Lyda Will-Hoover
Brackenridge,PA
Summary
Experienced Service Coordination Supervisor with knowledge of UPMC Values and CHC expectations. Has ensured Staff success with strong coordination and regular coaching. Guides staff through daily LTSS functions to ensure appropriate and speedy provision of services to Participants. Works directly with internal departments and external resources to ensure Participant receives the biggest and best benefits as a result of due diligence. Reviews performance once weekly or more in order to provide recommendations on how to increase performance.
Overview
18
18
years of professional experience
Work History
Service Coordination Supervisor
UPMC
Pittsburgh, PA
06.2019 - Current
- Guide 12-15 individuals in providing services to identified individuals enrolled in the Pennsylvania Community Health Choices waiver program.
- Explain DHS and NCQA guidelines and promote adherence to those guidelines.
- Provide supervision and guidance to service coordinator in the identification of mental health concerns, barriers they can create, and collaborating with the UPMC CHC Behavioral Health Team, behavioral health insurance providers and behavioral health service providers.
- Provide supervision and guidance to Service Coordinator in the identification when a Participant may have complex medical needs and the referral of Participant to Medical Case Management.
- Provide supervision and guidance to Service Coordinator in the identification of DME, Transportation, and other items needing the approval of Utilization Management and initiating the process with contact with Physician.
- Provide supervision in the creation of care plans including person-centered goals and interventions as well as the creation of Service Plans including the person-centered summary and authorizations.
- Review assessments, TTTs, PCSPs, and Adverse Determinations as prompted to do so by Helio tasks and in unscheduled review of documentation when completing supervision or evaluation of Staff.
- Service Coordinator's personal or professional long-term and short-term goals, once developed, are discussed in Supervision regularly depending on relevance.
- Supervision scheduled and completed 1 hour weekly.
- As needed supervision is available immediately upon request or scheduled in the near future.
- Provide positive and constructive feedback. Action steps are created for remediation of constructive feedback. These action steps are noted in supervision record which is also uploaded into HR Direct.
- Access Power BI, Helios, HealthPlaNET, and HHA to obtain data in evaluation of Service Coordinators and Providers performance to improve efficacy of Service Coordinators and hold Providers accountable.
- Maintain a weekly record of Power BI for each Service Coordinator in their supervision record by cut and pasting Power BI information into the Supervision agenda.
- Work weekly or even daily with internal departments of Home Modifications, Medical Case Management and its Supervisors, SCAs, Housing, Nursing Home Transfer, Nursing Facility Service Coordinators and Behavioral Health team.
- Service Coordination Liaison for monthly Behavioral Health Consult.
- Support other Supervisors, by providing the Supervisor's team guidance or completing a task when the Supervisor is absent, delayed, and when Supervisor has asked for assistance.
- Support Service Coordinators, when something occurs surprisingly. Assign tasks and Participants appropriately to Service Coordinators appropriately. Complete tasks to relieve pressure from extra assignments. Make sure to maximize availability.
- Interdisciplinary Care Team Meetings are held regularly. All internals involved as well as pertinent Providers are invited. Facilitate the meeting in order to maintain focus and relevancy. Repeat action steps agreed upon and verifying who is responsible for each step at close of meeting.
- Originally a member of the first Employment Benefits, Modification of Choice, and Residential Habilitation Workflow Teams.
- Currently a very active member of the Home Modification, Vehicle Modification, and Pest Eradication Team.
- Weekly create Team Karey Agenda and Hoover Huddle Agenda.
- Created Supervision Agenda, Workflow for Case Transfer, and first document to address Adverse Determination creation. All submitted to Leadership and influenced future documents. Currently two spreadsheets approved by manager for submission in near future.
- First to use chat.
- First to use tabs at the top of chat.
- Have been a member of the group testing Helios to "break it" more than once.
- Created a cohesive bond between Team Members causing a strong comradery.
- Regularly have staff promoted from team. Recommendations determined through Supervisor evaluation and supervision of staff often yields a promotion. As many as 6 staff promoted from Team at once.
- Team very rarely resigns. Receive New Hires mostly due to promotion.
- Follow orientation checklist, I actively search for shadowing opportunities, and ensure New Hires have access to Supervisor and Senior Service Coordinators Through check-in's and regular scheduled supervision.
- Investigate all Participant, Provider, and Internal Department complaints. DHS Escalations and APS reports are also reviewed. health and safety are ensured immediately. Participant's future health and safety is also discussed and action steps planned.
- Developed policies with Team in addition of CHC policies alone such as OPs reports must be completed 2 days before BA due date and notifying Supervisor of all ICT and NHT meetings.
Licensed Social Worker High Risk Population Team
Allegheny Valley Hospital
Natorna Heights, PA
10.2015 - 06.2019
- Assess and evaluate patients in-house for psychosocial needs
- Actively participating in team and other planning meetings(3 other transition teams) to determine appropriate interventions for each individual patient
- Provide multiple in-service sessions for Case Management department to clarify procedure and resources
- Teach local nursing students the role of the social worker and the importance in the acute and post-acute setting
- Actively seek information for Veterans in my area by correspondence and attending events
- Liaison to internal departments such as Case management, Social Work, Hospitalist, Nurses, Medical Records, Administration Physician offices, insurance companies, ambulance and fire departments in order to ensure helpful services for patient's successful transition home from the hospital.
- Actively discuss discharge planning with inpatient Case Management, my team, and designated meetings when necessary
- Built relationships with community resources including Physician offices, Practice Based Case Managers, Non-Profit Providers for food and other needs, Community Nurses and Social Workers, and local facility.
- Provide treatment planning, mental health counseling for individual patients and/or their families, facilitate end of life discussion as well as directing in the completion of documents concerning the event.
- Responsible for regular assessment of mental health concerns and decision of action in response to that assessment.
- Created two consecutive data collection systems (Excel proceeded by SQL database) in order to organize, identify, and collect data to better our service
- Regularly review team processes and provide observations to team to determine best practice.
- Source of information for professionals in house (Physician, Pharmacy, Case Management, and other staff) for resource needs in and out of hospital
Behavioral Specialist Consultant
Family Behavioral Resources
Lower Burrell, PA
07.2014 - 10.2015
- Complete assessments and treatment plans
- Collect data of my patients progress
- Joined family in identifying services during service and post-discharge
- Implementation of crisis intervention and therapeutic modalities were executed and modeled for family
- Responsible for discharge planning that would help the patient and their family to succeed
Treatment Specialist I
Family Acts
Ford City, PA
09.2011 - 05.2015
- Treatment and discharge planning completed
- Provided crisis intervention as needed
- Utilized treatment modalities
- Provided Individual, couple, and group therapy
Direct Case Worker II
Armstrong County CYF
Kittanning, PA
11.2007 - 02.2015
- Completed psychosocial assessments
- Completed treatment and discharge planning
- Involved in legal interventions such as attending hearings and testifying
- Built community relationships (providers and authorities) to ensure consumers had support for success
- Completed on call services where made independent decisions as necessary
- Member of interdisciplinary team meeting for education
- Work closely with state representative during audits
Education
Master of Arts - Social Work
University of Pittsburgh
Pittsburgh04.2013
Bachelor of Arts - Criminology
Indiana University of Pennsylvania
Indiana, PA05.2004
Skills
- Leadership
- Communication
- Problem Sollving
- giving and receiveing feedback
- Planning
- Delegation
- Empathy Conflict resolution
- Interpersonal skills
- working company goals
- Organizing trainings and Programs
- Setting achievable standards and expectations
- Digital communication
- Spreadsheets
- Organization
- Strategic thinking
- Logistics
- Technical knowledge
- Networking & out reach
- Collaboration
- Innovation
License
- Licensed Clinical Social Worker CW023378
2/14/2023-2/28/2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Coordination Supervisor
UPMC
06.2019 - Current
Licensed Social Worker High Risk Population Team
Allegheny Valley Hospital
10.2015 - 06.2019
Behavioral Specialist Consultant
Family Behavioral Resources
07.2014 - 10.2015
Treatment Specialist I
Family Acts
09.2011 - 05.2015
Direct Case Worker II
Armstrong County CYF
11.2007 - 02.2015
Master of Arts - Social Work
University of Pittsburgh
Bachelor of Arts - Criminology
Indiana University of Pennsylvania