Change management champion, employee engagement champion and mentor
Resume:
Stephanie Lund LMFT, MA
*** ****** **. **** *****, MN. 55014
Email: ****************@*****.***
EDUCATION
Master of Arts in Counseling and Psychological Services 1996-1999
St. Mary’s University, Minneapolis, MN
Post Master’s in Marriage and Family Therapy 2002-2003
St. Mary’s University, Minneapolis, MN
Bachelor of Science in Psychology 1989-1993
University of Wisconsin Eau Claire, WI
Studied Abroad in England for 3 months Harlaxton College, Grantham England
SKILL SUMMARY
Ten years of experience in the health care industry. Seven years of management experience managing 10-20 staff including clinical leads.
Large scale project lead and SME for Change Management at two leading health care companies. SME on large projects including platform changes at least four times in eight years. View on Blue Champion lead for employee engagement including and leading employee, manager, director and Senior Vice presidential meetings. Request for proposal project SME for staffing clinical temporary help. SME for teleworker assessment and implementation project across the division. SME on the Blue Resiliency group to support staff with mental and physical health along with Human Resources, directors and managers.
Four years of risk management role as well two years as business continuity manager for division.
Lotus, Outlooks, Excel, PowerPoint, Taleo, SAP, MCS, Visio, Aerial applications.
ACCOMPLISHMENTS
Mentored and coached direct reports as well as well as employees from other teams within my division which resulted in seven promotions.
Lead the managers in my division in terms of the utilization team’s productivity for 2 years.
Increased Cost savings by eight times within one year of managing two teams at BlueCross BlueShield of Minnesota.
High productivity and cost savings resulted in being able to hire 3 FTE’s that were previously used for medical case management.
Prepared and presented for NCQA Accreditation auditors two times and passed in 2011 and 2015.
Yellow belt Six Sigma
Coordinated volunteer opportunities for staff including Second Harvest and Feed My Starving Children for employee involvement and engagement
PROFESSIONAL EXPERIENCE
Clinical Manager Behavioral Health Utilization Management
BlueCross BlueShield of Minnesota
Eagan, MN May 2011-present
Collaboration with provider partners to reduce administrative burden and provide excellent customer service.
Assure compliance and regulatory and accreditation requirements for NCQA and MDH are met.
Training and coaching for team of 18 staff and two clinical team leads. Assure consistency of procedures with the Medical side of the house as well by involving stakeholders and management.
Hired successful clinicians through networking, using internal database to develop a successful team.
Exceeded goals all five years of service as a manager for Utilization Management.
Clinical Manager Depression Disease Management Team 2009- 2011
Cigna Behavioral Health
Eden Prairie, MN
Consistently communicated base level expectations regarding performance, attendance, technologies to all coaches at all stages of individual coach development.
Created an atmosphere that recognizes the strengths and capabilities of direct reports through implementing growth opportunities that support team morale.
SME for Cigna coaching program and coached 10-`18 direct reports regarding recorded calls. Utilized Six Sigma techniques to develop best practices.
Achievements:
Increase audit percentage for team by 150% after auditing and giving staff feedback
Developed Somatization program with Medical Directors and management.
Private Practice-Grow and Heal Therapy
St. Paul, MN 2009 - 2011
Lead Clinician Outpatient Team
Cigna Behavioral Health
Eden Prairie, MN 2008 – 2009
Trained over 15 staff on the Outpatient team during a 6 month period of time. Support and develop skills for new hires and existing staff.
Manage escalated providers and members on a daily basis as well as coached staff how to use de-escalation techniques for escalated situations. Report to account executives outcomes and continued communication and collaboration.
Managed workflow and delegated tasks to staff to streamline and continue with accountability for quality reviews and collaboration with providers.
Liaison between the management and front line staff to accomplish team goals and directives.
Outpatient Care Manger
Cigna Behavioral Health
Eden Prairie, MN 2008-2009
Managed and reviewed Outpatient services for providers across the United States telephonically to determine medical necessity of services. Collaborate with Medical directors and Peer reviewer psychologists to determine clinical services.
Dedicated to high profile accounts involving key accounts related to retention and high level of customer service during medical rounds. Presented high risk cases to medical directors and clinical staffing metrics reports
Dedicated Autism team SME to collaborate and provider member service coaching and collaboration.
One Source Consultant Employee Assistance Program 2006-2007
Ceridian
Eagan, MN
Conducted assessments and recommended referrals for appropriate services for participants. Presented high risk cases to medical directors and clinical supervisors.
Consultation on various EAP and work/life issues to customers, employees and members of their families who are experiencing personal work related-problems.
Educated and offered resources for participants related to divorce, anxiety, depression parenting or eldercare issues.
Senior Social Worker
Hennepin County Children’s Crisis Team 2006-2007
Minneapolis, MN
On call crisis assessment and de-escalation with at risk children and families. Developed referrals and tracked clinical notes in electronic system for follow up and collaboration with Hennepin County Social Services.
Provided clinical summary for medical rounds and consultation regarding complex cases.
Marriage and Family Association Minnesota
References:
Louise Clyde R.N. Behavioral Health Director BlueCross BlueShield MN 763-***-****
******.*****@*****.***
Lisa Boysen Director Pharmacy, Affordability of Care and project managers BlueCross BlueShield MN 612-***-****
****.******@*********************.***
Angela DelFiacco LMFT Therapist private practice 612-***-****
***.*****@*****.***
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