Marketing Customer Service

SHARON H. Ward

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

P O Box ***

Garysburg, NC 27831

252-***-**** (home), 252-***-**** (cell)

ac0rvd@r.postjobfree.com

QUALIFICATION SUMMARY

** ***** ** ********* ************ healthcare in skilled nursing facilities and Health maintenance organization environments; management of customer admission and care, and marketing programs; procedure and policy implementation for drug reimbursement in long term care facilities; training and supervision of network associates; marketing representative for health and insurance fairs; strong interpersonal, organization and communication skills in all settings.

EDUCATION

Assisted Living Administrator license issued February 22, 2016 thru December 31, 2017

Administrator in Training for Assisted Living, North Carolina Assisted Living Association, April 2015 completed 100 hours required at Spring Arbor Kinston December 7, 2016

Masters in Management, Cambridge College, Cambridge, Massachusetts graduation December 2016

B.S. Healthcare Administration/Gerontology, University of Maryland University College, College Park, MD, August 2005.

Healthcare Compliance, Legal Aspect, Baltimore, MD, September 2004.

Geriatrics Fellowship, George Washington University, Washington, DC, September 2002 through February 2003.

Computer Programming & Data Processing Technology, PSI Institute, Silver Spring, MD, September 1990.

EMPLOYMENT

Executive Director, Affinity Living Group, Gatesville, NC July 2016 still employed. Responsible to lead and direct the overall operations of the Community in accordance with residents’ needs, government regulations and policy and procedures. Manage budgets and monitor labor cost, raw food costs, accounts receivable, accounts payable and payroll. Develop and implement sales and marketing plan. Managed staffing as well as monitor each department, communicate and interpret policies and assist and coach staff as necessary. Hold training and in-services for staff.

Administrator, Snow Hill Assisted Living, Snow Hill NC, May 2016 until June 2016. Assure all rights are listed in Domiciliary Home Resident’s Bill of Rights. Assure confidentiality regarding each resident, proper record keeping, follow monthly budget, scheduling of staff, and marketing, disciplinary action when needed. Conduct pre-admission interviews with prospective resident and family. Assure that all resident personal care is received according to PCS assessment. Develop personal relationships with residents and family. Assist RCC with physician orders, care plans and PCS forms to ensure payment. Work with Business Office with new admissions and personnel files Assess patients prior to admission for appropriateness. Ensure compliance with state regulations involving the facility and other duties when needed.

Director of Social Services, Our Community Hospital, Scotland Neck NC, November 2014 until April 2016. Responsible for planning, developing, organizing, implementing, evaluating, and directing the Social Service department in accordance with current existing federal, state and local standards as well as established policies and procedures, to ensure that the medically related emotional and social needs of the patients/residents are met and maintained on an individual basis. Participate in discharge planning, development and implementation of social care plan and patient/resident assessments. Coordinate social service activities with other departments as necessary. Participate in community planning related to the interests of the facility and the services and needs to the patient/resident and family. Completion of FL2 as well Marketing/Admissions.

Assistant Hospice Administrator, Pruitt Health Hospice, Rocky Mount NC September 2013 until September 2014. Assist the Administrator in assigned tasks to support the organization of the agency to comply with regulatory and legal requirements to operate a hospice office. Organizes the agency’s ongoing functions under the direction of the hospice Administrator. Responsible for budget, budget reconciliation, variance report, Medicaid lock-ins and the billing verification. Actively participates in community relations for Pruitt Hospice and services and other duties. Responsible for orientation and Partners personnel files as well as back up to pay roll.

Director of Social Services, Greensville Manor, Emporia VA, September 2012 until September 2013. Responsible for planning, developing, organizing, implementing, evaluating, and directing the Social Service department in accordance with current existing federal, state and local standards as well as our established policies and procedures, to ensure that the medically related emotional and social needs of the patients/residents are met and maintained on an individual basis. Participate in discharge planning, development and implementation of social care plan and patient/resident assessments. Coordinate social service activities with other departments as necessary. Participate in community planning related to the interests of the facility and the services and needs to the patient/resident and family. Act as backup for Marketing/Admissions and the Director of Activities.

Director of Social Services, Envoy of Lawrenceville, Lawrenceville VA, October 2008 –August 2012.

Keep abreast of current federal and state regulations, as well as professional standards, and make recommendations on changes in policies and procedures. Maintain a reference library of written material, laws, and standards of practice. Complete quarterly assessments and ISP’s for Assisted Living residents. Conduct and document a social services evaluation, including identification of resident problems and needs. Provide social work consultation to residents, families and staff. Participate in and provide in service education sessions. Perform other duties as assign.

Admissions Director, Woodside Center, Genesis Healthcare Center, Silver Spring MD, April 2005-September 2008.

Assess inquiries, identify marketing opportunities, respond to and follow up referrals, and coordinate customer flow. Complete customer tour, application and sales process. Advise customers and family of admissions, discharge and transfer procedures, and of room preparation, and introduce nursing staff. Gather and document customer data. Maintain Eldercare medical, social and financial information. Stay abreast of physician, social worker and discharge services. Coordinate and participate in healthcare presentations for total quality customer service.

Network Associate, Kaiser Permanente, Rockville MD, July 2000-Dec. 2004.

Liaison between Kaiser Permanente and contracted providers. Negotiated contracts based on a RBRVS fee for service payment with potential providers. Responded to questions and information requests. Initiated credentialing process for interested providers. Investigated and analyzed outstanding payments for resolution. Solved problems encountered by contracted providers. Coordinated provider site visits and documentation. Spokesperson for Kaiser Permanente at Health and Insurance Fairs. Trained and supervised new network associates. Developed provider operations manuals. Managed Nursing Home Facilities, Home Health, Hospice, Nephrology and Durable Medical Equipment Contracts.

Accounts Payable Representative, Kaiser Permanente, Rockville MD, Dec. 1990 - Sept. 1991, April 1997 - July 2000.

Established procedures and policies for drug reimbursement for patients in long term care facilities. Investigated and resolved outstanding payments. Supervised and trained new accounts payable processors and clerical staff. Reconciled pharmaceutical inventory. Managed and processed approximately 600 vendor invoices for payment weekly. Processed weekly average of 120 drug reimbursement claims. Verified and monitored purchase orders.

Pharmacy Admixture Technician, Landover MD, Nov. 1987 - April 1997

Trained pharmacy staff to utilize pharmacy computer system. Developed training manual for the pharmacy staff. Compiled Mission Statement and Standards all Kaiser Pharmacy locations. Prepared chemotherapy medication for cancer patients. Reconciled and settled daily cash deposit. Monitored and controlled pharmaceutical inventory levels. Maintained daily log on investigational chemotherapy medication. Processed third party benefit claims.

SKILLS AND ACCOMPLISHMENTS: Computer Languages: COBOL, FORTRAN, LOTUS, BASIC, DOS, EXCEL, ACCESS, And WINDOWS. Kaiser Permanente Computer Languages: RMS AND ABLIB, ENCORE, Diamond System, Business Objects.

AFFILIATION: Member of the Healthcare Compliance Association and Gerontology Society.

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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