Customer Service Administrator
Resume:
KENNETH E. WATSON
Houston, TX 77084
281-***-**** Home
832-***-**** Cell
**********@*********.***
SUMMARY
Seventeen years of professional health care experience including Administrator roles with P & L responsibility in hospital, long term care,
and assisted living facilities. Effective at building collaborative relationships with providers and referral sources. Possess proven
experience in the continuous improvement process resulting in customer service enhancement and significant revenue increases.
PROFESSIONAL EXPERIENCE
REGENCY HEALTHCARE – Victoria, TX December 2014 – Present
HARLINGEN NURSING AND REHABILITATION CENTER – Harlingen, TX December 2014 – January 2015
Interim Administrator
• Provide interim leadership between permanent administrators
JEFFERSON NURSING AND REHABILITATION CENTER – Beaumont, TX January 2015 – Present
• Provide interim leadership during transition in which I have hired and am training an AIT to replace me
CYPRESSWOOD HEALTH AND REHABILITATION CENTER – Houston, TX November 2014 – December 2014
Interim Administrator
• Prepared and led facility successfully through DADS Annual Inspection resulting in corrective actions and desk review clearance
SUGAR LAND HEATLHC CARE CENTER – Sugar Land, TX December 2013 – October 2014
Administrator
• Increased skilled census by 50% during my first 30 days of employment through effective networking with hospital case managers
and physicians, and did so without a marketing director
• Implemented daily and weekly clinical audits and MDS reviews to ensure ongoing clinical excellence
• Implemented a 72 hour Customer Satisfaction Survey process that included face-to-face meetings with families
• Implemented Kitchen sanitation protocols and cleaning schedules
WOODWIND LAKES HEALTH AND REHABILITATION – Houston, TX March 2013 – September 2013
Interim Administrator
• Prepared and led facility successfully through DADS Annual Inspection resulting in corrective actions and desk review clearance
• Implemented new budget request for clinical staffing to achieve enhanced financial and operational success
• Collaborated with regional and corporate leadership to further enhance a new 24-bed private short term rehab unit
LIFE SOLUTIONS HOSPICE CARE, INC. – Katy, Texas December 2012 – March 2013
Business Development Manager
• Expanded referral base by developing new contacts, especially physicians, case managers, and facilities which are not currently
served by our company.
• Meet with families of potential patients and get consent paperwork signed
• Developed new marketing collaterals
CASA RIO HEALTHCARE AND REHABILITATION – San Antonio, Texas June – September 2012
Interim Administrator
• Implemented internal customer service initiatives resulting in decreased discharges to competitor facilities
• Increased census by 20% through effective networking and customer service recovery with hospital case managers
• Recruited an IPC physician group, and a pulmonologist for the ventilator-dependent / trach patient unit
• Streamlined a cumbersome admissions process
• Recruited a DON with extensive experience and effective leadership skills
• Effective with DADS complaint survey inspectors resulting in zero deficiencies in three site visits
• Worked closely with individual families to resolve concerns and to reduce the frequency of concerns
KENNETH E. WATSON
OAKMONT HEALTHCARE AND REHAB CENTER – Katy, Texas September 2006 - May 2012
Diversicare Management Services
Administrator
• Decreased turnover rate from 93% in 2009 to 49% in 2010, and maintained it at 48% in 2011
• Increased annual satisfaction survey from 83% Overall Satisfaction in 2008 to 94% in 2010
• Maintained all clinical key indicators below established corporate goals 2008 – 2011
• Received numerous corporate and industry awards:
o 2009 – AHCA Bronze National Quality Award
o 2010 – CQI Home of the Year, Texas Region, Diversicare Management Services
o 2010 - Received Official Proclamation read into law by Texas State Legislature in Legislative Session recognizing Oakmont
for outstanding care and service to the Katy community
o 2011 – CQI Home of the Year, Texas Region, Diversicare Management Services
o 2011 – Corporate National Home of the Year, Diversicare Management Services. First Diversicare facility in Texas to receive
the top award. Achieved highest composite score (98.1) in 20 year history of award.
o 2012 – Awarded the Administrator of the Year by THCA Activities Professional Council
• Since 2008, QRS scores have been 75 - 94, and Medicare NH Compare ratings have been 4 and 5 Star
• Financial improvements 2008 (1st full year with Diversicare) – end of FY 2011
o EBITDA increased 33%, Net revenue increased 19%, Average occupancy was at 94%, Medicare ADC increased by 8%,
Managed Care ADC increased by 266%, Average Medicare rate increased to $513, Average Managed Care rate increased
to $513
STONEYBROOK HEALTHCARE CENTER – Houston, Texas 2006
Administrator
• Occupancy increased 81% to 93%
• Average Medicare census increased from 10 to 26 by July 31
• Overtime decreased to 3% of total labor hours
• Started up a wound care program with contracted plastic surgeon to do bedside procedures
• QRS score increased to 81
NEXION HEALTH 2005
Oak Manor – Nacogdoches, Texas
Plainview Healthcare – Plainview, Texas
Beechnut Manor – Houston, Texas
Administrator, Special Projects
• Implemented policies and procedures to clear substandard incident investigation deficiencies.
• Coordinated a 40th anniversary open house event in Nacogdoches.
• Implemented procedures resulting in enhanced communication, organization, and accountability.
• Reduced overtime to less than corporate goal.
• Trained and transitioned new administrators into their new roles in the facilities.
GRANBURY VILLA NURSING CENTER – Granbury, Texas 2003 – 2004
Administrator
Directed the daily operations of a 90-bed skilled nursing facility with specific assignments to monitor and improve accounts receivables
and payables, and census development.
• Increased resident census to 93% occupancy, resulting in a 12% increase in revenue.
• Reduced outstanding receivables by 56% reduction by implementation of collection procedures.
• Built new collaborative relationships with referring professionals in the community resulting in increased referrals.
INTERIM ADMINISTRATOR ASSIGNMENTS: 2000 – 2003
Pilot Point Care Center – Pilot Point, Texas (2003)
Directed the daily operations of a 63-bed skilled nursing facility with interim assignment to clear all substandard survey and incident
investigation deficiencies.
The Hampton at Willowbrook – Houston, Texas (2001 – 2003)
Directed daily operations of an assisted living community with 52 licensed Type A units and 16 Type B units for residents with Alzheimer’s
and other dementia-related diagnoses
• Implemented new scheduling and labor tracking procedures resulting in reduced labor hours, especially overtime.
KENNETH E. WATSON
• Increased average occupancy from 70% to 88% with effective marketing communication with families.
• Implemented communication with families and residents resulting in improvement of customer satisfaction scores.
Ashford Gardens Nursing Facility, Cantex – Houston, Texas (2000 – 2001)
Directed daily operations of a 119-bed skilled nursing facility.
• Focused on collections, billing, and labor expense reduction resulting in 23% increase in earnings.
• Initiated marketing team initiatives resulting in a 30% increase in average Medicare census.
• Eliminated agency labor expense resulting in stabilization of staff, and a 35% reduction in labor expense.
Highland Hills Healthcare and Rehabilitation Center – Austin, Texas (2000)
Assisted the managing partners of a new management company in all aspects of a purchase and change of ownership from Omega
Health Investors/Atrium Living Centers to Real Care, Inc.
MEMORIAL HERMANN HEALTHCARE SYSTEM – Houston, Texas 1996 – 2000
Special Project Assignments, Memorial Hermann Healthcare System (1998 – 2000)
• MH Behavioral Health Center – Assisted in redesign of new Patient Access Center and conducted statistical time studies of patient
admissions thereby significantly improving patient wait time.
• University Place Retirement and Nursing Center – Interim Executive Director for a 184-unit CCRC with an attached 60-bed skilled
nursing center.
Administrator / Director, Support Services, Spring Shadows Pines/Memorial Rehab Hospital (1997 – 1998)
In addition to directing the Nursing Facility, directed the Support Services departments – Clinical Nutrition, Food Services, Maintenance,
Business Office, Social Services, Medical Records, Security, and Marketing.
• Worked with department managers and Patient Satisfaction Improvement teams increasing satisfaction scores.
• Served on System Councils including Community Benefits and Corporate Communications.
• Recognized by employees for being visible in the facility and willing to listen to concerns facilitating positive morale.
Administrator, Spring Shadows Pines Nursing Facility (1996 – 1997)
Directed the daily operations of a 125-bed skilled nursing facility, including a 43-bed Special Care Unit.
• Initiated communication strategies with families and staff, resulting in improved staff morale.
• Implemented a new inquiry tracking system to be used in market analysis.
• Facilitated an action plan with a multi-disciplinary clinical team based on a regulatory survey resulting in a 100% resident restraint
reduction and a subsequent recognition in a system-wide health fair.
EDUCATION
Bachelor of Science in Chemistry, Minor in Biology
Stephen F. Austin State University, Nacogdoches, Texas
Nursing Facility Administrator Certification
San Jacinto College, Pasadena, Texas – 1995
LICENSURE
Licensed Nursing Facility Administrator (LNFA)
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