Management Customer Service

Felicia R. Thompkins

***** ************** **.

Charlotte, NC 28213

704-***-**** (cell)

Email: *******@*****.***

Career Profile: Chief Operating Officer / Human Resource Director / DHHS

Survey Consultant Team Leader/ Executive Director/ Adult Care Home

Specialist with over 20 years' experience in a health care environment.

Managed overall day to day operation of Human Resources services,

policies, and programs of the entire company with approximately 600

employees, 16 assisted living facilities and 5 family care homes.

. Responsible for enhancing internal organization process, oversee

business policies and accounting practices.

. Retention strategies, regulatory oversight and legal compliance.

Ensured Human Resource functions properly resourced and represented

with the senior management team.

. Professional training and development including new employee

orientation.

. Oversight of Risk Management, employee safety, welfare, wellness,

health and all legal activities. Supervised up to 23 direct reports

with responsibilities in recruiting and staffing, employee

orientation, training, performance management and improvement systems.

Key strengths include:

. Strong operational experience, policy development and documentation

. Able to lead, plan and manage, marketing, sales

. Very strong organization, time management and negotiation skills

. Always maintains an atmosphere of mutual trust and support

. Excellent people skills and communication skills

. Personal qualities of integrity, credibility and commitment

. Flexible and able to multi-task, demonstrated resourcefulness in

setting priorities

. Skilled in organizational development, personnel management, budget

and resource development

. Regulatory Over-site/ Continual Quality Improvement Development

. Strong relationship builder and communicator with diverse work teams

5th Avenue Coffee Caf (owner)

Garner, NC - October 2012 to June 2013

. Responsible for total operations in a retail coffee shop

. Team development, staffing, training and customer service, food

service

. Able to manage fast paced environment

. Experience in managing financial reports

Administrator

Tanglewood Assisted Living - April 2012 to May 31, 2013

Responsible for the overall administration of the community's operations of

126 bed including the development and management of services and

accommodations; the hiring, training and supervision of qualified staff and

evaluation of their performance, establishing a working relationship with

regulatory agencies, family members and community advocates, quality

assurance and maintain compliance with relevant laws and licensing rules.

. Plan, develop and implement programs to meet the community's overall

goals and objectives utilizing established policies and procedures

which address all regulatory, service and operation areas.

. Acts as Marketing Director

. Tripled private pay census in 9 months

Consultant

July 2010 to April 2012

. AIT Preceptor for individual's wanting assisted living certification

. Ensured a complete understanding in the following areas:

. Knowledge to interpret and apply Rules, Regulations and Policies

. Annual Inspection, Food Service/Dietary, Health Care, Medication,

Personal Care Services

. Record Review, Personnel Requirements(staff Log), Social Services,

Patient Rights,

. Sanitation, Pharmacy, Physician Services, Memory Care Unit, Staffing,

Housekeeping,

. Laundry, Law(liabilities)

. Patient activity programs, diagnostic services

Director of Operations, Administrator & Human Resource Director

America's Living Centers, LLC. November 2006 to July 2010 Marion, NC

Responsible for over-site fiscal management and operations management in 21

assisted living facilities throughout the State of North Carolina.

. Responsible for all activities pertaining to licensure, legal, human

rights, personnel, financial, and contracts

. Managed employee communication and feedback through meetings, surveys,

focus groups and one on one meetings

. CRP Instructor, transcribe doctors, maintain medical records,

scheduling, assist with activities

. Conducted investigations when employee complaints or concerns are

brought forward

. Reviewed and approved management recommendations for employment

terminations

. Established all in house employee training system, coaching and new

employee orientation

. Ensures each location personnel staff are trained and educated with

all regulatory guidelines, weekly observation and audits in the area

of medication administration, end of month MAR reviews

. Produced countless reports, presentations, emails, letters and meeting

monthly to our management team with outstanding results

. Medication Administration oversight, Admissions & Discharges, Weekly

Chart Reviews

. Over-site of continual analysis of medical and home health providers

to ensure resident satisfaction

. Assist with Recruiting and Marketing

. Extensive Travel

Survey Consultant Team Leader - Department of Health & Human Services,

State of North Carolina,

January 2006 - November 2006, Lexington, NC. Responsible for over-site of

all aspects of licensure laws and process. Provided consultative,

administrative and supervisory work in surveying and certifying that health

care delivery services in the assisted living environment comply with State

licensure requirements.

. Served as a Team Supervisor

. Scheduled and assisted consultants with annual Surveys for Region 1

. Provided consultation and oversight for Department of Social Services

agencies

. Planned monthly schedule, presenting the team and purpose of survey

. Responsible for communicating to service providers, with daily

directions from Branch Manger

. Ensured Survey Consultants 1 exemplary service to providers by daily

monitoring and development of hand on skills

. Assures adult care facilities operate within the applicable rules,

regulations and laws through on-going planning and the

licensure/monitoring process

. Investigate complaints and assists with cross training of staff

. Over-site of all aspects of licensure laws and process

. Extensive Travel

Assisted Living Administrator - Carriage Club of Charlotte, American

Retirement Corporation February 2004 - December 2005,

Charlotte, NC Responsible for operational success and financial

performance in health care setting.

. Integral part of developing the operating budget, management of

internal systems of home health services, analysis and use of

tracking tools, receivables/payables, reduction of over-time, ongoing

analysis of budgeting.

. Provided marketing and sales approach for recruiting prospective

residents

. Promoted and implemented constructive problem solving

. Ensured programs and services were delivered and consistent with

management operations

. Over site administration of medications, chart reviews, month end MAR

reviews

. Supervised safety and compliance issues

Adult Home Specialist - Services For Adult, Mecklenburg County Government

May 2001 - February 2004

Charlotte, NC Responsible for over-site of licensure laws

. Foster a protective environment for frail and vulnerable adults

. Assist with licensure of proposed adult care homes

. Investigate complaints, monitor major areas: Residents' Rights,

Staffing, Food Service, Drug Management, and Health Care.

. Perform annual surveys on licensed adult care homes

. Conduct announced and unannounced monitoring visits to ensure

licensure compliance

. Follow-up on sited violations to ensure deficient areas are in

compliance

. Maintained detail documentation for public review

. Interpret and apply guidelines and regulations, explain findings,

encourage facilities to seek compliance with standards and regulations

. Maintained a case load of 11 facilities records with over 700+ beds

Education - Bachelor of Social Work, Minor-Urban Affairs

Certification - State of North Carolina Assisted Living Administrator

Affiliated Memberships - North Carolina Long Term Care Association, Alpha

Kappa Alpha Sorority, Inc.

Reference: Upon Request

Contact this candidate