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Social Customer Service

Location:
Lewes, DE
Posted:
March 10, 2020

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Resume:

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



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