Practice Manager & Community Health Leader

CARMEN PAGAN

Springfield, MA 413-***-**** *********@*****.***

OBJECTIVE

Experienced and results-driven Practice Manager with a proven track record of effective team leadership, operational excellence, and community engagement. Bringing over a decade of experience in managing healthcare or community-based practices, with a strong focus on improving patient outcomes, streamlining practice operations, and building lasting partnerships within diverse communities. Passionate about creating inclusive, accessible environments and leveraging community relationships to drive growth, patient satisfaction, and organizational success.

EDUCATION

Baypath College

Business Administration Longmeadow, MA

CERTIFICATIONS

Holyoke Community College

Certified Community Health Worker Holyoke, MA

February 2021 – Present

CCAR

Certified Recovery Coach Hartford, CT

June 2020 – Present

WORK & LEADERSHIP EXPERIENCE

Trinity Health of New England

Practice Manager/Program Manager Springfield, MA

March 2023 – Present

Oversee a staff of 30 employees including Community Health Workers in various locations

Oversee day-to-day administrative and clinical operations

Ensure efficient patient flow, scheduling, and use of resources

Maintain compliance with healthcare regulations and safety hazards

Build partnerships with local organizations, stakeholders, and community members

Analyze metrics and reports for and implement strategies for optimal practices and results

Revitalize Community Development Corporation

Program Manager – Healthy Homes Program Springfield, MA

May 2019 – February 2023

Monitored referrals and tracked the status of program activities, ensuring that objectives are met

Verified all information for accuracy and completion for proper documentation and paperwork

Scheduled all deliveries for asthma supplies for patients to retrieve

Managed the assessment and remediation of housing-related health and safety hazards

Neighborworks of Central Massachusetts

First Time Homebuyer Program Coordinator Worcester, MA

February 2019 – May 2019

Provided counseling and promoted education to clients on purchasing a home

Processed credit analysis for clients to forecast options and standings

Worked closely with Realtors, Loan Officers, Lenders, Inspectors and other Stakeholders

Ensure compliance with regulatory and company policies, procedures

Home Modification Home Program Springfield, MA Program Manager (Wayfinders HAP Housing) June 2016 – February 2019

Run the Home Modification Loan Program a state funded lending program that provides loans to homeowners and small landlords to fund necessary changes needed to keep their disabled families and or elderly parents in their homes safely

Assist clients through application processes

Work closely with the local registry of deeds to verify ownership

Work closely with doctors, nurses and case managers for use of professional forms • Work with contractors

Produce quarterly reports on existing projects

Re-Housing Stabilization Unit Springfield, MA Housing Case Manager (Wayfinders HAP Housing) January 2015 – June 2016

Work with families in the motels that have been homeless and placed at the motel

Conduct assessments with families in need of guidance and support

Assist the families in housing search, financial education and referrals for additional services such as workforce development

Assist families in sustaining housing upon placement and educating them on life skills as to become self-sufficient

Work collaboratively within the interdisciplinary team to help the families sustain their homes

Commonwealth Care Alliance Holyoke, MA Community Health Worker January 2014 – January 2015

Conveyed the purpose of the program to the member/care givers and coaches the member in effective management of their chronic health conditions and self-care based on the assessment and plan of care determined by members of the interdisciplinary team

Supported and educated patients in medication management and adherence, exercise, nutrition, health care system navigation, substance use and other health behaviors

Provided support and notified clinical team and program manager regarding changes in: behavior, nutrition, exercise, substance use, medication compliance, and other issues as related to the established care plans

Provided education to members in a group setting regarding chronic disease self-management to prevent and manage health conditions and that encourage healthy behaviors and support members in developing healthier habits

Documented activities, service plans, and results in an effective manner while strictly adhering to the policies and procedures in place

Carr Properties Inc. Springfield, MA Resident Service Coordinator June 2013 – January 2014

Provided general assistance and advocacy related to supportive and social services to all residents; provide up-to-date information and clarification regarding programs such as Medicare, Medicaid, entitlements, and formal supportive and social services

Developed and maintained linkages with community resources such as the Area Agency on Aging to remain current regarding information and services available to address resident needs

Documented contact with residents, providers, and families. Keep resident files current

Promoted a positive social climate that fosters residents' psychosocial well-being by developing, implementing, and monitoring educational, recreational, and therapeutic programs for resident participation

Baystate Health Systems Springfield, MA Financial Counselor February 1998 – June 2013

Responsible for educating uninsured patients on coverage options, including HealthNet, MassHealth, Farm Workers Grant program, Women's Health Program, NEON and Free Care

Assisted patients with income verification paperwork and payer applications

Collaborated with managers to capture patients with frequent address changes and/or identity documentation issues

Trained practice staff and financial counselor peers on obtaining and documenting PCC numbers and referrals, understanding FSC rules, entering insurance sequence and termination data in IDX and SMS, linking referrals to IDX appointments, etc

Conducted monthly in-service training for practice staff on insurance and billing system updates.

Collaborated with physicians and nursing staff to obtain clinical documentation for payer review

Drafted physician correspondence to justify covering inpatient services, non-formulary medications and medical supplies

Maintained practice-specific provider enrollment data by payer

SKILLS & INTERESTS

Skills: Problem Solving Critical Thinking Project Management Communication Time Management

Contact this candidate