Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michelle Lucas

Clarksville,IA

Summary

Results-driven LTSS professional with 10+ years of experience in service coordination, member outreach, and engagement. Proven track record of developing relationships with members, providers, and interdisciplinary teams to deliver high-quality care.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Outreach and Engagement Specialist

Magellan Health
01.2022 - Current
  • Engage members in behavioral health care management programs
  • Collaborate with teams to ensure coordinated service delivery
  • Document member interactions in TrueCare system
  • Facilitated communication between departments to enhance patient engagement and satisfaction.
  • Implemented feedback collection processes to improve service delivery and client experiences.
  • Assisted in developing training materials for staff on best practices in patient interaction.
  • Analyzed patient data trends to identify areas for improvement in engagement strategies.
  • Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
  • Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
  • Contributed ideas during brainstorming sessions aimed at enhancing overall customer experience through innovative approaches to engagement initiatives.

Community Based Manager-LTSS

Amerigroup Iowa
01.2019 - 01.2022
  • Managed non-clinical needs of members with chronic illnesses
  • Conducted assessments to identify and coordinate long-term service and support needs
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Developed detailed plans based on broad guidance and direction.

Provider Relations

Iowa Total Care
01.2019 - 01.2019
  • Developed relationships with providers to ensure company success
  • Provided training and coaching to improve performance
  • Promoted a culture of continuous improvement within the provider relations team, regularly soliciting feedback from healthcare providers and incorporating suggestions into strategic plans.
  • Increased efficiency of provider relations processes by implementing new systems for tracking and reporting concerns.
  • Participated in cross-functional teams to develop initiatives aimed at enhancing overall provider relations strategy and effectiveness.
  • Managed provider relations mailbox by triaging inquiries, facilitating resolution of incoming requests and forwarding requests to appropriate parties.
  • Enhanced provider relations by addressing inquiries and resolving issues in a timely manner.
  • Presented at industry conferences to represent company interests while expanding professional knowledge on best practices in Provider Relations management.
  • Managed caseloads effectively by utilizing strong organizational skills and prioritizing tasks based on urgency or importance levels related to provider relations objectives.
  • Strengthened provider relations by organizing and conducting regular meetings to address concerns and discuss improvements.
  • Initiated and maintained relationships with external stakeholders such as local service providers, vendors, and community partners for better client support.

Waiver Service Supervisor

Faith and Family Care, INC
01.2015 - 01.2019
  • Developed relationships with members, LTSS Case Managers, and Providers
  • Developed SOPs according to company growth and changes
  • Supervised daily operations, ensuring compliance with organizational standards and protocols.
  • Trained and mentored staff on best practices and service delivery techniques.
  • Implemented process improvements to enhance operational efficiency and client satisfaction.
  • Managed client interactions, resolving issues promptly to maintain high service quality.
  • Coordinated schedules and resource allocation for optimal workflow management.
  • Conducted performance evaluations to drive team development and accountability.
  • Handled customer complaints and inquiries.
  • Assisted with training and development of team members.
  • Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
  • Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
  • Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
  • Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
  • Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
  • Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Education

Associate's Degree - Medical Assisting

Kaplan University
Cedar Falls, IA
01.2005

Skills

  • LTSS services
  • Service coordination
  • Member outreach and engagement
  • Care planning
  • Relationship management
  • Quality assurance
  • Medical office experience
  • Database management
  • Google Suite
  • Microsoft Office

Certification

BLS Certification

Timeline

Outreach and Engagement Specialist

Magellan Health
01.2022 - Current

Community Based Manager-LTSS

Amerigroup Iowa
01.2019 - 01.2022

Provider Relations

Iowa Total Care
01.2019 - 01.2019

Waiver Service Supervisor

Faith and Family Care, INC
01.2015 - 01.2019

Associate's Degree - Medical Assisting

Kaplan University

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