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Customer Service Assistant

Location:
Pleasantville, OH, 43148
Salary:
$110,000/year
Posted:
January 14, 2015

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Resume:

Sheila Stouder

*** ****** ******

P.O. Box ***

Pleasantville, OH 43148

Daytime Cell: 740-***-****

Email: abhptf@r.postjobfree.com

LICENSURE AND

CERTIFICATION Gerontology Certification

Ohio University, 1994

EDUCATION Master Degree, Health Services Administration, Long Term Care

Ohio University, College of Health and Human Services

Athens, Ohio – Graduation: August 1994

Bachelor Degree,Business Administration, Management

Ohio University, College of Business

Athens, Ohio – Graduation: June 1991 (Cum Laude)

WORK

EXPERIENCE Executive Director, Emeritus at Lakeview, Emeritus Corporation/Brookdale Senior Living

Groveport, Ohio – September 2008 to Present

Grew occupancy from 75% - 100% and maintained 95%+ consistently

Maintained $1.5 million revenue over for the past 5 years

Administrative, Operational, and Customer Service responsibilities for Assisted Living Residence

Communicate daily with department managers regarding scheduling work flows and determining

work priorities for the day, week, month and quarter

Develop business relationships with outside agencies and providers through professional

presentations

Anticipate, identify and handle patient and family needs and resolve issues to help ensure high

satisfaction from all parties

Develop strategic business plans and initiatives to promote sales and marketing functions to elevate

positive relationships in the community

Define, Implement and Maintain policies and procedures for Senior Assisted Living Residences to

meet Federal, State and local rules and regulations

Build strong department manager team and associate team

Serve as liaison between community staff and regional staff, ensuring effective communications via

e-mail, phone and written correspondence (proposals, reports, memos and charts)

Participate and oversee collection of sensitive information regarding senior residents which had to be

maintained for HIPAA compliance

Human Resource Manager for 70+ employees with duties including recruiting, hiring, coaching,

performance evaluation, payroll, education and administration of benefit plan, provide leadership and

motivate the team through collaboration

Executive Director, Sterling House of Lancaster, Brookdale Senior Living

Lancaster, Ohio – December 2003 to September 2008

See the duties outlined from Summerville at Lakeview above

History of maintaining and exceeding 80% - 100% occupancy

History of maintaining and exceeding annual budget of $1 Million

Two Deficiency Free Surveys from the Ohio Department of Health, March 2006 and March 2007

Multi-Community Responsibilities:

Interim Executive Director, Newark – Nov. 2004 to March 2006

Interim Executive Director, Marion – Sept. to Oct. 2006

Interim Executive Director, Westerville – June 2007 to January 2009

Appointed to “Residence Director Training Initiative”

Assist Regional Director of Operations with training of new Executive Directors

Stouder, Page 2

Executive Director, Grand Court

Columbus, Ohio – September 2002 to November 2003

See the duties outlined above

Scheduling Coordinator for Primary Care Nursing, Inc.

Dublin, Ohio – January 2002 to September 2002

Work with and schedule nurses for Home Care Services for Children

Organize and maintain office systems

Administrator for Somerset Healthcare Center

Somerset, Ohio – November 1998 to July 2001

Similar duties as those described for Assisted Living

Implement and maintain policies and procedures for 100-bed SNF/ICF to meet Federal, State and

local rules

Initiate and Achieve Joint Commission Accreditation

Maintain annual budget of $1.5 Million

Administrator for Mansfield Memorial Homes Geriatric Center

Mansfield, Ohio – April 1997 to September 1998

Similar duties as those described for Assisted Living

Implement and maintain policies and procedures for 28-bed sub-acute ventilator unit, 14-bed

Alzheimer's unit and 57-bed ICF Unit to meet Federal, State and local rules

Administrator of Long Term Care Homes

Crestline, Piketon and Kenton, Ohio – October 1995 to November 1997

Similar duties as those described for Assisted Living

Develop and maintain policies and procedures for 30-bed, 100-bed, and 117 bed SNF/ICF/

Alzheimer's Nursing Facilities to meet Federal, State and local rules

Oversee Deficiency Free Annual Survey from the Ohio Department of Health at Crestline Nursing

Home, 1997

Assistant Administrator of Mansfield Memorial Homes

Mansfield, Ohio – January 1995 to December 1995

Administrative Intern, The Colonnades, Marriott

Charlottesville, Virginia – June to August 1994

Graduate Assistant/Teaching Assistant, Ohio University

Athens, Ohio – March 1992 to June 1994

Customer Service Representative, Mutual Federal Savings Bank

Athens, Ohio – January 1992 to December 1993

Sales and Road Representative, Coffman Music Store

Lancaster, Ohio – August 1991 to January 1992

Office Assistant, Ohio University

Athens, Ohio – June 1988 to June 1992

Student Worker, Physical Plant, Ohio University

Athens, Ohio – June 1987 to June 1988

PRESENT AND PAST

AFFILIATIONS Fairfield County Board of Elections Presiding Judge

Children’s Ministry Director, Crossroads Community Church

C o-Chair of Business Outreach Committee, County Democratic Party

Attendant of Lancaster and Southeast Ohio Chambers of Commerce

Attendant of Ohio Assistant Living Association

Attendant of Ohio Health Care Association

Leadership Team Member for Christ Way Community Church

Alumni of Ohio University Marching 110

Drum Major for Athens High School Marching Band



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