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Manager Customer Service

Location:
Chandler, Arizona, United States
Salary:
80,000
Posted:
August 24, 2018

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Resume:

John Ellis

Skilled Director/Consultant

**** ****** ****** **.

Las Vegas, NV 89117 ac6shc@r.postjobfree.com - 480-***-****

John Ellis is an experienced Director/Consultant with over 25 years of direct administrative and organizational experience in Health Care. He is currently responsible for a wide range of assignments including Drug and Alcohol Treatment Facility program design and development, In patient and Out Patient Programs service structure, and regulatory and compliance improvement activities. This includes program evaluation, Quality Management, Joint Commission accreditation survey preparation, intracycle monitoring, and client service management, client engagement and retention.

WORK EXPERIENCE

Senior Consultant

Ellis Consulting Services - Las Vegas, NV - 2018-06 - Present

Compliance and Performance Improvement

Responsibilities: Achieve compliance, accreditation and regulatory efforts for Treatment programs nationwide ensuring high quality and safe client care while mitigating risk. Develop and implement strategic plans, policies and procedures and infrastructure based on deep industry knowledge and experience which embrace and support the vision, mission and values of the organization.

Director of Organizational and Corporate Development

Las Vegas Recovery Center - 2018-01 - 2018-06

Responsibilities: Provide guidance and oversight to all program development

Strategic planning and organizational design. Create successful work groups on Program metrics client outcomes, and performance improvement.

Senior Consultant Recovery Consultants - 2012-03 - 2018-01

Responsibilities: Leading successful compliance, accreditation and regulatory efforts for over 30 Treatment locations nationwide ensuring high quality and safe patient care while mentoring staff. Implement effective and compliant plans, policies and procedures and infrastructure based on deep industry knowledge and experience with insights, tools and resources for continuous quality improvement in support of the vision, mission and values of the organization.

Corporate Director of Human Resources/Family Communications Transitional Living Corporation -

2009-12 - 2012-03

Responsibilities: Manages and oversees the organization's Human Resources Department. Develops compliant Human Resources policy and employee guidelines.

Provides case management and family coaching strategies and consultation to residents and families.

Business Consultant Ellis Consulting Services - 2008-11 - 2009-12

Responsibilities: Provided consulting services to private industry including business processes, risk management, strategic planning, project

management, program evaluation and feasibility studies. Business segments of specialization include healthcare centers, non-profit organizations, and treatment facilities.

Corporate Director of Risk Management and JC Compliance

Remuda Ranch Center for Anorexia and Bulimia - 2006-08 - 2008-10

Responsibilities: Develops and oversees the organization's Risk Management Program. Provides direction, oversight, and consultation relative to contractual agreements, complaint mitigation/ resolution, and environment of care considerations. Directs and updates company-wide compliance program, Conducts on site evaluation, assessments and reviews to assure conformity with various State and Federal Laws. Completes all new and current accreditation and licensing materials for State inspections and Joint Commission Accreditation surveys.

Experienced Manager, Business Consulting

KPMG

2002-06 - 2006-01

Responsibilities: Provide consultation to Healthcare Leadership and other key clients on a variety of services, including health care delivery, client management systems, strategic planning, organizational design, business processes, and program evaluation. Participate in and coordinate client relationship and project management.

Experienced Manager, Business Consulting

Arthur Andersen, LLP - 2001-10 - 2002-06

Responsibilities: Provide consultation to Healthcare Leadership and other clients on a variety of services, including health care delivery, client management systems, strategic planning, organizational design, business processes, and program evaluation. Perform all solution segment activities related to business development. Coordinate client relationship and project management. Design and execute strategic development of Native American Consulting Practice. Act as liaison and firm representative with other related business and industries.

Executive Director, Department of Health and Human Services

Salt River Pima-Maricopa Indian Community - 1996-04 - 2001-10

Responsibilities: Leadership and Management of six Divisions within Health and Human Services: Behavioral Health, Health Services, Senior Services, Social Services, Youth Services and Family Assistance. Supervises Division Directors. Monitors and reviews operating budgets. Coordinates goals and objectives to ensure HHS needs of the community are being met efficiently and effectively. Evaluates all programs for progress, efficiency and success. Advises and provides reports to Tribal Administration and Tribal government. Maintains effective and successful working relationships with State and Federal organizations/agencies.

Youth Services Division Director

Salt River Pima-Maricopa Indian Community - 1995-06 - 1996-04

Responsibilities: Direct planning and coordination of Division activities, including overall management of Division components and supervision of staff. Prepare all narrative statistical and budget reports as required by contracts and Tribal policy. Provide structure and direction for the design and implementation of service programs. Coordinate overall program objectives with other Health and Human Service Divisions. Act as liaison between Youth Services and Tribal departments.

Program Manager/Director of Admissions

San Diego Center for Children - 1987-10 - 1993-07

Responsibilities: Supervise case management activities of children and families. Provide administrative/clinical supervision for social work and child development staff. Develop program budget. Ensure implementation of treatment plans, including aftercare. Interface with other department to provide continuity of care. Act as member of Quality Assurance Council - Utilization Review, Credentialing and Patient Care Monitoring. Act as liaison with funding sources. Coordinate volunteer program. Coordinate all phases of admissions process. Facilitate Intake Conferences and initial treatment plans.

Co-Director; Adolescent Chemical Dependency Unit/Behavioral Health Therapist

West Valley Camelback Hospital - 1986-12 - 1987-01

Responsibilities: Implement and assess Adolescent Chemical Dependency Program. Provide communication and liaison activity between patient, family, and physician. Assess patient population needs and recommend appropriate programmatic changes. Act as primary case manager with specified patients. Facilitate various groups, i.e. chemical dependency, aftercare and parent support. Facilitate inter-disciplinary team meetings.

Program Director/Residential Supervisor

San Pablo Residential Treatment School - 1977-06 - 1986-07

Responsibilities: Coordinate all phases of program components within agency. Develop program goals and agency standards. Monitor childcare, interview and hire staff. Orchestrate treatment conferences and team meetings. Provide emergency support and assistance as required. Develop Treatment Program and school curriculum.

EDUCATION

M.S.W. Administration and Planning

Arizona State University 1995-05

BS in Secondary Education

Northern Michigan University 1977-06

SKILLS

COMPLIANCE, QUALITY MANAGEMENT, PLANNING, CUSTOMER SERVICE, HEALTHCARE

ADDITIONAL INFORMATION SKILL PROFILE SUMMARY

Extensive work history over 25 years providing superior quality leadership, consultation, and administrative services to healthcare organizations and treatment programs.

Proven ability to successfully manage, administer and coordinate projects, programs and personnel to provide optimum levels of quality service delivery and superior results.

•Expertise in program administration/program development

•Proven effective leadership and results oriented organizational management

•Strong marketing and customer service skills

•Successful networking/negotiation with community partners

•Strategy focused/highly analytical

•Effective strategic management of improvement and change

•Consistently exceeds expectations in job performance

•Self-motivated/seeks both challenge and structure

•Excellent verbal/written communication skills

COMPUTER SKILLS/ABILITIES

Microsoft Office including Word, Excel, PPT, WordPerfect, Management Information



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