Heather Schermerhorn
Hendersonville
Summary
Middle TN Regional Manager at Amerigroup with a proven track record in operations and staff management. Enhanced team performance through targeted training and development, achieving increased member satisfaction. Skilled in performance management and fostering a culture of continuous improvement, driving growth initiatives while maintaining compliance with regulatory standards.
Overview
7
7
years of professional experience
Work History
Middle TN Regional Manager
Amerigroup
09.2022 - 08.2023
- Managed team with 15 team members as well as their caseload
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with TN Care goals.
- Increased member satisfaction with timely resolution of escalated issues and proactive communication between the SC and member/caregiver.
- Increased employee retention by promoting a healthy work life balance, team lunches and team building activities.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Completed member audits, unannounced visits, and random member/caregiver meetings to ensure quality of care and proactively fix any member copmplaints.
ECF CLS Coordinator
Amerigroup
11.2021 - 08.2022
- Managed CLS timelines for successful completion, ensuring deadlines were adhered to.
- Gathered and organized materials to support CLS moves.
- Reached out to provider agencies regarding any openings they may have and attempted to pair members with available housing.
- Completed CLS home walkthroughs to ensure homes were safe and clean, medications were being administered correctly and that CLS homes and staff were up to date with TN Care guidelines
- Ensured PCSPs were up to date and being followed correctly.
- Assisted Support Coordinators with LOC changes and initial CLS authorizations.
ECF Support Coordinator
Amerigroup
11.2017 - 10.2021
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with members, caregivers and provider agencies.
- Collaborated with interdisciplinary teams to provide comprehensive support services for members, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with TN Care guidelines by diligently monitoring case documentation, completing them timely and maintaining accurate records for audit purposes.
- Fostered partnerships with local service providers to enhance resource networks available to members/caregivers in need of specialized assistance or referrals.
- Conducted thorough assessments to identify member/caregiver needs and develop appropriate support interventions.
- Enhanced team efficiency through facilitating regular meetings, sharing updates, and discussing strategies for improved service delivery.
- Served as an advocate for members within the community, working closely with external partners to facilitate access to resources and supports.
- Answered phone calls and responded to inquiries from members, caregivers, provider agencies and other external contacts.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Completed audits on files to ensure all required documentation was accessible and accurate
ECF Intake Manager
DIDD
08.2016 - 10.2017
- Led a team of intake coordinators, ensuring all tasks were completed accurately and on time to meet organizational goals.
- Established productive relationships with external partners such as healthcare providers, insurance companies, and community organizations to facilitate smooth client transitions into our services.
- Streamlined the intake process by implementing new protocols and procedures, resulting in increased efficiency and client satisfaction.
- Served as a subject matter expert within the organization on matters related to intake management, providing guidance and support to colleagues as needed.
- Coordinated seamless handoffs between teams involved in different stages of the service delivery process through clear communication and collaboration.
- Maintained compliance with regulatory guidelines, ensuring accurate documentation and reporting of information obtained during the intake process.
- Conducted regular internal audits to ensure adherence to established policies and procedures within the intake department.
Education
Master of Arts - Mental Health Counseling
Argosy University
Nashville, TN12-2012
Bachelor of Arts - Psychology
Chaminade University
Honolulu, HI02-2008
Skills
- Operations
- Staff training and development
- Staff management
- Goals and performance
- Performance management
Timeline
Middle TN Regional Manager
Amerigroup
09.2022 - 08.2023
ECF CLS Coordinator
Amerigroup
11.2021 - 08.2022
ECF Support Coordinator
Amerigroup
11.2017 - 10.2021
ECF Intake Manager
DIDD
08.2016 - 10.2017
Master of Arts - Mental Health Counseling
Argosy University
Bachelor of Arts - Psychology
Chaminade University
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