Customer Service Emergency Management
Resume:
Summary
Seasoned, dedicated, and innovative healthcare leader that focuses on enhancing quality of care, compliance, and customer service. Successful business manager that understands how effective operations lead to financial growth. Possesses excellent communication skills with residents/patients, family members, and staff. Promotes passion among team for both resident care and employee development. Fluent in NYSDOH, CMS, CDC, OSHA guidelines and requirements. Well-versed and experienced in effective Pandemic Emergency Management.
Experience
Administrator
Water’s Edge Rehabilitation & Nursing Center, Port Jefferson, NY 2020-Current
●Effectively leads and manages the operations of a 120 bed SNF that averages 30% Medicare Part A
●Increased Facility’s CMS 5-Star Overall Rating from 3 to 4 Stars
●Achieved 3 Deficiency-Free NYSDOH Infection Control Surveys
●Developed and maintains strong connections with area hospitals
●Capitalizes on Medicare revenue through strategic PDPM management
●Proactive and inventive with community marketing and relations
●Conducts daily facility rounds to ensure quality of life, quality of care, and environmental compliance
●Manages union grievances diplomatically and effectively
●Focuses on enhancing staff morale through ongoing team building exercises and special events
Administrator
Caton Park Rehabilitation & Nursing Center, Brooklyn, NY 2017-2020
●Achieved near perfect DOH surveys in 2018 & 2019
●Preserved facility’s 5-Star CMS Rating
●Attained a minimum of 1.26 CMI score through all quarters with a high of 1.32
●Passed 2 OMIG Audits and significantly limited any claims of overpayments
●Established and maintains an Emergency Management Program that complies with all Federal and State Requirements
●Monitors and limits employee overtime
●Significantly reduced worker’s comp claims through incentivizing and educating employees
Administrator
Oasis Rehabilitation & Nursing, Center Moriches, NY 2014-2017
●Managed a 100 Bed Facility that averaged 60% Medicare Part A
●Received a deficiency free NYSDOH survey in June 2016
●Achieved an excellent CMS Federal survey in July 2016
●Increased Facility Star Rating From 3 Stars to 5 stars
●Audits RUG Scores and ADL’s to ensure that facility will receive highest reimbursement
●Monitors and improves hospital transfers, and length of stay
●Launched a pulmonary rehabilitation program
●Cultivated and maintains excellent relationships with local hospitals and physicians.
●Meets with resident families providing warm yet effective communication between resident’s family members and staff
Assistant Administrator
Oasis Rehabilitation & Nursing, Center Moriches, NY 2013-2014
●Developed and enforced policies and procedures with Administrator to ensure compliance in all aspects of SNF
●Provided direct oversight to admissions, therapeutic recreation, medical records, and environmental services
●Ensured optimal resident outcomes and experiences
●Mediated sensitive interactions between residents, family members, and staff
Director of Therapeutic Recreation
Oasis Rehabilitation & Nursing, Center Moriches, NY 2013-2014
●Provided leadership to recreation staff through effective communication, education, and motivation.
●Coordinated daily activities and events that met the cognitive, physical, and socio-emotional needs of the residents
●Implemented and provided innovative and engaging recreational outlets for the residents at the facility
●Administered clinical assessments and documented plans of care for all residents
●Facilitated and planned events for staff that positively impacted employee morale
Education
New York University, New York, NY 2007-2009
Steinhardt School of Education
Master’s Degree of Arts in Music Therapy
Honors: NYU Deans Opportunity Scholarship
New York University, New York, NY 2002-2006
Steinhardt School of Education
Bachelor’s Degree of Science in Applied Psychology
Honors: CCTOP Scholarship, Education Scholarship, Dean’s List
Awards
2017 ACHCA Eli Pick Facility Leadership Award
References Furnished upon Request
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