Echo Hensley, MBA/MSN, RN

Experience

• 

  Our Lady of the Lake Regional Medical Center

  Jun 2005 - May 2007

  Float nurse on inpatient mental health unit working with multiple populations, including Adolescent, Chemical Dependency, Adult Acute, and Geriatric, to ensure positive outcomes in patient care. - Clinical management of up to 8 patients which includes completion of admissions/discharges; performance and documentation of patient assessments; medication administration; and oversight of Mental Health Techs- Trained in the use of Crisis Prevention techniques to ensure safe de-escalation of high risk situations Show less

  • Registered Nurse

    Apr 2006 - May 2007

  • Nurse Tech II

    Jun 2005 - Mar 2006
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  Medical Management Options (MMO)

  Jul 2006 - Oct 2009

  Assistant Program Director/Director of Nursing

  Adult/Geriatric Psychiatric Outpatient Day ProgramBegan as a staff RN and was promoted to Nursing Supervisor and then Assistant Program DirectorManagement of 4 MHT/Drivers, 3 LPNs, 4 Social Workers, and 2 Administrative Assistants- Created daily group schedule- Led daily staff meetings/employee education- Participated in monthly management meetings held by the Director of Outpatient Services in order to review goals for each facility; Discuss patient compliance with the program; Develop ways to increase census and patient compliance - Submitted bi-weekly payroll to Human Resources at the Corporate Office- Trained in the use of Crisis Prevention techniques to ensure safe de-escalation of high risk situations Show less

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  Eastern LA Mental Health Systems

  Nov 2009 - Apr 2010

  RN3

  Registered nurse on inpatient, adult male, mental health, admissions unit at a state facility, to ensure positive outcomes in patient care. - Clinical management of up to 12 patients which included completion of admissions/discharges; performance and documentation of patient assessments; medication administration; and oversight of Mental Health Techs- Trained in the use of Management of Aggressive Behavior to ensure safe de-escalation of high risk situations

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  Community Care Hospital

  Mar 2010 - Nov 2011

  Intake Coordinator/Assistant Director of Nursing

  32 bed, Adult/Geriatric Inpatient Psychiatric Hospital- Work with Community Liasion to review/admit patient's into the facility- Reduced complaints regarding intake process by 75%- Created a Referral Log to track all referrals- Participated on an Administrative Team for departmental Performance Review/Improvement- Assist in leading staff education- On-Call Administrative duties- Direct patient care: 30%- Trained in the use of Crisis Prevention techniques to ensure safe de-escalation of high risk situations Show less

• 

  Humana

  Nov 2011 - now

  Lead a team of 7 Process Experts and 1 Learning Facilitator for the oversight of process/procedure creation and maintenance for Clinical Operations Utilization Management as well as Analyze cross-functional business processes end-to-end, make recommendations to optimize, and take ownership for implementation.- Collaborated with KY MCD for process training/clarification and gap analysisImplementation of determination at the clinician level for waivers/exceptions to reduce the amount of routes going to the medical directors- Creation and implementation of behavioral health questionnaires that led to the decrease of unnecessary calls going to clinicians- Re-mapping of the behavioral health process flows and procedures which led to the close out of a timeliness Corrective Action Plan- Completed interim process creation and updates as well as real-time communication of changes during the COVID-19 crisis Show less Analyze cross-functional business reports and processes to monitor for trends, make recommendations to optimize, and take ownership of necessary implementations. - Completed void analysis and decreased the number of duplicate authorizations for a total savings of $37,097- Assisted in the creation of a web triage team for Medicare which led to a reduction of seven clinical associates.- Collaborated with Clinical Technology Capabilities to reduce the number of authorizations coming across with Default Provider data by 50%- Created a CORD dashboard, allowing leaders to effectively monitor for quality gaps- Implementation of automation tool (allowing users to log into multiple applications with fewer clicks) for Clinical Intake, achieving $159k savings in administrative costs- Mentored and developed direct report to pursue and receive a promotion to a Professional 2 role under the Payment Integrity Team- Recommended a direct report for the Clinical Educational Program for which she was selected to facilitate educational sessions for clinicians across Humana Show less Analyze data to monitor for trends in quality, make recommendations for improvement, and participate in necessary optimization as well as maintain oversight of process/procedure creation and maintenance for Clinical Intake. - Created a forum (monthly meeting) where leaders had the opportunity to bring concerns and ask questions regarding process enhancements and process complexity which equipped leaders with information needed to educate front line associates.- Developed a quality reporting dashboard to showcase KPIs and areas of opportunity to operational leaders.- Collaborated on the implementation of CRM, including the creation of necessary training tools for leaders and associates- Took over management of the Manager on Duty (MODs) to align work done with Service levels under Performance Management (8/2015-11/2015)- Took over management of quality, including 9 analysts (11/2015-11/2016)- Transitioned quality audit templates from Access to Alliance, moving from email routing of audit results to systematic routing Show less Process Manager for New Orleans region Clinical Intake team, managing 7 direct reports with a total of 110 employees to ensure compliance with state and federal regulations as well as delivery of key performance metrics. - Implemented Home Health Authorization review, establishing a new team that included 1 leader, 13 clinical advisors, and 3 specialists- Created a team to manage the new ACA on and off exchange product implementation within HumanaOne- Hired 5 Front line Leaders strategically based on different personalities/strengths- Maintained all requirements for Process Discipline to ensure compliance with Customer/Stakeholder Expectations, Metrics Management, Risk Management, Human Capital, and Process Management Show less

  • Associate Director, Inbound Contacts

    Dec 2023 - now

  • Senior Technology Implementation Professional

    Jun 2022 - Dec 2023

  • Manager, Policy Adminstration

    Nov 2018 - Jun 2022

  • Performance Management Consultant

    Jul 2016 - Nov 2018

  • Performance Management Analyst

    May 2014 - Jul 2016

  • Intake Process Manager

    Nov 2011 - May 2014
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  Our Lady of the Lake Regional Medical Center

  Jun 2018 - Aug 2019

  RN- Neurology

  Floor nurse on the Neurology unit to ensure positive outcomes in patient care. - Clinical management of up to 6 patients which included completion of admissions/discharges; performance and documentation of patient assessments including use of the NIHSS scale; medication administration; and oversight of Certified Nursing Assistants- Received multiple commendations from patients and family members related to high quality of care and positive bedside manner