Customer Service Management

Lawrence Story

P.O. Box ****

Spring, Texas *****

(Cell) 832-***-**** email: *********@***.***

Profile

A highly professional executive with more than 20 years of experience in behavioral health industry focused on achieving excellent results in highly competitive environments that require continuous improvement. Expertise in customer service, staff development, project management, policy and procedure development. Management generalist with broad skills as well as specialization in strategic planning/business development.

Skills, Knowledge, and Abilities

• Effective interpersonal skills.

• Excellent verbal communication skills.

• Excellent ability to coordinate, analyze, observe, make decisions, and meet deadlines in a detail-oriented manner.

• Strong skills in the performance of administrative/management and operational/supervisory support functions.

• Working knowledge of JCAHO, DSHS and NCQA requirements.

• Computer Literacy (Microsoft Word, Excel, Access, Internet).

Employment History

Chief Executive Officer (2008-Present)

Treatment Assessment Services

• Work with local government MHMRA system management to develop, manage and implement policies and procedures, short- and long-range goals, objectives and plans for crisis management.

• Provide leadership to professional staff, directors and emergency room staff that will enroll support, create ownership of goals, accomplish goals and encourage active participation in decisions that impact the organization..

• Create an environment that will encourage the recruiting and retention of qualified professional staff.

• Collect/analyze data of monthly clinical outcomes and placement of clients in extended care.

• Represent the organization at meetings including medical staff, MHMR director meetings as well as relevant community meetings.

Management Director (2011-2011) (contract services)

Montgomery County Hospital Management

• Responsible for all day-to-day operations of the outpatient hospital.

• Responsible for planning organizing and directing the outpatient hospital to ensure that quality patient care is provided and that the financial integrity of the hospital is maintained.

• Responsible for creating an environment and culture that enables the outpatient hospital to fulfill its mission by meeting or exceeding its goals, conveying the outpatient hospital mission to all staff, holding staff accountable for their performance.

Chief Executive Officer and Regional Director (2008-2011)

Behavioral Hospital of Belliare, LLC

• Improved financial strength of The hospital while increasing levels of investments in program expansion, by investors.

• Increased occupancy from 22% in March 2008 to 98% in March 2011.

• Increased Medical staff by 35% 2010.

• Led improvement of operating margin from start-up in 2008 to $2.3 million in 2009 (in partnership with the Chief Financial Officer).

• Achieved significant gains in effective communication about finance and budget throughout the organization.

• Oversaw creation of Strategic Financial Plan, which set framework for hospital acquisition in 2010.

Chief Operations Officer (2002-2008)

Cadwalder Behavioral Clinics, Inc.

• Directed and completed design of Behavioral Health Residential Treatment Center

• Acquired Managed Care contracts with 5 major insurance companies in the first year of operations.

• Managed administrative services including facilities, medical records, quality improvement and social work.

• Achieved coordination in practice plan activity among departments including development of new infrastructure support systems and development of productivity indicators.

• Directed development of five-year strategic plan.

• Developed department review process.

Chief Executive Officer (1998-2002)

Cypress Creek Hospital, Inc.

• Merged hospital for The Brown Schools and Improved financial strength of the hospital while increasing levels of business through strategic planning.

• Achieved significant gains in effective communication about finance and budget throughout the organization.

• Increased EBIDTA by 70% between FY 1998 – 2000.

• Increased admissions by 55% from 1998-2001.

• Completed accreditation by JCAHO in 1999.

Chief Executive Officer (1993-1998)

Gulf Pines Hospital, Inc.

• Engineered operational turnaround of 140 bed for profit psychiatric hospital.

• Developed and maintained strong relationship with physician as well as hospital components of the organization.

• Implemented “all-funds” budget process and model including physician practice plan.

• Oversaw development of long-range financial

• Served as key executive to integrate budget and financial planning across system including Hospital.

• Regularly presented budget and finance information to Board of Directors

Chief Executive Officer, Associate Administrator (1988-1993)

Charter Hospital Kingwood /Sugarland

• Achieved successful turnaround of two(2) 80 bed hospitals.

• Developed long-range financial projections including clinical practices with budgets exceeding 5 million dollars.

• Performed detailed budget analysis for both Charter hospitals.

• Developed and administered implementation of master space plan for centralized business office.

• Developed and implemented plan for alternative school.

• Designed and implemented diverse information management systems to support planning and decision making.

Program Administrator

Community Psychiatric Centers, Inc., (03/87 – 05/88)

• Participated in the opening and design of a 130 bed Psychiatric Hospital.

• Directed and Marketed the Counterpoint Center.

Other Business Interest of note:

The Shoulder, Inc.,

• Executive Director

• Directed services of a 300 bed not for profit Criminal Justice Chemical Dependency facility, licensed by the Texas Commission on Alcohol and Substance Abuse. Managed 250 employees and participated in the design and implementation of all programs.

• Fiscal management included: budget preparation, monthly financial reviews, fundraising and contract development.

State Board of Pardons and Paroles

• Provided supervision for a caseload of 200 plus individuals on parole from the Texas Department of correction. Responsibility also included; oversight of correction facilities, conducting parolee hearings, parole investigations and supervision of Parole Caseworkers in my district. Specialized in substance abuse counseling.

Healthcare Consultant

• Provide organizational support for healthcare companies including;

• JCAHO preparation, Strategic planning, Business Development, Market Research, MCO/Grant Procurement, Staff Development, Organization financial planning and Practice enhancement.

Lake Houston Gym and Fitness, Inc.

• Owner/President

• Operated health and fitness facility. Responsible for all business operations. Conducted market research, developed business plan and trained staff. Increased membership to 1100 members. Closed 2002.

Education

Master in Social Work (Healthcare Administration concentration)

University of Houston

Graduate School of Social Work (PhD course work)

University of Houston

Master of Public Administration (course work)

Stephen F. Austin University

Bachelor of Science in Education (Social Work, Psychology / Rehabilitation)

Stephen F. Austin University

Certified Personal Trainer

Sam Houston University

License / Certifications

• Licensed Master Social Worker (LMSW)

• Licensed Marriage & Family Therapist (LMFT)

• Certified in (Grief & Loss, Anger Management, Geriatric, Chemical Dependency, Crisis Intervention )

Hobbies

Family, Christian Fellowship, Reading, Exercising, Sports and Self Improvement

Memberships and Honors

• Fellowship of the Woodlands Church

• Board Member Harris County Mental Health Authority 1994-1999

• Outstanding Young Men In America

• Human Enrichment Award

• NAIA Football Title

• Owns 37 Championship Titles, Includes;

o USA Champion

o Mr. America (top 5 finalist)

o Mr. Texas

Publications

Rose Gantner, PhD., and Lawrence Story, LMSW, LMFT, David Burton, MSW. “Treatment Effectiveness Outcome Research in Adult Partial Hospitalization”, presented at the National Conference of Partial Hospitalization, August 1991. Published January 1992.

References

Kathy Cadwalder, PhD Owner Cadwalder Clinics 281-***-****

Marie Mcbee, MSN Hospital CEO 443-***-****

Seth Silverman, MD Psychiatry 713-***-****

Bruce Teal, CEO/President Armour Correctional 615-***-****

Marshall Lucus MD Psychiatry 832-***-****

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