Tracy Hickman

About Tracy Hickman

With 25 years in the healthcare industry, I aim to improve processes through quantifiable measurements. I am Black Belt certified in Lean Six Sigma. Projects successes have included decreasing housing placement time by 62 percent, implementing independent reviewers through an RFP selection, implementing a team approach to improve seven day follow up after discharge from inpatient facilities and creating a cross-departmental team to address the inefficiencies in our state funded residential team. I oversaw the provider line expansion within the call center, have provided technical assistance to providers during terminations and mergers. I attend cross department meetings with Care Coordination, Utilization Management, Network, Transitions to Community Living and Medical. I am PMP certified in Project Management and have participated in Prosci Change management. I led projects related to Medicaid Transformation: Categories of Aid and Medicaid Managed Care transition to Standard Plan. I created the transition of care policy, created standard operating procedures throughout the organization, and reviewed policy and procedures. I worked to increase first call resolution and decrease repeat calls for the Medicare population by creating \"how-to\" videos on ancillary services. I also led a project on streamlining the Omni Platform CRM and workbasket consolidation. I have participated in contracting for level of care providers and for our work with an independent review organization. I have participated in the State Funded, NCQA and EQR audits, both in preparation as well as interviewing. I previously served on the Clinical Advisory Committee (CAC) and the Quality Critical Incident Review Committee (QCIRC). These teams allowed me to work on protocols for the organization related to death notices, outpatient commitment process and implementation of LGBTQ+ clinical guidelines. I was previously an original member of the LGBTQ+ collaborative and assisted with ensuring the collaborative moved from LME-MCO led to provider driven. The Provider Maturity Model team allowed me to be part of a team for clinical quality. Within this team, we implemented quality standards/reviews for three clinical practice guidelines (CPG). I encourage critical thinking, innovative ideas and expect improvements in efficiency. Not only do I have a strong work ethic, but I adapt well to change and work well under pressure.

Experience

1. Director of Epmo

   Lucet

   Feb 2025 — Present

   Oversees all enterprise-wide project initiatives

Education

• North Carolina State University

  BA, Psychology

  1990 — 1994

• East Carolina University

  MS, Rehabilitation and Substance Abuse Counseling

  1994 — 1996