National Clinical Case Team Manager
LORRAINE OYETUBO
ONE MEDICAL
Washington,DC
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridLocation:
Washington, DC, USOpen to relocation:
YesImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionHealthcare benefitsSummary
Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.
3
Languages
1
Certification
15
years of professional experience
Work History
National Clinical Case Management Team Manager
11 Years 8 Months- Lead a nationwide team of 10 Care Navigators supporting medically and psychosocially complex members; each RN/CN manages a caseload of 75+ patients.
- Analyze patient engagement data to identify gaps in the care journey; discovered high referral volume but low outreach and designed a new outreach protocol that increased enrollment from 43% to approximately 75%—a 75% relative improvement.
- Developed Social Determinants of Health (SDoH) survey and outreach protocol to identify barriers to patient engagement and connect patients with appropriate care resources.
- Established engagement model for care coordination across hospital-system partnerships and created training, workflows, and resources for program operations.
- Sustain 96% patient satisfaction for four consecutive years while maintaining one of the highest team-retention rates across Amazon One Medical; many team members have 7+ years of tenure.
- Recruited 5 Care Navigators and collaborated with HR on hiring; designed onboarding, training modules, and resource guides to enhance Care Navigator capabilities.
- Use 10+ years of Excel experience and 5 years of data reporting and analytics to monitor performance, identify trends, and drive operational improvements.
Program Site Manager
- Enhanced shift productivity by addressing employee concerns and grievances while fostering relationships with site management and supervisors.
- Collaborated with design and field teams to evaluate operational processes and deliver actionable feedback from frontline operations.
- Supervised daily operations to ensure compliance with safety and quality standards.
- Implemented process improvements that enhanced workflow efficiency across multiple teams.
- Coordinated logistics for timely delivery of products, optimizing resource allocation.
- Monitored, coached, and supervised team of 10 employees.
Assistant Manager
1 Year- Managed customer experience and daily operations while training Buyers, Cashiers, and Floor Assistants to enhance service delivery.
- Supervised daily operations to ensure efficient store performance and customer satisfaction.
- Trained and mentored staff on best practices for merchandising and customer engagement.
- Implemented inventory management systems to enhance stock accuracy and reduce shrinkage.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Bachelor of Science - Public Health / Human Relations
Skills
Chronic care support
Patient Retention
Patient Experience
Care Coordination
Data Reporting & Analytics
Workflow/Standard Work
Team Leadership
Cross-Functional Collaboration
Workforce development
Staff development
Health coaching
Performance coaching
Accomplishments
- SHIFT A Stress Management Experience is a Mental Health Coaching supporting patients through a four-week program focused on effective stress-management techniques.
- DEI JUSTICE GROUP is the first Diversity, Equity, Inclusion, and Justice group at Amazon One Medical to support a sustainable, nurturing, inclusive culture.
Certification
- Board Certified Health and Wellness Coach - NBC-HWC
Languages
English
Native or Bilingual
Spanish
Limited Working
Yoruba
Elementary
Timeline
National Clinical Case Management Team Manager
ONE MEDICAL
01.2015 - Current
Program Site Manager
GOOGLE EXPRESS
01.2015 - 01.2015
Assistant Manager
BUFFALO EXCHANGE
01.2012 - 01.2013
TRINITY WASHINGTON UNIVERSITY
Bachelor of Science from Public Health / Human Relations