Princess Ward
Brooklyn
Summary
Achieved improved patient care continuity through over 12 years of coordinated support in human services.,Enhanced efficiency of patient intake processes and standardized operations by leveraging case management knowledge.,Strengthened departmental collaboration and staff development initiatives to provide equitable services and effective crisis interventions.
Overview
12
12
years of professional experience
Work History
System Wide Reproductive Health Navigator
New York City Health + Hospitals
New York, NY
06.2022 - Current
- Facilitate patient access to reproductive services appointments by removing financial and logistical barriers.
- Manage new patient referrals via email, phone, and RHN web portal.
- Coordinated with stakeholders to secure $50,000+ in patient funding for access to care.
- Develop and implement comprehensive data tracking systems for reproductive health funding allocation, optimizing resource distribution across multiple facilities.
- Foster partnerships with external organizations to enhance patient access to reproductive services, focusing on obtaining transportation, language support, and funding resources for patients.
- Organize patient medical charts and update patient demographics in Epic.
- Manage appointments scheduling, facilitate communication between patients and doctors.
- Verify patients insurance prior to scheduled intake appointments.
- Lead and participate in quarterly meetings remotely with internal and external coordinators to provide facility updates and new navigation work flows.
- Maintained accurate patient records and referral logs, enforcing documentation standards that supported timely follow-up and audit readiness.
- Attend annual conferences in state and out of state to present data of patient care, referrals and revenue.
- Coached new navigators on complex resource navigation and intake procedures, raising team confidence and sustaining consistent service delivery during high demand.
Care Manager Supervisor
Housing Works
New York, NY
11.2020 - 07.2022
- Led team of 7 in remote transition, ensuring service quality and compliance.
- Facilitated professional growth with structured training and regular weekly supervision.
- Ensured prompt delivery of detailed documentation by care managers in footholds for review and strategic solutions.
- Streamlined remote operations through virtual platforms, ensuring seamless service delivery while maintaining team cohesion and performance standards.
- Spearheaded quality improvement initiatives through systematic documentation analysis, enhancing client care outcomes and regulatory adherence.
- Oversee and participated in IDT meetings to ensure care manager proper implementation of addressing consumer needs.
- Overseen the development of consumer POC annually and as needed to establish goals and tasks.
- Audits case records and compliance checkpoints, corrects documentation deficiencies and reinforces standards to protect regulatory adherence and care quality.
Care Manager Supervisor
Advance Care Alliance
New York, NY
09.2019 - 09.2020
- Ensure Health Home compliance, improving care quality and regulatory adherence.
- Coordinated weekly individual coaching sessions with care managers remotely to review work performance.
- Review and develop Life Plans annually or when significant changes take place for consumers.
- Assigned new cases servicing Individuals with Developmental Disabilities ages 3-55 years old.
- Mentored care management staff through complex cases while implementing standardized assessment methods and maintaining detailed documentation.
- Developed comprehensive care quality metrics and assessment to track data monthly to ensure deadlines are met consistently.
- Conducted chart audits and trend analyses to identify documentation gaps, then implemented corrective workflows that produced measurable improvements in record completeness.
- Coached care managers on complex behavioral and developmental cases using guided role-play and feedback, strengthening staff competence and client outcomes.
Care Manager Supervisor
New York Foundling Queens
New York, NY
12.2016 - 06.2019
- Provided direct care management in Care Managers’ absence, ensuring continuity of service for special populations.
- Managed case files, ensuring compliance with quality assurance standards.
- Reviewed and approved consumer Plan of Care, aligning with agency policies and procedures.
- Implemented comprehensive monitoring system for case files, ensuring adherence to Medicaid regulations while maintaining high documentation standards.
- Facilitated seamless client enrollment across programs by coordinating with multiple teams and providing direct care management support when needed.
- Spearheaded Health Homes enrollment initiatives while supervising care management teams, ensuring seamless service delivery and strict regulatory compliance.
- Conducted supervision and targeted ongoing coaching to care managers remotely to ensure service continuity and professional development.
Residential Habilitation Specialist
New York Foundling
Brooklyn, NY
09.2015 - 12.2016
- Developed and monitored Residential Habilitation Plans for 38 consumers focusing on goals to improve ADL.
- Conducted monthly consumer progress observations, improving treatment strategies for Direct Support Professionals to work on with consumers.
- Collaborated with Residence Manager on Individual Protective Oversight plans.
- Facilitated monthly clinical meetings to review consumer progress, ensuring coordinated care delivery and alignment with residential habilitation objectives.
- Designed individualized daily living interventions using behavior-based techniques, improving client engagement and promoting greater independence across residences.
- Maintained precise electronic records in Evolv and centralized logs to ensure accurate handoffs and support compliant clinical reviews.
Service Coordinator
Elmyns Special Services
Brooklyn, NY
04.2015 - 09.2015
- Conducted OPWDD intakes, ensuring timely document submission and service coordination.
- Facilitated family and provider meetings to enhance communication and service delivery.
- Managed reimbursement applications, improving efficiency in care service processes.
- Maintained meticulous documentation compliance, ensuring timely processing of reimbursement applications and accurate service monitoring for program participants.
- Fostered strong partnerships with advocates and service providers, orchestrating effective care plans and ensuring optimal service delivery for individuals.
- Implemented systematic screening protocols, analyzing service requirements and coordinating resources to meet individual needs within regulatory guidelines.
- Streamlined service coordination processes, enhancing documentation efficiency while maintaining high-quality support for program beneficiaries.
- Managed comprehensive OPWDD intake processes, coordinating service requirements and implementing systematic assessment protocols to match resources with client needs.
- Led multi-stakeholder meetings between families and providers, developing integrated care solutions while maintaining strict documentation standards.
Business Associate Coordinator
Planned Parenthood of New York
Bronx, NY
07.2014 - 04.2015
- Managed medical records, ensuring compliance with PPNYC and regulatory standards.
- Streamlined patient registration and payment processing using Practice Management System.
- Trained new staff on patient balance and customer service, enhancing team efficiency.
- Resolved customer issues promptly, reducing complaints and service inquiries.
- Coordinated referrals and appointments, optimizing patient and visitor flow.
- Streamlined medical records management while ensuring compliance with regulatory requirements, integrating efficient patient registration and payment processing systems.
- Coordinated comprehensive patient care services, managing appointments, referrals, and communication between healthcare providers and patients.
- Led new employee training programs focusing on patient billing, claims processing, and customer service excellence, enhancing operational efficiency.
- Orchestrated multi-channel patient communication, including appointment scheduling, referral management, and prompt issue resolution.
Education
Masters of Business - General Management
Metropolitan College of New York
New York, NY09.2015
Skills
- Training (Experienced)
- Development
- Microsoft Office (Expert)
- Communication
- Organization
- Medical Records (Experienced)
- Customer Service
- Case Management (Experienced)
- Crisis Intervention (Experienced)
- Healthcare (Experienced)
- Documentation (Experienced)
- Leadership and coaching
Accomplishments
Honored with the Shine A Light Award for exceptional care coordination service provided to patients.
Timeline
System Wide Reproductive Health Navigator
New York City Health + Hospitals
06.2022 - Current
Care Manager Supervisor
Housing Works
11.2020 - 07.2022
Care Manager Supervisor
Advance Care Alliance
09.2019 - 09.2020
Care Manager Supervisor
New York Foundling Queens
12.2016 - 06.2019
Residential Habilitation Specialist
New York Foundling
09.2015 - 12.2016
Service Coordinator
Elmyns Special Services
04.2015 - 09.2015
Business Associate Coordinator
Planned Parenthood of New York
07.2014 - 04.2015
Masters of Business - General Management
Metropolitan College of New York