Customer Service Medical

CALVIN D MARSHALL

****A W. **th Pl, Los Angeles, CA 90043 H- 323-***-**** C- 213-***-**** ****************@*****.***

Professional Summary

LONG-TERM CARE ADMINISTRATOR (NURSING HOME AND ASSISTED LIVING) -

A veteran with 23 years of experience within the Veterans Health Administration (VHA) with a successful Federal career in long-term care serving veterans for more than 15 years. *Improved financial management in long-term care by assessing the need for healthcare services, performing comparison studies, evaluating procedures, developing action plans, and projecting expected outcomes. *Improved access to care through community involvement and establishing community-based outpatient clinics.

In June 2012, completed 140 quarter hours toward a Doctorate Degree in Health Services at Walden University; finished all the coursework except the dissertation. Patient-Centered-Care was the specialty emphasized in all program work, focusing on the idea that long-term care staff’s performance and satisfaction can be improved in a patient-centered-care environment through training and development.

Skills

Leader in coaching, mentoring, training and development in motivating long-term care employees in customer service and equal employment opportunity.

Developed long-term care and acute care customer service programs within VHA that identified excellence in service as defined by veterans and their families.

Redesigned quality programs; including managed care, technical quality and quality improvement.

Developed Equal Employment Opportunity (EEO) Programs that decreased complaints and improved employee satisfaction.

Enhanced and improved healthcare processes that developed into new long-term care services.

Improved financial management skills by assessing the need for healthcare services, performing comparison studies, evaluating procedures, developing action plans, and projecting expected outcomes.

Affiliations

Nursing Home Administration (144 Hour Course) Michigan State University, Graduate School of Management; Member, American College of Healthcare Executives; Member, American College of Health Care Administrators; Member, American Association for Respiratory Care; Contracting Officer Technical Representative Training Program, The George Washington University, Law School, Government Contract Program; Chief Administrative Officer and Instructor's Credentials for California Community Colleges; Member, Alliance of Professional Health Advocates.

Work History

Staff Trainer &Developer 07/2013 to Current

MARSHALL CONSULTING SERVICE – LOS ANGELES, CA

Respiratory care and long-term care consultant, coach and educator for long-term care staff and family members of nursing home residents in customer service procedures.

Nursing Home Administrator In-Training 03/2013 to 06/2013

LONGWOOD MANOR CONVALESCENT HOSPITAL – LOS ANGELES, CA

Completed 200 hours of training under a California approved preceptor as an Administrator-In-Training to update my Nursing Home Administrator (NHA) skills before sitting for the California NHA Examination. I completed training in the following areas: Physical Plant (75 hours), Required Skilled Nursing Services (50 hours), Administration (50 hours), and the Omnibus Budget Reconciliation Act (25 hours). I also accepted the assignment to chair the facility's safety committee and functioned as a change agent to improve staff's safety awareness and safety preventive measures. Implemented and maintained a system that corrected problems in the areas of safety, accessibility, sanitation, and infection control.

Nursing Research Assistant 04/2012 to 08/2012

GREATER LOS ANGELES VA MEDICAL CENTER – LOS ANGELES, CA

Helped the Associate Chief Nurse for Research and Education and facility researchers to continue to be a change agent in patient-centered- Care and performance improvement procedures at the Los Angeles VA Medical Center. Worked on improving staff performance, educating and developing nursing staff on what is exceptional patient care service, and helping in any capacity that improved veterans' and staff’s satisfaction in the services provided at the Medical Center.

Respiratory Care Staff Educator 01/2008 to 03/2012

Marshall Consulting Service – VA & CA

Long-term care respiratory consultant and trainer for respiratory staff; worked with department managers to develop and implement a plan to improve their staff’s performance in providing respiratory services to patients being treated within their medical centers.

Long-Term Care Administrator 04/2004 to 09/2007

Veterans Health Administration WASHINGTON – DC

Researched, developed, taught, and wrote responses on inquiries from congressional, state and city officials regarding VA Capital Asset Realignment for Enhanced Services (CARES) healthcare initiatives to meet the current and future health care needs of veterans for the 21st century. CARES was a system-wide process to prepare the VHA for meeting the current and future health care needs of veterans in modern health care facilities. CARES addressed the appropriate clinical role of small facilities, vacant spaces, the potential for enhanced use leases and the consolidation of services and campuses. In May 2004 the VA issued a decision document which served as VHA’s compass for capital planning decisions which were incorporated in VHA’s strategic planning process.

Assistant Medical Center Director 08/2002 to 04/2004

VA MEDICAL CENTER – DETROIT, MI

Appointed; Assistant Medical Center Director at the Detroit VA Medical Center which was the final training assignment in the VHA Executive Career Field (ECF) development program. Administrator for the following: Environmental Care Program, Environmental Management Service, Medical Center’s customer service, EEO, and minority veterans programs. Hired, disciplined, evaluated, awarded and fired staff. Developed and approved plans for programs and services. For eight years a master trainer for VHA Treating Veterans with Care program, which started at the Battle Creek VA Medical Center. I was the leader in developing a medical center customer service awareness program for all staff that was based on survey results provided by veterans. .

Executive Assistant/Long-Term Care Administrator 10/1990 to 08/2002

VA MEDICAL CENTER – BATTLE CREEK, MI

Established several continuous quality improvements and managed care programs for long-term care services for the Battle Creek VA Medical Center. I played a leadership role in the successful passing of three JCAHO accreditations with no Type 1 deficiencies in long-term care. I was also 2001-2003 President for the Michigan chapter of the American College of Health Care Administrators (ACHCA).

I was selected to the VHA Executive Career Field Program (ECF) in 2002. This was two year training program for the development of senior managers within VHA. For my six month orientation I functioned as the executive assistant to the network director of the Veterans Health System for Michigan & Indiana.

Health System Specialist Trainee 11/1989 to 10/1990

VA MEDICAL CENTER – LONG BEACH, CA

I was trained in the development of the VA Medical Center's budget, VHA network socio-economic program and VHA network operations. I was also chairperson of the facility prosthetic implementation team; active member of veterans' satisfaction committee and chairperson of the medical center's employee education committee.

Administrative Officer, Nursing Service 01/1988 to 09/1990

VA MEDICAL CENTER – ALLEN PARK, MI

I was appointed administrative officer for the Chief of Nursing Service, and developed a customer service program for nursing service that improved the customer satisfaction of inpatients and outpatients at the VA Medical Center. I also established several continuous quality improvements and managed care program indicators for clinical services at the Allen Park VA Medical Center. I took a leadership role and successfully passed JCAHO accreditation for nursing service with no Type 1 deficiencies.

Department Administrator 09/1983 to 12/1987

SCPMG, KAISER PERMANENTE – LOS ANGELES, CA

I was manager of Respiratory Care Services, which included respiratory therapy, pulmonary function, and an arterial blood gas laboratory. I also functioned as respiratory care instructor to medical residents, and student nurses studying current respiratory care practices .I was elected president of the California Society of Respiratory Care for two concurrent years.

Manager, Respiratory Care Services 08/1981 to 08/1983

ST VINCENT MEDICAL CENTER– LOS ANGELES, CA

I was Director of Respiratory Care Services and taught didactic and clinical respiratory care to staff, Medical students and nurses. Annually I developed and implemented a department budget and resource allocation plan for the respiratory care department that was developed to help achieve the strategic goals of the Medical Center which were consistently developed to be in-line with the medical center’s mission and vision.

Program Director, Respiratory Care 06/1977 to 06/1981

COMPTON COMMUNITY COLLEGE – COMPTON, CA

As program director of an accredited respiratory care program in a community college, I was the head teacher for didactic and clinical respiratory care training. I also developed the process with input from the clinical sites to teach medical residents and nursing students respiratory care procedures during their clinical rotation. As program director, I was annually responsible to develop and implemented a program budget as well as evaluate the performance of the teachers within the program. I made curriculum changes that were current with the respiratory care practices at various medical centers.

Chief, Respiratory Therapist

VA MEDICAL CENTER – LOS ANGELES, CA 01/1973 to 06/1977

I was the department manager for Respiratory Care Services. I annually developed and implemented a budget and resource allocation plan for respiratory care that was presented to the executive resources committee and forward to VHA headquarters for approval. As the administrator for respiratory care services, I also implemented and maintained a system that corrected problems in the areas related to respiratory care including infection control. I had to work with medical center service chiefs to create and maintain an overall quality control respiratory care environment within the VA Medical Center and addressed problems as they were identified.

Cardiopulmonary Instructor/Technologist

UNITED STATES NAVY – Vietnam Era Veteran 8 years

Hospital Corpsman trained at the San Diego Naval Hospital. I became a cardio-pulmonary instructor for the program for two years. Taught US Naval and US Air Force medical personnel; didactic and clinical training classes. For fourteen months; I was the independent hospital corpsman for the US Navy Seabees providing the medical needs for Marines and Navy Seabees using the Saigon River on route to Da Nang in Vietnam.

Education

Masters of Arts, RESPIRATORY CARE ADMINISTRATION 1978

GODDARD COLLEGE – Plainfield, VT

Learned to develop myself as a financial manager for respiratory care, and how to plan, prepare and deliver a budget. My final project was to develop my ideal budget for a respiratory care department. What I learned became a part of my career development plan as a manager within the health care Industry. I also learned to work with different departments, developing their needs. This was the basis for my success as a manager in the health care system.

Bachelor of Arts: BUSINESS ADMINISTRATION 1976

WINDSOR UNIVERSITY - Los Angeles Area Division

Learned terms and language used in financial management world by business professionals and the health care industry. Also, learned to develop, justify and implemented a budget focusing on how to use limited resources to accomplish the business needs of an organization.

Additional Information

CERTIFICATES & LICENSES

Licensed Nursing Home Administrator, California #NHA 7757

Licensed Residential Care for the Elderly Administrator, California #602-***-****

Licensed Vocational Nurse, California #U 98668

Registered Respiratory Therapist #1373

Licensed Nursing Home Administrator, Michigan #480*******

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