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Customer Service Nursing

Lodi, CA
March 21, 2018

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Maxine Niel

**** ********** *** ****, ** ***** ● Cell 209-***-**** ●


To obtain a challenging position as an Administrator/ Regional V/P in a skilled nursing environment which will allow me to utilize my expertise and experience in nursing home management.

Employment Experience

April 2017 to Current MEADOWOOD AT OCONNOR WOODS, Stockton, CA

Administrator for 100 bed Skilled Nursing Facility, located on campus of

O’Connor Woods. Brought new labor management tools, tracking system

For monitoring DPH visits, created assortment of management forms, and

System for training and monitoring customer service. As the Administrator

I became THE Marketing person for the facility. Organized in-services

For local physicians and Hospitals, was very involved with acquiring new Kaiser rate. Also responsible for increase of census, thus improved financial performance.


Responsible for the two SNF’s recently acquired by Central Valley.

One 70-bed is located on Orangeburg, Modesto, and the 99-bed located in Riverbank, CA. Preparing to facilitate both buildings operating sub-acutes.

I am totally responsible for all new policies and procedures, training of staff

purchasing staffing programs, and other systems utilized in LTC setting. As Administrator of both facilities, it is my responsibility to set-up labor controls, PPS Management, Dept. of Health interventions, and all management tools to maximize profitability and compliance.


Executive Director for 120-bed SNF-TCC (Transitional Care Center).

In my tenure I have improved the financial picture with 75% overall Improvement. Recipient of the QASP award from the State (2014, and 2015), in excess of $100,000 for clinical improvements. Was successful in all State Surveys with 7-10minor deficiencies. Facility did anywhere from 80-100 admissions and discharges per month. Improved RUG scores and ALOS by 10%, and created the in house Customer Service Training for line-staff, that has been very successful. At the time I left Kindred the facility was running $400K over budget YTD, and all positions filled with a fully-functinal management team.

Nov. 2009- March 2011 COUNTRY VILLA PETALUMA, Petaluma, Ca

Administrator of 79 bed Skilled Nursing Facility, that was a Focus building for the State, and also had Federal Monitors oversight. Survey ended the

Focus building, but the Federal Monitors will not sunset until 2-2011. Changed out several department managers, and improved MIV scores internally. Good rapport with DPH now.

Sept 2008-Nov 2009 SNF WINDSOR, (Hampton Care Center) Stockton, CA

Senior Administrator

Oversee operations of 120-bed and 128 bed Skilled Nursing Facilities. Increased Medicare census from 8 to 32 in two months, at Hampton and 4 to 10 at Elmhaven. Had very difficult survey with one Federal Pharmacist, and one State Pharmacist, at Hampton, survived with no “G”’s. Changed out several Department Managers, discharged numerous undesirable patients that were costing the facilities money. Working on culture change right now, in both, gearing for Resident-Centered Care, and customer service.

Jan 2007-Sept. 2008 COUNTRY VILLA HEALTHCARE, Los Angeles, CA

VP of Operations for Northern CA.

CV acquired 13 new buildings, some in very remote areas. I was responsible for transitioning 7 buildings into the Country Villa Policies and Procedures. Most of my facilities had MAJOR staffing issues, no nurses and full of Registry. Registry deleted in 5/7 of the buildings, in first 4 months, with now fully-staffed nursing departments. Added 2 Pleasant Care buildings late 2007, one had been de-certified for over one year, now fully certified with increased census of 47 Residents in 4 months. No more serious DHS issues in most of the buildings, improving census and labor controls at this time to increase financial positions.



120-bed Skilled Nursing Facility located in Pittsburg.

Recruited DON, ADON, Supervisor, Rehab Director, Payroll, and Housekeeping/Laundry Supervisor within first month. In preparation for survey, filled empty positions.

Eliminated Registry, improved EBITDAR by 100% to $3M, in 2 years, increased Medicare census, and established new Kaiser contract with a 20 patient caseload, in 1 year. Greatly improved relationship with DHS.

Nov. 2003-Aug. 2004 KARMA INC. dba MANTECA CARE AND REHAB CENTER, Manteca,CA

After change of ownership, de-certified Union in 4 days. Registry totally deleted, with full-staff on board. Over-turned Union vote during a “Neutrality Agreement”, with once again a NO-UNION vote. Improved overall Nursing care, as evidenced by CQI stats. Decreased Licensing visits to only “self-reports”, great rapport with DHS now.

Aug. 2002-Nov. 2003 SUN HEALTH CARE dba:Sun Bridge Care for Manteca, Manteca, CA


176-bed SNF. Reduced Registry from $90-100K per month to $6K in July 2003. Reduced DSO from 90+days to 36, increased census and mix from 10 Medicare to over 20YTD, and census from 130 to 150. Had survey 11-02 with no sub-standard, nothing higher than D in Scope and Severity. Improved relationship with DHS, only visits are on self-reports, improved relationship with families and Residents, and increased EBITDAR from a loss of $50-60K per month, to $144 K over budget YTD.

Improved physical plant, increased average RUG scores by 20-30%.

March 1998-Aug. 2002 KINDRED HEALTHCARE dba: Valley Gardens Healthcare Center, Stockton


120-bed SNF with 21-bed Alzheimers Unit in Stockton, CA. Increased private/Medicare census by 20%, implemented PPS with –0- default days since onset. Improved EBITDAR from “in the red” to $750K annually,over a 4-yr period. Decreased number of survey deficiencies from averaging 12-15, to 3 in 2001 and 5 in 2002. Decreased overtime from 7-8% to 0-1%, and have been fully staffed since regs changed.

Nov. 1997-Mar. 1998 LENOX HEALTHCARE dba: Sunrise Healthcare Center, Roseville, CA


98-bed SNF in Roseville and 42 bed SNF in Sacramento. Have eliminated 3-year utilization of Registry in first 90-days. Implemented spend-downs for cost-controls, Utilization Review for optimal Medicare days reimbursement, improved communications and Resident satisfaction, implemented and trained CQI, QAA, and empowered Dept. Managers with Management Training Program


April 1978-Oct. 1997 Regency Health Services/Care Enterprises, Tustin, CA Casa Blanca Conv. Homes San Marino, CA

•June 1996 to October 1997: Regional Vice-President

•Supervised and directed for up to 17 buildings totaling 1200 residents.

•Developed budgets and fiscal responsibilities for all facilities in the region.

•April 1990 to June 1996: Administrator Care West Manteca

•176 Bed Skilled Nursing Facility specializing in ventilator, complex medical, outpatient rehabilitation and subacute care.

•Consistently above budget.

•Consistently Excellent survey results.

•Initiated and completed 76 bed expansion of the facility.


April 1978-Oct. 1997 Regency Health Services/Care Enterprises, Tustin, CA Casa Blanca Conv. Homes San Marino, CA

•April 1980 to April 1988: Administrator Multiple Facilities

•Willits Nursing and Rehabilitation Center, Willits, CA - 70 Bed Skilled Nursing facility.

•Manzanita Manor, Cloverdale, CA - 72 Bed Skilled Nursing Facility. Ran both Manzanita and Willits facilities simultaneously.

•Care West Manteca, Manteca, CA - 99 Bed Skilled Nursing Facility

•Quincy Nursing Center, Quincy, CA - 57 Bed Skilled Nursing Facility

•Cedars Convalescent Hospital, Red Bluff, CA- 59 Bed Skilled Nursing Facility

•April 1978 to August 1980: Medical Records Clerk, Office Manager, AIT

•Quincy Nursing Center, Quincy, CA - 57 Bed Skilled Nursing Facility

•Promoted 3 times in 2 years.

•Collected one quarter of a million dollars in outstanding Accounts Receivable.

April 1988 - March 1990 ARA Living Centers, Dublin, CA

Regional Director of Operations

Started as an administrator in Driftwood Salinas a 99 Bed Skilled Nursing facility. After 4 months I was transferred to Driftwood Fremont a 126 skilled nursing facility with a decertification in progress. The facility passed resurvey with in one month of my arrival. Reduced the registry staffing from $50,000 per month to zero.

Promoted to Regional Director of Operations within two months.

Responsible for reviewing all Medicare Cost Reports for accuracy and maximization of reimbursement for all Northern California facilities.

Accomplishments and Awards

1980 Casa Blanca Homes Strive for Excellence

1983 Care Enterprises Award for Highest % Profit

1985 Care Enterprise For Achieving Excellence

1985 Care Enterprises Performance Award

1986 Care Enterprise Award for Highest % Profit

1993 Care Enterprise Award for Highest % Profit in

Region while Achieving Maximum Quality

1994 No. Calif Activity Council Administrator of the Year

1994 Regency Health Services President’s Award (For

Outstanding Performance)

1995 Regency Health Services Administrator of the Year Award

1996 Regency Health Services Regional of the Year Award

2005 Mariner Healthcare Quality of Life Award

2007 Sava Senior Care Blue Ribbon Award for Excellence

Professional Organizations

Delta Chapter CAHF –Secretary/Treasurer 6 years, twice for a total of 10 years

Plumas County HSA Board (Health Systems Agency) 3 years

Sierra Chapter, CAHF, Secretary 3 years, Delta Chapter, CAHF President 4 years.

Many local community based organizations in all areas of California.

Member of the Bio-ethics committee, Petaluma Valley Hospital

Participant in pediatric-care hearings in Sacramento as an expert witness

Special Skills

Word Perfect, Word, Lotus 123, Excel, Power Point, Internet, Typing 60 wpm

Microsoft Outlook, DSSI, and a variety of Kindred systems


Available upon request.

Contact this candidate