Livia Henderson
Cranberry Twp.,PA
Summary
Proven leader with extensive experience at UPMC, adept in strategic planning and cross-functional team coordination. Spearheaded projects that significantly enhanced operational efficiency and team productivity. Excelled in fostering collaborative environments and implementing innovative training programs, showcasing a blend of operational management and interpersonal skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Sr. Manager, Training and Development
UPMC
05.2018 - Current
- Utilized strong leadership skills to drive increased team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Manage vendor relationships with UPMC Health Plan, Wellsky, Change Healthcare, MCG, and Care Transition Manager.
- Mentored staff members for skill development and career progression within the organization.
- Implemented and developed operational standards, policies and procedures.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Designed and delivered successful training sessions to system-wide care management teams, equipping them with fundamental professional skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Sr. Manager, Corporate Care Management Appeals
UPMC
01.2014 - 05.2018
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with other hospital business units (billing, claims, etc.) ensuring long-term partnerships.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Managed large-scale projects, developed and implemented new denial management system, tools, and processes to achieve challenging objectives.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Promoted a culture of continuous learning through regular training sessions for appeal staff.
- Streamlined lower dollar denial appeals by evaluating, training, and implementing two appeal vendors organizations.
Manager of Health Management
UPMC Magee Women's Hospital
11.2012 - 01.2014
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Collaborated in the design and implementation of training materials for improved departmental efficiency.
Corporate Care Management Training Specialist
UPMC
08.2010 - 11.2012
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on care management topics such as discharge planning, regulatory requirements/forms, communication skills, utilization review, and time efficiency to enhance their individual growth in these roles.
- Developed training handbooks, computer tutorials and reference materials.
- Application support for Wellsky products (Canopy and ECIN), and Powerchart (Cerner).
ED Care Manager
UPMC Mercy
09.2009 - 08.2010
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Assessed clients and developed plans to meet needs.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Assisted the ED physicians in determining appropriate level of care for admitted patients.
- Established and maintained relationships with clients, families and community partners to coordinate services to meet client's needs.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
Clinical Care Manager
UPMC Mercy
07.2005 - 08.2010
- Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
- Coordinated referrals to specialists, hospitalizations, ancillary testing, and other enabling services for patients.
- Worked with providers to define quality metrics and outcome reporting process.
- Collected and aggregated data to identify problems or trends, such as turnaround time and issues with specialty services.
- Established strong relationships with community partners to expand access to needed services for vulnerable populations.
- Participated in professional development opportunities to maintain current knowledge of best practices in clinical care management.
- Arranged transportation and documented details of discharge transition plans.
Emergency Room Nurse
UPMC Mercy
01.2003 - 01.2007
- Managed complex cases involving trauma or multiple organ system failures by providing compassionate care alongside advanced clinical interventions.
- Provided emotional support to patients and families during times of crisis, helping them navigate through difficult life events.
- Provided effective communication between staff members and efficient patient assessments.
- Provided high-quality nursing care, including administering medications, wound management, and monitoring vital signs.
Orthopedic Nurse
UPMC Mercy
07.2001 - 01.2003
- Ensured continuity of care by maintaining accurate documentation and effectively communicating updates to other healthcare professionals.
- Streamlined the admission process by efficiently gathering medical history and performing initial assessments on new patients.
- Mentored new nursing staff, fostering a positive learning environment for professional growth.
- Contributed to overall hospital performance by participating in quality improvement initiatives targeting orthopedic services.
Med/Surgery Nurse
Sharon Regional Health System
12.1999 - 06.2001
- Participated in interdisciplinary team meetings for comprehensive patient care planning and improved clinical outcomes.
- Assisted in various surgical procedures, ensuring precision and accuracy throughout the process.
- Conducted ongoing assessment of patients'' physical, emotional, social needs prior to surgery for better preparation.
- Improved patient satisfaction by providing compassionate and empathetic care during their hospital stay.
Education
MBA - Business Administration
Carlow University
Pittsburgh05.2008
Master of Science - Management & Technology
Carlow University
Pittsburgh06.2005
Bachelor of Science - Nursing
Pennsylvania State University
Sharon05.2001
Diploma - Nursing
Sharon Regional Health System School of Nursing
Sharon12.1999
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Cross-functional Team Coordination
Certification
- ACM-RN - Accredited Case Manager Certification
- Pennsylvania Registered Nurse
- Western Pennsylvania ACMA Chapter President (2020-2022)
Timeline
Sr. Manager, Training and Development
UPMC
05.2018 - Current
Sr. Manager, Corporate Care Management Appeals
UPMC
01.2014 - 05.2018
Manager of Health Management
UPMC Magee Women's Hospital
11.2012 - 01.2014
Corporate Care Management Training Specialist
UPMC
08.2010 - 11.2012
ED Care Manager
UPMC Mercy
09.2009 - 08.2010
Clinical Care Manager
UPMC Mercy
07.2005 - 08.2010
Emergency Room Nurse
UPMC Mercy
01.2003 - 01.2007
Orthopedic Nurse
UPMC Mercy
07.2001 - 01.2003
Med/Surgery Nurse
Sharon Regional Health System
12.1999 - 06.2001
MBA - Business Administration
Carlow University
Master of Science - Management & Technology
Carlow University
Bachelor of Science - Nursing
Pennsylvania State University
Diploma - Nursing
Sharon Regional Health System School of Nursing
Similar Profiles
Chante JonesChante Jones
PCT-Specialist at UPMCPCT-Specialist at UPMC
ASHLYN TOWNSENDASHLYN TOWNSEND
Patient Care Technician at UPMCPatient Care Technician at UPMC
Shucara DearingShucara Dearing
MRI Patient Services Representative at UPMCMRI Patient Services Representative at UPMC
Elijah MalkusElijah Malkus
Milieu Therapist at UPMCMilieu Therapist at UPMC
Zachary D’AntoniZachary D’Antoni
Shift Manager of Steelmaking at Cleveland Cliffs Steel, Butler WorksShift Manager of Steelmaking at Cleveland Cliffs Steel, Butler Works