Project Manager Customer Service
Resume:
Catherine Scoville
Columbia Heights, MN 55421
*********@***.***
Objective
I am an experienced and licensed Skilled Nursing Home Administrator in the states of Minnesota and New Mexico. Due to family needs, I moved back to Minnesota from New Mexico in November 2013. I have a proven track record in reducing conflict and establishing cooperation interdepartmentally, while working in a coordinated and interrelated way within the normal structure of the organization to increase quality and reduce costs. I have a passion to serve the elderly.
Key Achievements
Good Samaritan Lutheran Evangelical Society
• Established falls prevention program that reduced facility falls by 12.5% in 4 months
• Transitioned ownership of a facility from Good Samaritan to the Callaway, NE
community
• Established Restorative Program
Professional Experience
Videll Health Care (02/14-current) Licensed Nursing Home Administrator
• Lead an 87 bed skilled facility
• Lead a team of 10 managers with a span of control of 125 employees
• Manage facility risk
Good Samaritan Lutheran Evangelical Society (08/12-01/14) Licensed Nursing Home
Administrator
• Lead an 86 bed skilled facility with 12 assisted living units and 12 senior living
apartments
• Lead a team of 10 managers with a span of control of 125 employees
• Develop and manage budget
• Partner with Aegis Therapies to increase therapy minutes
• Expert in Medicare and Medicaid regulation
• Provide guidance with various reimbursement sources and regulation
• Manage facility risk
•
• Ameriprise Financial (02/96-12/11) Service Consultant/Project Manager
•
• Key Achievements
•
• Project leader in New Business call center operations
• Increased call answer percentage to meet 80/20 goal
• $18,000 cost savings in overtime by cross training with other departments
• Achieved 100% same day processing for Insurance and Annuity New Business
• Implemented Point of Sale agreement with targeted advisors, wholesalers and Regional
Case Managers
• Process mapping and streamline of 200 processes for New Business operations
• 2008 Innovation projects experienced a cost savings of $305,000
• 2004 American Express Chairman Award winner for work on Six Sigma Business
Transformation project, which achieved 30% cycle time reduction and a $208,000 cost
savings. This project redesigned the communication process for delivery requirements
necessary to place insurance policies, which was a large contributor to the reduction in
cycle time.
• 1998 American Express Service Ethics Award winner.
•
• Professional Experience
• Established in new business operations analysis, documentation, development, and
implementation of quality control and process improvements.
• Manage change, risk and deliverables with interdependent cross functional processes
• Business operations reporting
• Root cause analysis and benchmarking
• Lead, maintain, administer and manage all risk audits
• Monthly reporting and system auditing for quality assurance.
• Lead operations process and service improvement initiatives.
• Serve as a liaison and knowledge resource between field force, Insurance Operations
team and throughout Service Delivery.
• Create and document process procedures.
• Process mapping
• System testing.
• Collection and analysis of data for project execution.
• Project management experience in reducing production time, experiencing cost savings,
and in driving company success.
• Influential and instrumental in the communication of process improvements to upper
management and associates.
• Partner and facilitate innovation initiatives by working closely with Team Leaders and
subject matter experts, which consist of training, coaching and mentoring.
• Analyze customer responses to surveys.
• Lead weekly one on one meeting with System Analysts and Administrative Assistant.
Education and Certifications
University of Minnesota, Crookston and University of South Dakota, Vermillion (9/2011 –
12/2012) Studies of Gerontology
Saint Leo University, Saint Leo, FL (4/2001 – 6/2007) Bachelor of Arts in Business
Administration, Health Care Management Specialization. GPA: 3.1.
• Minnesota Licensed Nursing Home Administrator, License #4168
• New Mexico license #2158
• Certified Home Health Administrator, July 2009
• Mini Masters of Project Management certification from the University of St. Thomas,
August 2008.
• Kaizen certified (Comparable to Six Sigma Green Belt).
• Life and Office Management courses I, II, III, IV, and the Accredited Customer Service
designation.
• Proficient in all Microsoft Office Suite programs, including MS Excel and Access.
• Competent in Provision mapping software.
Contact this candidate