ELLEN FAWLEY TOLBERT, LMSW
Lewes, Delaware 19958
Cell: 302/245-6803
PROFESSIONAL SUMMARY
Results driven professional with 34 years of progressive healthcare clinical and leadership experience in Social Work, Patient Advocacy/Experience, and Case Management.
EDUCATION
Master of Social Work Virginia Commonwealth University
Internship: George Washington University Medical Center
Bachelor of Social Work James Madison University
Internship: Rockingham Memorial Hospital
PROFESSIONAL EXPERIENCE
BEEBE HEALTHCARE, Lewes, Delaware
March 1998 – July 2019—Early retirement
Director, Case Management
Developed and implemented the role of Patient Advocate and established the Patient Relations Department which was responsible for all aspects of patient satisfaction and customer service to also include Interpretation and Chaplaincy Services. Assumed Directorship of Case Management Department 2009 to include Discharge Planning and Utilization Review. Developed and Co-chaired the Delmarva Post- Acute Network with 9 SNF’s. Active member of two statewide committees of the eBright ACO. Served on Guardianship Task Force as appointed by the DE General Assembly. Implemented two medical case management systems, Allscripts and Cerner Care Manager.
DELAWARE HOSPICE, INC., Georgetown and Dover, Delaware
September 1994 – March 1998
Coordinator, Social Work, Bereavement and Chaplaincy Services
Managed and supervised the Social Work, Bereavement and Chaplaincy programs for a hospice home care agency. Was responsible for staff in the Georgetown and Dover offices.
MOUNT VERNON HOSPITAL, INOVA HEALTH SYSTEM, Alexandria, Virginia
February 1990 – August 1994
Director, Social Work and Utilization Review Department
Began as Acute Rehab Social Worker. Developed, implemented and managed Social Work Services and Utilization Review Nursing for a 235-bed acute care hospital to include staffing, clinical supervision, budget preparation, policy and procedure development and quality assurance activities.
ALEXANDRIA HOSPITAL, Alexandria, Virginia
June 1985 – February 1990
Medical Social Worker
June 1985 – February 1990
Provided direct patient care services on various medical units to include psychosocial assessment, counseling and discharge planning.
PROFESSIONAL MEMBERSHIPS
American Case Management Association 2009-present, Board Member Maryland Chapter 2012
Society for Healthcare Consumer Advocacy, American Hospital Association 1998-Present, Board of Directors 2004-2005, President Elect 2006-2007, President 2007-2008, Past President 2008-2009
Society for Healthcare Consumer Advocacy, Potomac Chapter, 1998-Present
President Elect 2000, President 2001, President Elect 2008
National Hospice Organization 1994-1998
Society for Hospital Social Work Administrators in Health Care, AHA 1990-1994
Virginia Chapter, Society for Hospital Social Work Directors 1990-1994
1991 – 1992 Professional Development Committee Chair
1993 – 1994 President
PROFESSIONAL DEVELOPMENT
Disney Institute, Orlando, Florida “Quality Service for Healthcare Professionals”
March 1999
Baptist Leadership Institute with Quint Studer, Pensacola, Florida
October 1999
Delaware Quality Award recipient 2003-2006; co-authored applications
Ritz Carlton Legendary Service, Crystal City, Virginia
October 2004
American Hospital Association Society for Healthcare Consumer Advocates Annual Meeting and Conference, 1998-2009
Press, Ganey and Associates Annual Client Conference, 1998, 1999, 2000, 2002, 2005, 2007, 2009, 2010, 2011, 2012 and 2013
Crucial Conversations Training, Vital Smarts, November 2011
Medicare Boot Camp 2014
American Case Management Association annual conferences, 2010 and 2015
References available on request