Healthcare administrator professional with 15 successful years in practice administration, employee management and patient and client management positions. Practice manager skilled in opening a startup practice in a new location, acquiring new patients, managing providers, developing relationships with hospital administrators and physicians, ensuring client satisfaction and achieving exceptional customer service. Innovative, customer-oriented healthcare administrator with background in hospital, long-term care, home care management and women's health. Expertise in recruiting, training, and developing healthcare providers, creating/implementing client and employee satisfaction and retention plans, as well as ensuring proper elderly, pediatric, and women's healthcare. Experienced in healthcare management areas including, budgeting, KPI analysis and overall center operations.
06/2016 to Current
Practice ManagerLegacy Healthcare Services
Managed the Conditions of Participation compliance for 11 outpatient therapy clinics and made recommendations for process improvements to Advisory Board.
Developed Quarterly Compliance Protocol to ensure on-going adherence to the Conditions of Participation.
Assisted Rehab Directors in the day to day therapy managements of outpatient therapy clinics and made recommendations as needed.
Assisted the therapy team with marketing events.
Responsible for explaining insurance coverage and bills to patients and patients' family.
Worked closely with Senior Leadership to develop the Case Load Management Tool and the Practice Management Intervention Scale.
Served as the Medicare Agency Delegate and assumed accountability for 46 outpatient therapy clinics.
Reviewed weekly therapy schedules to ensure therapy staff can obtained weekly productivity requirement.
Conducted interviews with potential therapy staff and made recommendation to the Regional Director.
04/2011 to 08/2014
Client Services ManagerBayada Home Health Care Pediatrics
Managed home health services for twenty pediatric clients.
Provided customer service, resolved disputes and complaints involving clients and employees.
Managed an average of eighty employees 24 hours a day in multiple homecare sites in Mecklenburg County.
Assigned and scheduled staff to provide quality care to clients while adjusting for labor expenses, staff availability, and nurse competency and call outs.
Directed recruitment, hiring, onboarding, and training for all nurses and nurse assistants.
Regularly evaluated employee performance, provided feedback and coached and disciplined staff as needed.
Developed and arranged continuing education opportunities for all nurses to increase knowledge and skills.
Conducted fiscal operations including: authorizing expenditures, processing payroll, establishing rates for services, gross margin analysis, budget management, and financial reporting.
Grew client caseload from $25,000 weekly billing to $50,000 weekly billing by marketing and gaining new clients, increasing service hours for current clients, and management of nurse's schedules.
Monitored caseload metrics i.e.
gross margin, overtime, unfilled shifts, and vacations for field staff.
Developed long term trusting relationships with clients, referral sources, payer sources, and community organizations.
06/2008 to 01/2011
Resident Care DirectorBrookdale Senior Living
Organized and lead the overall operation of the Assisted Living neighborhood in accordance with state laws and Brookdale Senior Living standards and regulations.
Routinely evaluated the overall resident care within the facility and diligently enforced high standards.
Developed and managed department budget while actively seeking ways to reduce labor cost and decrease expenses.
Corresponded with operations staff to ensure key client deliverables and revenue goals were met.
Created personalized care plans for all residents and evaluated care plans quarterly to determine appropriate levels of care for all residents.
Recruited, hired and on-boarded all nurse assistants (CNA's) in the facility.
Completed monthly staff schedule according to operational and budgetary guidelines.
Conducted annual performance appraisals for all nurse assistant (CNA) staff.
Monitored staffing patterns and nursing care hours for efficiency and made changes when necessary.
Minimized staff turnover through appropriate selection, orientation, training, development and education.
Evaluated nursing notes to confirm that they accurately and completely described care provided and patient responses.