Nursing Home Customer Service

Kenneth Daily

**** ******* *****

Dayton, OH ****5

937-***-****

****@*********.***

PROFESSIONAL EXPERIENCE

Founder/President – Elder Care Systems Group

Facility Management/ Consulting / Education & Professional Development

1995 to present

Elder Care Systems Group, a long term health care consulting firm committed to providing proactive and pragmatic guidance which supports an environment of continuous process improvement, teamwork, integrity, fiscal responsibility and customer service. Proven experience leading people, building teams, improving and expanding healthcare programs. Proficient problem solver and negotiator who has turned around failing organizations and increased operating revenues while enhancing service utilization. A frequent and engaging educator who has lectured nationwide as well as authoring numerous articles and professional manuals.

Co-owner/Administrator/Manager, Miami Shores of Moraine Rehabilitation and Nursing Center, Grafton Oaks Nursing Center 2003 –2010

Co-owner/ administrator/ manager responsible for two skilled nursing centers comprising 250 beds in western-Ohio. Presided over the turnaround initiative of the including a sub-acute pulmonary-respiratory care unit as well as skilled and custodial care which failed to deliver a profit in the previous 5 years. Responsible for more than 225 employees, financial management, strategic planning, public relations, regulatory management, and quality oversight. Improved creditability among customers, government regulators and the community at large and implemented aggressive management actions which restored both facilities to profitably.

Vice President

Survey Solutions, Inc., 1995-1996

Provided object-oriented analysis/design, development and testing of company's proprietary nursing home survey management software application, Survey Advantage©. Responsible for developing the sales marketing strategy for this ground breaking software. Furnished management and operations consulting services to sub-acute, skilled and assisted living facilities and corporate clients through out the nation as well as presented at national and state conferences on health care regulatory compliance, quality assurance, residents’ rights and facility administration.

Director

Long Term Care Ombudsman Program, 1987-1995

Responsible for overall operations of a regional non-profit agency under the direction of the Ohio Department of Aging. Responsible for complaint investigation of consumer dissatisfaction with long term care services, advocate for the needs of the institutionalized and disabled and provide a comprehensive array of health care information. Supervised staff and a volunteer corps of more than fifty members. Implemented comprehensive complaint and information handling protocols, revised employee policies and procedures, and devised strategic planning. Prepared annual budget, funding proposals and grant applications.

EDUCATION and CERTIFICATION

• Licensed Nursing Home Administrator, Ohio Board of Examiners Nursing Home Administrator, Ohio License number 5057, 1998

• Long Term Health Care Management, Certificate, North Carolina University, 1997

• Certified Long Term Care Facility Accreditation Program (LEAP©), Long Term Evaluation Program, Survey Solutions Inc. Columbus, OH, 1996.

• Certified Long Term Care Ombudsman Director, Ohio Department of Aging, 1992.

• Bachelor of Arts in Political Science, Wright State University, 1986 Honors

LEADERSHIP ACTIVITIES

Ohio Health Care Association, Board of Trustees 2000, serving on various committees and taskforces focused on long term care, including survey, certification and reimbursement. Serves as OHCA District II Chairman, Chairman Life Safety Code/ Disaster Preparedness 2006 to present, formally Chairman Facility Standards Committee 2003 to 2006.

American Health Care Association, Disaster Planning Committee, one of nine committee members responsible for reviewing, analyzing and developing plans of action for the AHCA, 2006 to present.

American Health Care Association, Future Leader, Rising Star, recognition and peer support to recruit and prepare individuals for leadership roles within AHCA, 2006 to present

Miami Valley Long Term Care Association, Board of Trustees, 2001 – present. I have served in all capacities of professional organization including Chairman (2003-2005), vice –chair (2001-2003 and 2007-2008). Currently serve as member representing OHCA board. Responsible for coordination of monthly professional development luncheon and education.

Ohio Medicaid Reimbursement Study Council, Eligibility Taskforce, participated in development of recommendations to the state legislature for improvements to the Ohio’s Medicaid eligibility standards, 2003-2005.

Ohio Department of Health, Nursing Home Licensure Rules Review Task Force, 1999 – 2001. Represented the nursing home profession before Ohio administrative agency responsible for reviewing and amending Ohio’s nursing home licensure rules.

University of Dayton, School of Continuing Education and Special Programs, College of Arts and Sciences, Institute for Learning in Retirement, Instructor, Spectrum of Long Term Care, 1996 – 2004.

RECOGNITIONS

• AHCA Future Leader-Rising Star, American Health Care Association

• OHCA Chairman’s Award, Ohio Health Care Association

• Honored Ombudsman, Ohio Association of Regional LTC Ombudsmen

• Iris Award, Services to the Elderly Kentucky Cabinet for Human Services

• Honorable Order of Kentucky Colonels, Governor Commonwealth of Kentucky

• Outstanding Service Recognition Award, Miami Valley Health Improvement Council

• Letter of Commendation - Outstanding Service for Older Ohioans, Gov. George Voinovich

• Beavercreek High School Athletic Hall of Fame, Inaugural inductee

• Ohio River Road Runners Outstanding Runner Award, ORRRC

PUBLICATIONS

• Surveyors + Software + Compliance = Quality Indicator Survey, Comprehensive DVD and training manual for skilled nursing facilities, Waugh Productions ©2008.

• Quality Indicator Survey Process Tools and Resource Manual, MedPass © 2008 and 2011.

• The Fundamentals of the Quality Indicator Survey Process, comprehensive guide for long term care professionals of the QIS process, ECSG © 2009.

• Spectrum of Long Term Care, manual for understanding long term care services, rights, financing and options in order to make inform decisions for choosing home care, assisted living or nursing home care, 2001, Revised 2002, 2003, 2005 and 2008.

• Long Term Care Falls Management, manual for long term care professionals for the care and treatment for residents who are at risk for falls or have fallen, 1998-2001 and revised in 2007.

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