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Mental Health Customer Service

Fort Wayne, IN
November 15, 2018

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**** ******** ***** **** *****, IN *6835 e-mail: Cell: 260-***-****


.Directing a myriad of different professionals in highly complex industries.

.Heavy client interaction, consulting, fiscal management, and education experience.

+.Managing multiple priorities in a diverse workplace.

.Advanced skills in patient/client troubleshooting/problem solving.

.Highly successful marketing and PR history in several distinct business areas.

.Over 25 years of extensive customer service and 14 years of case management.

-Advatar, Provide, MedForce, 1st In-1st Out Inventory, Peachtree, Advocare, Chronos, icims, software.


Health Care Administrator/Consultant

The Residential

Bowser Avenue Health Care

Hunt’s Health Care

Lakeland Nursing Center

*hold current license in health care administration

Program Manager

Bi-County Services

December, 2016-present

Bluffton, IN 46714

Began at this Medicaid Waiver service provider to the DD and disabled popu-

lations. Work with case managers, hourly staff, and service providers in authoring

goals, objectives, ISP’s, monthly/quarterly/annual reports, CST’s, risk plans, and

other training programs for clients. Also supervise all medical, medication,

mental health, housing, budgeting, employment, and benefits coordination for


HR Consulting

RICEP, Inc. HR Consulting and Marketing Firm

January, 2015 - December, 2016 and also September, 2009 - October, 2010

Fort Wayne, IN 46845 Previously served in this firm in Recruiting and marketing. Consult clients on employment search, resume writing, job networking, employer research. However now performing consulting in standard

operating procedures, policies, and employment handbooks. Also train individuals

in networking, interviewing, and resume building. MS Office and data entry also.

Mental Health Case Management

The BOWEN CENTER Community Mental Health Center

November, 2012 – January, 2015

Fort Wayne, IN 46808

Case coordinate for behavioral, mental health therapies, health care/medication,

benefits coordination, regulatory adherence, environmental safety, and housing.

Responsible for state and federal daily and monthly reporting and regulatory


Patient Service Technician

ROTECH Medical Equipment (DME) Provider

October, 2011-November, 2012

Fort Wayne, IN 46804

Responsible for managing routes, 02/respiratory/DME product set-up and patient

consultation, assure qualifying diagnoses on on-call situations, inventory control,

diagnostic/repair of equipment, ancillary marketing of services, DOT adherence, assure proper sanitation, storage, and documentation of equipment and supplies, and authoring pertinent delivery and set-up documentation and reporting.

Recruitment/HR Consultant

RICEP Agency

Formerly 718 Broadway, New Haven, IN

September 2010 –November 2011 ; 260-***-****

Consult clients on employment search, resume writing, job networking, employer

research. Also assisted in writing employee handbooks and standard operating

procedures, and provided other working forms for clients. Also served concur-

rently with Advanced Healthcare DME, assisting with problem Medicaid and

third party billings.

Assessment Specialist/Consultant



June 2009 – September, 2010.

Attn: Jeremy Toschlog e-mail:

3483 Forest Fields Dr Nashville, IN 47448, Ph. 812-***-****

-Analyze patient’s health, mental health, and environmental status,

and recommend needed provider services and cost of services.

Perform reporting utilized by health care, mental health, and governmental

providers to procure needed provider services and benefits.

Residential Manager/Case Management and Evaluation Specialist


November 1998 – June 2009

Attn: Sharon Andersen Ph. #260-***-****

-Directed entire workforce in residential care center for MR/DD/Mentally ill

facility. Performed recruitment, evaluation, training, education, budget set-

ting/monitoring functions.

-Designed objectives for both staff service and client learning centers.

-Supervised medical care, psycho-social needs, independent living training,

computer, math, language, and other training needs of a large variety of clients.

Medical and mental health coordinator; and benefits coordinator for clients.

Director of Operations/Client Consultant

EXPRESS MEDICAL New Haven, IN No longer operating.

July 1996 – October 1998

Attn: James Jenkins Ph. 260-***-****

-Improved client relations with sound problem solving/customer service skills.

-Consulted patients on possible Medicare/Medicaid billing coverage options.

-Marketing/PR, budgeting, fiscal reporting, and client consulting services.

-Increased client base and revenue by 12%.

MEDCOR, INC., Formerly at 201 N. Main St., Auburn, IN

March 1994 – July 1996

-Streamlined variable operational expenses.

-Developed the firm’s fiscal, purchasing, and inventory reporting systems.

-Despite smaller size, attained numerous health facility and agency contracts.

-Increased sales to health facilities on big ticket-high margin items.

Other Pertinent Positions

Health Care Administrator/Consultant THE RESIDENTIAL. Butler, IN

Health Care Administrator SHIVE NURSING CENTERS, Angola, IN

Consultant Administrator BOWSER AVENUE, Fort Wayne, IN

-At each of these positions: Responsible for up to 67 employees in seven

departments and eight professions.

Responsible for all recruiting, evaluations, training, personnel

regulatory adherence and workflow design.

Responsible for all marketing, advertising, and community participation.

Responsible for nearly all budget forecasting/monitoring, and for facility

accounting, Medicaid/Medicare/3rd party billing.


Responsible for much of the legal and regulatory adherence and compliance

with up to 1,300 pages of pertinent regulations.

Director Covenant Transport Company formerly in Ft. Wayne, IN

-Increased revenues and reduced variable expenses by similar 15% amounts.

-Improved firm’s image into a viable provider of medical and public transport.

-Organized firm’s operational procedures to improve workflow and bring back

firm previously in Chapter 11 status when I first began my tenure.


NATIONAL UNIVERSITY Associate of Science Degree November, 2014

Major – Golf Club and Resort Administration

Coursework included Administration and Planning, Financial Reporting

And Accounting, Personnel Administration, Merchandising, Marketing and

Public Relations Techniques, Golf Swing Instruction, Inventory Control and

Purchasing, and Turf Management.

INDIANA UNIVERSITY Associate of Science Degree Prior to 2000

Major - Operations Management

Coursework included studies such as labor law, commercial law, human

resource administration, marketing, purchasing, and accounting concentrations.

PURDUE UNIVERSITY Bachelor of Science Degree Prior to 2000

Major - Supervision

Coursework included studies such as problem solving, labor law, human resource

regulatory adherence, computer programming, concentrations in mental health,

Marketing, purchasing, and master’s study in staff training/development, and organizational development.

** I also have over 620 continuing education units in health care administration,

Financial management, Medicaid/Medicare/3rd Party billing, strategic marketing

and PR management, nursing and patient care management, and medical equip-

ment diagnostics, repair, and user information.

*** Also previously licensed in Real Estate and certified in Business Brokerage to eval-

uate companies financial stability and salability.


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