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Customer Service Management

Canonsburg, Pennsylvania, 15317, United States
January 26, 2017

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Anita Kozel Bise MSCCCSLP Cell: 412-***-****

**** ******* *****

Canonsburg, PA 15317

Professional Summary

I have served as Director of Rehabilitation for 16+ years, Director of Clinical Services for 2 years and was recently promoted to Northeast Regional Director of Operations over 8 facilities in Pittsburgh PA and 2 facilities in Philadelphia PA. My detail oriented approach to leadership has led to high performing rehab teams oriented toward optimal patient outcomes, superior patient satisfaction and accomplishment of staff and healthcare center objectives. This teamwork minded customer service approach has resulted in efficient independent teams and profitable facilities.

My background as a Certified Speech Language Pathologist with Certificate of Clinical Competence (CCC) and my extensive work with the geriatric population provide the foundation for an acute understanding of the Skilled Nursing and Long Term Care. The fluid nature of these healthcare environments demand someone who is driven, inventive, and can identify and successfully implement innovations during this time of critical change. My track record of success and promotion provide evidence that I not only meet that criteria, but regularly exceed expectations.

Skill Highlights

Mentoring leadership style

Proficient in time management

Adept in standardized therapy tests

Team training and supervision

Geriatrics experience

Strategic planning

Quality patient relations

Accountability toward profitability

Thorough knowledge of Medicare regulations

Extensive experience dealing with MDS and training rehab staff on PPS

Aggressive RUG management

Working knowledge of other disciplines, to facilitate interdisciplinary approach to patient management

Expertise in ICD-10 coding

Strong computer and technical skills


B.S. in Speech Pathology and Audiology (August 1991-May 1995)

West Virginia University, Morgantown WV

M.S. in Special Education with minor in Deaf Education (August 1995 – May 1997)

Western Maryland College, Westminster, MD

M.S. in Communication Disorders (August 1997 – May 1999)

California University of PA, California PA

Professional Experience

NE Regional Director of Operations 1/1/2016 – Current – Select Rehabilitation Therapy, Illinois

Specialized in denial management for Medicare Part A & B claims/probes

Identified "focus facilities" to help improve financial performance and set goals

Analyze/review Medicare A probe audits in multi-sites (PA, FL) for content and clinical documentation

Initiated and executed external marketing with facilities to increase community referrals

Managed budgets and insurance contracts for all 8 contract facilities.

Managed Medicare probes with reviewing clinical documentation for decreasing denials for the company

Implementation of Part B Maintenance programs into the facilities for long term care population

Reimbursement experience within healthcare setting

Supervisory/Leadership experience in skilled, acute, long term care settings.

Analyzed ICD 10 coding within documentation to maintain accuracy within the federal/state regulations

Managed team of 10 Directors of Rehab (DOR) in the Northeast

Developing clinical programs within skilled nursing facilities to assist in “high risk” patient identification/treatment

Oversee clinical and operational components of 8 Skilled Nursing facilities

Create Medicare A & B redetermination and reconsideration letters for current denials of claims

Provided mentorship for new DOR in the area – implement new systems, documentation review with clinical documentation audits

Worked with facility/clinical staff on quality measures within the facility to decrease the amount of triggers through monthly audits

Director of Rehabilitation 8/1/2015 – 12/ 31/2015 – Select Medical Mechanicsburg PA

Trained new rehab directors within the company

Developed clinical programs to identify patients at risk for decline and implemented programs to reduce hospital admissions

Became proficient in ICD-9 Coding to ensure strong clinical documentation/ reduce denials

Maintained up-to-date knowledge of Medicare and other reimbursement regulations.

Clinical resource for the therapy staff and nursing staff for clinical documentation.

Director of Rehabilitation 1/1/2009 – 6/30/2015 – Genesis Rehabilitation – Kennett Square PA

Reviewed physician referrals and patient medical records to formulate interdisciplinary treatment plans.

Developed and led marketing plans for inpatient and outpatient rehabilitation services

Aggressive RUG management

Expense control/Managed a budget

Treated caseload of 6+ patients

Participated in Grand Rounds to facilitate patient identification for therapy

Director of Clinical Services – 3/1/2007 – 12/31/2008 – The Residence for Renal Care – Pittsburgh PA

Retained supervised and directed all administrative and therapeutic staff members for a startup acute renal care/skilled nursing rehabilitation facility.

Utilized analytic and quantitative skills to develop satisfaction and success measurement tactics and standards.

Developed patient caseload from 2 primary providers with 30 patients at first year to 3 primary providers with 45 patients..

Ensured highest level of patient care and quality service from front door to back office.

Streamlined patient assessment and continuing care strategies in team oriented environment of open communication and mutual respect.

Developed employee policies and recognition programs

Presented training seminars for staff members regarding policies technical requirements equipment and other subject matter

Ensured optimum environment operations, workflow, service provision and employee motivation toward maximum profitability and consistent budget improvement.


Current, valid license with the PA State Board of Occupational Affairs in Speech Language Pathology

CCC from American Speech Language Hearing Association

Vital Stim certified

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