Customer Service Home Health
Resume:
Joan Punch-Fleming RN MS
Jacksonville, FL 32256 ******@*****.***
EXECUTIVE CONSULTANT- EQ Executive Coaching and Consulting LLC- January
ASSOCIATE CONSULTANT- THE CORRIDOR GROUP September 2010-present
. Assess the performance of Home Health, Hospice, and
Community Based Service agency's operational, financial,
sales, and compliance, including due diligence support.
Presented reports and recommendations for improvement and
action plans to Executive Leadership.
. Successfully filled critically vacant leadership positions,
provided needed stability. Utilized Change Management
skills to positively impact financial performance, market
share, agency culture, human relations, employee turnover,
direct care delivery and quality outcomes in multiple home
health and hospice environments- including geriatric,
adult, and pediatric services with varied payers in
multiple states.
. Proven successful project management skills
. Change Management Specialist-with a focus on positive
collaborative change management for a variety of agency
issues and projects primarily in home health care
environments. This is accomplished frequently within
Appreciative Inquiry structure.
. Successfully managed and implemented change processes; co-
creating organization specific work plans and achieving
desired organizational goals.
. Competent in Leadership Development-assessing the needs of
key Leadership staff and potential developing leadership by
providing individualized coaching and mentoring to improve
leadership effectiveness.
. Led and ethically navigated through complex
compliance/financial issues to an ethical resolution
. Facilitate Appreciative Inquiries for community and
national forums and Boards, with focus on inquiry and
discovering core values, co-creating mission and vision
statements, strategic initiatives and implementation plans.
Proficient in SOAR as a method for strategic planning.
. Certified in Emotional Intelligence and Appreciative
Inquiry.
. Currently working on Appreciative Inquiry Coaching
Certification.
BROOKS HOME CARE ADVANTAGE
Vice President January 2012- August 2012
. Member of the Brooks Rehabilitation Health Care System's
Executive Team assisting in executive decisions and
providing advice and input with my executive leadership,
home health, hospice, clinical and community based
experience.
o Provided executive leadership in a multi- business line
health care system, and advised primarily on Home Health
Care's capacity, opportunities for improvement and position
to support success in this Post Acute system.
o Participated in a Medicare Bundled payment application for
post acute care with primary responsibilities in the
submissions of the proposed changed care delivery model and
metric creation for monitoring success, both designed with
evidence based process and metrics.
o Participated in the Northeast Florida Area Agency on Aging,
Inc. and the Northeast Florida Coalition for Coordinated Care
for Seniors -a partnership of committed healthcare providers
and community stakeholders that was developed locally-
submitting a Community Care Based Transition Program (CCTP)
application in an effort to collaborate with local hospitals
to manage transitions to home and minimize 30 day
readmissions.
. Filled multiple vacant critical positions including
Director of Nursing, while fulfilling my role as Vice
President and Executive Roles.
o Successfully led an agency of over 700 patients, with pre-
identified and newly identified significant care delivery
and customer service issues, and strategically co-created
and implemented successful resolutions.
o Utilized changed management skills in the redesign of an
entire care delivery system from a disempowered group of
care delivery staff to more empowered and engaged team.
o Implemented redesign of care delivery system to Case
Management.
o Was in the process of successfully re-integrating an
isolated business line of home health back into the entire
corporate system.
o Accomplished successful redesign of an entire
infrastructure of care delivery staff.
o Managed performance improvement and metric management of
customer service, care delivery and training, staff
turnover, clinical outcomes and financial performance
SOUTHWEST SENIOR INDEPENDENCE- OHIO PRESBYTERIAN RETIREMENT SERVICES
Executive Director June 1997- January 2010
. Regional responsibility for strategic and operational
planning, business and foundation development, strategy
implementation, evaluation and management of the Home and
Community Based Services of SW Senior Independence. Senior
Independence is the Home and Community based Service arm of
OPRS, a large statewide CCRC non-profit faith environment.
SW Senior Independence is responsible for services
provided in five counties in SW Ohio.
. Comprehensive responsibility for multiple site financial
and clinical operations (and provider numbers) in the state
of Ohio providing Home Health Care, Home care, Hospice
start up, Home Delivered Meals, Medical Transportation,
Senior Center operation, multiple Resident Service
Coordination contract management, community wellness and 5
Adult Day Care centers-servicing well over 2000 patients,
in as many as 12 counties.
. In my tenure, was responsible for the direct supervision of
Home Health Administrator, Regional Director of Clinical
Operations, Director of Business Development, Sales Account
Executives, and Billing Account Managers.
. Responsible for developing and maintaining an excellent co-
operational relationship and foundation development with
multiple CCRC customers- was directly responsbile for as
many as four CCRC relationships, within OPRS.
. Competent in working in a for and non-profit environment.
Exhibit confidence and competence while participating with
multiple levels of Board members, and improving company and
personal social capital in a community. I was actively
sought out by community leadership and providers for
community committee participation and use of Appreciaitive
Inquiry skills and facilitation.
. Responsible for compliance with Federal, state and local
compliance for the administration of all services
Director of Nursing May 1997- June 1997
DEACONESS HOME HEALTH CARE November 1989-March 1997
Supervisor/Clinical Coordinator, Direct Care Provider
Responsibilities: Organizing and administering the Clinical Operation
for large hospital based Home Health Care program. Responsibility for
and acquisition of provider number for start up operation In Indiana,
Coordination of patient care services. Primarily responsible for
clinical care, education, staffing support, intake and screening,
assignment of benefits and preauthorization of care
EDUCATION
1997 Masters of Science in Positive Organizational Development and Change,
Case Western Reserve,
Weatherhead School of Management,
Certified in Appriciative Inquiry
Certified in Emotional Intelligence
1990 Bachelors of Science in Nursing, University of Cincinnati.
Honors: Graduated magna cum laude
1983 Diploma in Nursing, Good Samaritan Hospital School of Nursing
Contact this candidate