Summary
Overview
Work History
Education
Skills
References
Timeline
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Sagirah Whitley

Sagirah Whitley

Lenexa,Kansas

Summary

Compassionate Crisis Case Manager known for high productivity and efficient task completion. Skilled in crisis intervention, behavioral management, and strategic planning. Excels in communication, empathy, and problem-solving to support individuals during challenging times. Brings focused approach to managing multiple cases simultaneously while maintaining quality support and advocacy.

Overview

18
18
years of professional experience

Work History

Mobile Crisis Case Manager

Wyandot Behavioral Health Network
08.2023 - Current
  • Build client relationships, business relationships, strategic partnerships with other agencies and external resources.
  • Identified any potential risks or threats posed by a client's behavior or environment and took appropriate action accordingly.
  • Coordinated activities such as job placement, housing assistance, legal aid and other supportive services for clients in crisis situations.
  • Organized educational workshops on topics related to mental health crisis management strategies.
  • Responded promptly to emergency calls from clients or community members regarding mental health crises.
  • Maintained accurate case notes, documentation and records of all client interactions.

Case Manager

Aetna Better Health of Kansas a CVS Company
11.2021 - 05.2023
  • Using care management tools and information/data review, conducts comprehensive evaluation of member’s needs/eligibility and recommends an approach to case resolution and/or meeting needs by evaluating member’s benefit plan and available internal and external programs/services
  • Collaborated with other service providers to ensure continuity of care for clients.
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Monitored client progress through regular follow-up contacts.
  • Developed individualized care plans with input from clients and their families.

Grievance & Appeal Coordinator

Aetna Better Health of Kansas
12.2018 - 09.2020
  • Responsible for the management of an assigned caseload involving complaints received
  • Which may include grievances, appeals and other coverage decision requests; Performs advanced and complicated case review duties requiring judgment, independent analysis and detailed knowledge of departmental and state regulatory procedures

Grievance & Appeal Coordinator

UnitedHealthcare
02.2014 - 12.2018
  • Triaging claims received by UHC through the image viewing systems IDARS, thoroughly reviewing and prioritizing each request and researching the claim using the NDB, CSP and RV facets to determine the appropriate process to accurately resolve each case; paying meticulous attention to detail to ensure all data entered is correctly
  • Adhering to high customer service guidelines ensuring requests are resolved within the required Service Level Agreement (SLA) or deadline
  • Once a resolution is determined, responsible for responding to each submitter with accurate detailed correspondence which includes the final decisions specific to each case

Lead/Supervisor

UnitedHealthcare-OptumRx
09.2010 - 02.2014
  • Responsibilities included supporting and managing the performance and activities of advocates, including both telecommuters and virtual sites
  • Completed advocate monthly one on one and annual performance reviews, including coaching and development
  • Monitored and reported team performance statistics including adherence, quality, and average hold time (AHT) to senior leaders
  • Documented and maintained advocate personnel file as necessary
  • Developed, implemented and monitored programs utilized to maximize customer satisfaction
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals by handling escalated member concerns keeping the organization values and mission in mind
  • Remained current in company developments, to any applicable enhancements

Customer Service Project Lead

UnitedHealthcare-OptumRx
10.2006 - 09.2010
  • Responsibilities included supporting and managing the activities of advocates, including both telecommuters and virtual sites
  • Specific responsibilities included providing the first line of contact for pharmacists and members regarding benefit claims
  • Supported advocates needing assistance with process, procedures, and best practices
  • Organized and managed multiple segment team projects
  • Developed and completed the project definition, implemented projects in accordance with each implementation plan, and overseeing the project assuring the required quality of delivery

Education

Psychology - Human Behavior

Avila University
Kansas City, MO
05.2020

Skills

  • Crisis Prevention Intervention (CPI)
  • Crisis Response
  • Public Safety
  • Motivational Interviewing
  • De-Escalation Techniques
  • Community Health Services
  • Client Needs Assessment
  • Community Resource Referral
  • Treatment Plan Modification
  • Crisis Resolution
  • Progress Monitoring
  • Time management abilities
  • Training and Teaching
  • Interpersonal Communication
  • Work Planning and Prioritization
  • Worker Supervision
  • Critical Thinking
  • Conflict Negotiation

References

References available upon request.

Timeline

Mobile Crisis Case Manager

Wyandot Behavioral Health Network
08.2023 - Current

Case Manager

Aetna Better Health of Kansas a CVS Company
11.2021 - 05.2023

Grievance & Appeal Coordinator

Aetna Better Health of Kansas
12.2018 - 09.2020

Grievance & Appeal Coordinator

UnitedHealthcare
02.2014 - 12.2018

Lead/Supervisor

UnitedHealthcare-OptumRx
09.2010 - 02.2014

Customer Service Project Lead

UnitedHealthcare-OptumRx
10.2006 - 09.2010

Psychology - Human Behavior

Avila University

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Sagirah Whitley