Monica C. Chappell
McKinney,TX
Summary
Dedicated registered nurse with over three decades of expertise in clinical nursing, case management, and leadership roles. Proven track record of providing high-quality patient care, managing complex cases, and leading healthcare teams. Skilled in developing and implementing care plans to optimize patient outcomes and ensure a positive healthcare experience. Committed to continuous learning and staying current with industry best practices to deliver top-notch care.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Manager Case Management, Care & Disease Management Ops External Channel
United Health Group/Optum Health
04.2019 - Current
- Manage and be accountable for team of professional telecommute staff
- Responsible for daily assignments for staff of 17-20 including auto dialer, manual outbound and work queues
- Collaborate with Workforce management to influence and provide input to forecasting and planning activities, set daily direction and attend monthly 6x13 planning meetings
- Address and solve system/application issues affecting operations by entering tickets through company portal and follow up to ensure resolution
- Audit staff calls and cases on a monthly basis
- Meet monthly/quarterly with staff to review performance and expectations; provide annual evaluations; performance manage when needed
- Meet with leadership to adapt operational plans, and priorities to address business and operational goals
- Product, service, or process decisions, I make impact multiple groups of employees and/or customers (internal or external)
- Demonstrates knowledge of relevant state and federal guidelines (e.g., Medicare, Medicaid, commercial) or regulatory bodies (e.g., HIPAA, URAC, ISO, Milliman, NCQA)
- Chaired OPTUMization Committee in 2023 to find opportunities and solution for improvement from feedback received from employees
- Participation in Monthly Employee Engagement committee meetings to help increase employee experience by driving outcomes
- Transitioned 16 legacy RN O&E nurses to new roles within the company, collaborating with our people business partners to ensure smooth relocation.
- Participated in the onboarding of 20 new staff and transition of new O&E team
Manager Case Management, Population Health Solutions Total Population - Custom Accounts
United Health Group/Optum Health
10.2016 - 04.2019
- Manage and be accountable for team of professional staff both onsite and telecommute
- Set team direction, resolve problems, and provide guidance to staff
- Audit staff calls and cases on a monthly basis
- Meet monthly/quarterly with staff to review performance and expectations; provide annual evaluations
- Meet with leadership to adapt operational plans, and priorities to address business and operational goals
- Demonstrates knowledge of relevant state and federal guidelines (e.g., Medicare, Medicaid, commercial) or regulatory bodies (e.g., HIPAA, URAC, ISO, Milliman, NCQA)
- Chaired CCM Council/Education Committee helping Registered Nurses in obtaining their Certified Case Manager Certification with average pass rate of 89%
- Involvement with implementation and onboarding of new client accounts
Sr. Case Manager, Team Lead - Population Health Solutions Total Population - Custom Accounts
United Health Group/Optum Health
04.2010 - 10.2016
- Review work of team and provide coaching recommendations for improvement
- Person of contact for complex and/or critical member issues
- Forecast and plan to meet goal requirements
- Chaired Optum Power and Co-Chair CCM Council Committees
- Sr. Case Manager responsible for multiple clients ranging from 80K to 160K members
- Review and edit job aids to follow current process
- Involvement with implementation and onboarding new client accounts
RN Case Manager Custom and Standard Accounts
United Health Group/Optum Health
10.2006 - 04.2010
- Telephonic case and disease management
- Knowledge of account specific programs, both internal and external
- Working with internal and external partner referrals
- Owner and completion of daily work queue and client escalated cases
- Collaborating with Medical Director, Social Worker, Internal Disciplinary Care Teams
- Side by side precepting new peers to help onboard and orientate to team and processes
Staff Nurse/Charge Nurse
Doctor's Hospital Dallas
09.2002 - 01.2007
- Newborn Nursery and Intermediate Nursery Level II
- Attended deliveries
- Childbirth Educator in formal classroom
- Precept and orientate new employees
- NRP Certified using knowledge learned when attending deliveries
Staff Nurse/Charge Nurse
Medical City Dallas Hospital
01.1994 - 07.2003
- Staff nurse PCU-Step down ICU, care of moderately acute patients with cardiac, renal, and diabetic conditions and recovery of angioplasty/heart catheter procedures
- BLS and ACLS certified using knowledge learned when taking care of critically ill patients
- Charge Nurse Normal Newborn & float to NICU
- Admit Nurse average 350-400 newborns per month
- Certified Breastfeeding Educator- helping new mothers learn to breastfeed
- NRP Certified using knowledge learned when attending deliveries
Education
Associate of Applied Science - Nursing
El Centro College
Dallas, TX12.1993
Skills
- Demonstrated organizational and leadership capabilities
- Proficient in MS Office applications
- Employee growth and performance oversight
- Job aid development
Certification
- Certified Case Manager through Commission for Case Manger Certification
- Licensed RN in the state of TX and CA
Awards and Programs
Optum Superhero Award 2013 and 2024, Kina' ole Award 2024, Values Base Leadership completed April 2015, Emerging Leadership program completion Nov 2015, Inspire Mentor 2022, 2023
Timeline
Manager Case Management, Care & Disease Management Ops External Channel
United Health Group/Optum Health
04.2019 - Current
Manager Case Management, Population Health Solutions Total Population - Custom Accounts
United Health Group/Optum Health
10.2016 - 04.2019
Sr. Case Manager, Team Lead - Population Health Solutions Total Population - Custom Accounts
United Health Group/Optum Health
04.2010 - 10.2016
RN Case Manager Custom and Standard Accounts
United Health Group/Optum Health
10.2006 - 04.2010
Staff Nurse/Charge Nurse
Doctor's Hospital Dallas
09.2002 - 01.2007
Staff Nurse/Charge Nurse
Medical City Dallas Hospital
01.1994 - 07.2003
Associate of Applied Science - Nursing
El Centro College
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