Katrina Pfaff
West Deptford
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
17
17
years of professional experience
Work History
BH Utilization Management Operation Coordinator
Horizon Blue Cross Blue Shield of NJ
02.2020 - Current
- Accept telephonic and faxed system records needed for MD Team reviews and scheduling of reviews with Providers.
- Provide telephonic assistance and education to Providers on the UM process.
- Coordinate training sessions for new employees.
- Communicate effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently.
- Work with supervisors or project managers to develop schedules, monitor deadlines and coordinate resources.
- Respond to telephone calls and emails from customers or clients to answer questions or resolve problems.
- Provide customer service support via phone calls or emails when needed.
- Provide administrative support in scheduling appointments, organizing documents, and preparing reports.
- Use computer software and systems to enter data and review and draft documents.
- Assist in the development of process improvement initiatives to increase operational effectiveness.
- Handle administrative tasks for team members, helping projects run smoothly.
- Train employees in job-specific tasks and evaluated continuing education needs to improve team performance.
- Collaborate with department leads and senior management to coordinate operations and drive improvements.
- Draft and monitor employee scheduling to support effective resource allocation.
- Responsible for special projects assigned by supervisor.
- Developed training materials to onboard new staff, improving knowledge retention and operational efficiency.
- Gathered and organized materials to support operations.
Information and Referral Counselor
Jefferson Cherry Hill Hospital
09.2013 - 02.2020
- Maintained HIPAA compliance with Release of Information.
- Collected data to maintain statistics for department patient flow using Excel Spreadsheet.
- Followed up on service inquiries, referrals, and information requests.
- Performed initial telephone triage by providing accurate service information, scheduling assessments, providing appropriate referrals.
- Referred clients to community resources or specialists.
Mental Health Technician III
Kennedy Health System
07.2008 - 09.2013
- Provided crisis intervention when needed to de-escalate situations involving agitated or violent patients.
- Encouraged positive behaviors among patients through role modeling appropriate behavior management techniques during interactions with them.
- Monitored patients' physical and emotional well-being and reported unusual behavior or physical ailments to medical staff.
- Respected privacy rights of all individuals served by adhering strictly to HIPAA regulations and guidelines at all times.
- Charted patient observations by following prescribed procedures and standards.
- Ensured safety of all patients by closely monitoring them throughout the day and night shifts.
- Taught successful strategies to promote client wellness and independence.
- Carried out safety rounds and supervised activities.
- Adapted quickly and effectively to changing environments while maintaining professional standards of practice at all times.
- Observed patients for abnormal behavioral or physical signs.
- Observed patient behavior to identify potential issues that may require medical attention or intervention.
- Educated patients about the importance of self-care and healthy lifestyle choices.
- Assisted with daily living tasks such as bathing, eating, dressing, and grooming, as needed.
- Assisted psychiatrists, psychologists, and social workers in providing mental health services.
- Led group therapy sessions to help patients learn and practice new coping skills.
Education
Associate in Applied Science (A.A.S.) - Health Information Technology
Camden County College
Blackwood, NJ05.2019
Bachelor of Arts (B.A.) - Psychology
Rutgers University-Camden
Camden, NJAssociate in Applied Science (A.A.S.) - Nuclear Medicine Technology
Gloucester County College
Sewell, NJ06.2011
Skills
- Multitasking and organization
- Adaptability and flexibility
- Attention to detail
- Task prioritization
- Work Planning and Prioritization
- Process improvement
- Schedule coordination
- Scheduling and calendar management
- Meeting coordination
- Deadline management
- Teamwork and collaboration
- Excellent communication
- Problem-solving
- Time management
- Team collaboration
- Customer service
- Decision-making
- Project coordination
- MS office
- Discretion and confidentiality
- Project Support
- Workflow management
- Organizational skills
- Schedule management
- Phone and email etiquette
- Support services
Timeline
BH Utilization Management Operation Coordinator
Horizon Blue Cross Blue Shield of NJ
02.2020 - Current
Information and Referral Counselor
Jefferson Cherry Hill Hospital
09.2013 - 02.2020
Mental Health Technician III
Kennedy Health System
07.2008 - 09.2013
Bachelor of Arts (B.A.) - Psychology
Rutgers University-Camden
Associate in Applied Science (A.A.S.) - Nuclear Medicine Technology
Gloucester County College
Associate in Applied Science (A.A.S.) - Health Information Technology
Camden County College
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