LATOYA FRANKLIN-JACKSON
Monroe,LA
Summary
Experienced social worker and patient representative with over two decades in healthcare, specializing in patient care coordination and advocacy. Proven track record in enhancing patient satisfaction and streamlining operations within healthcare settings. Adept at managing complex patient cases, ensuring effective communication between healthcare providers and patients, and advocating for patient needs.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Patient Navigator/ Registered Social Worker
Glenwood Regional Medical Center
West Monroe , LA
08.2021 - 06.2024
- Facilitated patient transitions between hospitals, rehab centers, and psychiatric facilities, ensuring seamless care
- Worked effectively with staff from different emergency rooms to coordinate placement for Behavioral Health or Substance Abuse use patient
- Collected and reviewed patient information to assess eligibility for hospitalization with psychiatric providers
- Streamlined communication between patients and healthcare providers for enhanced care coordination and timely treatment
- Followed document protocols to safeguard confidentiality of patient
- Ensured accurate electronic health record keeping for patient interactions and outcomes
- Facilitated communication between physicians, specialists, nurses, social workers, insurance companies, employers
- Served as a liaison between healthcare providers and other departments within the organization
- Acted as an advocate for vulnerable populations who may have difficulty accessing needed services
- Provided educational materials to patients and staff, enhancing patient care outcomes
Discharge Planner/Registered Social Worker
Cypress Grove Behavioral Health
Bastrop , LA
09.2019 - 05.2021
- Solved problems related to abrupt changes in discharge, coordinated updates and communicated discharge plans
- Worked with utilization review to establish prior authorization for timely discharges
- Coordinated travel arrangements and contacted family with travel information
- Developed individualized discharge plans for patients based on their medical and psychosocial needs
- Provided education, support, and guidance to families of discharged patients
- Collaborated with other healthcare professionals to ensure successful transition from hospital to home setting
- Facilitated referrals for follow up appointments with specialists or primary care provider's post-discharge
Mental Health Professional/Functional Family Therapist
Horizon Rehabilitation Center, INC.
Monroe , LA
08.2017 - 05.2021
- Conducted individual, group, and family therapy sessions to provide psychological support for clients
- Provided targeted therapeutic interventions for clients experiencing a variety of mental health challenges, including anxiety disorders, depression, trauma-related issues, and substance abuse concerns
- Enhanced patient experience through compassionate care and open communication during therapy sessions
- Provided individual and family therapy to children and adolescents facing various emotional, behavioral, and relational challenges
- Conducted comprehensive assessments to identify clients' strengths, needs, and treatment goals
- Collaborated with parents/guardians to establish effective strategies for managing challenging behaviors at home
- Developed personalized treatment plans based on evidence-based therapeutic interventions
- Maintained detailed records of patient assessments, treatments, progress notes, and discharge summaries
- Actively participated in multidisciplinary team meetings to discuss case updates and develop care plans
- Supported clients in developing healthy coping strategies for managing mental health issues
- Evaluated patient responses to medications by observing changes in mood, behavior, cognition, physical condition, or level of functioning
Certified Social Worker
Meridian Behavioral Healthcare
Bastrop , LA
10.2016 - 08.2019
- Conducted assessments of client needs, strengths, and resources to develop treatment plans
- Worked collaboratively with other professionals such as psychiatrists, psychologists, and nurses to coordinate care for clients
- Maintained accurate records of client progress and interactions according to agency standards
- Facilitated group and individual therapy sessions for clients with similar issues or experiences
- Provided crisis intervention services for clients experiencing acute distress
Career Coach
Louisiana Delta Community College
Monroe , LA
01.2017 - 06.2019
- Coached clients on job search strategies, including resume writing and interviewing techniques
- Provided guidance to help clients identify and pursue career paths that match their interests and abilities
- Developed individualized action plans with clients to set goals for achieving desired career objectives
- Conducted assessments of client aptitudes, skills, values, interests and personality traits to assist in the career exploration process
Mental Health Professional
Rehabilitation Services Inc.
Ruston , LA
08.2016 - 05.2017
- Conducted individual, group, and family therapy sessions to provide psychological support for clients
- Developed treatment plans in collaboration with clients and other healthcare professionals
- Provided crisis intervention services to individuals experiencing mental health episodes
- Cultivated strong relationships with patients to promote trust and understanding of therapeutic process
Certified Pharmacy Technician
Walmart Pharmacy
Winnsboro , LA
09.2006 - 08.2013
- Collaborated with pharmacists to verify prescription information, resolve medication discrepancies, and provide patient counseling
- Maintained patient profiles, accurately recording medical history, allergies, and current medications
- Managed inventory levels, ensuring medications were properly stocked and organized
- Filled and dispensed over 150 prescriptions daily with a high level of accuracy and attention to detail
Prior Authorization Pharmacy Technician
University of Louisiana at Monroe
Monroe , LA
03.2006 - 02.2012
- Reviewed and processed prior authorization requests for medical procedures, medications, and durable medical equipment
- Collaborated with healthcare providers to gather necessary clinical documentation for prior authorization submissions
- Evaluated medical necessity of requested services based on established criteria and guidelines
- Managed a high volume of incoming calls from providers offices regarding prior authorizations
- Maintained accurate records of all prior authorization activities in electronic health record systems
- Adhered to HIPAA regulations and maintained strict confidentiality when handling sensitive patient information during the prior authorization process
Education
Master of Science - Criminal Justice
Grambling State University
Grambling, LA05.2026
Master of Arts - Social Work
Grambling State University
Grambling, LA05.2014
Bachelor of General Studies - Social Science
University of Louisiana At Monroe
Monroe, LA05.2012
Skills
- Organizational skills
- Intake Experience
- Behavioral Health /Case Management
- Call center
- Customer service
- Medical Terminology
- Cultural Competency
- Medical Recordkeeping
- Conflict Resolution
- Registration and Scheduling
- Active Listening
- Care Coordination
- Decision-Making
- Patient/ Client Advocacy
- 50 WPM Typing Speed
- Task Prioritization
- Microsoft Office word/excel
- Teamwork and Collaboration
- Problem-Solving
- Detail Oriented
Certification
- CPR Certification, RSW, 08/01/16, 08/31/25
- Registered Social Worker, CIT, 07/01/19, 03/31/25
Timeline
Patient Navigator/ Registered Social Worker
Glenwood Regional Medical Center
08.2021 - 06.2024
Discharge Planner/Registered Social Worker
Cypress Grove Behavioral Health
09.2019 - 05.2021
Mental Health Professional/Functional Family Therapist
Horizon Rehabilitation Center, INC.
08.2017 - 05.2021
Career Coach
Louisiana Delta Community College
01.2017 - 06.2019
Certified Social Worker
Meridian Behavioral Healthcare
10.2016 - 08.2019
Mental Health Professional
Rehabilitation Services Inc.
08.2016 - 05.2017
Certified Pharmacy Technician
Walmart Pharmacy
09.2006 - 08.2013
Prior Authorization Pharmacy Technician
University of Louisiana at Monroe
03.2006 - 02.2012
- CPR Certification, RSW, 08/01/16, 08/31/25
- Registered Social Worker, CIT, 07/01/19, 03/31/25
Master of Science - Criminal Justice
Grambling State University
Master of Arts - Social Work
Grambling State University
Bachelor of General Studies - Social Science
University of Louisiana At Monroe
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