Lisa Wagner

• Develop programs related to addressing issues with patients and families through interdisciplinary team conference.
• Managed heavy caseload using well-developed time management, organizational and task prioritization skills.
• Advocate for the needs of patients and families while in the TCH system facilitating open communication between families and staff, addressing issues, and concerns.
• Document and communicate to appropriate staff members issues raised by families.
• Take the lead in collaboration with the unit Family Advocate on complex patient/family support issues.
• Independently handle issues and concerns complaints/grievances raised by patients and their families in an effective and expedient manner. Address those issues /concerns with the appropriate staff. Data collection for quality improvement, and assessment and updating of leadership contact data throughout the system.
• Conduct routine rounds of patients and families in assigned service area.
• Submit grievance resolutions letters timely to the resolution specialist.
• Read current literature to stay up to date on federal, and state policies. Participate in mock surveys and be available to communicate with Surveyors if needed.
• Answer questions about Texas Children's Hospital accurately and facilitate communication by participating in family conferences as requested.
• Document and communicate to appropriate staff members issues raised by families to close communication gaps. (Documentation meets CMS guidelines).
• Provide support to families of patients in serious condition and refer to other hospital services ( Social Services, Child Life, Chaplain Services, etc) when necessary.
• Takes the lead in collaboration with the Family Advocate Department on complex patient/family support issues as requested and /or directed by Resolution Specialist, Assistant Director, Director.
• Provide additional services to Texas Children's Hospital, including but not limited to translation services, specialized training in complaint / grievance resolution.
• Provide feedback to staff on how best to handle individual situations and facilitate family conversations when needed.
• Conduct departmental in-services related to CMS guidelines, trends identified and benchmarking at other organizations.
• Identify areas needing additional training in policies and procedures related to complaints and grievances.
• Provide educational sessions and training related to service area needs.
• Assist with feedback in the development of training materials for the complaint software program.
• Solicit and answer questions that patients and families may have concerning non-clinical issues related to their visit to TCH as evidenced by leadership observation. Explain inpatient, clinic and or Emergency Center processes to patients and families to ensure understanding.
• Ensure that families are updated consistently on wait times, delays and other information important to families.

• Provided contract consultant services to Health Care businesses/ facilities in Houston, Texas
• Provides consultation in the interpretation of state and federal guidelines and regulations for area nursing homes, medical practices, home health agencies, hospices, etc Contract services including CMS guidelines and how to avoid deficiencies in the healthcare facility.
• Consultant Social Services to guide facility Social Service Departments included but were not limited to; psychosocial assessments, participation in interdisciplinary evaluation of the patient's need for institutional care, preparation of the patient's placement in the facility, development of individual social service treatment plans designed to promote adjustment to the facility and lessen the trauma of relocating to a new environment, counseling services provided to the patient, family, or group focused on the enhancement of psycho-social functioning, etc.
• Counseling for social and emotional problems such as; adjustment to illness or disability, institutional living, interpersonal relationships, re-establishing community living, coping with separation, loss, dying, and death. Behavioral interventions etc.
• (note: other services provided to numerous to list).

• Responsible for providing case management and counseling services in a Women's Health Medical Practice, (OB/GYN).
• Assisted clients with navigating and accessing social services such as housing and medical care.
• Participated in interdisciplinary team meetings to coordinate care for clients.
• Updated client documentation for accurate, compliant and current records.
• Supported clients and families with empathy and compassion during difficult times.
• Advocated for clients to assure respected rights and wishes.
• Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
• Helped clients develop new coping mechanisms and techniques to drive behavior modification.
• De-escalated stressful situations through individual and family crisis interventions.
• Coordinated external healthcare professionals to uphold high-quality, person-centered care.
• Helped clients with recognizing and managing mental health concerns through evidence-based interventions.
• Documented client progress and activities in accordance with agency policies and procedures.
• Provided crisis counseling and intervention services to clients in emergency situations.
• Administered assessments to identify clients' needs and establish treatment plans.
• Participated in professional development and training opportunities to enhance clinical skills.
• Assisted clients in identifying community resources and connecting with appropriate services.
• Evaluated clients' social, emotional and psychological needs to create treatment plans.
• Educated clients and families on mental health, wellness and recovery topics.
• Utilized evidence-based practices to provide effective interventions for clients.

• Responsible for the overall planning, direction and evaluation of the hospice services
• Responsible for the employment of qualified hospice personnel; for the provision of hospice services, and for the standards of care to comply with federal, state and local regulations and guidelines
• Responsible for the overall direction of hospice clinical services
• Establishes, implements and evaluates goals and objectives for hospice services that meet and promote the standards of quality and contribute to the total organization and philosophy., over psychological assessment to patients and families
• Provided treatment to address the mental, emotional, and behavioral issues of patients who are treated by the physician
• Developed strategies and life skills to ensure patients are compliant to physician treatment orders
• Assisted patients who are rape victims, or domestic violence victims to focus on ways to adjust to trauma .Assisted patients with chronic illnesses such as diabetes, hypertension and other diseases that impact upon their health and unborn childs health
• Facilitates weekly counseling sessions with patients and families
• Provides proper documentation that indicates appropriate and timely interventions as identified by initial evaluations
• Make appropriate referrals to regulatory agencies if necessary
• Documents in the patient medical record
• Documentation meets medicare /medicaid requirements.

• As a psychotherapist, provides psychological assessment and treatment to address the mental /emotional / behavioral impact of mental illnesses and chronic illnesses on patients
• Assist patients to focus on ways to adjust to illness and ways to rehabilitate
• Facilitates structured one to one weekly counseling sessions
• Identify and address psychiatric issues that could be potential obstacles to the patient rehabilitating
• Provide proper documentation that indicates appropriate and timely interventions as identified by the psychotherapy evaluation
• Documentation meets medicare requirements.

• Provided counseling/psychotherapy to physicians practice
• Provided psychological assessment and treatment to patients to address mental illness
• Facilitated weekly individual counseling/ group sessions to patient population in long term care facilities, personal care facilities, adult day care facilities, and individuals homes
• Identified and addressed psychiatric issues that could be potential obstacles to the patient rehabilitating
• Provided proper documentation to indicate appropriate and timely interventions were initiated
• Participated in Medicare audits successfully.

• Responsible for teaching / lecturing to undergraduate Social Work, Sociology, and Psychology students
• Classes taught include but not limited to a Crisis Intervention, Counseling Families, Counseling Adult Offenders in Criminal Justice Setings
• Teaching expertise provided in any other area of Social Work as requested by the Dean of the School of Social Work.

• Contract services provided to two Houston Independent Schools
• Westbury High School, and Hartman Middle School
• Consultant in the area of adolescent development and behavior
• Through various grant projects, provided individual counseling / psycho-therapeutic services to troubled teens
• Provided education in the area of teen sexuality and the benefits of sexual abstinence.

• For 7 years
• Responsible for assisting the program director of the college of health sciences in developing curriculum and teaching undergraduate students
• Courses taught included Long Term Care Administration, Ethics in Health Care, Healthcare in the Black Community, Legal Aspects of Healthcare, Healthcare and the Poor, Health Information Systems, social Policy in Healthcare, Healthcare and the Elderly
• (list of courses taught not all inclusive)

Promoted through the ranks of State Government to the position of Regional Director of Long Term Care Regulatory. Texas Department of Health and Human Services. Responsible for the regulatory compliance of over 200 facilities in Region 6. Houston Texas, and surrounding areas. Responsible for supervising and guiding 60 state surveyors and 24 administrative staff. Unit was responsible for the investigation of facilities on an annual basis or when complaints were made to ensure compliance with federal and state laws. As the Regional Director of the LTC Regulatory unit responsible for directing enforcement staff/surveyors in the monitoring of nursing homes, hospital skilled nursing units, state schools for the developmentally disabled, group homes, adult day care facilities, assisted living facilities, and personal care facilities.

Responsible to ensure all survey staff were adequately trained and prepared to work in the demanding and litigious areas of regulating and ensuring compliance in Region 6 facilities. Ensured the completion of special projects, scheduling tasks, records management, preparing teams for court litigation regarding the enforcement actions taken against facilities. As Regional Director, responsible for providing court testimony as an expert witness in the areas of long term care enforcement and compliance regarding actions taken by department staff. Required to prioritize task on a very time constrained schedule /deadlines and achieve results that prevented deaths, abuse, neglect, and exploitation of patients/residents of facilities in Region 6. Used management and leadership skills /experience to inspire cooperation and teamwork among the large and diverse group of healthcare professional to meet departmental goals nd statewide initiatives. Acted as a regulatory resource for all team members. Trained by The Centers for Medicaid and Medicare (CMS) as a surveyor/auditor. Passed the national required training to be a surveyor . (Surveyor Minimum Qualification Test. SMQT. Worked 12 years as a surveyor in different positions of leadership before being promoted to this position.