Jane Lewis-Clark Email & Phone Number

365 Montauk Ave New London, Ct 06320

Functions as a member of the health care team and is responsible and accountable for ensuring appropriate transition of care from initial point of contact through discharge. Responsible to proactively plan and develop solutions to unique and complex discharge processes in collaboration with the Care Management staff and health care team. Interaction with external vendors, insurance companies, all members of the health care team, and the patient/responsible party are primary to the functioning of this position.

365 Montauk Ave New London, Ct 06320

Performed all administrative and clerical functions supporting department manager, case management and social work staff, calendar maintenance. Prepared invoices for accounts payable. New Hire coordination. Presentation creations and department functions coordination.

Norwich, Ct

Utilized soft skills, medical terminology, insurance and computer knowledge to secure patient demographics in a frequently chaotic environment; ensuring accurate demographics/billing information capture.

Wah- Ct Connected With Hartford Office

Managed and influenced health care quality projects and initiatives through design, development, and implementation. • Led multi-departmental project team to support senior stakeholders initiative to focus on provider enablement. Brought evidenced based treatment approaches to contracted providers by offering Aetna Behavioral Health Univ. continuing education unit’s via Aetna provider education website.• Annually exceeded 30 day performance guarantee for resolving member complaints received via member satisfaction surveys; resulting in estimated annual cost savings $20K and customer retention. • Collaborated to automate quarterly reports of member complaints saving time and average $3K annually.• Conducted ad hoc reviews of frontline calls\documentation for Policy & Procedure adherence, identified kudos and coaching opportunities, resulting in uniformed call handling.

Wah- Ct Connected With Hartford Office

Provided direction and considered subject matter expert in initiatives including development of policies and procedures; auditing processes and performance improvement activities. Liaison to business for functional and technical support of historical documentation systems as they related to business application of software, keeping eye toward customer reporting and nuances; resulting in frequent positive feedback to IT. • Led project team of 52 individuals representing 12 operational areas to find 80% same process solution for teams to cross-serve customers’ status post company acquisition. • Evaluated corporate functional business requirements, business processes, and legacy system functionality. Convened\lead 13 individual work groups; developed unified business processes\workflows.• Project lead in development of an up to date department wide, user friendly, front-line resource; resulting in faster more accurate first time call resolution. Designed\maintained nationwide tool, which was a combined resource for front-line call handling and customer support. • Collaborated with reporting staff to automate numerous processes, achieving savings of hundreds of man hours and thousands of dollars annually.

Work At Home - Connected To Hartford Ct

Created and managed training for newly formed Aetna EAP Division. Consulted with clients to determine their training needs. Developed standard and customized training offerings according to gap analysis, client and product specifications. Recruited and developed national training network designed to deliver services to Customers across the country. Delivered select training programs. Provided global leadership to both internal and customer facing training areas; monitoring and mentoring technical and behavioral competencies for development purposes, assuring single product messaging and high caliber training professionals.• Developed \delivered New Hire curriculum: Designed new hire (system, product and policy) electronic training user guides\ post tests, accelerating the new user trainer process. o Resulting in 200+ staff being uniformly trained and ready to meet call handling demands.• Created Nationwide Educator Network: Negotiated and executed over 250 subcontractor contracts, allowing local educators to be used negating having to encounter air travel costs.• Managed\coordinated customer training requests which saw a 4381% increase from 2004 to 2010, saving $5k annually and contributing to customer retention.

East Windsor, Ct

Managed the daily operations, workflow and supervision of training sessions offered to Community Health Resources Service Division’s staffs. Supported development and delivery of departmental training. Prepared staffs and materials at Service Divisions for outside accreditation visits. • Lead organization through successful re-accreditation; Commission on Accreditation of Rehabilitation Facilities (CARF) process.• Engineered review tactics that contributed to successful national body re-accreditation Joint Commission on Accreditation of Healthcare Organizations (JCAHO); securing continued revenues.• Designed and delivered system wide HIPPA training satisfying federal compliance.• Integral part of selection\design and implementation team for new system wide Electronic Medical record system, enhancing overall service delivery to clients and standards adherence.

Bs, Business Administration

As, General Engineering (Computer Programming)