Customer Service Management Experience

CAREER OBJECTIVE

Ambitious individual with over 30 years of nursing and management experience. Excellent record of achievement and advancement. Seeking to obtain a career where professional management experience and advanced education will add value to the organization’s operations.

SUMMARY OF QUALIFICATIONS

Experienced healthcare management professional who has demonstrated the ability to lead diverse teams

of personnel.

Strong technical and business skills with an impressive record of accomplishment from firsthand experience in

organizational, personnel and project management.

Remarkable success in analyzing critical business requirements, identifing deficiencies with potential opportunities and

developing innovative, cost-effective solutions for enhancing operational efficiencies and customer service.

BUSINESS EXPERIENCE

LAKELAND REGIONAL HOSPITAL – July 2016 to present Springfield, MO

Chief Nursing Officer

Nurse Manager July 2016 to December 2016

Assistant Director of Nursing December 2016 to July 2017

Chief Nursing Officer July 2017 to November 2019

Successfully refined and implemented new projects for each unit through promoting positive reinforcement with a new Nursing Management team.

Successfully assisted in implementing a new program for full time staff to enroll in an LPN nursing scholarship program.

Successfully implemented a new staff scheduling system (Smart Force) in the acute area/trained staff and Managers on usage.

Trained new Nursing Managers for all inpatient programs, including all ages of children, adolescents, and geriatric programming.

Responsible for the 24-hour management to include hiring, discipline, evaluating and scheduling.

Management of therapeutic milieu and milieu unit programming (in conjunction with the AHP Coordinators).

Involved in Quality Improvement and Policies/Procedures.

Involved in the Acadia Corporate Nursing Practice Council since development of council.

I have made budget since first year in CNO role through involvement of FTE management.

DIAMOND HEALTHCARE – March 2016 to July 2016 Phoebe Putney Memorial Hospital

Interim Executive Director

Presented plan to Hospital Administration to improve Psychiatric programming while finding way to save over $1 million in hospital budgeting needs over the next year, with increased in savings during following years.

Plans and executes all aspects of Agency’s programs, and is responsible for the overall effectiveness of the organization.

Maximizes all external relationships with government, mental health organizations, professional groups and the community while serving as a visible representative for the agency.

Involved and leads in Quality Improvement and Policies/Procedures.

Lead in revising HBIPS reporting standards for hospital to improve accountability process.

Provides leadership, direction and mentoring for staff members and department leaders.

Provides vision for program development by identifying trends and opportunities.

Developed staffing plan for improving safety for patients and staff while building units back to full admission potential for hospitals two inpatient units.

Works as a ‘bridge-builder’ among all disciplines including physicians to promote teamwork, while providing the best patient care possible.

DIAMOND HEALTHCARE - August 2015 to March 2016 Carney Hospital Dorchester, Ma.

Interim Nurse Manager

To Oversee and manage the adolescent psychiatric unit.

Responsible for the 24-hour management of staff members to include hiring, disciplining, evaluating, and scheduling.

Management of therapeutic milieu and milieu unit programming.

Primary interface between members of the multidisciplinary team providing leadership and collaborating with the team through a combination of supervision and personnel involvement.

Involved in Quality Improvement and Policies/Procedures.

Assisted in successful completion of Massachusetts State Certification and Joint Commission survey readiness with positive completion and survey results resulting in no deficiencies.

THREE RIVERS HOSPICE- SOUTH - March 2014 to July 2015 Mt. Grove, MO

Administrator

To Oversee and manage offices in Mt. Grove, Mo., Licking, Mo. and West Plains, Mo.

To oversee, organize, and administer all operational aspects of the agency to which appointed. This included administration, personnel and agency management, client care, marketing, and finance, utilizing sound management and financial principles to ensure the agency provides the best possible level of client care in accordance with Federal and State of Missouri regulations and accrediting body standards within the parameters of an established business.

To transition all three offices to like standards and guidelines encompassing employee guidelines, regulatory compliance and patient cares.

Updated and reviewed/revised all existing contracts with surrounding agencies for increased compliance and satisfaction with services offered.

COX MEDICAL CENTER BRANSON - October 2011 to March 2014 Branson, MO

(Contracted through Signet Health)

Program/Nursing Director

Management of the Senior Transitions Unit of twelve beds promoting teamwork among multiple disciplines in the care of the residents.

Responsible for the management of over thirty staff members to include hiring, disciplining, evaluating, and scheduling.

Involved in Quality Improvement and Policies/Procedures development.

Lead unit for successful TJC survey with no deficiencies.

Successfully refined and implemented new projects, including the development and implementation of Qualified Mental Health Personnel programming and 96 hour hold procedure for policy.

Have successfully implemented guidelines and measures to ensure CMS compliance for HBIPS (Hospital Based Inpatient Psychiatric Services) reporting, having met compliance at 100% of reporting and qualifying the facility for full compensation of services with no penalties.

THE OZARKS METHODIST MANOR - June 2010 to October 2011 Marionville, MO

Director of Nursing

Responsible for the management of over eighty staff members to include hiring, disciplining, evaluating, and scheduling.

Management of the Health Center Skilled Nursing promoting teamwork among multiple disciplines in the care of the residents.

Involved in Quality Improvement and Policies/Procedures development and revisions.

Successfully refined and implemented new processes to promote resident care in a positive manner. Promoting growth in professionalism demonstrated in improving on two consecutive surveys of twelve or greater deficiency tags with effect in pay compensation to a survey result of three deficiency tags with no effect in compensation rates within 6 months.

LAKELAND REGIONAL HOSPITAL - August 2001 to June 2010 Springfield, MO

Nurse Manager

Managed Residential Adolescent Male program from Nov. 2002 through Nov. 2004, then asked to Manage Acute Care Adolescent male Unit consisting of Behavioral and Sexual Offender patients. Managed the Acute Care unit from Nov. 2004 through June 2010.

Successfully refined and implemented new projects on each unit. Effectively changing patient care from a behavioral modification system to a CBT approach offering positive reinforcement. Both units resulted in reduced seclusion restraints and decreased overall time involved in these interventions. Both units benefited from positive interactions with insurance and state reviewers to promote appropriate time of care needed for positive results.

Trained new Nursing Managers for all inpatient programs, including all ages of children and adolescents.

Responsible for the 24-hour management of over thirty staff members to include hiring, discipline, evaluating and

scheduling.

Management of therapeutic milieu and milieu unit programming (in conjunction with the AHP Coordinators).

Primary interface between members of the multidisciplinary team providing leadership and collaborating with the

team through a combination of supervision and personnel involvement.

Involved in Quality Improvement and Policies/Procedures.

Serve as DON on-call and act in absence of the Vice President of Clinical Services as requested.

Worked as a Charge Nurse from August 2000 to January 2001 and August 2001 to November 2002.

DOCTORS HOSPITAL – January 2001 to August 2001 Springfield, MO

Charge Nurse

As a member of the mental health team, provided a professional level of psychiatric nursing care to patients in the

geriatric psychiatric care program.

Responsible for direction of assigned staff and effective utilization of nursing process in patient care.

Admitted and discharged patients.

Administered prescribed medications and observed patients for effects.

Cox Health Systems – January 1992 to Oct 1999 Springfield, MO

PCA2/ Male Attendant

Worked as a Patient Care Assistant level 2 assisting in training new staff while providing quality care to patients.

Worked as an Orthopedic Technician assisting physicians with orthopedic needs including traction and splints for patients, cast care, providing assistive devices for patients and urological needs for patients.

EDUCATION

Doctor of Business Administration / Health Care Administration

Northcentral University – August 2012 to present (pending Dissertation completion)

Master of Business Administration / Health Care Management

University of Phoenix – September 2008; GPA: 3.50

Bachelor of Science, Psychology

Drury University – December 2004

Bachelor of Science, Biology

Drury University – December 2004

Associate of Science, Criminology

Drury University – December 2004

Certified Therapeutic Crisis Intervention Instructor

Cornell University – November 2004

Associate of Science, Nursing

Lester L. Cox College of Nursing and Applied Sciences – December 1999

AWARDS AND ACHIEVEMENTS

ACHE membership 2016

Honored Member of the 2006-2007 Edition of the Cambridge Who’s Who Registry.

Have received numerous awards and bonuses from Lakeland Regional Hospital for exceptional work ethic

and dedication.

MILITARY EXPERIENCE

UNITED STATES ARMY – 1985 to 1989

Munitions/Arms Specialist

Achieved rank of E-4 Specialist.

Received Army Achievement Medal 1987, among other awards.

Responsible for supervising three weapons rooms, including training staff and maintaining arms/munitions.

REFERENCES

Available upon request

Contact this candidate