Brijette Hilligardt
St. Charles,MO
Summary
Experienced behavioral health professional bringing 17 years of applying exceptional customer service, strong leadership, and communication skills to address diverse needs. Versatile, detail-oriented, organized, and highly resourceful with strong decision-making and problem solving abilities.
Overview
20
20
years of professional experience
Work History
Personal Advocate
Evernorth Behavioral Health
06.2020 - Current
- Assist clients in identifying community resources and connecting with appropriate services.
- Represent Evernorth Behavioral Health to all inbound callers and assist members with referrals, educate on benefits, and offer non-clinical resources.
- Conduct intake to assess for risk of harm or substance use concerns and connecting member as needed with Case Manager or Clinical Navigation and Support.
- Support other teams as back-up in various queues.
- Educate team on Personal Advocate Communications as needed.
- Thoroughly reviewed topics such as Quality Review and Standard Operating Procedures with team while offering support and providing resources as well as tips to improve understanding and increase metrics.
- Met After Call Work, Adherence, Telephonic Employee Assistance Consultant referrals, and Quality goals for three months in a row to earn Gold for Operations Performance Management Program.
- Engage with team members daily in our team chat and belong to the Spirit Team to increase interaction and involvement with team building activities.
- Meet with team members to review Incomplete Authorizations or other areas they are struggling with and provide 1:1 assistance as needed.
- Familiar with Performance Management Dashboard, regularly meeting goals and receiving positive feedback on member surveys.
Mental Health Technician
CenterPointe Hospital
11.2006 - 05.2020
- Developed and implemented Adult psychotherapy group curriculum for in-patient psychiatric program consisting of over 500 groups and staff guides
- Lead monthly classes to educate new employees how to effectively lead groups and manage various behavioral levels
- Facilitated psychotherapy groups
- Managed a therapeutic milieu
- Implemented non-violent crisis intervention, empathic listening, and therapeutic communication
- Utilized narrative charting documentation within the scope of master treatment plans
- HIPAA compliant and trained on requirements
- Engaged consistently and effectively in therapeutic 1:1 rapport with clients of all age groups and range of acuity suffering from psychiatric disorders and chemical dependency
- Mentor for nursing personnel assigned to unit which required leadership skills, problem solving, building strong rapport with co-workers, and creating an adaptive and cohesive culture at the hospital
- Completed Healthcare Preceptor Academy and precept new employees on a routine basis providing training, supervision, encouragement, and support
- Performed secretary duties and transcribing Doctor's orders
- VOYCE Exceptional Caregiver Award Nominee in 2019 for extraordinary efforts as a caregiver to those receiving long term care
- Awarded On Pointe Customer Service Initiative for initiating hospital safety/emergency protocol
- Participated in numerous committees to develop goals, objectives, strategies, failure mode and effects analysis, seclusion/restraint reduction, and contraband/safety policies and procedures
- CPR certified by American Heart Association
- Handle with Care certified which offers highly specialized training that teaches safe and powerful verbal and physical intervention methods
Regional TMS Coordinator
TMS Institute Of America
08.2018 - 02.2019
- Responsible for overseeing, planning, organizing, and managing of two TMS (Transcranial Magnetic Stimulation) clinics
- Organized production of work within each TMS clinic, provided direction to employees, and provided quarterly employee feedback
- Assisted employees with establishing quarterly and annual goals that fostered learning, opportunity, and ensured employee satisfaction
- Assisted with hiring, orientation, and termination of employees
- TMS therapy certified through Neurostar University TMS clinical training program for Neurostar advanced therapy
- Performed TMS therapy treatments on a weekly basis
- Responsible for ensuring that each employee was properly trained and that each clinic was operating at high levels of client satisfaction with excellence in service and client outcomes
- Ensured that all company protocols and procedures were followed
- Interacted weekly with physicians regarding client care and coordinated their schedules with clients
- Conducted monthly staff meetings within each clinic
- Ensured all staff maintained BLS certification, annual HIPAA compliance, and employee records were kept up to date
- Implemented policies, procedures, and protocols that streamlined processes and improved client outcomes
- Ensured effective staffing and performed scheduling duties for each clinic
- Assisted with payroll for clinic staff and physicians
- Managed over 50 client or physician calls daily
- Performed consultations with future clients
- Obtained prior authorizations for treatment and scheduled upcoming client appointments
- Tracked client progress throughout their treatments to monitor for improvement, and maintained contact with client after final treatments to assess effectiveness of treatment
Nonviolent Crisis Intervention Certified Instructor
CenterPointe Hospital
08.2010 - 08.2018
- Certified by Crisis Prevention Institute at Associate Level and instructed over 500 hours to help create a safe and respectful work environment
- Instructed employees yearly using proven strategies for defusing anxious, hostile, or violent behavior at the earliest possible stage, while protecting therapeutic relationships with those in their care
- Assisted staff with strengthening their verbal de-escalation skills
- Guided staff through hands on approaches when dealing with disruptive and assaultive behaviors in ways that are compatible with staff's duty to provide best possible care, welfare, safety, and security for all
Nursing Operations- Payroll and Staffing
CenterPointe Hospital
06.2017 - 04.2018
- Maintained payroll information by calculating, collecting and entering data
- Accurately calculated bonuses, salary increases, and overtime while creating reports that depicted those expenses
- Performed complex general accounting functions, including preparation of journal entries and account analysis
- Prepared payroll for over 300 employees
- Handled under staffing and disgruntled employees
- Organized employees schedules in a creative and cost-effective manner
- Led informative meetings with new employees describing staffing and payroll requirements
Billing Assistant
Distribution Transportation Services
08.2003 - 11.2006
- Prepared and distributed payroll for over 50 employees
- Processed accounts receivable and accounts payable
- Prepared invoices for over 100 billing customers
- Provided extensive clerical support to department staff
- Collected and arranged information and entered details into computer databases
Education
Bachelor of Science - Criminal Justice
University of Missouri - St Louis
St Louis, MO2006
Associate of Science - Sociology
University of Missouri - St Louis
St Louis, MO2006
Skills
- Customer service
- Self-motivated
- Data entry
- Multi-tasking
- Conflict resolution
- Client focused
- Therapeutic communication
- Process improvement
- Time management
- Team leadership
- Recordkeeping strengths
- Account management
Timeline
Personal Advocate
Evernorth Behavioral Health
06.2020 - Current
Regional TMS Coordinator
TMS Institute Of America
08.2018 - 02.2019
Nursing Operations- Payroll and Staffing
CenterPointe Hospital
06.2017 - 04.2018
Nonviolent Crisis Intervention Certified Instructor
CenterPointe Hospital
08.2010 - 08.2018
Mental Health Technician
CenterPointe Hospital
11.2006 - 05.2020
Billing Assistant
Distribution Transportation Services
08.2003 - 11.2006
Bachelor of Science - Criminal Justice
University of Missouri - St Louis
Associate of Science - Sociology
University of Missouri - St Louis
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