Tiquilia Austin
Summary
Results-oriented healthcare executive specializing in behavioral health and contact center management. Demonstrated success in driving strategies that improve operational performance and patient/member satisfaction. Experienced in policy development for HIPAA compliance and leading initiatives for quality assurance and performance enhancement. Proficient in overseeing multi-channel operations and optimizing team performance for superior patient experiences.
Overview
15
15
years of professional experience
Work History
Director of Patient Engagement
Deep Centered Mental Health
09.2024 - Current
- Directed a high-performing contact center supporting patient engagement, intake, scheduling, and patient experience for multi-location behavioral health programs.
- Designed and executed omni-channel communication strategies (phone, email, SMS, chat, patient portal) to streamline access, improve responsiveness, and enhance patient satisfaction.
- Partnered with clinical, intake, and revenue cycle departments to optimize patient flow, reduce scheduling barriers, and increase access to care by 30%.
- Implemented data-driven performance dashboards to track KPIs including average speed of answer, first-call resolution, and patient experience scores (CSAT/NPS).
- Directed development and enforcement of standard operating procedures (SOPs) to ensure consistency, compliance with HIPAA, and excellence in patient communication.
- Collaborated with IT and vendor partners on contact center platform enhancements and CRM integrations to support scalability and omni-channel engagement.
- Served as a key contact for community and vendor partnership's, aligning patient engagement operations with organizational growth goals.
Member Engagement Manager
Healthmap
06.2019 - 09.2024
- Directed a high-performing team of supervisors and Member Engagement Specialists, ensuring excellence in outreach initiatives.
- Strengthened communication by providing coaching, real-time feedback, and thorough performance evaluations.
- Partnered with leadership to align engagement strategies with broader organizational goals effectively.
- Oversaw monitoring of calls and performance reviews, identifying training needs for team enhancement.
- Utilized CRM tools and analytics for tracking performance metrics and improving workflows.
- Streamlined operations in collaboration with quality assurance teams to optimize contact center efficiency.
Member Engagement Manager
Ontrak
06.2019 - 06.2022
- Managed and developed high-performing engagement specialists, enhancing performance through coaching and KPI management.
- Collaborated with clinical, operations, and marketing teams to align engagement strategies with organizational objectives.
- Utilized CRM and contact center analytics to identify trends and proactively address barriers to care.
- Oversaw escalation management, ensuring prompt resolution of complex member concerns while adhering to compliance standards.
- Tracked engagement metrics and campaign ROI in collaboration with data and reporting teams.
Clinical Intake Coordinator Lead
Humana
03.2011 - 06.2019
- Lead daily operations of the non-clinical intake team, ensuring timely and accurate processing of referrals, authorizations, and care coordination requests.
- Serve as the primary point of contact for escalated intake cases, troubleshooting barriers to care and facilitating resolution between members, providers, and internal departments.
- Review and validate intake documentation for completeness, accuracy, and compliance with Humana policies, CMS regulations, and HIPAA standards.
- Collaborate closely with clinical care managers, utilization management nurses, and provider relations to ensure seamless care transitions.
- Monitor call volume, service levels, and turnaround times; identify workflow gaps and recommend process improvements to leadership.
- Train, mentor, and support new and existing intake coordinators on systems, protocols, and best practices to drive performance consistency.
- Use Humana systems and CRM platforms to track referrals, maintain member records, and document interactions in real time.
Education
Master of Science - Mental Health and Wellness
Grand Canyon University
Phoenix, AZ12-2023
Bachelor of Science - Psychology
Mercer University
Macon, GA05-2022
Skills
- Strategic Leadership & Organizational Innovation
- Policy Development, Governance & Compliance
- Virtual & Multi-Site Contact Center Leadership
- Patient Engagement Strategy & Program Oversight
Timeline
Director of Patient Engagement
Deep Centered Mental Health
09.2024 - Current
Member Engagement Manager
Healthmap
06.2019 - 09.2024
Member Engagement Manager
Ontrak
06.2019 - 06.2022
Clinical Intake Coordinator Lead
Humana
03.2011 - 06.2019
Master of Science - Mental Health and Wellness
Grand Canyon University
Bachelor of Science - Psychology
Mercer University