Vicky Whitmore
Carter Lake,IA
Summary
Enthusiastic and professional individual skilled at achieving goals and delivering results. Creative and innovative thinker dedicated to developing effective client treatment plans and fostering a secure environment. Passionate about promoting substance and mental health recovery. Proven ability to build positive client relationships. Recognized for maintaining strict confidentiality, exercising discretion, and exhibiting sound judgment.
Overview
16
16
years of professional experience
Work History
Case Manager
Douglas County Adult Drug Court
02.2024 - Current
- Monitors compliance with Drug Court requirements, including, but not limited to drug testing, group attendance, and court protocols.
- Prepares and completes weekly progress reports for the District Court.
- Provides client orientation wherein clients are introduced to the Drug Court Program with an outline of rules and expectations, are enrolled in applicable classes and office sessions, and are provided with their first case plan.
- Acquire and demonstrate fundamental knowledge of the structure and function of working Drug court operation.
- Carry out job-related assignments as instructed by the drug Court Coordinator.
- Maintain client records by confidentiality requirements.
- Receive training in administering the LSCMI risk needs assessments.
- Perform group facilitation every week.
- Enter client data and progress reports in a timely and accurate fashion.
- Develop individualized case plans for clients that detail personal expectations and clinical goals.
- Meet with clients on an individual basis (frequency of office visits is determined by client phase or based on client need client needs more attention than a particular phase dictates) to determine client progress on case plan and adherence to Drug Court policies.
- Always maintain professionalism when communicating with clients, other members of the Drug Court team, representatives of other agencies, and members of the District Court.
- Perform other related duties, including the drug testing of clients, as assigned.
Business Development/Community Relations
Family Hospital Systems/RISE Program
08.2022 - 01.2024
- Facilitated relationships with target community groups and potential referral sources.
- Completed and performed assessments of new patients.
- Evaluated patients' mental and physical health addiction, or problematic behavior and assessed their readiness for treatment or therapy.
- Collaborated with internal teams to develop tailored solutions for patients, resulting in developing, recommending, and reviewing treatment plans with patients and their families.
- Maintained confidentiality of all patients and/or employee information to ensure patient and/or employee rights are protected
- Continually researched community outreach event opportunities, Treatment Services, and Individual Therapy Clinics to promote our facilities and services.
- Observed and documented patient behavior daily and communicated observations to the team.
- Worked with the Alumni group and held therapy groups and events
- Communicated the mission, ethics, and goals of the hospital, as well as the focus statement of the department
Customer Care Consultant
Mutual of Omaha
11.2017 - 08.2022
- Provided coaching and motivation to 30 + associates to assist in professional development and communication skills
- Follow-through on all critical inter-departmental escalations to increase customer retention rates
- Identified gaps in customer service processes and brought recommendations to leadership
- Administer all new employee orientations and ensure new hire training is completed and scheduled
- Created and developed the team's workload schedule; with continuous updates and maintaining
- Trained staff in operating procedures and company services
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
Reinstatement Underwriter
Mutual of Omaha
06.2012 - 11.2017
- Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions
- Conducted research securing additional data to make determinations
- Communicated with policy owners, applicants, brokers, and agencies concerning underwriting decisions and procedures related to reinstatement
- Reviewed legal and regulatory statutes to prevent fraud and money laundering
- Supported review and acceptance or denial of new or renewal business
- Reviewed legal and regulatory statutes to prevent fraud and money laundering
Administrative Assistant
R.K. Digital
07.2008 - 02.2010
- Maintained strong vendor connections at all stages, including arranging pricing and delivery structures and managing specific shipment or paperwork concerns
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality of service
- Calculated salaries, rate changes, retroactive adjustments, overtime, bonuses, vacation, termination, and garnishments
- Maintained all personnel records and led 15 to 25 employees
- Maintained scheduling for 100 to 125 clients and 25 inner-office personnel
- Prepared detailed documents and reports in adherence to administrative processes
- Answered multi-line phone systems, routed calls, delivered messages to staff, and greeted visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
Master of Science - Human Resources Strategic Management
Bellevue University
Bellevue, NE10.2020
Bachelor of Science - Business Analysis and Management
Bellevue University
Bellevue, NE05.2020
Skills
- Interventions
- Substance Use Treatment Services
- Behavioral Health Services
- Group Therapy-Substance Abuse Prevention
- Care Planning
- Patient Assessment
- Patient Outreach and Follow-Up
- Substance Use Disorder
- Addiction Recovery
- Critical Thinking Skills
- Patient Care
- Verbal and written communication
- Motivational interviewing
- Decision-Making
- Treatment Plans
Timeline
Case Manager
Douglas County Adult Drug Court
02.2024 - Current
Business Development/Community Relations
Family Hospital Systems/RISE Program
08.2022 - 01.2024
Customer Care Consultant
Mutual of Omaha
11.2017 - 08.2022
Reinstatement Underwriter
Mutual of Omaha
06.2012 - 11.2017
Administrative Assistant
R.K. Digital
07.2008 - 02.2010
Master of Science - Human Resources Strategic Management
Bellevue University
Bachelor of Science - Business Analysis and Management
Bellevue University
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