership with a multidisciplinary team.
- Provided insight and support during multidisciplinary meetings to target relationship issues such as abuse, domestic violence, social & emotional difficulties related to trauma.
- Flexible in the ability to adapt to challenges when they arise while remaining aware of professional roles and boundaries.
- Monitored and documented progress of clients, ensuring compliance with program goals and objectives.
Education
Master of Health Administration - Business
The University of Scranton
Scranton, PA 05.2025 - 05.2023
Master of Social Work - Social Services
Marywood University
Scranton, PA05-2019
Bachelor of Arts - Art Therapy & Minor in Psychology
Cedar Crest College
Allentown, PA 05.2001 - 05.2015
Skills
Leadership
undefinedCertification
LVHN Bridging the Gap – Spanish Interpreter Certification, 06/01/23
Professional Organizations
- Alumni Membership - American College of Healthcare Executives (FACHE)
- Alumni Membership – National Association of Social Work (NASW)
Degrees
- MHA
- MSW
International Engagement
Ireland, 04/01/19
Awards
- Lehigh Valley Hospital – Colleagues Aligned as Resources for Engagement and Support (CARES) Group, FY23 - 25
- Lehigh Valley Hospital – Young Professional Leadership Council Member, FY21-22
- Valley Health Partners – Enabling Services “SPOTLIGHT” Award, 2021
- President of the Social Work Student Society, 2018-2019
- Vice President of the Social Work Student Society, 2018
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Master of Health Administration - Business
The University of Scranton
05.2025 - 05.2023
Program Manager - Health Care Careers
Lehigh Valley Health Network
05.2024 - Current
Program Coordinator – Health Care Careers
Lehigh Valley Health Network
09.2023 - 05.2024
Manager Patient Experience
Lehigh Valley Health Network - Cedar Crest
03.2023 - 09.2023
Patient Experience Specialist
Lehigh Valley Health Network - Southern Region
02.2022 - 03.2023
Social Work Lead
Lehigh Valley Health Network (Valley Health Partners)
07.2020 - 01.2022
Bi-lingual Population Health - Social Worker
Lehigh Valley Health Network
07.2019 - 06.2020
Lead Social Worker
Pediatric Specialty Care
01.2019 - 06.2019
Bi-lingual Case Manager
Service Access & Management, Inc.
06.2016 - 12.2018
Youth Case Worker
Kids Peace
02.2014 - 08.2015
Bachelor of Arts - Art Therapy & Minor in Psychology
Cedar Crest College
05.2001 - 05.2015
LVHN Bridging the Gap – Spanish Interpreter Certification, 06/01/23
Master of Social Work - Social Services
Marywood University
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