Lena Loeffler

• Designed and operationalized Signature Health’s Patient Navigation program from initial concept through multi-site deployment supporting behavioral health, substance use, and integrated primary care engagement across six clinics.
• Managed a team of 7–10 patient navigators and partnered with clinical, operational, finance, and business intelligence leaders to build a structured patient engagement infrastructure that improved access to care, strengthened treatment retention, and translated outreach activity into measurable clinical and financial outcomes.

Program Performance Metrics

• 811 patient referrals generated
• 5,140 behavioral health appointments scheduled
• 3,700 completed visits facilitated
• 54,541 outreach attempts conducted
• 8,719 billable encounters generated
• $323,305 in posted service revenue
• 54% year-over-year growth in billable encounters
• Designed operational structure and engagement workflows supporting new patient onboarding, chronic no-call/no-show re-engagement, and post-hospital discharge outreach across behavioral health and integrated care services.
• Defined program KPIs and performance metrics in collaboration with Business Intelligence teams and supported development of Power BI dashboards tracking referral activity, scheduling outcomes, navigator productivity, patient engagement patterns, and billing outcomes.
• Used operational analytics to identify drivers of access barriers including referral conversion trends, appointment completion rates, clinic cancellations, and no-show patterns, informing workflow adjustments and engagement strategies.
• Directed targeted engagement initiatives addressing barriers to care, including chronic no-call/no-show outreach campaigns, pre-appointment engagement calls, and post-hospital discharge follow-up outreach within 24 hours.
• Supported hospital and emergency department discharge coordination efforts to ensure timely behavioral health and primary care appointments following psychiatric or substance-use hospitalizations.
• Participated in rollout of digital patient engagement initiatives using Epic CareMessage text outreach to improve follow-up engagement and access for recently hospitalized patients.
• Managed operational deliverables tied to multiple grant-funded initiatives, including reporting requirements, program performance monitoring, and stakeholder updates.
• Presented program performance insights and operational improvement recommendations to organizational leadership, contributing to strategic planning around patient engagement, population health initiatives, and access to care.

• Delivered community-based behavioral health services while assuming leadership responsibilities supporting team operations, training, and multidisciplinary care coordination.
• Promoted to Clinical Team Lead within one year based on leadership, clinical judgment, and operational problem-solving.
• Provided Community Psychiatric Supportive Treatment (CPST) services to high-risk youth and adults with mental health and co-occurring substance use disorders across home, school, and community settings.
• Selected as an Epic trainer during the organization’s electronic health record implementation, training case management staff and supporting adoption of new documentation and workflow standards.
• Participated in a specialized sexual behavior intervention program supporting youth who were perpetrators or victims of sexual harm, coordinating care with clinicians, families, and community partners.
• Facilitated team meetings, mentoring and supporting case managers in resource coordination, documentation practices, and client engagement strategies.
• Served on the organization’s Safety and Just Culture Committee representing frontline staff and contributing to policy improvements related to safety reporting.

• Conducted complex life-history investigations supporting mitigation development in capital defense cases.
• Analyzed medical, psychological, educational, and social records to identify developmental, environmental, and systemic factors relevant to legal defense.
• Synthesized large volumes of documentation and interviews into structured investigative reports for legal teams.
• Interviewed family members, community contacts, and professionals to reconstruct client histories and contextualize behavioral and environmental influences.
• Intermittent

• Coordinated licensing, placement, and compliance processes for foster care and adoption services within a nonprofit child placement agency.
• Served as primary contact between foster families, evaluators, and state agencies to coordinate home studies, licensing documentation, and placement readiness.
• Managed licensing workflows including re-licensing, transfers, relocations, and regulatory documentation.
• Supported recruitment and retention initiatives designed to increase licensed foster care provider capacity.

• Provided instruction and therapeutic support for high-risk youth in an educational and residential treatment setting.
• Developed curriculum and instructional materials supporting academic, social-emotional, and career readiness development.
• Delivered specialized instruction for students receiving special education services and English language learning support.
• Trained new staff on trauma-informed care practices, crisis intervention procedures, and documentation standards.
• Led crisis stabilization interventions and coordinated communication between academic and clinical teams.

• Supported development and implementation of a higher-education program for incarcerated students designed to reduce recidivism and expand educational opportunities.
• Coordinated program operations across instructors, correctional staff, and educational administrators.
• Directed a research team responsible for collecting and analyzing program performance data.
• Contributed to grant proposals and program reporting efforts that secured more than $300,000 in education funding.