Ashley Lenker-Shiflett
Staunton
Summary
Driven leader with passion for fostering collaborative environments, adept at managing complex case scenarios with empathy and patience. Skilled in persuasive communication and conflict resolution, consistently ensuring patient, family, and staff needs are met with high degree of satisfaction. Thrives in dynamic settings, leveraging deep understanding of case management principles to guide teams toward successful outcomes. Demonstrates commitment to building strong relationships, continuously enhancing service delivery through cooperative strategies and innovative solutions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Director of Case Management
ENCOMPASS HEALTH
03.2026 - Current
- Supports and engages in ongoing education and professional development of staff by developing educational content, training, coaching case management staff within the region.
- Assists DCMs within the region with new process development and implementation.
- Coordinates/communicates effectively with administration, medical staff, and interdisciplinary teams.
- Analyzes data from multiple systems and uses analyses to drive decisions and process improvement activities.
- Ensures compliance with CMS regulations and Conditions of Participation applicable to case management and discharge planning.
- Builds and maintains relationships with internal and external stakeholders and community resource partners.
- Acts as a subject matter resource for case managers and other team members.
- Coordinates with other department managers to improve quality of care delivery and adherence to standardized interdisciplinary processes.
- Assists RDCM as required
- Fulfills all duties as listed below in Director of Case Management position
Director of Case Management
ENCOMPASS HEALTH
07.2022 - 03.2026
- Serves as CPR/Patient Experience Trainer for the hospital
- Serves as Preceptor to newly hired DCMs to support their orientation, development, and success in their role
- Facilitated development of walking team conference in hospital and is carrying out implementation of walking team at 20 other hospitals
- Improved metrics for discharges to community and SNF and sustained improvement through education, training, support to other depts in hospital, and facilitation of relationships with community partners
- Identifies gaps in service delivery models and proposed solutions to improve efficiency, oversees PDCA for Healthcare Disparity.
- Collaborates with other departments to coordinate resources for patients with complex needs.
- Facilitates communication between clinical staff, patients, and families regarding complex cases.
- Evaluates current processes and identified opportunities for process improvement.
- Provided guidance and mentorship to team members on best practices in caseload management and care delivery.
- Reviews records regularly for accuracy and completeness of documentation requirements.
- Monitors performance metrics of case managers and case management department in accordance to KPIs
- Manages the development and implementation of effective strategies to improve patient outcomes.
- Oversees interdisciplinary care plans and discharge planning to ensure effective service delivery and patient outcomes.
- Acts as a patient and family advocate, ensuring that services meet the needs of patients and their families.
- Provides guidance and support to Case Managers and other staff, including training on managing caseloads and interpreting regulations.
- Builds relationships with insurance companies, case management firms, and healthcare networks.
- Ensures high-quality patient care and efficient operations within the Case Management department.
CASE MANAGER
ENCOMPASS HEALTH
12.2011 - 07.2022
- Work collaboratively with interdisciplinary team to establish plans of care based on individual patient needs.
- Review and analyze case management reports to provide guidance on length of stay and financial aspects of patient care and reimbursement.
- Make appropriate and timely referrals to post discharge care providers and community physicians.
- Assess cases for instances of abuse and neglect and take appropriate action.
- Collaborate with healthcare team to improve care quality, reduce costs, improve length of stay efficiency, and gauge patient progress.
- Initiate patient and family education and discharge planning at admission.
- Serve as a leader for case management department in absences of case manager director.
- Actively identifies impediments to discharge planning and communicates readily with patient, family, and treatment team to decrease and eliminate impediments.
- Obtained and maintain Certified Case Manager certification.
- Maintain Licensed Clinical Social Worker certification.
- Serve as clinical instructor for bachelor's level social worker during field placement.
MENTAL HEALTH THERAPIST
CARILION ROANOKE MEMORIAL HOSPITAL CHILD AND ADOLESCENT PSYCHIATRIC UNIT
07.2007 - 12.2011
- Was chosen as a leader in the development and implementation of a multidisciplinary team on inpatient psychiatric unit to provide mental health and crisis intervention services to children and adolescents.
- Developed and facilitated parenting seminars.
- Served as a member of the Child and Adolescent Psychiatry Team for training of physician residents and fellows, prepared and facilitated lectures for physician residents and fellows.
- Participated in weekly multi-disciplinary psychiatric evaluations for the Family Assessment of Planning Team (FAPT) for local Department of Social Services.
- Supervised physician fellows in family therapy and navigating systems of care.
- Provided in-services and community trainings for continuing education.
- Documented observations, interventions and concerns in patient charts and electronic systems, sustaining continuum of care from admission through to discharge.
- Created patient treatment plans based on assessments and goals.
- Educated patients, families and caregivers on diagnosis, treatment and disease management, equipping them with tools to achieve and maintain optimal psychiatric and mental health.
- Conducted therapeutic individual, group, and family therapy sessions.
- Referred clients to external resources for additional support.
- Responded to crisis situations when severe mental health and behavioral issues arose.
MENTAL HEALTH THERAPIST
BLUE RIDGE BEHAVIORAL HEALTHCARE, DAY TREATMENT
05.2007 - 09.2008
- Coordinated services with clinicians and case managers.
- Facilitated individual and family therapy sessions.
- Collaborated with multidisciplinary team to determine effective treatment plans and revised treatment plans in consultation with clinical psychiatrist based on patient progress.
- Facilitated and obtained appropriate authorizations for care through patient insurance companies.
- Utilized emerging Cognitive Behavioral Therapy, Play Therapy and Narrative Therapy as treatment approaches.
- Tracked incoming patient information, intervention plans and patient responses to treatment.
- Evaluated progress against goals for all patients.
- Responded to emergency situations and provided crisis support.
- Maintained progress notes and documentation for patient health records.
- Performed comprehensive assessments for each patient.
EDUCATIONAL SUPPORT SPECIALIST
REGION TEN COMMUNITY SERVICES BOARD, CHILDREN'S DAY TREATMENT
08.2005 - 06.2007
- Completed intake assessments.
- Developed and implemented individual treatment plans.
- Utilized theoretical framework in individual treatment.
- Provided behavioral/emotional support to identified clients.
- Provided parent/teacher education on behavior, medication management, and DSM mental health diagnoses.
- Facilitated individual and group therapy sessions.
- Provided treatment within Medicaid regulations and requirements.
- Maintained full caseload with highest unit productivity of ESS staff during summer program.
Education
Masters of Healthcare Administration - Healthcare Admin, Anticipating Graduation in 2027
Louisiana State University At Shreeveport
Shreeveport, LAMaster's of Social Work - Advanced Standing Graduate Program
Virginia Commonwealth University
VA05-2005
Bachelor's of Social Work - undefined
James Madison University
VA05-2004
Skills
- Interdisciplinary collaboration
- Advocacy in care planning
- Operational efficiency
- Patient satisfaction
- Utilization management and financial analysis
- Program development and implementation
- Collaborative Leadership
- Emotional intelligence
- Performance metrics oversight
- Transitions of care
Certification
- Certified Case Manager, 2014
- Licensed Clinical Social Worker, 2007
Accomplishments
- 2023 Coach of the Year VCA Youth Basketball
- 2022 Augusta County Schools Whole Village Award
- 2019 Encompass Health Employee of the Quarter
- 2010 Hand in Hand for Health Award
Timeline
Senior Director of Case Management
ENCOMPASS HEALTH
03.2026 - Current
Director of Case Management
ENCOMPASS HEALTH
07.2022 - 03.2026
CASE MANAGER
ENCOMPASS HEALTH
12.2011 - 07.2022
MENTAL HEALTH THERAPIST
CARILION ROANOKE MEMORIAL HOSPITAL CHILD AND ADOLESCENT PSYCHIATRIC UNIT
07.2007 - 12.2011
MENTAL HEALTH THERAPIST
BLUE RIDGE BEHAVIORAL HEALTHCARE, DAY TREATMENT
05.2007 - 09.2008
EDUCATIONAL SUPPORT SPECIALIST
REGION TEN COMMUNITY SERVICES BOARD, CHILDREN'S DAY TREATMENT
08.2005 - 06.2007
Master's of Social Work - Advanced Standing Graduate Program
Virginia Commonwealth University
Bachelor's of Social Work - undefined
James Madison University
Masters of Healthcare Administration - Healthcare Admin, Anticipating Graduation in 2027
Louisiana State University At Shreeveport