Customer Service Manager

Paula R. Bruland

***** ******* ****** *****, ******** 68130 402-***-****

************@****.***

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SENIOR LEADERSHIP TEAM

Results-oriented entrepreneurial administrator with an extensive history of

consistently setting and achieving business operational goals. Adept at

managing multi-million dollar budgets. Known for successful start-ups.

Demonstrated ability to develop and establish policies/procedures/programs

that enhance operations, gain commitment across multiple

organizations/disciplines and exceed business objectives. Excel at

managing across multiple disciplines and building a cohesive motivated

team.

Areas of Expertise

Entrepreneur Vision

Program Development Judgment

Fiscal Management Trouble Shoot Public

Speaking Team Building Communication

Training/Education Strategic Planning

Start up

Independent Leadership/Coaching Operations

Problem Solver

Selected Highlights

. Successfully launched a new service in Nebraska-instrumental in

expansion of a second facility

. Reduced turnover after startup by 53% in a 12 month period of time

through development of employee incentives and new-hire selections.

. Successfully negotiated contracts with physicians/physician

assistants/vendors, and maintained effective working relationships.

. Successfully partnered with community hospitals, state and local

leaders, and community organizations.

. Successfully developed and implemented all contract deliverables

(programs) for the Primary Care Plus, Medicaid Program at Blue Cross

Blue Shield Nebraska including case management, customer service,

community relations; instrumental in receiving Business Integrity

Award for the asthma program.

. Successfully trained employees and implemented a completely new

modality.

. Fully oriented/trained staff.

PROFESSIONAL SUMMARY

Operations Director, Nebraska Region

2008 - 2010

Mosaic

Omaha, Nebraska

A multi-million dollar, non-profit business dedicated to serving the

intellectually/developmentally disabled population in fourteen states and

internationally.

. Implemented effective operational strategies within the Nebraska

Region

. Developed and implemented quality enhancement measures

. Investigated and made decisions related to CRPs, Appeals,

Abuse/Neglect allegations

. Supported/Coached/Trouble Shot/Assist Executive Directors and other

regional team members

. Completed assessments, in conjunction with agency staff, for BSDC

clientele ready for community placement

. Created/Participated in the legislative agenda and initiatives

. Supervised Operational Excellence Director

(Continued, page two)

Paula Bruland, page 2

Executive Administrator Region Six Recovery Center

2005 - 2008

Telecare Corporation Omaha,

Nebraska

A multi-million dollar, for-profit health care company consisting of more

than 2,500 employees in five states providing inpatient services to the

severely and persistently mentally ill.

. Governing board's representative in Omaha, Nebraska

. Responsible for all administrative functions

. Responsible for all vendor/physician contracts

. Managed all facility aspects

. Developed and implemented an effective marketing and public relations

program

. Developed and led a strong team across disciplines

. Developed and maintained a productive working relationship with State,

Hospital, Region 6 and local community leaders/providers

. Developed fiscal budget

. Instrumental in corporate expansion of second program in Omaha Metro

Area resulting in additional revenue

. Managed all strategic planning activities

. Supervised 30 employees including medical, human resources, business

office manager, etc.

Manager Medicaid Program 1996 -

2005

Blue Cross Blue Shield (BCBSNE) Omaha,

Nebraska

A multi-billion dollar, not-for-profit health care company consisting of

more than 1,000 employees in Omaha, Nebraska providing health insurance and

wellness programs.

. Developed fiscal budget, increased corporate revenue 2.25 million

dollars

. Developed, marketed, and promoted the Primary Care+ Program in the

community

. Partnered with Federal, State, and Local Agencies to provide health

services to consumers

. Developed and implemented programs to reduce health crises among the

Medicaid population

. Improved early entry into prenatal programs and asthma

hospitalizations

. Supervised 16 employees including nurses, social workers, customer

service reps, community rep, and provider rep

. Customer Service call center for Medicaid members

. Developed case management partnership between nurses and social

workers reducing hospitalizations

. Developed, in conjunction with the Olson Women's Center, the Teen

Education/Scholarship Program

. Developed and implemented internal/community education, workshops-both

local and Statewide

Alegent Health Services 1993 -

1996

Hospital Social Worker Omaha,

Nebraska

Director of Social Services

. Supervised social work staff

. Psychosocial assessments and provided individual/family/group therapy

Education

University of Nebraska, Omaha

Master's of Science Social Work

3.93 GPA

Graduated Summa Cum Laude

Graduated from the Honor's Program

Certification/License

Licensed Clinical Social Worker

Licensed Independent Mental Health Practitioner

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