Luisa Chambers
Williamsburg,Ohio
Summary
Dynamic Behavioral Health Clinical Liaison at Aetna with a proven track record in crisis intervention and patient advocacy. Expert in clinical assessment and care coordination, driving improved patient outcomes through effective communication and collaboration. Recognized for enhancing multidisciplinary teamwork and implementing evidence-based practices to support vulnerable populations.
I have a proven track record in patient care coordination and relationship management. Known for focus on team collaboration and achieving results, ensuring seamless transitions and high patient satisfaction. Possesses strong communication and problem-solving skills valued by employers.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Behavioral Health Clinical Liaison
Aetna
06.2022 - Current
- Serves as the Behavioral Health and Substance Use Disorder subject matter expert and key resource regarding any issues relating to integration of member care across departments.
- A comprehensive understanding of the bio-psychosocial principles and practices as it applies across all domains of health care.
- Possess fundamental knowledge of principles of substance use disorder and addiction medicine including ASAM levels of care.
- Drive collaboration on quality of care, utilization management, disparities and care coordination to ensure optimal member outcomes.
- Consults with management regarding physical and behavioral health clinical issues as they relate to medical management, provider and system of care issues, BH and social service system issues including critical stakeholders of various departments.
- Represents the plan to relevant external stakeholders regarding quality improvement initiatives, integrating member care, health plan success and innovative care strategies.
- Engage members with complex clinical presentations, identify opportunities to improve rounds and provide input to clinical leadership team.
- Supports the plan's ability to comply with Behavioral Health and Substance Use outcomes required by regulators and credentialing bodies (CMS, ODM, NCQA)
- Advises on care coordination needs for members during and after inpatient behavioral health and substance use disorder admissions.
- Provides training to staff on Behavioral Health and Substance Use Disorders, monthly Motivational Interviewing training to staff.
- Enriched patient experience by coordinating multidisciplinary team meetings to review individualized goals and progress updates regularly.
- Provided essential support during emergencies or crises situations, working closely with hospital staff to ensure appropriate patient placement and timely admission into post-acute care settings.
- Enhanced care coordination by collaborating with healthcare providers, patients, and families to develop comprehensive care plans.
- Promoted positive patient outcomes by identifying potential barriers to recovery and addressing them proactively with the treatment team.
- Supported evidence-based practice implementation within clinical teams through ongoing research review and dissemination of current best practices.
- Conducted thorough assessments of patients' medical histories, diagnoses, prognoses, medications, and treatment goals to determine eligibility for specific programs or services.
Clinical Care Manager
Aetna
05.2014 - 06.2022
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Served as a resource for colleagues by sharing expertise on complex cases or emerging issues related to Clinical Care Management.
- Participated in professional development opportunities to maintain current knowledge of best practices in clinical care management.
- Reduced hospital readmissions with comprehensive discharge planning and follow-up support for patients and families.
- Developed individualized care plans to promote patient-centered treatment goals and enhance overall wellbeing.
- Provided ongoing education for patients and families regarding disease processes, treatment options, self-management strategies, and available resources for support.
- Established strong relationships with community partners to expand access to needed services for vulnerable populations.
- Advocated for patients'' needs, rights, and preferences throughout the care management process, empowering them to make informed healthcare decisions.
- Promoted a culture of safety within the organization by adhering to regulatory standards and participating in risk management activities.
- Maintained confidentiality of patient information according to HIPAA guidelines and organizational policies.
- Enhanced interdisciplinary collaboration for optimal patient care through regular team meetings and case conferences.
- Contributed to interdisciplinary team building through active participation in staff trainings, workshops, and collaborative projects.
- Streamlined care coordination processes, resulting in more efficient delivery of healthcare services.
- Conducted thorough assessments of patients'' psychosocial needs, identifying barriers to effective healthcare management.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Delivered effective onboarding and training to new and existing employees and cross-trained staff members in other job roles to maximize coverage.
- Implemented new policies and educated staff on changes.
- Handled job duties for staff members which were unavailable or out of office.
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Conducted in-home visits to provide supportive services.
- Assisted patients in accessing housing, financial assistance and other community resources.
- Assessed risk factors of patients and made referrals for further services.
- Collaborated with healthcare providers to drive continuity of care.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges in hospital setting.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Managed caseload to satisfy multiple patients with diverse needs.
- Completed psychosocial evaluations and needs assessments.
- Participated in interdisciplinary care conferences to discuss patient care plans and referrals.
- Developed partnerships with community organizations to expand services and referrals.
Behavioral Health Counselor
Greater Cincinnati Behavioral Health Services
02.2013 - 05.2014
- Improved patient outcomes by implementing evidence-based treatment plans and closely monitoring progress.
- Maintained professional boundaries while fostering a therapeutic alliance, ensuring optimal conditions for individuals seeking behavioral health support.
- Developed effective crisis intervention plans, quickly deescalating high-stress situations to ensure patient safety.
- Supervised interns and clinical trainees, offering guidance and feedback aimed at enhancing their skills as future practitioners within the field of mental health services.
- Advocated for client access to necessary resources within the community or healthcare system as needed to promote overall wellbeing.
- Enhanced treatment efficacy by collaborating with multidisciplinary behavioral health teams to assess and address individual needs.
- Consistently participated in professional development opportunities to stay current on best practices within the field of behavioral health counseling.
- Assisted clients in developing coping strategies, promoting long-term mental health stability and resilience.
- Increased patient satisfaction by providing empathetic counseling services that were tailored to each individual''s unique experiences and goals.
- Reduced relapse rates with consistent follow-up care, support, and encouragement for patients in recovery.
- Implemented preventative measures through early identification of potential risk factors or barriers to successful treatment outcomes.
- Established trusting relationships with clients by demonstrating genuine empathy, active listening, and validating their experiences.
- Evaluated program effectiveness using data-driven approaches, identifying areas of improvement or expansion based on analyzed results.
- Maintained accurate documentation of client progress, facilitating seamless communication among healthcare providers involved in their care.
- Conducted comprehensive assessments to accurately diagnose mental health conditions, informing appropriate treatment recommendations.
- Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Stayed current on mental health research to follow new developments and research in mental health field.
- Managed patients with substance dependence and co-occurring Axis I and Axis II disorders.
Clinical Intake Coordinator
Greater Cincinnati Behavioral Health Services
01.2009 - 02.2014
- Provided exceptional customer service to patients, families, and healthcare providers during the intake process, promoting a welcoming atmosphere.
- Enhanced patient satisfaction by efficiently coordinating intake processes and ensuring smooth transitions into care.
- Conducted routine audits of intake documentation to ensure accuracy, completeness, and compliance with regulatory requirements.
- Conducted thorough assessments of new patients to determine eligibility for services, ensuring appropriate allocation of resources.
- Maintained strict adherence to privacy regulations by securely handling sensitive patient information throughout the intake process.
- Collaborated with multidisciplinary teams to develop comprehensive patient treatment plans, resulting in better outcomes.
- Apply clinical judgement to the incorporation of strategies designed to reduce risk factors and address complex clinical indicators which impact care planning and resolution of member issues
- Using advanced clinical skill, perform crisis intervention with clients experiencing s behavioral health or medical crisis and refer them to the appropriate clinical provider for thorough assessment and treatment, as clinically indicated.
- Provide crisis follow up to clients to help ensure they are receiving the appropriate treatment and services.
Behavioral Health Diagnostician
Greater Cincinnati Behavioral Health Services
01.2012 - 02.2013
- Established strong rapport with patients, alleviating anxieties surrounding the diagnostic process and promoting trust in clinical outcomes.
- Collaborated with multidisciplinary teams to develop comprehensive treatment plans based on diagnostic findings.
- Provided expert consultation services for colleagues seeking guidance or clarification on complex cases, fostering a collaborative work environment.
- Diagnosed patients suffering from chronic conditions.
- Collaborated with healthcare team to support continuity of care and coordination of services.
Care Manager
Greater Cincinnati Behavioral Health Services
01.2004 - 01.2009
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Assessed clients and developed plans to meet needs.
- Provided crisis intervention services when necessary by assessing risk levels promptly addressing safety concerns collaboratively with the treatment team.
- Established and maintained relationships with clients, families and community partners to coordinate services to meet client's needs.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Communicated with healthcare providers to facilitate continuity of care.
- Promoted patient self-management by providing education on chronic condition management and healthy lifestyle choices.
- Maintained detailed records in compliance with agency standards and regulations.
- Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
- Served as a liaison between patients, families, physicians, insurance providers, and other healthcare professionals for seamless care coordination efforts.
- Maintained strict adherence to professional ethics and confidentiality guidelines, safeguarding sensitive information and promoting trust.
- Consulted with supervisors to assess cases and plan strategies for enhancing care.
- Monitored patient progress closely, adjusting care plans as needed to promote ongoing improvement.
- Maintained network of community resources to provide most comprehensive support services possible to clients.
- Maintained up-to-date knowledge of community resources by networking with local organizations and attending professional development opportunities.
- Enhanced patient care by developing and implementing individualized care plans.
- Implemented evidence-based interventions for diverse populations, supporting culturally competent care delivery practices.
- Improved patient satisfaction through effective communication and collaboration with interdisciplinary healthcare teams.
- Advocated for patients' needs with healthcare providers, securing necessary interventions for improved health outcomes.
- Monitored patient progress closely, adjusting care plans as needed for optimal health improvements.
- Developed and maintained comprehensive patient records, improving accuracy in care delivery.
- Improved patient satisfaction with empathetic communication and attentive follow-up on care plans.
- Reduced hospital readmission rates by implementing effective care transition strategies.
Education
Master of Science - Social Work
University of Kentucky
Lexington, KYBachelor of Science - Criminal Justice
University of Cincinnati
Cincinnati, OHAssociate of Science - Social Work
University of Cincinnati
Cincinnati, OHSkills
- Clinical assessment
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Organizational skills
- Caring and empathetic
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Detail-oriented
- Relationship building
- Organized and detail oriented
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Risk assessment
- Crisis intervention
- Adaptability
Certification
- LISW-S, I.1303599-SUPV
Timeline
Behavioral Health Clinical Liaison
Aetna
06.2022 - Current
Clinical Care Manager
Aetna
05.2014 - 06.2022
Behavioral Health Counselor
Greater Cincinnati Behavioral Health Services
02.2013 - 05.2014
Behavioral Health Diagnostician
Greater Cincinnati Behavioral Health Services
01.2012 - 02.2013
Clinical Intake Coordinator
Greater Cincinnati Behavioral Health Services
01.2009 - 02.2014
Care Manager
Greater Cincinnati Behavioral Health Services
01.2004 - 01.2009
Master of Science - Social Work
University of Kentucky
Bachelor of Science - Criminal Justice
University of Cincinnati
Associate of Science - Social Work
University of Cincinnati
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