Suzanne Thompson
Saint Augusta,MN
Summary
Clinical operations professional with proven track record in managing complex healthcare projects and optimizing clinical workflows. Skilled in regulatory compliance, process improvement, and resource management. Known for fostering team collaboration and adapting to evolving needs, consistently delivering measurable results. Strong analytical skills, strategic thinking, and effective communication enable success in driving operational excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
EAP Clinical Operations Manager
Cigna/Evernorth Insurance
12.2020 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Implemented quality control systems to boost overall product consistency and reliability.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Raised property accuracy and accountability by creating new automated tracking method.
Behavioral Health Quality Clinical Management
Cigna/Evernorth Insurance
04.2019 - 12.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Employee Assistance Consultant
Cigna/Evernorth Insurance
06.2014 - 04.2019
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Provided consultation to client company members at all levels regarding workplace concerns (i.e. performance, critical incidents, risk of harm, etc.)
- Facilitated referrals from company customers and follows appropriate Cigna Behavioral Health and/or client company protocol for EAP referrals based on job performance decline, positive alcohol/drug screens, drug free workplace policies, and/or federal mandates for employees covered under the Department of Transportation regulations
- Consulted with client/company contacts regarding policy implications, positioning and interface with EAP • Facilitates critical incident response by consulting with requesting manager and direct service providers to arrange appropriate clinical services, including onsite/virtual services.
- Responded immediately to crisis calls, provide crisis assessment and intervention
- Responsible for training new hires including mentoring
Licensed Marriage and Family Therapy
Granite City Counseling, LLC
03.2010 - 06.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Facilitated therapy for individuals (age 3 and up), families, couples
- Diagnostic assessments
- Focus on severe and pervasive mental illness
- Started and facilitated Anger Management Program
Therapist
CORE Professional Service, P.A.
01.2007 - 03.2010
- Built strong rapport with clients, fostering trust and open communication for effective therapy sessions.
- Maintained detailed case notes and documentation, ensuring effective tracking of progress and continuity of care across providers.
- Established clear boundaries with clients, maintaining ethical practice standards while preserving the therapeutic relationship.
- Provided individual and group therapy sessions to patients suffering from mental health issues.
- Facilitated sex offender groups
- Individual, couples, family therapy with sex offenders
- Assessment interviews and documents
- Psychological testing including Wechsler Adult Intelligence Scale, Third Edition, Scales of Independent Behavior-Revised, Wide Range Achievement Test, Fourth Edition, MMPI-2, MMPI-2-RF, MCMI-III, Hamilton Depression Inventory, MMPI-A, MACI, JI-R, Beck Youth Inventories-2, Social Risk Assessments
- *Became LMFT in 2009
- *Internship completed at CORE (began August 2006)
Education
Master of Science - Marriage And Family Therapy
Saint Cloud State University
Saint Cloud, MN06-2007
Bachelor of Arts - Psychology
Saint Cloud State University
Saint Cloud, MN05-2005
Skills
- Adverse event reporting
- Site monitoring
- Clinical trial management
- Patient engagement
- Staff development
- Operations oversight
- Utilization review
- Clinical data management
- Audit preparation
- Protocol development
- Clinical leadership
- HIPAA compliance
- Effective communication
- Managerial experience
- Quality improvement
Certification
- Licensed Marriage and Family Therapist (obtained in October 2009)
- Certified Employee Assistance Professional (obtained in January 2016)
Timeline
EAP Clinical Operations Manager
Cigna/Evernorth Insurance
12.2020 - Current
Behavioral Health Quality Clinical Management
Cigna/Evernorth Insurance
04.2019 - 12.2020
Employee Assistance Consultant
Cigna/Evernorth Insurance
06.2014 - 04.2019
Licensed Marriage and Family Therapy
Granite City Counseling, LLC
03.2010 - 06.2014
Therapist
CORE Professional Service, P.A.
01.2007 - 03.2010
Master of Science - Marriage And Family Therapy
Saint Cloud State University
Bachelor of Arts - Psychology
Saint Cloud State University
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