Hilary Morse
Pflugerville,TX
Summary
Proven leader in care management at WellMed Medical Management, adept in strategic planning and fostering team growth. Excelled in enhancing client satisfaction and operational efficiency through innovative solutions and effective communication. Achieved significant improvements in employee development and retention, embodying creativity and a results-driven approach. Excellent relationship building capabilities that resulted in better interdepartmental relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Director, Care Management
Wellmed Medical Management
05.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Boosted employee morale and reduced turnover through the development and implementation of comprehensive rewards and recognition program.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Enhanced data-driven decision-making by implementing advanced analytics and reporting tools.
- Trained and guided team members to maintain high productivity and performance metrics.
- Oversaw large 44 person diverse team of nurses, social workers, and administrative staff
- Interacted well with vendors and members to build connections and nurture relationships.
- Improved team morale and productivity by sharing all professional development opportunities and implementing employee of the month recognition.
- Participated in building out of the new electronic medical record that will be implemented in thefuture to make sure all case management-related concerns are addressed.
Manager, Care Management
Wellmed Medical Management
03.2022 - 06.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listened to concerns, and found appropriate middle ground.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Streamlined report delivery processes, significantly reducing time to prepare reporting presented to market.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Successful in reducing percent of unable to reach calls to members on team by teaching innovative ways to find alternative contact information. Reduction from 24% to 5% in 2 months. Maintained metric goal of less than 10% for greater than 2 years.
- Successful in implementing templates used for documentation to make member information found in notes clearer and more useful for others reading the information documented.
Case Manager, RN
Wellmed Medical Management
03.2020 - 03.2021
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Researched best practices and developed strategies to improve program outcomes.
- Analyzed trends and data to inform decision-making and program development.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Developed strong relationships with patients'' families, providing emotional support while addressing concerns or questions about care plans.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
Case Manager, Lead RN
Wellmed Medical Management
06.2016 - 03.2020
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Conducted thorough assessments to identify client needs, laying groundwork for effective case management.
- Coordinated with healthcare providers to ensure clients had access to necessary medical services, enhancing their overall well-being.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Streamlined case documentation procedures, reducing processing time and increasing efficiency.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Improved patient outcomes by providing high-quality nursing care and implementing evidence-based practices.
- Utilized advanced clinical skills such as wound care management or IV therapy administration, leading to faster recovery times and reduced readmission rates for patients treated under my supervision.
- Provided skilled, timely and level-headed emergency response to critically-ill patients.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Collaborated with lead provider in creating a more efficient and effective triage process.
Education
Master of Science - Nursing Informatics
Western Governors University
Utah04.2024
Bachelor of Science - Nursing
University of Texas
Austin, TX12.2015
Skills
- Strategic Planning
- Verbal and written communication
- People and Team Management
- Operations Management
- Issues Resolution
- Creativity and Innovation
- Hiring and Retention
- Script review and revision
Certification
- Case Manager Certification, Commission for Case Manager Certification, September 2023
- Registered Nurse, Expires 05/31/2025, License #848311
- CPT, Expires 09/2025
Timeline
Director, Care Management
Wellmed Medical Management
05.2024 - Current
Manager, Care Management
Wellmed Medical Management
03.2022 - 06.2024
Case Manager, RN
Wellmed Medical Management
03.2020 - 03.2021
Case Manager, Lead RN
Wellmed Medical Management
06.2016 - 03.2020
Master of Science - Nursing Informatics
Western Governors University
Bachelor of Science - Nursing
University of Texas
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