At launch of Relyvrio™ supported over 5,000 patients and caregivers across the US throughout the treatmentjourney in a compassionate, compliant, and empathetic way by always putting the patient first. Managed patient assistance requests and worked with partners to process applications Supported each patient along their treatment journey by resolving any emerging treatment continuationbarriers. Partnered with back-end 3rd party vendor to ensure timely benefit investigations and provided reimbursementeducation and options. Counseled patient/family on reimbursement options available to them. Provided ongoing compassionate support and education to patients and caregivers.. Partnered with specialty pharmacies to ensure patient and/or provider understanding of product dispensing. Maintained case history for all assigned patients in SalesForce CRM system.  Professionally field incoming telephone calls while making a positive impression. Responded to patient and healthcare provider inquiries through approved call guides and SOPs. Ensured compliance to all procedures, policies, and adverse event reporting requirements.

 Provided ongoing support to the Training Team. Assisted in developing training materials. Worked on projects that enhanced and simplified the learning process for new employees.

 Provided face-to-face and telephonic care coordination and care management to patients with severe mentalillnesses who have high rates of behavioral health utilization and/or severe psycho-social vulnerability in thecommunity, homes and healthcare settings that patients access. Monitored and evaluated effectiveness of careplan and modified as needed. Verified patients’ health insurance information. Conducted comprehensive assessments with patients and performed clinical intervention through thedevelopment of a care management treatment plan specific to each member with high level acuity needs. Assessed, planned, implemented, monitored and evaluated options and services to meet complex behavioralhealth and psycho-social health needs of patients. Placed referrals to external behavioral health and/or substance use community-based resources to assistpatient in accessing quality and cost-effective care (i.e. - outpatient therapy, medication management, daytreatment, partial hospitalization, MAT treatment, etc.). Reviewed benefits options, researched community resources, trained/created behavioral routines that enabledpatients to become active participants in their own healthcare.

 Conducted orientation with all new members and their caregivers to fully explain the member handbook,provider directory, review the assessment and design an individualized plan of care for members. Coordinated services with providers and ensured requested services were provided in a timely manner. Recruited and conducted initial interview for caregiver role. Provided in-home training to new caregivers. Developed and maintained a positive working relationship with providers and other AFC departments (i.e. homehealth, accounting). Conducted required field visits on all members in a timely manner and updated care plans and annualassessments with the nurse.

 Assessed, evaluated, and conducted initial and ongoing case management for children and families. Developed, reviewed, updated and ensured implementation of strength-based service plans for each child incare or custody including risk assessment, safety plans and goals. Completed all documentation in accordance with agency and regulatory requirements. Attended home and foster care visits; transported children to health, social services or other agency-relatedappointments as required. Maintained ongoing communication with DCF staff and other constituencies, initiated court action whennecessary. Empowered families to make stable commitments to children by providing counseling and coordinating visitswith biological parents and/or guardians and other relatives.

 Monitored the safety and well-being of assigned clients. Advocated clients’ human, civil, and legal rights throughthe implementation of support services. Coordinated referrals to community services and other state agencies. Answered phone calls and provided support for clients. Kept regular contact with individuals, families, and providers. Documented clients visit, and observation asregulated by the agency. Maintained appropriate and timely documentation for individuals. Monitored the development and progress of support plans for assigned clients. Assisted in running parenting classes.