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Customer Service Medical

Tempe, AZ
October 23, 2018

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Results focused, customer service oriented Healthcare Administrator/Manager with 30+ years’ experience in healthcare including acute, sub-acute, certified and long-term care settings. Proven excellence in starting up and carrying out complex new projects. Through triage and collaboration, I allow employees to use their strongest abilities, giving them a feeling of accomplishment. Highly responsible, persevering, organized, disciplined and determined with a proven ability to work under pressure and remain focused with excellent prioritization skills.


Healthcare Administration/Management

Over thirty years of management experience in healthcare organizations

Operational oversight patient care and services for 170-bed SNF

Managed 7 direct-report mid-level managers

Skilled nursing and medical needs for 24-bed complex neurobehavioral rehab clients

Extensive experience with JCAHO and CARF Standards and Regulatory Surveys

Comprehensive knowledge of Medicare/Medicaid regulations and Managed Care Organization guidelines

Substantial understanding of budgeting, staffing, program development and staff development

Program Development

Increased Certified Skilled Nursing bed capacity by 100%

Wrote and initiated Facility Policy and Procedure for professionals to comply with regulatory requirements

Designed and implemented “Best Practice” Patient Centered Medication Administration that resulted in better patient service and reduced staff workload during shift

Implemented chemotherapy client/family education program

Developed multiple annual staff trainings with PowerPoint for 75-125 staff

Conducted in-service trainings across all shifts for specialized medical needs

Customer Service

Direct Liaison with all Physicians and licensed practitioners, weekly Physician Rounds

Direct interaction with managed care client’s medical concerns

Liaison with Physicians and licensed practitioners to resolve customer service issues


Learning Services Neurobehavioral Institute 2009-2018

Kaiser Permanente Denver 2006-2009

Longmont United Hospital 2000-2005

Boulder Manor Progressive Care Center 1989-1999


Metropolitan State University BS Health Care Administration/Management 2006

Kansas University Medical Center Bachelor of Science in Nursing 1984


Certified Brain Injury Specialist, Train the Trainer, CPR/AED

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