Colleen Duncan, Ma Atr Lpc Email & Phone Number

Portland, Oregon Area

Responsible for achievement of all Moda, Performance Guarantee Group, and CMS call center statistical goals.Set, communicate and provide oversight of short-term and long-term objectives for member and provider programs and the provision of resources to ensure goals are met.Maintain and promote flexibility in a rapidly changing environmentCoordinate and develop initial and ongoing training of staff.Development of programs and oversight to maintain Medicare, EOCCO and OHSU Health Compliance and Operations, serves on project teams and committees for all areas as appropriate.Identify and lead improvement endeavors both within departments and cross-functionally. Budget development, oversight and resource allocationRepresentation of Moda Health and OHSU Health Customer Service in internal and external meetings with CCO leaders and lines of business leaders

Portland, Oregon Area

Responsible for the operational and strategic planning and outcomes for the Member, Provider and Service Coordination departments.Implementation and design of the Behavioral Health Integration strategy and best practices.Developed and operationalized the Social Determinants of Health Program and resources to address health care barriers for members.Developed inter-departmental workflows, written reports and accountability metrics. Increased member satisfaction by 5%, increased call answer rates by 8% resulting in 80% of calls answered within 30 seconds. Designed system and workflow processes during Salesforce and Interactive Intelligence system implementation and integration.Lead consistent audits resulting in an 8% increase in completion rates in 2017 and achieved 100% score in the 2016 Health Risk Assessment audit. Developed flexible work schedules resulting in reduced annual overtime costs by 10%.Provided Project Management for 12 Quality Measurement Projects. Developed and executed strategies to meet and exceed CCO and HEDIS metrics.Partnered with Care Management and Population Health to develop workflows and processes for care management with a focus on meeting contractual requirements.Managed departmental budget.Recruited, supervised, coached, developed and trained staff of 65 resulting in a cohesive team with a passion for serving members and focusing on a “Plan of Choice” experience for members and providers.

Portland, Oregon Area

Managed mental health and physical health Wraparound Care Coordination (to fidelity) a caseload of 15-18 families with at risk youth aged 0-18. Facilitated Child and Family Wraparound team meetings in the community with a member voice and choice focus.Evaluated mental and physical health needs and developed individualized plans of care.Planned and coordinated specialized services, provided referral information and referrals for specialized services including UM concurrent reviews.Trained and developed peers to facilitate the use of appropriate services and resources to maintain the member in the least restrictive environment.Managed team members and provided back—up support and coverage for the Intensive Service Array reviewer and Crisis Stabilization Program Coordination.

Portland, Oregon

Responsible for intake and needs assessments of children and families in acute crisis, provide crisis interventions, stabilization and 24/7 follow-up and support. Developed safety plans and responded to crisis calls for support.Identification of symptoms and clinical diagnosis of disorders and completion of comprehensive assessments. Developed treatment and discharge plans to ensure adjustment or readjustment.Provided individual and family counseling therapy in the community.Engaged family, community resources and funders in wraparound process, facilitated or attended team, school, psychiatric, family meetings in order to co-ordinate treatment and sustainable positive outcomes.Identification of client skills training needs and directed skills trainers in implementation of training.Co-ordinated substance abuse interventions or referrals for treatment Provided case management and consultation with community partners, DOJ, specialists, doctors, schools, county wrap coordinators.Developed and presented in-service presentations at the agency or in community sectors to promote an understanding of the agency and information and training to colleagues within the agency.

Portland, Or

Provided psychosocial support for patients and families while working with a multidisciplinary teamUtilized clinical psychology in combination with the creative art process to provide short-term counseling, crisis-intervention and education for patients/families hospitalized for illness/injury.Conducted individual and group therapy sessions, patient evaluation and timely documentation of evaluation and progress.

Juvenile Detention - Residential Alcohol And Drug Program

Provided psychosocial (trauma informed) support for adjudicated, dually-diagnosed adolescent patients and families while working with a multidisciplinary team. Utilized clinical psychology in combination with the creative art process to provide short-term counseling, crisis-intervention and education for patients/families hospitalized for illness/injury.Conducted individual and group therapy sessions, patient evaluation and timely documentation of evaluation and progress.

Portland, Oregon

Provided art therapy counseling services to adolescents and families in crisis in the PICU and extended care units. Treatment for anxiety, depression, suicidal ideation, end of life and grief, coping with terminal illness, coping with permanent disability, coping with cystic fibrosis. Liaised with the child life team to facilitate the provision of a nurturing community for children and adolescents ages 4-18 in a hospital setting.

Portland, Oregon Area

Established Company goals and strategies. Reviewed budgets and ensured resources were properly allocated.Responsible for quality control oversight.Determined and reviewed individual goals bi-annually.Promoted a solutions focused, strengths based problem-solving approach company wide.Structured and implemented programs and policies in the areas of training, compensation structures, benefit packages, incentives and new-employee orientation.Brought worker's compensation program to full compliance.Developed job descriptions across all levelsIntroduced the first formal performance review program.

Cape Town Area, South Africa

Prior to my immigration to the USA I established the training department for both the Head Office and Factory staff of this organization. Conducted needs analysis, developed and presented training courses to all levels of staff from OHSA factory trainings to Effective Management and Supervisory trainings at Head Office.

Johannesburg Area, South Africa

Cape Town Area, South Africa

Master Of Art Therapy And Counseling, Art Therapy/Therapist, 3.97 Gpa

Bachelor Of Arts (B.A.), Psychology & Communication