Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lucy Townsend

Taylors,SC

Summary

Goal-driven Healthcare professional well-versed in developing and maintaining collaborative relationships with Health and Family Services, government agencies, community resources and advocacy groups. Passionate about providing clients with high-quality care to improve quality of life.

Overview

8
8
years of professional experience
1
1
Certification

Work History

CMARC/CMHRP Care Manager/Supervisor of Program

Blue Ridge Health - Polk
06.2022 - Current
  • Improve patient outcomes by developing and implementing comprehensive care plans tailored to individual needs.
  • Enhance team performance by providing ongoing coaching, training, and support to community partners, patients and families.
  • Reduce hospital readmissions through proactive monitoring of patients and timely intervention.
  • Streamline care coordination processes, resulting in more efficient use of resources and improved patient satisfaction.
  • Identify opportunities with community, provider and advocacy organizations that assist in the best outcomes for the patients I care for.
  • Develop relationships with key community stakeholders, including the the local health department to ensure all activities and protocols required by the CMHRP and CMARC programs are satisfied
  • Assist in tracking performance measures outlined by the state
  • Promote behaviors that will result in better outcomes and quality measures
  • Collaborate with Health Plan liaisons, vendor managers, member service representatives and provider relations representatives to better serve my clients and provider practices
  • Ensure compliance measures are met and maintained.
  • Patient advocate activities such as teaching "Circle of Security" Parenting classes, facilitate a “Baby Closet” to clothe newborns up to 2 years old and collaborate with Community Partners to identify and address social determinants of health concerns.

Lead Clinical Staff Feb 2021-

The Bair Foundation
02.2021 - 01.2022
  • Increased employee productivity by implementing efficient work processes and time management strategies.
  • Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
  • Managed a caseload of medically fragile & therapeutic foster children including but not limited to crisis calls.
  • Ensured foster parents maintained licensure and provided proper care of children living in the foster home while providing assistance and guidance to foster parents.
  • Performed reviews by attending medical appointments and conducting weekly home visits.

Care Manager/Supervisor/Trainer

Humana
06.2017 - 10.2020
  • Improved patient outcomes by developing and implementing comprehensive care plans tailored to individual needs.
  • Enhanced team performance by providing ongoing coaching, training, and support to Care Managers.
  • Reduced hospital readmissions through proactive monitoring of patients and timely intervention.
  • Streamlined care coordination processes, resulting in more efficient use of resources and improved patient satisfaction.
  • Identified risks and gaps in care and developed an interdisciplinary plan of care for each member.
  • Coordinator of training (assisting with) onboarding and assignment of new members for Humana At Home program.

Center Director

Active Day
03.2016 - 07.2017
  • Enhanced center performance by implementing strategic plans and monitoring progress towards goals.
  • Managed center budget for optimal resource allocation and financial stability.
  • Increased staff productivity with regular training sessions, clear expectations, and constructive feedback.
  • Promoted a positive learning environment by fostering collaboration among staff members and addressing conflicts professionally.
  • Oversight of admissions and discharges.

Education

Bachelor of Arts - Social Work

Limestone College
Gaffney, SC
05.2002

Associate of Arts - Human Services

Piedmont Technical College
Greenwood, SC
05.1999

Skills

  • Staff Development
  • Conflict resolution
  • Technology proficiency
  • Organizational skills
  • Critical thinking
  • Ethical conduct
  • Stress management
  • Performance evaluation
  • Patient advocacy
  • Time management

Certification

Certificates

COSP Facilitator 2023

2 Humana Certificates of Excellence 2019

Eden Alternative

Certificate of Achievement

Dementia Beyond Drugs

(Changing the Culture of Care) 2016

Sexual Trauma & Counseling Center

Certificate of Achievement for

Volunteer Training 2012

USC Primary Certificate in Victim Services 2003

Timeline

CMARC/CMHRP Care Manager/Supervisor of Program

Blue Ridge Health - Polk
06.2022 - Current

Lead Clinical Staff Feb 2021-

The Bair Foundation
02.2021 - 01.2022

Care Manager/Supervisor/Trainer

Humana
06.2017 - 10.2020

Center Director

Active Day
03.2016 - 07.2017

Bachelor of Arts - Social Work

Limestone College

Associate of Arts - Human Services

Piedmont Technical College

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Lucy Townsend