Laura Pagan
Pulaski,VA
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Compassionate Care Manager known for high productivity and efficient task completion. Possess specialized skills in patient advocacy, care coordination, and case management. Excel in communication, empathy, and problem-solving, ensuring exceptional care delivery and client satisfaction.
Overview
13
13
years of professional experience
Work History
Care Manager
Sentara Healthcare
Virginia Beach, VA
02.2022 - Current
- Managed caseloads effectively, prioritizing needs, and ensuring timely access to necessary services within CCC+ and now the Cardinal MCO D team.
- Utilized technology and healthcare information systems to streamline care coordination and documentation processes.
- Communicated with patients with compassion while keeping medical information private.
- Conducted assessments of client's physical, psychological, cognitive, social, economic and environmental needs.
- Monitored care plan to evaluate effectiveness, document interventional achievement and suggest changes.
- Ensured that all documentation is completed accurately according to state regulations.
- Participated in continuing education and professional development activities to stay current with best practices in care management.
- Arranged referrals for additional services such as housing assistance or financial aid programs when needed.
- Created plan of care to assist patients in reducing problems or barriers to achieve optimal level of health.
- Educated clients and families on disease management, prevention strategies, and healthy lifestyle choices.
- Conducted regular follow-up with clients to assess satisfaction with services and identify any unmet needs.
Senior Benefits Specialist
Pulaski Department Social Services
Pulaski, VA
03.2018 - 02.2022
- As a senior worker in benefits, I managed a group of employees comprised of Benefit Specialists 1 and 2.
- Conducted a monthly engagement meeting with employees, assisting employees with problems, concerns, and ensuring employees were up to date with training.
- On a daily basis, I assist co-workers with casework as needed, troubleshooting cases.
- Work closely with supervisors by assisting with trainings, reading, and authorizing casework of new employees, as well as quality control of ongoing workers, and entered those cases into Rushmore to be reviewed by the state.
- In addition, I managed a family and children's caseload, SNAP, and Medicaid, and ensured all work was completed accurately and in a timely manner.
- I also completed adult Medicaid and Title IV-E foster care cases, and I had considerable knowledge of LTC. This position is very versatile, so I had no issues working independently or in a group.
Benefits Specialist II
Pulaski Department of Social Services
Pulaski , VA
04.2014 - 03.2018
- Family and children's caseload management.
- Interacting with clients in person, by email, and via telephone. Interviewing and creating rapport with clients.
- Evaluating and completing SNAP and Medicaid applications, renewals, and ongoing case action changes in a timely manner.
- Reading, interpreting, and applying policy to cases.
- Accurate documenting and maintaining accurate files.
- Knowledge of all state systems.
Benefits Specialist 1
Wythe County Department of Social Services
Wytheville, VA
10.2013 - 03.2014
- Family and children's ongoing caseload management. Completing renewals in both ADAPT and VACMS.
- Completing system searches in various state online systems.
- Averaging and converting income per policy to determine benefits.
- Reading, interpreting, and applying policy.
Client Advocate
Occupational Enterprises
Lebanon, VA
09.2012 - 10.2013
- 3 R's Advocate: Recovery, Re-entry, Re-unification - Coordinate and partner with Child Protective Services, Foster Care, and View Units.
- Assist clients in removing barriers to become self-sufficient.
- Support clients in maintaining stability in personal life and achieving positive outcomes.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Connected individuals with relevant community resources and coordinated referrals.
- Collaborates with team members and other personnel to promote client success.
- Creating rapport with clients to ensure positive outcomes.
Education
Bachelor of Science - Human Services
Bluefield College
Bluefield, VA12-2014
Associate of Arts - Human Services
Wytheville Community College
Wytheville, VA05-2012
High School Diploma -
Council High School
Council VA06-1993
Skills
- Care coordination
- Patient assessment
- Health information systems
- Care plan development
- Client education
- Team collaboration
- Case management
- Problem solving
- Time management
- Excellent communication
- Effective communication
- Verbal and written communication
- Employee supervision
- Teamwork
- Interpersonal skills
Timeline
Care Manager
Sentara Healthcare
02.2022 - Current
Senior Benefits Specialist
Pulaski Department Social Services
03.2018 - 02.2022
Benefits Specialist II
Pulaski Department of Social Services
04.2014 - 03.2018
Benefits Specialist 1
Wythe County Department of Social Services
10.2013 - 03.2014
Client Advocate
Occupational Enterprises
09.2012 - 10.2013
Bachelor of Science - Human Services
Bluefield College
Associate of Arts - Human Services
Wytheville Community College
High School Diploma -
Council High School
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