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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLEEMAIL AVAILABLESuccessful executive team member with creative thinking in best practices for patient experience, problem solving, process implementation and strategic initiatives.Education:Bachelor Of Science / Lock Haven University, PAExperience:NATIONAL DIRECTOR OF ADMISSIONS/ SENIOR INQUIRY MANAGER- MONTE NIDO AND AFFILIATESAPRIL 2019 CURRENTOperations of admissions department to include admissions specialists, verification specialists, utilization review team, intake team, reception and call center for 56 eating disorder and co-occurring treatment center locations across the nation; Develop and manage goals and incentives; Train and develop talent within the admissions department to provide the highest quality of customer service; Coach and empower the admissions department members to make educated decisions based on inner office skills training and experiences; Strategize and implement best practice call flow to best meet company demands; Work closely with the CFO regarding P&L and financial decisions; Daily, weekly and monthly reporting and data recording in order to accurately evaluate trends, goals, barriers and staffing needs/patterns; Work closely with talent acquisition to attain appropriate staffing within the department; Coach, discipline, hire, performance improvement plans, fire staff as needed; Work closely with and develop relationships with outreach team, referral sources and site staff; Identify and act on growth opportunities for Monte Nido and Affiliates; IT Committee member with focus on efficient call center software, EMR programs and total integration products; Decision maker for insurance/financial accommodations based on Revenue Cycle Management; Member of the Digital Marketing Committee; assess and report digital effort outcomes; Share honest and constructive feedback with senior leadership; Negotiate, review and execute single case agreements with non-contracted insurance companies, counties and behavioral health agencies; Present to outside agencies, families, referents and outreach teams; Work alongside legal-council to develop appropriate binding admission and financial documents for our customers; Manage new product roll outs within admissions departmentREGIONAL DIRECTOR OF ADMISSIONS/CALL CENTER DIRECTOR- ACADIA HEALTH CARE- OCTOBER 2015 March 2019Operations of 12 admissions departments for a large substance abuse treatment network totaling 977 beds; direct a commercial insurance call center overseeing systems and processes; daily hands on to ensure best practices in regards to customer service, goal meeting and exceeding and policy/protocol adherence; implement best practices regarding call flow, on call protocols, call volume vs. staffing needs; keep accurate records for tracking all pertinent information regarding goals, trends, and referral sources in order to forecast future situations; place heavy emphasis on maintaining a strong relationship with the marketing team; work closely with insurance companies in order to ensure accurate coverage and authorizations for treatment through PA Medicaid, county funding, commercial insurance plans and Medicare policies; work very closely with utilization review, nursing, intake and clinical to ensure we are providing proper access to care; feel very strongly about leading by example and finding positive resolutions for any problems that may arise; data reporting and scrubbing to locate potential trends and/or barriers to success; travel regionally and nationally as needed to train admissions staff, to educate myself in order to be a better leader, and to take part in operational team meetings; work closely with all counties in PA in order to satisfy and exceed contractual goals and to ensure positive negotiations each fiscal year; implemented the plan for 24/7 handling of specific inquiries/calls in order to place potential clients within 24 hours; identify growth opportunities for corporate and assist in obtaining contracts; work closely with the national call center to appropriately handle cold and warm hand offs; implemented an on call transportation plan; onboarding and training of new staffSUBSTITUTE TEACHER/ LOCAL DISTRICTS/ AUGUST 2013 OCTOBER 2015Implemented lesson plans, enforced school policies, set examples as a leader acting professionally in all situations, communicated with absent teachers via notes or email to update them with any concerns or highlights of the dayDIRECTOR OF ADMISSIONS AND MARKETING/ HUNTINGDON NURSING AND REHAB CENTER / FEBRUARY 2008-JUNE 2013Practiced the highest level of customer service skills, staff management, and safety enforcement on a daily basis; interacted daily with physicians, hospital caseworkers, families, therapists, business owners, other health care agencies and government agencies as well as community organizations; marketed all services offered; prepared and maintained budget; gave tours of facility as needed; implemented special programs for resident families; developed surveys for residents and families; implemented and directed fundraising events; completed admission paperwork with residents and families; completed insurance verifications; input new admissions into system; explained all insurance benefits to residents and family members; in-serviced staff monthly and as needed regarding safety and customer serviceDIRECTOR OF MARKETING AND ADMISSIONS/ WOODLAND RETIREMENT COMMUNITY/ JANUARY 2006-FEBRUARY 2008Marketed all services offered; Developed relationships with area hospitals, rehabilitation centers, senior centers, home care agencies, churches and other referral sources; completed all admission paperwork with families; verified insurances prior to acceptance into program; Presented information about Woodland for staff, community, hospital personnel, and other healthcare and government agencies; played a large role in design and implementation of the new independent living apartments; facilitated photo shoot for marketing purposes; Implemented and administered customer service trainings for all facility staff |
