Customer Service Quality Assurance
Resume:
GEORGE F. SHOPLAND
**** ****** ***** ** (***) *02
0209
Coopersburg, PA 18036
Experience
KidsPeace
June 2013 to Orefield,
Pennsylvania
Present
Intensive Services
Executive Director
The KidsPeace Children’s Hospital is the 8th largest freestanding children’s psychiatric hospital
in the nation composed of 96 beds, conducting 2400 annual admissions with revenues in
excess of 23 million dollars. Primarily responsible for the clinical and fiscal performance of
this program while ensuring regulatory and administrative compliance with Centers for
Medicare and Medicaid Services, The Joint Commission, Department of Public Welfare and
various managed care organizations.
• Recruited to stabilize programmatic and fiscal aspects of the facility in preparation from
emergence from Chapter 11 Bankruptcy filed by the parent organization – KidsPeace National
Centers.
• Increased budgeted contribution margins by 17%.
• Initiated a rebranding initiative to secure improved branding.
• Decreased annual operating expenses through identification and elimination of redundant
process and positions.
• Hired and trained a leadership team to serve as departmental Directors that led the facility to
successful operation and growth.
Universal Health Services, Inc.
May 2011 to Bradenton, Florida
March 2013
Manatee Palms Youth Services
Chief Executive Officer
Universal Health Services (UHS) subsidiaries own and operate 218 locally-managed facilities,
including 25 acute care hospitals, 187 behavioral health facilities and six ambulatory surgery
centers in 36 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Manatee
Palms Youth Services, a UHS Subsidiary, is a secure 60-bed residential treatment facility
dedicated to the treatment of children ages 5 to 17. Primarily responsible for all aspects of
clinical and fiscal performance of this program while ensuring regulatory and administrative
compliance with Centers for Medicare and Medicaid Services, The Joint Commission, Agency
for Health Care Administration and various managed care organizations.
• Completed market analysis, planning and received corporate approval for a 8.3 million dollar
program renovation of existing facilities and expansion to increase bed capacity by 100%.
• Exceeded budgeted margin by 13% in 2012 and 2011.
• Maintained 97% bed occupancy through introduction of a flexible admissions process.
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• Decreased annual operating expenses through identification and elimination of redundant
process and positions.
• Hired and trained a leadership team to serve as departmental Directors that led the facility to
successful operation and growth.
• Redesigned the organizational structure to create a hierarchical structure that created an
increased sense of ownership and accountability.
• Negotiated contract terms with various insurance providers and managed care companies.
• Improved customer and employee satisfaction by opening lines of communication and
information exchange.
Children’s Service Center Wilkes Barre,
January 2009 to
Pennsylvania
April 2011 Vice President of Residential Services
The residential services within Children’s Service Center are composed of the BridgeView
RTF, a 51-bed co-ed facility for adolescents, the Bennett Home, a 10-bed group home for male
adolescents, and the CRR, a 10-bed co-ed group home for adolescents. Primarily responsible
for the supervision, planning, design and day-to-day operations of the residential services’
infrastructure and programming. Additionally responsible for the supervision of the Director
of Education, this person has oversight of all educational programming within Children’s
Service Center.
• Redesigned the organizational structure to create a hierarchical structure that created an
increased sense of ownership and accountability.
• Created a clinical culture that improved program outcomes, decreased restraints and raised
staff morale.
• Negotiated a 50% increase in educational reimbursement, increasing revenues by an
estimated $135,000.
• Improved admission process that decreased the amount of time for referral review, resulting
in an increased number of admissions and customer satisfaction.
• Developed a service description for a residential treatment program to treat autistic children.
• Refocused marketing efforts to create an improved perception for the surrounding
community and referral sources
KidsPeace
October 1996 to Orefield,
Pennsylvania
January 2009
Children’s Hospital
Hospital Director May 2007
to January 2009
The KidsPeace Children’s Hospital is the largest freestanding psychiatric hospital in the state
of Pennsylvania dedicated to the treatment of children having 68 beds, 1,400 admissions
annually and revenues in excess of 14 million dollars. Primarily responsible for the clinical
and fiscal performance of this program while ensuring regulatory and administrative
compliance with Centers for Medicare and Medicaid Services, The Joint Commission,
Department of Public Welfare and various managed care organizations.
• Expanded bed capacity by 18% resulting in increased revenues.
• Developed efficiencies in the admissions process to capture the largest number of possible
admissions while providing strong customer service to the referral source.
• Designed quality performance indicators to evaluate various aspects of program functioning.
• Secured over $250,000 in grant monies used to enhance therapeutic programming and
technological resources.
• Initiated a redesign of training for all direct care staff to ensure the highest level of
preparation and skill development.
• Refocused marketing efforts to create an improved perception for the surrounding
community and referral sources.
Community Programs
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Assistant Director of Community Programs April 2004 to May
2007
Oversaw a continuum of outpatient services for children, adolescents and their families, that include
multiple levels of partial hospitalization programs, in-home services, outpatient therapy, case
management and specialized services for clients with an autistic spectrum disorder. These programs
provide services to approximately 450 clients daily, are located in four counties within the state of
Pennsylvania and have an operating budget of 8 million dollars. Community Programs employ
approximately 140 staff members of various educational levels and backgrounds.
• Increase revenue generation through improved billing procedures, documentation practices
and staff training, resulting in a one million dollar positive margin from a one million dollar
loss four years prior.
• Developed performance metrics for each program to quickly evaluate clinical and financial
functioning.
• Created, developed and began marketing a new continuum of services for clients with an autistic
spectrum disorder diagnosis.
• Reorganized the supervisory structure of multiple programs to increase efficiency and decrease
redundancy.
• Implemented a performance based incentive system to increase program productivity and
financial viability.
Residential Admissions
Supervisor of Centralized Admissions March 2003
to April 2004
Supervised a staff of 7 Admission Specialists whose primary responsibility is to assess and
determine placement of newly referred clients to KidsPeace’s Pennsylvania Residential
continuum that is made up of 528 beds. Primarily responsible for accepting and determining
the clinical needs for referrals while balancing the fiscal expectations of the corporation.
• Developed a quality assurance tool that is applied to certain clinical documentation written
by the Admission Specialists.
• Increased the number of admissions by 10% during the last 2 quarters of 2003 through the
application of a new incentive program.
• Decreased the amount of overtime within the department by 75% by analyzing and adjusting
particular work processes.
• Created a new process for emergency residential admissions to provide the opportunity for
admissions into the continuum twenty-four hour a day.
• Computerized a number of statistical reports to increase their accuracy while decreasing the
time required completing them.
Children’s Hospital
Clinical Supervisor October 1996
to March 2003
Supervised a staff of Social Workers, Nurses, and Child Care Counselors in charge of three
inpatient psychiatric units for adolescents. Was primarily responsible for ensuring the clinical
integrity of the treatment milieu through ongoing refinement and supervision.
• Chaired or participated on a number of Intensive Service and Corporate
committees including: Career Ladder Committee, Staff Incentive Task
Force, Hospital Electronic Record Committee, Senior Child Care
Counselor Committee.
• Standardized the systems of behavioral management, group and individual therapy, behavior
modification, and role definition for all Hospital Modules.
• Developed a clinical training for all new Hospital employees to ensure a basic level of
knowledge
when treating the clients.
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• Researched, developed, and implemented the Extended Acute Care Program.
• Participated in the development of a specialized residential program for clients with a dual
diagnosis of mental retardation and mental health.
TeenCentral.Net
Administrator November 1998 to
August 2001
TeenCentral.Net is a website developed to help adolescents worldwide by providing advice on
issues facing teens. Responsible to review the clinical advice, make necessary corrections, and
publish the story on the World Wide Web.
• Participated in the initial development of the website and it’s content.
• Work closely with the site managers in regards to site improvement and training.
• Aided in the creation of public relation materials for marketing and fund raising purposes.
September 1993 to Gloucester County Community
August 1996 Mental Health Center Woodbury, New
Jersey
Director of Children’s Case Management July 1995 to August 1996
Supervised Case Managers in charge of linking and coordinating services for children.
Computed monthly statistical reports to monitor staff productivity and quarterly/annually to
determine continued funding from the State of Pennsylvania. Evaluated the problems in the
delivery of mental health services to children during Systems Review Meetings.
• Participated in the development and implementation of state standards for this program.
• Eliminated previous major statistical errors
• Instituted a new policy for reviewing and ascertaining the causes of denied referrals.
• Created, revised, and computerized various forms.
Director of Children’s Partial Care September 1993 to August 1996
Supervised Masters level therapists. Conducted psychological assessment of prospective
clients. Compiled necessary statistical information. Organized and facilitated various meetings
for the purposes of treatment planning, staff development, and information exchange
• Restructured all aspects of the therapeutic program
• Upgraded documentation procedures to more accurately assess client progress
• Received appointments to a number of boards and commissions including:
The Youth Service Commission for Gloucester County, The Children’s
Coordinating Counsel for the Southern Region, and The Children’s
Assessment Resource Team.
• Acquired numerous Managed Care contracts.
• Designed and produced public relations materials for a variety of programs.
January 1991 to Pike Creek Residential
August 1993 Treatment Center Newark, Delaware
Weekend Coordinator / Therapist
Provided individual, group, and family therapy for adolescents Supervised weekend staff and
planned weekend activities.
• Devised a new system of evaluating and reporting client’s daily progress.
• Developed a program to encourage positive behavior by using financial incentives.
October 1991 to MeadowWood Hospital Wilmington,
Delaware
January 1992 Mental Health Associate
Furnished emotionally and behaviorally disturbed adolescents with individual and group therapy.
Collaborated with other counselors and a nursing staff to discuss treatment interventions. Evaluated
clients within a behavior modification system.
• Created therapeutic groups to address common adolescent issues.
• Trained new employees about policies and procedures.
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The Rockford Center
July 1990 to
Wilmington, Delaware
October 1991 Mental Health Worker
Counseled emotionally and behaviorally disturbed adolescents individually and in a group
setting. Participated in treatment team meetings and developed individualized treatment plans.
• Designed interventions for groups of severely problematic clients.
• Generated ideas for a variety of specialized treatment groups.
Education
August 1993 Temple University Philadelphia, Pennsylvania
Master of Education in Counseling Psychology
State of Pennsylvania Certified School Counselor, Secondary Education
June 1991 University of Delaware Newark, Delaware
Bachelor of Arts in Psychology
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