Summary
Overview
Work History
Education
Skills
2025 Women of Influence Award
Languages
Timeline
Generic

Diana Escalante

York,PA

Summary

Results-driven executive with 15+ years of experience leading operations, client services, and cross-functional teams in healthcare and service-oriented industries. Proven exercise in streamlining processes, optimizing workflows, and enhancing client satisfaction to drive organizational growth. Adept at developing strategic initiatives, managing budgets, and implementing scalable solutions that align with business objectives. Known for fostering collaborative cultures, mentoring high-performing teams, and maintaining long term client relationships.

Overview

17
17
years of professional experience

Work History

Director of Operations and Client Services

Color and Culture
06.2024 - Current
  • Oversee daily operations across 11 departments to ensure seamless functionality.
  • Monitor and analyze key performance indicators (KPIs) to evaluate operational success.
  • Deliver exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
  • Streamline workflows and processes to enhance productivity and reduce waste for 11 departments.
  • Lead, mentor, and develop cross-functional team of 45 employees fostering collaboration and accountability.
  • Develop and execute strategic plans to achieve organizational goals and drive sustainable growth by decreasing expenses by 15%.
  • Identify risks and develop mitigation strategies to maintain operational continuity.
  • Drive organizational change initiatives, ensuring smooth implementation and adoption.
  • Enhance customer experience by implementing client feedback loop that directly inform operational improvements and product adjustments.
  • Assisted in recruiting, hiring and training of team members.
  • Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Managed budgets and resources, optimizing allocation for maximum impact on business objectives.

Senior Bilingual Community Engagement Specialist

Highmark Wholecare
12.2020 - 06.2024
  • Build collaborative and sustainable relationships and initiate new partnerships with Community Benefit Organizations (CBOs), Federally Qualified Health Centers (FQHCs), Schools, Public Housing Authorities, Hospitals, Government Officials, Faith-Based organizations, and internal departments at different levels.
  • Work closely with over 8 internal departments including Sales, Government Affairs, CSR, Provider Relations and Clinical Department.
  • Implemented creative solutions for engaging diverse populations within the community, breaking down barriers to participation.
  • Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
  • Established 310 new contacts and 498 engagements throughout the year. Exceeding monthly and annual engagement goal by over 55%.
  • Maintain relationships with over 400 community-based organizations and service provider agencies through the provision of trainings and educational materials targeted to meet partner or community needs, as well as Highmark Wholecare goals.
  • Identify effective channels of communication for reaching targeted audiences, including identification of non mainstream and non-digital methods to promote important health information to at-risk or socially isolated and underserved populations.
  • Collaborate with executive senior management on new projects to help identify SDOH, develop SDOH initiatives and promote healthier communities
  • Monitor the success of all community engagement events by generating reports and queries using appropriate resources and collaborating with various departments to ensure data integrity.
  • Identify emerging community issues and opportunities pertaining to SDOH while collaborating with Executive leadership to ensure all events and initiatives are aligned in efforts to support our communities.
  • Maintained open lines of communication with key stakeholders, fostering trust and transparency in organizational operations.

Service Director

Keystone Service Systems
05.2017 - 12.2020
  • Direct program administration and coordination by organizing daily operations, overseeing staff productivity, planning program initiatives, and ensuring staffing requirements.
  • Present administrative reports. Create and implement non-compliance corrective action plans. Drive agency meetings by actively contributing leadership, planning agendas, and facilitating discussions.
  • Establish relationships with the community, providers, and individuals/families.
  • Reduced department expenses and saved the company thousands of dollars by developing program growth and expansion strategies and integrating cost saving tactics.
  • Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
  • Supported multiple company departments with state policy/regulation reviews and audits.
  • Participated in community events to promote services and engage with public.
  • Created internal audit tool for annual state licensing and inspection and trained company’s management personnel on the implementation of audit tool.
  • Analyzed trends and data to inform decision-making and program development.
  • Reduced number of citations from annual licensing & inspections within managed departments by 80%.
  • Developed and monitored program budgets; approved expenditures for four departments.
  • Incorporated organizational best practices and human resources policies/procedures.
  • Provided exceptional service care and ensured individuals remain active in their communities.

Care Connector

AmeriHealth Caritas - CBHNP
01.2012 - 07.2013
  • Managed approximately 30 incoming call, emails per day from customers and agencies.
  • Demonstrated exemplary customer service on calls with patients, hospitals, and physician offices.
  • Incorporated company internal processes and clinical policies/procedures.
  • Coordinated referrals to behavioral health services specialists.
  • Ensured state regulation compliance by developing policies/procedures and resolving behavioral health rehabilitation services (BHRS) issues.
  • Processed BHRS requests by serving as contact to members, families, and providers and approving services, billed units, and authorization dates/deadlines.
  • Demonstrated timely task proficiency by accurately completing 40-60 reviews per day.
  • Coordinated 15-25 referrals per day through insurance and other medical specialists and documented details in patient charts.
  • Strengthened interdisciplinary collaboration through active participation in case conferences, team meetings, and training sessions.
  • Supported patients in navigating the healthcare system, ensuring their needs were met and concerns addressed.
  • Maintained strict confidentiality of sensitive information in accordance with HIPAA regulations while handling medical records.

Bilingual Mental Health Worker

Philhaven
09.2008 - 01.2012
  • Provided sound recommendations by analyzing compiled data and documentation.
  • Communicated with approximately 10-15 parents, clients, and schools; per day. Collaborated with approximately 20 program directors, case managers, doctors, psychiatrists, and health insurance agencies/companies per week.
  • Fostered individual/family trust from difficulties by leading sessions on substance abuse counseling and inter-relationship skills, financial case management and budget planning, behavioral coping skills, and domestic violence assistance.
  • Answered approximately 20 health insurance procedure questions. per day.
  • Established effective, open communications amongst providers, clients, and entities; led agency and client meetings.
  • Developed rapport with patients by actively listening and demonstrating empathy during one-on-one sessions, fostering trust and open communication.
  • Gained invaluable knowledge and experience on therapeutic models.
  • Managed caseloads effectively, prioritizing high-risk cases while maintaining attention to detail for all clients.
  • Diligently maintained operational procedure knowledge of legal requirements and mental health codes/policies.
  • Educated individuals/families on available community health services; achieved high levels of client satisfaction.
  • Effectively translated Spanish into English, orally and in writing; created culturally diverse environments.

Education

Master of Business Administration (MBA) - Specialty in Healthcare Management

Northcentral University
Scottsdale, AZ
05.2019

Bachelors of Arts (B.A) - Child Psychology

Millersville University
Millersville, PA
05.2008

Skills

  • Strategic Planning & Execution
  • Business Management
  • Client Relationship Management
  • Process Optimization
  • Leadership training
  • Budget & Resource Management
  • Healthcare Services Expertise
  • Community Assistance / Communication
  • Policy / Regulation Implementation
  • Team Leadership & Development
  • Experienced bilingual leader (English and Spanish)
  • Operations oversight & management
  • Teamwork and collaboration
  • Customer service

2025 Women of Influence Award

Honorees are selected based on professional experience, community involvement and a commitment to inspiring change.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Director of Operations and Client Services

Color and Culture
06.2024 - Current

Senior Bilingual Community Engagement Specialist

Highmark Wholecare
12.2020 - 06.2024

Service Director

Keystone Service Systems
05.2017 - 12.2020

Care Connector

AmeriHealth Caritas - CBHNP
01.2012 - 07.2013

Bilingual Mental Health Worker

Philhaven
09.2008 - 01.2012

Master of Business Administration (MBA) - Specialty in Healthcare Management

Northcentral University

Bachelors of Arts (B.A) - Child Psychology

Millersville University

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Diana Escalante