Lisa Hart
SAINT PAUL,MN
Summary
Compassionate Case Manager with experience in human and animal medical environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution, and communication abilities.
Overview
13
13
years of professional experience
Work History
Case Manager
Animal Emergency And Referral Center Of MN
09.2015 - 05.2024
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Improved client satisfaction by efficiently addressing concerns or grievances in timely manners.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Studio Manager
Heat Yoga
02.2011 - 12.2015
- Developed strong relationships with vendors, negotiating favorable contracts for equipment purchases and rentals.
- Established a positive work environment, fostering collaboration among staff members to improve productivity and creativity.
- Expanded the studio''s client base by proactively seeking out new business opportunities through networking events or industry conferences.
- Served as liaison between creative teams and clients, facilitating clear communication channels to achieve desired results efficiently.
- Coordinated daily studio operations, including scheduling, staff management and customer service.
- Supervised studio staff for timely, accurate and high-quality task completion.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained studio equipment, including cameras, microphones and computers, to limit schedule disruptions.
- Created policies and procedures for company and delivered company-wide training to employees.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established and opened a second brand new state of the art studio in Maple Grove.
- Verified that organization maintained open-door policy so employees could openly discuss ideas and make suggestions.
- Strengthened relationships with external partners such as vendors or suppliers, promoting collaboration opportunities that ultimately benefited both parties involved.
- Managed budgets and financial reports, ensuring fiscal responsibility and profitability.
- Promoted a culture of continuous improvement within the team by encouraging open feedback and sharing best practices between colleagues.
- Developed and implemented strategies to increase studio visibility and reach more clients.
- Streamlined studio operations by implementing efficient scheduling and project management systems.
- Oversaw the design and execution of marketing materials for the studio, increasing brand visibility and attracting new clients.
Education
Some College (No Degree) - Nursing Practice
Certified Nursing Assistant - Medical Assisting
05.1992
Skills
- Client Advocacy
- Referral Coordination
- Client support
- Records Management
- Case Management
- Problem-Solving
- Case Documentation
- Data Entry and Analysis
- Conflict Resolution
- Emotional awareness
- Positive Attitude
- Case Management Tracking
- Email and Telephone Etiquette
- Medical Records Management
- Relationship Building
- Interpersonal Skills
- Effective Communication
- Written and verbal communication
- Reliability
- Active Listening
- Interpersonal Communication
- Problem-solving aptitude
- Professionalism
- Onsite facility tours
- Adaptability
Timeline
Case Manager - Animal Emergency And Referral Center Of MN
09.2015 - 05.2024
Studio Manager - Heat Yoga
02.2011 - 12.2015
Sandhills Community College - Some College (No Degree), Nursing Practice
Sandhills Community College - Certified Nursing Assistant, Medical Assisting
I am someone who is an advocate for those that cannot advocate for themselves.
Pets cannot tell us what is wrong with them or how they feel, so gathering as much information from pet parents is essential. Pet owners often have to make excruciating decisions regarding their pet's healthcare. I have been successful in helping people come to terms with these decisions.
Every business has customers, and customers have complaints. When a large animal hospital client has a care issue, I conduct intensive investigations by reading through records, talking with staff, talking with DVMs, listening to phone calls, and discussing issues with clients. I have been successful in resolving most of the issues that clients and staff members bring to me.
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