Nursing Home Customer Service

Stephen Sporn, ND, MPA, NHA

*** ***** ******, # *, *************, NY 14221 206-***-**** ********@*********.***

NURSING HOME ADMINISTRATOR

SUMMARY OF QUALIFICATIONS:

• Innovator and promoter of Natural Eldercare policy and treatment protocols

• Experience with budgeting, financial forecasting, reporting

• Excellent communication and collaboration skills with nursing home departments

• Experience in marketing programs and improving quality of patient care and customer service

• Outstanding networking and communication with community and clinical outreach

RELEVANT EXPERIENCE

Administrator, Guilderland Center for Rehabilitation and Extended Care Facility, Guilderland, NY, April, 2015 – present

• Managed a 127-bed nursing home consisting of 9 departments and 145 staff with a 95% census average

• Supported training of Assistant Administrator

• Established rounding protocols to ensure regulatory compliance of facility operations

• Established policies and procedures for continuity of care concepts with residents and staff training

Interim Administrator, The Grand Rehabilitation and Nursing-Chittenango, Chittenango, NY, Sept., 2014 – March, 2015

• Maintained a 97% occupancy rate during position

• Managed an 80-bed nursing home consisting of 9 departments and 125 staff

• Supported contacts with area hospitals, doctors groups, and ancillary providers to enhance resident care

• Established rounding protocols to ensure regulatory compliance of facility operations

• Administrator rights training level for Point RF “No Wander Guard” system

Administrator, Messenger House Care Center, Bainbridge Island, WA, December, 2013- May, 2014

• Managed a 96-bed nursing home consisting of 9 departments and 125 staff

• Supervised best state survey results in previous 7 years reducing F-tag number from 9 to 7

• Established enhanced contacts with area hospitals, doctors groups, and ancillary providers and other ALFs

and SNFs to enhance resident care

• Enhanced communication with area regulatory to ensure facility operations and standards for established

policies and procedures

• Recruited and hired 5 Department Heads to re-establish local and historical facility reputation

Administrator, Camden Care Center, Minneapolis, MN, June, 2013 – December, 2013

• Managed a 87-bed nursing home consisting of 10 departments and 137 staff

• Established contacts with hospitals, doctors groups, and ancillary providers to enhance resident care

• Communicated with Ombudsman, local Department of Health official and state Department of Health

officials to ensure facility operations function within the bounds of established policies and procedures

Administrator, Blossom Health Care Center, Rochester NY, December, 2012 – February, 2013

• Managed a 80-bed nursing home consisting of 10 departments and 85 staff

• Reviewed and updated 50 job descriptions and 95 policies and procedures for facility

• Established contacts with four local hospitals’ admissions departments to enhance resident referrals

• Implemented a recycling program to create a new funding source for Activities projects

• Communicated with Ombudsman, local Department of Health official and state Department of Health officials to

ensure facility operations function within the bounds of established policies and procedures

Administrative Intern, Our Lady of Peace, Skilled Nursing Facility, Lewiston, NY, October, 2011 – April, 2012

• Created time saving spreadsheet with potential time savings of two to five hours per week

• Reviewed case mix (RUGS) effect on budget preparation while assisting in compiling statistics for two Medicaid

and Medicare Cost reports

• Human Resource functions including benefits plans, salary and wage and processed payroll

• Proficiency in MDS 3.0 system for billing, RUG scores, and ADL’s for managing resident care plans

• Reviewed ordering procedures and inventory control system used by the facility and participated in three inventory

control projects for facility

• Continuous rounding with residents in the facility to ensure positive staff interaction

• Medical records filing, storage, transporting, disposing and record review in compliance with HIPPA

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Wellness Doctor, American Western States Insurance Company, Foster City, California, October, 1993- May,1995

• First Wellness Doctor in the United States and for the country’s first alternative healthcare plans and Preferred

Provider Organization Network

• Saved the company over $250,000 in office visits to practitioners over a 14 month period

• Managed six immediate staff including four other doctors while providing sales and marketing strategies to sales

staff in six Western states

• Set accreditation standards for over 400 practitioners which served over 8,000 insurers

• Wrote the standards for a telemedicine information “Wellness line”, as well as managing and setting standards on

Complementary and Alternative Medicine (CAM) therapies and certification standards for CAM practitioners in

the insurance program

Medical Director/Owner of Healthy by Nature, Naturopathic Practice, Williamsville, NY, 22+ years From 1982

• Solo naturopathic physician, supervised one to three staff for the operation of a natural family practice

• Oversaw billing, accounts receivable and accounts payable, supply ordering and inventory, records management

and regulatory administration

• Maintained networks in the community with other practitioners, allied health providers, governmental and support

agency liaisons and vendor and sales contacts

ADDITIONAL EXPERIENCE

Consultant, Alternative Link, LLC, 1999-2007

Consultant, Women and Children’s Health Research Foundation, 2002-2003

PROFESSIONAL AFFILIATIONS

Board of Director positions held in state naturopathic organizations including:

Missouri, 2003-2007, New York, 2000-2003, Texas 1995-2000, California 1988-1995

NIH CAM Grant Working Group, University at Buffalo, Buffalo, NY 2002-2003

Member, Kaleida Community Council, Buffalo, NY, 2002-2003

CONSULTANT POSITIONS

Consultant to Margaret Burhmaster, Director, Office of Regulatory Reform New York State Department of Health, Albany,

New York, 2000-2007

Consultant to the State of Arkansas, Consumer Protection Division, Attorney General’s office, Lamar Davis, Assistant

Attorney General, Naturopathic standards, 2004-2006

Consultant, Curriculum Development, Daemen College, Amherst, New York, Bachelor of Science, Health Care Studies

Program, NYS HEGIS No. 1299.00, 2002

LECTURER

Invited Speaker, “What the Sandwich Generation Needs to Know: Making Sure Your Parents are Safe and Secure when

they need care in the future”, Our Lady of Peace, Lewiston, NY, March, 2012

Invited Talk, Integrating Naturopathic Training in Academic Medical Centers, Buffalo Niagara Integrative Medicine

Conference, 2002, Buffalo, NY

EDUCATION

Master of Public Administration, Missouri State University, Springfield, MO, 2004- 2006

Doctorate Degree in Naturopathic Medicine, National College of Naturopathic Medicine, Portland, OR, 1982

LICENSES

Maryland Nursing Home Administrator # R1930 current through 4/14/2017

Ohio Nursing Home Administrator # 6858 current through 2015

Pennsylvania Nursing Home Administrator #NH007436 current through June 2016

Massachusetts Nursing Home Administrator # 5415 current through 2015

New York Nursing Home Administrator, # 05555 current through 2015

State of Oregon, Doctor of Naturopathic Medicine, # 537 current through 2015

CERTIFICATES

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Conflict Dispute Resolution Certificate Program, Missouri State University, Springfield, MO, May 2007

Certified Nursing Assistant, New York State Department of Health, # 343214080112E, 2012

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