Vickie Luff
Springfield
Summary
Dynamic Clinical Quality Coordinator with a strong track record at Central Counties Health Centers, enhancing customer satisfaction through effective complaint resolution and quality improvements. Skilled in critical thinking and relationship building, I fostered a culture of continuous improvement, leading to streamlined processes and elevated patient care outcomes.
Overview
14
14
years of professional experience
Work History
Clinical Quality Coordinator
Central Counties Health Centers (CCHC)
05.2017 - 04.2025
- Collaborated with cross-functional teams to improve overall product performance and customer satisfaction rates.
- Managed customer complaints efficiently, resolving issues promptly while minimizing negative impact on business operations.
- Developed a culture of continuous improvement within the organization by encouraging team members to identify opportunities for enhancement and facilitating their efforts to implement those changes.
- Analyzed data trends to identify opportunities for process improvements, leading to a more efficient workflow and higher quality output.
Case Manager 11
Molina Healthcare
01.2015 - 04.2017
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
Acute Inpatient Rehabilitation Coordinator
Memorial Medical Center
04.2013 - 12.2015
- Executed and complied with policies regarding patient admission, care and records to maintain standards of excellence for patients and families.
- Evaluated and screened patients to determine needs and provide necessary support.
- Led interdisciplinary team meetings to review patient progress, discuss challenges, and strategize on best approaches for successful outcomes.
- Increased interdisciplinary collaboration, fostering effective communication among healthcare professionals for optimal patient care.
- Championed a culture of continuous improvement within the team through constructive feedback exchanges during regular performance evaluations.
- Enhanced patient satisfaction by providing compassionate care and personalized attention.
- Streamlined administrative processes by revising documentation templates and implementing electronic record-keeping systems for better efficiency.
- Liaised with patients, families and support departments to adequately plan for patient rehabilitation needs.
- Communicated with patients, ensuring that medical information was kept private.
Patient Care Facilitator
Memorial Medical Center
03.2011 - 03.2013
- Served as a liaison between patients, families, and healthcare providers to ensure seamless communication and continuity of care.
- Implemented evidence-based practices for consistent delivery of high-quality patient care services.
- Participated in continuous improvement projects aimed at enhancing the efficiency of healthcare processes.
- Improved patient outcomes with thorough assessment, documentation, and timely intervention of care plans.
Education
Health Administration
University of St. Francis
Joliet, ILBachelor of Science - Nursing
Southern Illinois University, Edwardsville
Edwardsville, ILAssociate of Science - General Studies
Springfield College
Springfield, ILDiploma in Nursing - Nursing
St. John's School of Nursing
Springfield, ILSkills
- Preventive actions
- Training and development
- Customer satisfaction
- Change control procedures
- Quality training
- Quality management system
- Critical thinking skills
- Quality tools
- Relationship building
- Policy and procedure implementation
- Documentation management
- Quality improvements implementation
- Strong work ethic
- Team collaboration
Timeline
Clinical Quality Coordinator
Central Counties Health Centers (CCHC)
05.2017 - 04.2025
Case Manager 11
Molina Healthcare
01.2015 - 04.2017
Acute Inpatient Rehabilitation Coordinator
Memorial Medical Center
04.2013 - 12.2015
Patient Care Facilitator
Memorial Medical Center
03.2011 - 03.2013
Health Administration
University of St. Francis
Bachelor of Science - Nursing
Southern Illinois University, Edwardsville
Associate of Science - General Studies
Springfield College
Diploma in Nursing - Nursing
St. John's School of Nursing
Certified CPR Instuctor through American Heart Association
BLS CPR instructor-active
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