Mallory Montcastle

In this role, I currently lead a team of 12 supports coordinators, comprised of social workers and registered nurses, who maintain 450 MI Choice program cases.

• Provide day-to-day oversight of all clinical operations, support staff with high acuity or difficult cases, identify training needs, and conduct performance discussions to facilitate improvement.
• Oversee all utilization management operations, including service review and approval to ensure financial stability and case audit to ensure contract compliance.
• Engage with participants and their representatives to facilitate conflict resolution, while ensuring needs are appropriately addressed.

In this role, I led a team of 6 supports coordinators comprised of social workers and registered nurses, who conducted enrollment assessments and processes for the MI Choice program, covering 6 counties.

• Provided day-to-day oversight of all clinical operations, support staff with high acuity or difficult cases, identify training needs, and conduct performance discussions to facilitate improvement.
• Enhanced team collaboration through regular staff meetings, case conferences, and training sessions.
• Engaged with participants and their representatives to facilitate conflict resolution, while ensuring needs are appropriately addressed.
• Maintained all enrollment metric data including monthly, quarterly, and yearly enrollments, waitlist removals, and scheduled assessments.
• Completed root cause analysis on all intake/waitlist and enrollment processes to improve program efficiency and outcomes.
• Received a Bronze KUDOS for delivering outstanding results in 2022 and achieving defined agency goals with limited resources.

In this role, I conducted clinical assessments and coordinated enrollment for seniors and individuals with disabilities into the MI Choice program.

• Conducted 3-hour iHC biopsychosocial assessments and created person-centered care plans on enrolling participants across 6 counties, meeting expedited contract deadlines.
• Coordinated with contracted providers to provide participants with community living support services, nursing, emergency alert systems, adult daycare, etc.
• Engaged in conflict resolution with participants and their representatives to solve problems related to care, vendor concerns, and changes in health status.
• Maintained high quality scores of 90% and above on all assessment documentation, person-centered care plans, and record completeness.
• · Earned promotion to leadership position within nine months for demonstrating outstanding commitment to work ethics and good participant relations.

In this role, I provided hands-on leadership to two direct reports, established performance goals, and motivated team members to achieve both individual and team objectives at 110-bed facility.

• Collaborated with doctors and nurses to facilitate discharge of patients and delivery of required medical equipment for successful transition.
• Delivered comprehensive support to long-term care patients, including counseling, resources, and legal assistance. Maintained database of assessments, psychoactive medication, behavior management, and discharge planning documentation.
• Performed social service history (biopsychosocial), mental status, SUD, and depression screening assessments on residents.
• Managed services covered by insurance plans, including Medicare, Medicaid, and commercial insurance.
• Received positive feedback and recognized by senior management for demonstrating calm behavior in challenging environments, improving morale and well-being of residents, and addressing individual needs and concerns.