Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Lauren Rodriguez

Lauren Rodriguez

Victoria

Summary

Mental health professional with over 12 years of experience in behavioral health and substance use disorder management, demonstrating exceptional expertise in emotional intelligence, quality improvement, and crisis intervention. Proficient in presenting, healthcare auditing, and motivational interviewing, with a strong focus on enhancing patient outcomes and operational efficiency. Passionate about driving innovative care solutions and mentoring staff toward achieving excellence in the healthcare sector.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Clinician (Remote)

Concert Health
San Diego
07.2023 - Current
  • Provides care to patients, customizing treatment plans to individual patient needs.
  • Supports and closely coordinates behavioral health care with the patient's primary care provider and (when appropriate) other service providers.
  • Screens and assesses patients for common behavioral health and substance use disorders using PHQ9, GAD7, Columbia Suicide Risk Assessment, or other tools as required.
  • Monitors patients for changes in clinical symptoms and treatment side effects/complications, with a goal of reduction in symptoms.
  • Supports psychotropic medication management prescribed by PCPs, focusing on treatment adherence, side effects and other complications, and treatment effectiveness.
  • Tracks patient follow-up and clinical outcomes using a registry.
  • Plans specific mutual self-management goals, objectives, and interventions with action-oriented patients.
  • Facilitates care plan changes for patients who are not improving, including changes in medications or psychosocial treatments or appropriate referrals for additional services.
  • Documents patient progress and treatment recommendations in Salesforce and the electronic health record.
  • Completes relapse prevention plan with patients who are in remission.
  • Educates patients about behavioral health/substance use disorders/treatment options.

Supervisor, Operations (Remote)

Ambetter
Austin
01.2023 - 07.2023
  • Team Leadership:Supervise, train, and mentor a team of operations staff, ensuring they meet performance goals and company standards.
  • Operational Efficiency:Monitor daily operations, identify areas for improvement, and implement solutions to enhance efficiency and productivity.
  • Performance Management:Conduct performance appraisals, provide feedback, and address performance issues to maintain high standards.
  • Issue Resolution:Investigate and resolve complex customer or operational issues, ensuring timely and effective solutions.
  • Compliance:Ensure adherence to all relevant company policies, procedures, and regulatory requirements, including HIPAA and other privacy regulations.
  • Workflow Management:Coordinate and optimize workflows, ensuring smooth and efficient operations.
  • Data Analysis:Analyze data to identify trends, track key performance indicators (KPIs), and make data-driven decisions

Behavioral Health Care Coordinator Lead (Remote)

Superior HealthPlan
Corpus Christi
06.2015 - 01.2023
  • Worked with individuals recently discharged from psychiatric inpatient care to address needs and barriers to treatment. Utilized motivational interviewing techniques to improve treatment outcomes. Proficient in the following assessments: ABD, HRS, CMST, TOC.
  • Experience with the Star+PLUS population assessing for Waiver services and completing home visits.
  • Responds to customer inquiries and tracks issues for possible process improvement.
  • Represents department with efforts to promote relationships, improve processes and secure goals.
  • Collects and analyzes operational data to determine reasons for calls and identify efficiency improvements.
  • Performs quality control work and provides feedback and coaching to staff.
  • Handles administrative issues (associate issues, disciplinary matters, timekeeping, scheduling).
  • Handles escalated telephone calls.
  • Works on special projects as required for staff or self-development as well as meeting corporate and departmental goals and objectives.
  • Works in conjunction with department staff to analyze and construct procedures in response to new programs or contracts.
  • Develops and maintains relationships with other departments to collaborate on issues and ensure optimum customer satisfaction.
  • Served as subject matter expert on current work processes and procedures.
  • Assisted in creation of workflows and training materials.
  • Provided training to new and seasoned staff.
  • Facilitated large trainings on new products/technology.
  • Focused on quality assurance completing chart and phone audits for HEDIS/NCQA standards.
  • Evaluated team member's work and communicated areas of improvement to management.
  • Monitor reports, allocate resources, and suggest process improvements for operational efficiency.
  • Respond to customer inquiries, track issues, and recommend enhancements for better service.
  • Analyze operational data to identify call reasons and improve efficiency.
  • Provide quality control feedback and coaching to staff, ensuring high performance.
  • Handle administrative tasks, including associate issues, disciplinary matters, and scheduling.
  • Worked with team members to create efficient workflows, resulting in high productivity.
  • Communicated regularly with management to discuss quality trends.
  • Used quality monitoring system to compile and track individual and team performance.
  • Collaborated with management to align training programs with company objectives.
  • Reviewed feedback from participants after completion of a program and incorporated changes accordingly.
  • Implemented process improvement initiatives to streamline training delivery methods.

Screening and Crisis Counselor

Gulf Bend MHMR
Victoria
06.2013 - 06.2014
  • Crisis counselor performing risk assessments for inpatient psychiatric care.
  • Provided problem solving advice, information and referral, education and prevention for people in crisis.
  • Conducted assessments to determine client needs and risks.
  • Developed safety plans for clients experiencing suicidal ideation.
  • Documented client interactions and progress in electronic records.
  • Participated in training programs to enhance crisis intervention skills.

Education

MBA -

The University of Texas At Tyler
TYLER, TX
08.2020

MA - Rehabilitation Counseling

Texas Tech University Health Sciences Center
LUBBOCK, TX
05.2013

BA - Sociology & Child Development

Houston Baptist University
HOUSTON, TX
08.2008

Skills

  • Motivational Interviewing
  • Emotional intelligence
  • Healthcare auditing
  • Quality improvement
  • Training
  • Mentoring staff
  • Crisis intervention
  • Team leadership
  • Performance tracking
  • Employee onboarding
  • Relapse prevention planning
  • Salesforce
  • Epic
  • Maintaining quality assurance standards
  • Clinical documentation
  • Direct patient care

Certification

  • Licensed Professional Counselor Associate, Texas, 97380, 12/19/29
  • Certified Case Manager (CCM), 4243989, 05/31/29
  • Texas CANS/ANSA certified

Timeline

Clinician (Remote)

Concert Health
07.2023 - Current

Supervisor, Operations (Remote)

Ambetter
01.2023 - 07.2023

Behavioral Health Care Coordinator Lead (Remote)

Superior HealthPlan
06.2015 - 01.2023

Screening and Crisis Counselor

Gulf Bend MHMR
06.2013 - 06.2014

MBA -

The University of Texas At Tyler

MA - Rehabilitation Counseling

Texas Tech University Health Sciences Center

BA - Sociology & Child Development

Houston Baptist University
Lauren Rodriguez
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