Lacey Haskin
Lebanon,TN
Summary
Accomplished Case Manager adept at handling high caseloads without sacrificing quality of care. Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Overview
11
11
years of professional experience
Work History
IDD Program Specialist III
DIDD- Katie Beckett Program
Nashville, TN
05.2022 - Current
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Counseled clients on available resources within the community that could help meet their needs.
- Maintained up-to-date case records with case activity status.
- Developed individualized care plans with input from clients and their families.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Provided referrals to appropriate health care providers or other community resources.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Provided crisis intervention support for clients in emergency situations.
- Compiled reports on cases and submitted them to supervisors as required.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Assisted individuals with eligibility for available benefits.
- Coordinated transportation services for clients who lacked access to reliable transportation.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Transitioned clients to different providers based on progress or needs.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Monitored client progress through regular follow-up contacts.
PSR - Patient Service Representative
CVS Pharmacy
, TN
11.2021 - 05.2022
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Explained plans for treatment and payment options.
- Educated patients on medicine and at-home healthcare tools.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Used SPRX to schedule medication shipments.
- AVAYA phone experience
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Managed over 50 customer calls per day
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Answered incoming calls in a professional manner.
- Adhered to HIPAA regulations when handling confidential patient information.
- Inputted patient demographic data into electronic health record system.
Direct Support Professional
Prospect Inc.
Lebanon, TN
10.2014 - 11.2021
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Facilitated social interactions between participants and their peers in the community.
- Accompanied individuals on outings to promote independence and integration into the community.
- Assisted in planning and implementing recreational activities for participants.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Instructed individuals in self-advocacy skills to increase autonomy and decision making abilities.
- Collaborated with other staff members to develop individualized service plans for each participant.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Developed relationships with families of those receiving services to ensure continuity of care.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Followed care plan and directions to administer medications.
- Tracked and reported clients' progress based on observations and conversations.
- Accompanied or transported clients to appointments, errands and social activities.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Used approved crisis intervention techniques in emergency situations.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Leveraged database management system to track and report service hours, details of activities and progress on goals.
- Used Therap and ISPs to maintain records of services performed and apparent condition of patients.
- 6 months house manager experience
CNA
Tennova Hospital
Lebanon, TN
11.2016 - 03.2017
- CNA/ Tech for Rehab and McFarland mental health
- Worked with developmental and physically disabled adults in multiple departments.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
- Answered patient call lights promptly and responded to requests appropriately.
- Reported changes in patient conditions to registered nurse or physician.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Provided emotional support to family members during difficult times.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Documented activities and recorded information in EMR system.
Cashier/Customer Service Representative
Tractor Supply Company
Carthage, TN
09.2012 - 11.2014
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Helped customers find specific products, answered questions, and offered product advice.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Followed company security procedures for handling large sums of money.
- Balanced daily transactions on a computerized point-of-sale system.
- Conducted price checks for special orders or discounts as requested by customers.
- Discounted purchases by scanning and redeeming coupons.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Ensured compliance with all safety regulations within the store environment.
- Used suggestive selling techniques to promote add-on sales.
- Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Identified discrepancies between actual count and register balance; made corrections accordingly.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Answered phone calls to assist customers with questions and orders.
- Built and maintained productive relationships with employees.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
High School Diploma -
Penn Foster Program
Home Schooled05-2019
Skills
- Case Management
- Records Management
- Annual Case Reviews
- Data Entry and Analysis
- Resource Management
- Medical Records Management
- Progress Evaluations
- Documentation and Reporting
- Disability Support
- Task Prioritization
- Written and Verbal Communication
- Adaptability
- Proficient in Microsoft
- Proficient in Therap and TennCare programs
- Interpersonal Skills
- Client Meetings
- Multitasking
- Client Needs Assessments
Affiliations
- Foster family for DCS 2014-2017
- MillarRich Fostering Program 2017
- Reading various genres of books
- Hiking with my dogs
- Cooking/Baking
Timeline
IDD Program Specialist III
DIDD- Katie Beckett Program
05.2022 - Current
PSR - Patient Service Representative
CVS Pharmacy
11.2021 - 05.2022
CNA
Tennova Hospital
11.2016 - 03.2017
Direct Support Professional
Prospect Inc.
10.2014 - 11.2021
Cashier/Customer Service Representative
Tractor Supply Company
09.2012 - 11.2014
High School Diploma -
Penn Foster Program