Customer Service Management
Resume:
LISA E. RUEDEMANN, MS HSA, NHA
Wycote, PA 19095
Cell 603-***-****
*********@*****.***
____________________________________________________________
Effective combination of all aspects of healthcare administration,
including but not limited to leadership, staffing, scheduling, budgeting,
planning, program evaluation, human resources, diversity issues, customer
service, facilitation, negotiations, quality issues, ADA, EEOC, OSHA,
training, teaching, program development and implementation, service
integrations, healthcare food service, clinical nutrition, multi-site
catering/restaurant expertise, home health, hospital, and long term care
experience both in for profit and non-profit organizations and leadership.
Bi-lingual English-Spanish,MS Office XP, Intra-office Web Systems, Food
Ordering Systems, Menu Programs, Nutritionist 4, Intranet, Internet
Research. World Wide Web, E-mail
EXPERIENCE
Food Service Consultant / Interim Management
May 2008
Contract Interim Healthcare Management & Consulting - Nutrition and Food
Service along with Administration
Short term contracts for healthcare management and consulting services for
facility coverage till permanent hire is found. Recently completed a
contracts for Good Samaritan in- Most recent contract Devils Lake ND ~ Aug
2010 ~ Sept 2010- Training of New FSD with review of Survey issues and
operations and budget reduction in addition to visit during April 12th,2010
- May 22nd 2010 - Analysis and implementation of recommendations to achieve
compliance with State and Federal survey issues with possible remedies
imposed pending re-inspection ( Passed re-survey with 1 deficiency out of
29 - able to accept new admissions). Winfield KS- a two week financial
cost analysis of Nutrition services reducing annual budget by ~ $ 40,
000/yr. Completed a contract in Arteisa MN since early September 2008 -
December-2009 for Good Samaritan. Prior contract for Good Samaritan SNF in
Lodi WI May-Aug 2008. Specialty - operations management and cost
reduction. Deficiency free surveys in specific departments. Improvement
in overall survey results (three of the building were under federal watch
list review) along with reduction in operating costs, reduction of turnover
and compliance with policy and procedures of company.
Genesis Healthcare Ridgewood Center
Bedford, NH
1/2007-1/2008
Scheduling Manager
Manages, maintains, and evaluates the Center Labor Management Process,
Controls Nursing Department Labor Spend using GenSTAR Scheduling and
Timekeeping software. Orients new employees to Labor Management Policy.
Reconciles Nursing timecard daily, weekly and process time cards for
payroll bi-weekly. Maintains records of Nursing certifications/licensure
to meet scheduling requirements. Minimizes open positions and optimizes
employees' schedules. Serves as liaison with Staff with respect to work
schedules. Negotiates schedules balancing center's staffing needs, employee
schedule preferences, and financial performance. Maintains center coverage
at all times. Reviews and tracks requests for time off, sick time & call
outs. Coordinates scheduling changes with management and staff. Manages the
Labor Management process in the center based on established daily, weekly,
bi-weekly, monthly routines to ensure employee and customer satisfaction.
Communicates with recruiters to recruit nursing staff to fill open
positions. Interviewing and hiring of all new nursing staff. Discipline
employees in regards to time keeping and attendance issues using the
coaching and supervision tool. Precipitates in management meetings, in-
services, committees. Encourages employees to continue learning and provide
information on TAP, leadership opportunities, and other employee programs
along with open positions. Possess strong interpersonal skills, customer
service abilities, communication and time management, and computer
expertise, multi-tasking and organizational ability. Assesses open
positions and screens new applicants for suitability to position and
organizational culture. Tracks weekly nursing hours for additional hidden
expenses i.e. working past scheduled shift, missed breaks, etc. Champions
culture change to potential employees. Educates staff on policy and
procedure when appropriate including reminders and updates.
HEALTHCARE SERVICES GROUP
Lexington MA 2006-
2007
Director for Food Services
A national contract management company in food service, laundry and
housekeeping. Position held at a 172 beds Beverly facility in Lexington MA
with. Duties included all aspects of institutional food service management.
BRIAN CENTER OF HENDERSONVILLE ~ A MARINER HEALTH CARE FACILITY
Hendersonville, NC 2003-2004
A 140 Bed Skilled Nursing facility in a group of over 350 Facilities
Nationwide
Director of Food and Nutrition Services
Overseeing all aspect of the daily operation of the facility in all areas
of Food Service and Clinical Nutrition responsible for clinical care of
residents, including but not limited to: Dietary recommendations, food
service management, nutritional assessment, documentation, care plan
reviews, budget responsibilities. Develops and plans departmental programs
and efficacy assessment, facilitates resident food counsel meetings, and
confers with family members regarding resident care. Participates in daily
rounds as a member of the Interdisciplinary Care Plan Team, Environmental
Team, Safety committee, and Nutritional Services. Monitors MDS related
quality indicators. Coaches and educates nurses on nutritional indicators
and interventions. Serves as a consultant to the Nursing Home Administrator
and Director of Nursing, Therapy Department when appropriate. Directs the
dietary staff and consults staff on with necessary duties and information.
Interacts effectively with all employees. Assists the Food Service
Assistant in daily activities concerning the day to day operations of the
facilities kitchen, computerized food ordering, menu revision, spreadsheet
development, budgeting and cost control, staffing issues and other concerns
as needed.
SUNBRIDGE AT SOUTH POINT MANOR Miami Beach,
Fl 1997 - 2002
A 264-employee, 232-bed facility of the SunHealthcare Group with -200
facilities worldwide.
Food and Nutrition Services
. Overseeing all aspect of the daily operation of the facility in all
areas of Food Service and Clinical Nutrition responsible for clinical
care of residents, including but not limited to: Dietary
recommendations, food service management, nutritional assessment,
documentation, care plan reviews, budget responsibilities. Develops
and plans departmental programs and efficacy assessment, facilitates
resident food counsel meetings, and confers with family members
regarding resident care. Participates in biweekly rounds as a member
of the Interdisciplinary Care Plan Team. . Monitors MDS related
quality indicators. Coaches and educates nurses on nutritional
indicators and Interventions. Serves as a consultant to the Nursing
Home Administrator and Director of Nursing, Therapy Department when
appropriate and directs the part time dietary staff and consults staff
on with necessary duties and information. Interacts effectively with
180 union employees. Assists the Food Service Supervisor in daily
activities concerning the day to day operations of the facility's
kitchen, Computerized food ordering, menu revision, spreadsheet
development, budgeting and cost control. Ensures compliance with HMO,
JCAHO, and State of Florida requirements along with Federal
requirements.
UNITED HOME CARE SERVICES Miami, Fl
1995 - 1997
A 570-employee JACHO accredited nonprofit organization serving over 5,000
clients throughout Miami- Dade County.
Administrator and Nutritional Educator
. Administered Meals-On-Wheels program serving approximately 600 home-
bound elderly and disabled adults, throughout Miami-
. Dade County, in compliance with the State Department of Elder Affairs
Guidelines and Federal Guidelines. .
. Conducted Joint Commission on Accreditation of Health Care
Organizations educational sessions as facilitator and educator to
union and non-union staff.
. Educated Home Bound Elderly and Family Members along with Care Givers
for specific nutritional needs and concerns.
. Member of Ethics Committee, Quality Committee, Quality Improvement
Team, and Zero Error Committee. .
. Managed customer service, complaint tracking and resolution.
. Developed and managed a "'$1M budget.
. Lowered per client food cost from $4.75 to $4.00 per day through
contract negations.
. Secured a Federal grant to increase the number of clients served daily
from 300 to 600.
. Help secured a grant to deliver a 10-day hurricane emergency food
supply to 2,000 clients annually.
. Trained 470 union employees on JCAHO standards for initial JCAHO
survey. .
. Developed safety and inspection criteria for 3 vendors to ensure
compliance with home meal replacement State regulations.
. Preceptor Florida International University (FIU) bachelors and masters
level dietetic students.
. Contributor, to a clinical research study on Nutrition and Home-Bound
Elderly conducted by FIU. Then co-authored study presented to the 1996
American Dietetic Association Annual Convention at San Antonio, TX.
EDUCATION
BARRY UNIVERSITY
Master of Science
Miami Shores,
Fl
Health Services Administration
May, 2001
Graduated with a GPA 4.0
BARRY UNIVERSITY
Bachelor of Professional Studies,
Miami Shores, Fl
Health Services Administration
September 1999
Graduated GPA 4.0
ADDITIONAL EDUCATION;
Miami Dade Community College, Miami, Florida Associate Degree in Nutrition
and Dietetics
Harvard University, Cambridge, Mass. Chemical Engineering
Northeastern University, Boston, Mass. Chemical Engineering
OTHER
MONTROSE COUNTRY CLUB
Montrose PA
Summer 2006
Executive Chef of a private country club with daily designed menus for
members and special functions.
SHONEY'S OF SKYLAND Asheville,
NC 2005-2006
A Family Dinning operation with full service menu and daily buffet.
$30,000 weekly revenues and 55 full-time and part-time employees
Managed operations of family dinning establishment with responsibilities
for overall performance including but not limited to:
Customer Service, Quality Control, Employee coaching and teaching, human
resources, training, cash control, fiscal responsibilities and problem
solving and solution generation
DENNY'S OF HENDERSONVILLE
Henderson NC 2004-2005
A local 24 hour restaurant family dining generating operation approximately
$2 million in annual profits and over 50 full time and
part-time employees. Prime area of responsibility: Communications, safety,
human resources, public relations, daily operations, customer service,
teaching and coaching, brand excellence, inspections and audits, facility
repair and maintenance, cash control and accounting, staffing issues,
employee development, budgeting, office and uniform supply ordering and
inventory, quality improvement, Diversity Trainings. Develop and
facilitate and conduct safety team meetings, staff informative sessions.
Interpret Spanish to English for staff and clients. Daily computer
utilization Cooperate training store and test site for corporate wide
prototypes and products
LECTURE HISTORY
Cabarrus College of Health and Sciences ~ Kannapolis, NC
Johnson and Wales University Miami-Dade Community College ~Miami, FL
Miami -Dade Community College ~ Miami, FL
AFFILIATIONS
American College of Healthcare Executives, Charlotte Executive Forum &
Member South Florida Healthcare Executive Forum, Member
Women's Healthcare Executive Network (past member)
American Dietetic Association, Member North Carolina &Florida Dietetic
Association
Miami Dietetic Association (past member)
A Miami-Dade Chamber of Commerce - Active Member Board of Directors ~ 1999
-2002
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