Hi, I’m
JOY SNYDER
Lansdale,PA
Summary
RN and CCM with 37 years’ experience in healthcare, including 5 plus years as a senior Clinical Quality assurance specialist, 5 years in complex case management, and 20+ years delivering quality patient care in a hospital setting. Broadly respected by executive leadership and peers alike for tenacious commitment to quality care and professional ethics. Developed top-tier Case Management service offering for Accolade and achieved NCQA accreditation on first application. Collaborates with Director and C-level leadership to ensure NCQA compliance, identify and implement process improvements and create, collaborate, and train on new processes.
Overview
37
years of professional experience
1
Certification
Work History
AccoladePlymouth Meeting, PA
Senior Specialist, Clinical Quality Assurance
08.2020 - 02.2026
Job overview
- Identifying high-risk customer service situations and promptly notifying all relevant parties for effective service recovery and member safety. Created tracking systems to monitor customer service data and collaborated with clinical leadership to reduce recurrence and address underlying issues.
- Conducted audits of 45 clinical nursing calls and related documentation weekly to verify accuracy and adherence to processes. Reviewed interactions using subjective and objective measures to support improvements in clinical value and customer satisfaction.
- Ensured service excellence by monitoring and evaluating client telephonic interactions of clinical health assistants, including case management and new hires.
- Assisted in identifying high-risk customer service situations and promptly notified relevant parties for effective service recovery and member safety. Created tracking systems to monitor customer service data and collaborated with clinical leadership to reduce recurrence and address underlying issues.
- Calibrated processes with over 95% accuracy in quality management team, focusing on clinical process adherence to enhance member experience and customer service. Guided new team members as a senior clinical quality assurance specialist.
- Provided written and verbal coaching to support performance improvements and recognize successes. Assisted clinical managers in identifying trends and potential issues in individual performance and overall work quality.
- Facilitated communication between case management and quality assurance teams, resolving barriers and mentoring nurses to enhance process adherence.
- Assisted director of NCQA accreditation and chief auditor in identifying and implementing process improvements. Supported documentation of new processes as needed. Conducted thorough internal reviews of NCQA records, acting as a subject matter expert in NCQA standards to identify potential issues affecting accreditation readiness.
AccoladePlymouth Meeting, PA
Lead Case Manager
01.2016 - 08.2020
Job overview
- Coordinated and overseeing discharge planning, transitions of care, and case management activities to ensure optimal patient outcomes.
- Collaborated with interdisciplinary teams, reviewing medical records for appropriateness and medical necessity, and maintaining compliance with federal, state, and accreditation standards.
- Led a team of four in launching the clinical case management line of business, establishing it as a premier product offering for Accolade.
- Facilitated audit readiness by preparing for mock audits and presenting active cases.
- Designed and implemented comprehensive training programs for new hires, focusing on HIPAA compliance and remote training delivery.
- Developed case management unit strategy policies and templates to enhance operational efficiency.
- Facilitated exceptional patient outcomes by leveraging community resources, employer benefits, and specialized programs.
- Led case management initiatives to streamline client services and improve satisfaction.
- Educated patients and families on health management, medication usage, and post-discharge care.
- Advocated for patient needs, coordinating services across healthcare settings to improve outcomes.
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
AccoladePlymouth Meeting, PA
Lead Clinical Health Assistant
01.2013 - 12.2015
Job overview
- Promoted to Lead title in September 2015 for excellence in all aspects of the role and consistently exceeding expectations and target metrics
- Supported Lowes and Comcast customers with consistently high quality patient care
- Achieved call volumes that were 100% higher than benchmarks and after call work time 25% of peers
- Exceeded patient expectations as demonstrated by high number of direct dials along with a record of no escalations
Education
Gwynedd Mercy CollegeGwynedd Valley, PA
Bachelor of Science from Nursing
05.2001
University Overview
Distinctions: Magna Cum Laude
Community Medical Center School of NursingScranton, PA
Graduate Nurse
05.1988
University Overview
Distinctions: First in Class
Skills
Clinical Expertise
- Analytical thinking
- Effective communication
- Management collaboration
- Quality assessment
- Team collaboration
- Coaching and mentoring
- Compliance monitoring
- Process optimization
- Audit reporting
- Problem-solving aptitude and collaboration
Case Management
Clinical Quality Assurance (QA)
Clinical Review
Policies & Procedures
Patient Assessment & Evaluation
Active Case Presentations
NCQA Compliance
HIPPA
Quality Management
Quality Patient Care
Audit Preparation & Presentation
Clinical Training
Patient Safety
Certification
- Registered Nurse (PA License RN297867L)
- Certified Case Manager Apr 2017 – Present
PRIOR EXPERIENCE
- RN – Intermediate Critical Care Unit and Postpartum/Nursery Pennsylvania Hospital, Philadelphia, PA Jan 2001 – Jan 2013
- Case Manager, Quality Assurance & Utilization Review Intracorp, Plymouth Meeting, PA Mar 1995 – Jan 2001
- Prior Hospital Experience 1988 – 1995
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Senior Specialist, Clinical Quality Assurance
Accolade
08.2020 - 02.2026
Lead Case Manager
Accolade
01.2016 - 08.2020
Lead Clinical Health Assistant
Accolade
01.2013 - 12.2015
Gwynedd Mercy College
Bachelor of Science from Nursing
Community Medical Center School of Nursing
Graduate Nurse