Lisa Lackey Email and Phone Number

· Managed a team to ensure coaching, training, project planning, resolving issues around telephonic and community outreach initiatives and identifying resource allocations to achieve positive outcomes.· Ensured compliances with internal processes, procedures, and quality standards. Also, adherence to health plan contractual obligations as they apply to outreach and engagement.· Developed, deployed, and overseeing engagement strategies to meet and exceed quarterly goals both individually and as a team.· Cultivated positive relationships with strategic partners across multiple disciplines including health plans, clinical operations managers, providers, skilled nursing facilities, assisted living facilities and community organizations.

· Identify and cultivate relationships with the leadership/management of those organizations as a ‘United Healthcare relationship’. This will allow ongoing access to conduct presentations and informal sales events that generate leads and new membership.· Track and measures various sales event effectiveness and activities, leads and lead progress, appointments, contacts, and relationship progress daily through internal software system (Salesforce).· Facilitated educational sessions to increase support of Landmark Health services with community providers, home health agencies, facility discharge planners and health plan case managers.· Generated innovative outreach strategies designed to maximize patient awareness and enrollment in the Landmark Health program to avoid ER diversions.· Leveraged reporting dashboards to prioritize telephonic and field-based outreach to members and other healthcare community partners.· Trainer/Mentor for newly hired Community Health Advocates. Lead and trained all incoming new hires.

· Increased patient engagement through direct and telephonic member outreach in the community.· Identified innovative strategies to enroll patients into the Landmark Health program.· Provided critical thinking skills to create outreach strategies that are designed to maximize patient awareness and registration into the Landmark Health program.· Nominated and accepted for the Opportunity to Work and Lead (OWL) national academy peer and mentoring training program for newly hired employees.

· Engaged patients in the home and telephonically to build impactful relationships.· Provided critical thinking and excellent communication skills to help patients understand the value of the Landmark program and how best to use its services.· Conducted structured surveys with patients telephonically and in the home to collect clinical and psychosocial data.· Partnered with Landmark providers to drive improvement in patient outcomes and contribute valuable insights to weekly interdisciplinary team discussions. Administered Retinavue and Quantaflo exams to patients within their homes.

· Assessed members’ psychosocial concerns and the impact on their current medical status.· Developed collaborative care plan goals with the member, IDT members and/or their family/caregiver.· Connected member and/or their family/caregiver to appropriate community resources and supports.· Provided short-term interviewing (MI) and other psychotherapeutic techniques to elicit behavior change.· Promoted patient self-management strategies. Enhanced connectivity between patients and members of the interdisciplinary team.

· Conducted telephonic outreach to managed care members to assess psychosocial needs of health, environmental, mental, and nutrition to develop, communicate and implement a comprehension plan of care.· Provided guidance to members and their families toward and facilitate interaction of resources appropriate for their care and well-being. In response to assessments, coach and problem solve with member to identify and address specific goal(s) to support health and behavior change.· Provided coordination, implementation, and evaluation to promote quality member outcomes, to optimize member benefits and to promote effective use of resources.· Collaborated with other members of the Humana Cares interdisciplinary team and implement motivational interviewing to identify member’s willingness to change and to promote the geriatric population to optimal health.