Pembroke, NH *****
603-***-**** * email@example.com
Director of Residential Services
Experienced, highly motivated, results driven, dynamic leader with a solid track record for increasing operational efficiency. Proven ability with over 20 years’ experience to lead and inspire cross-functional teams, driving goal alignment and program/project management and planning. Accomplished individual to execute multiple projects simultaneously, work with all levels of employees, and generate cost savings and financial planning. Strong advocate for persons with disabilities. CORE STRENGTHS
-Management/Operations -Hiring/Evaluations -Budget Development
-Organizational Development -Training & Education -Finance/Fiscal Operations
-Program Development -Staff Development/Team Building -Community Relations
-Negotiations/Proposals -Policy Design -Scheduling & Administration
-Needs Analysis/Evaluation -Performance Analysis -Compliance/Regulatory Issues Selected Accomplishments
Developed and Implemented policies and procedures designed to increase the credibility of an important human service program. Worked assertively within the organization and externally partnering with the community to increase the credibility and value of the program, services and employees. Recognized by the CEO and senior leadership for this accomplishment. Executed increased revenue through new partial hospitalization program that also provided needed services to those with chronic mental illness, who could not retain employment. This new program succeeded in generating additional revenue of $40,000 in its first year. Improved a significant problem with the quality of services being provided. Executed work with staff to provide training, education, and implemented policies and procedures that was designed to increase the quality of the services provided and succeeded in making a difference in the lives of seniors and their families as well as improvements by 45% in operational efficiency. Acknowledged as one of top performers with the highest in closures and settlements achieving levels of competence equaling those with 10+ years’ experience. Recognized by management as recipient of Awards given to employees for achieving milestones throughout the year for closures/settlements. Professional Experience
Practice Performance Manager at Optum
New Hampshire and Maine, 2013-2019
Educated providers on Medicare Advantage plans.
Established and maintain relationships with 24 primary care physician groups and work with them on increasing their quality HEDIS measures and RAF scores for 13,000 lives.
Reviewed reports and attainment of HEDIS measures to close care opportunities, engage patients in their medical care and improve patient outcomes.
Analyzed quality and financial data to meet metrics. Provider Relations Manager at Optum
Facilitated quarterly business reviews analyzing comprehensive financial and utilization data.
Responsible for the Supervision of Provider Advocates. RITZA RAMIREZ-GULLO Page 2_
Established and maintained relationships with 35 skilled nursing facilities to support Medicaid managed care and the Medicare Nursing home plan. Engaged with the Nursing home administrators, Social work and the business office on problem solving and lead generation.
Key accountability for effective response to conflict resolution to address provider issues or concerns through active listening, communication, and action planning. Case Manager for Worker’s Compensation Claims at Liberty Mutual Insurance Bedford, NH, 2008-2012
Responsible for the management of worker’s compensation files.
Developed critical strategies to manage medical and financial outcomes.
Additional duties for evaluating and pricing files for settlement in order to negotiate to closure. Increased settlements by 15%.
Negotiated with attorneys, claimants, and medical providers to move files to closure. Director of Residential Services/New Hampshire Hospital Liaison at Riverbend CMHC Concord, NH, 2001-2008
Responsible for overall operations and compliance of Regulatory agencies for various levels of care serving 60 residents/tenants.
Developed and provided oversight of a new Restorative Partial Hospitalization Program serving 40 clients.
Secured and provided oversight of Federal grant for homeless outreach program.
Responsible for all program budgets, supervision of Managers and Nurses.
Oversight and assessments of client admissions and discharges, occupancy maintained at 90%.
Mentored managers on methods to increase their supervision and management skills.
Increased overall efficiencies in services resulting in a decrease of citations by DHHS by 90%. Director for Laurelwood at the Highlands, at The Highlands at Pittsford Pittsford, NY, 1997-1999
Responsible for overall operations of an Assisted Living program.
Ensured compliance with Department of Health regulators and decreased citations by 85%
Formulated and adjusted program budget resulting in a 45% decrease in expenses.
Supervision, hiring and performance evaluations of 15 staff; case managers, personal care aides and nurses.
Promoted public relations and marketing of program to the community, occupancy maintained at 95%.
Key player involved in the successful expansion of program.
Implemented policies and procedures designed to improve systems and overall efficiency by 75%. Assistant Director, at ARC OF MONROE COUNTY
Rochester, NY, 1990-1997
Administered overall operations of housing for developmentally disabled adults.
Hired/trained /supervised 70 staff and conducted motivational and educational staff meetings.
Assured state regulatory compliance throughout 19 residential programs. Decreased citations by 65%. Assistant Director at Family Service of Rochester
Rochester, NY, 1991-1992
Rochester, NY, 1989-1991
Assisted in administering overall operations of three sites.
Hired/Trained/Supervised 20 housekeeping personnel.
Monitored monthly billing for food and laundry service. Active in Admissions committee. Education/Training
MA in Public Administration (MPA), Health Care, SUNY Brockport -Brockport, NY BA, Psychology/Business (BA), Lyndon State College - Lyndonville, VT Currently enrolled in LEAN Management training