Experience

Great Bay Community College
• United States
• Higher Education
• 1 - 100 Employee
• Program Manager

  • Jun 2020 - Present

Genesis
• United States
• Market Research
• Center Executive Director

  • Mar 2018 - Mar 2020

First Atlantic Healthcare
• Administrator

  • Apr 2017 - Mar 2018


Kindred Healthcare

• Hospitals and Health Care
• 1 - 100 Employee

• Assistant Executive Director

  • May 2016 - Apr 2017

• District Executive Director

  • Dec 2015 - May 2016

  Served as an Executive Director resource for Kindred's New England district skilled nursing facilities. Assignments included Nashua, NH, as well as MA facilities (South Dennis, Westborough, Canton).



Ironstone Farm

• United States
• Health, Wellness & Fitness
• 1 - 100 Employee

• Director of Administration

  • Mar 2015 - Dec 2015

  -- Reported to Executive Director and served as business partner to the ED -- Involved with strategic planning, evaluation, and professional development activities -- Continued to build and manage administrative/financial systems, including financial, accounting, legal, IT, HR, and physical infrastructure -- Oversaw budgeting, financial forecasting, and cash flow -- Reported to Executive Director and served as business partner to the ED -- Involved with strategic planning, evaluation, and professional development activities -- Continued to build and manage administrative/financial systems, including financial, accounting, legal, IT, HR, and physical infrastructure -- Oversaw budgeting, financial forecasting, and cash flow



St. Teresa Rehab and Nursing Center

• Administrator

  • Jul 2014 - Jan 2015

  Responsible for management of all daily operations of 5-star, 51-bed Medicare/Medicaid/Private Pay Skilled Nursing Facility. Recruited for position and relocated to New Hampshire in order to fulfill family commitments. Responsible for management of all daily operations of 5-star, 51-bed Medicare/Medicaid/Private Pay Skilled Nursing Facility. Recruited for position and relocated to New Hampshire in order to fulfill family commitments.



Riverside Health System

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Health Services Administrator - Patriots Colony at Williamsburg

  • Oct 2012 - Jun 2014

  Responsible for daily operations of 60-bed Medicare/private pay facility (approximately 30% short-term rehab) and 68-bed Assisted Living residence (including 20-bed secured memory support household). Frequent issue resolution/interaction involving Independent Living residents. Focused on strategically improving connectivity among all levels of care. Certified to complete ISPs for Assisted Living. Heavily involved with managed care insurance authorization to ensure maximum reimbursement… Show more Responsible for daily operations of 60-bed Medicare/private pay facility (approximately 30% short-term rehab) and 68-bed Assisted Living residence (including 20-bed secured memory support household). Frequent issue resolution/interaction involving Independent Living residents. Focused on strategically improving connectivity among all levels of care. Certified to complete ISPs for Assisted Living. Heavily involved with managed care insurance authorization to ensure maximum reimbursement. Monitored/adjusted staffing as dictated by census. Reported to Executive Director. • Achieved CMS 5-star rating in January 2014. • Implemented family meetings in order to strengthen relationships and build trust. • Led campus-wide safety training program. • Achieved 100% average occupancy of Assisted Living for calendar year 2013.

• Administrator - Gardens at Warwick Forest

  • Dec 2010 - Oct 2012

  Full P&L responsibility for dually-certified 242-bed facility supported by 218 FTEs. Facility is part of a CCRC and provides inpatient rehabilitative services, skilled nursing, long-term care and a dedicated, secure memory support unit. Reported to Executive Director. Conducted intense, daily customer service interaction/decision making/problem solving with patients, families and employees. Served as administrative lead on committees dedicated to culture change, quality improvement, employee… Show more Full P&L responsibility for dually-certified 242-bed facility supported by 218 FTEs. Facility is part of a CCRC and provides inpatient rehabilitative services, skilled nursing, long-term care and a dedicated, secure memory support unit. Reported to Executive Director. Conducted intense, daily customer service interaction/decision making/problem solving with patients, families and employees. Served as administrative lead on committees dedicated to culture change, quality improvement, employee relations, and revenue growth. Led campus-wide customer service training program. During first 18 months, led team to: • Achieved 184% of 2011 net income budget. • Improved overall CMS 5-Star rating from 2 to 4 stars. • Began transformation toward household model of care, including several 6-figure renovation projects.



Medical Facilities of America

• United States
• Hospitals and Health Care
• 500 - 600 Employee

• Administrator

  • Dec 2008 - Dec 2010

  Medical Facilities of America is a leading provider of post acute rehab and skilled nursing services in Virginia and North Carolina. As administrator for Regency Healthcare Center (Yorktown, VA), I had full P&L/operational responsibility for a dually certified 60-bed facility and oversee approximately 80 employees and 10 departments. The core of my work involved balancing financial goals with appropriate clinical outcomes in a highly regulated environment. During first year as… Show more Medical Facilities of America is a leading provider of post acute rehab and skilled nursing services in Virginia and North Carolina. As administrator for Regency Healthcare Center (Yorktown, VA), I had full P&L/operational responsibility for a dually certified 60-bed facility and oversee approximately 80 employees and 10 departments. The core of my work involved balancing financial goals with appropriate clinical outcomes in a highly regulated environment. During first year as administrator, led team to: 1) Increase net income 11% 2) Decrease budgeted expenses by 5.5% 3) Improve QM component of CMS 5-Star Quality Measures from 1 star to 4 stars (improved to 5 stars)

• Assistant Administrator

  • May 2008 - Dec 2008

  Served as Assistant Administrator at Salem Health and Rehab Center (240 beds) in Salem, VA. Completed 1,000 residency hours and passed the national NHA exam. Assisted with all aspects of daily operations (oversight of 10+ departments) by balancing appropriate clinical outcomes, providing exceptional customer service, and striving to meet financial goals. Completed the company's highly selective AIT program, which prepared candidates to assume responsibility for their own facility.



SHPS

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Manager - Spending Accounts

  • Mar 2008 - May 2008

  Created and executed project work plans and revised as appropriate to meet changing needs and requirements of specified project. Managed day-to-day operational aspects of a project and scope. Set and managed stakeholder expectations. Held regular status meetings with project team and stakeholders. Resolved and/or escalated issues in a timely fashion.

• Client Service Manager

  • Sep 2007 - Mar 2008

  Managed operational relationships with TPA customers. Coordinated services and teams across all lines of business (CM, UM, and DsM). Managed flow of communication between client and SHPS. Maintained issue logs. Resolved service issues quickly and effectively. Facilitated client update/status conference calls. Planned and hosted client visits to corporate headquarters. Worked in tandem with Business Development Director to present unified, synchronized client-facing team. Role eliminated due to… Show more Managed operational relationships with TPA customers. Coordinated services and teams across all lines of business (CM, UM, and DsM). Managed flow of communication between client and SHPS. Maintained issue logs. Resolved service issues quickly and effectively. Facilitated client update/status conference calls. Planned and hosted client visits to corporate headquarters. Worked in tandem with Business Development Director to present unified, synchronized client-facing team. Role eliminated due to organizational restructuring. --Managed accounts that generated annual revenue of approximately $2 million. --Drove process improvement for ensuring that client updates to products and services were appropriately communicated and correctly implemented throughout internal systems.



Humana

• Brazil
• Professional Training and Coaching

• Customer Support Consultant/Executive

  • Oct 2005 - Sep 2007

  Identified and resolved escalated service issues (claims, enrollment, eligibility, billing, etc) for Humana’s ASO and fully-insured large-group customers in the Ohio and Chicago markets. Required effective and efficient communication, negotiation, and influencing associates within sales and operational areas in order to reach mutually agreeable solutions - as well as working knowledge of many complex internal systems and processes. Daily interaction with account management teams provided… Show more Identified and resolved escalated service issues (claims, enrollment, eligibility, billing, etc) for Humana’s ASO and fully-insured large-group customers in the Ohio and Chicago markets. Required effective and efficient communication, negotiation, and influencing associates within sales and operational areas in order to reach mutually agreeable solutions - as well as working knowledge of many complex internal systems and processes. Daily interaction with account management teams provided efficient and effective issue resolution, which positively impacted account retention. Interacted directly with senior company decision makers (e.g. CFO, VP of HR) and brokers in high-stress and time-critical situations. --Developed curriculum (and facilitated first training session) for use in training program of Customer Support Consultants across Humana’s markets. --Led introduction and continued refinement of system to track service issues in Ohio market. Show less Identified and resolved escalated service issues (claims, enrollment, eligibility, billing, etc) for Humana’s ASO and fully-insured large-group customers in the Ohio and Chicago markets. Required effective and efficient communication, negotiation, and influencing associates within sales and operational areas in order to reach mutually agreeable solutions - as well as working knowledge of many complex internal systems and processes. Daily interaction with account management teams provided… Show more Identified and resolved escalated service issues (claims, enrollment, eligibility, billing, etc) for Humana’s ASO and fully-insured large-group customers in the Ohio and Chicago markets. Required effective and efficient communication, negotiation, and influencing associates within sales and operational areas in order to reach mutually agreeable solutions - as well as working knowledge of many complex internal systems and processes. Daily interaction with account management teams provided efficient and effective issue resolution, which positively impacted account retention. Interacted directly with senior company decision makers (e.g. CFO, VP of HR) and brokers in high-stress and time-critical situations. --Developed curriculum (and facilitated first training session) for use in training program of Customer Support Consultants across Humana’s markets. --Led introduction and continued refinement of system to track service issues in Ohio market. Show less

• Project Analyst

  • 2004 - 2005

  Drove tactical and strategic management of the Agent portal of Humana’s Web site. Regularly met with sales leadership to demonstrate value of Web projects. Conducted cost/benefit analyses and worked collaboratively with Humana’s Strategic Consultancy team to prioritize and secure resources for Web projects. --Drove enhancement that led to 20%+ increase in agent registration. --Developed survey tools to better understand end-user needs. --Led development of e-newsletter distributed to… Show more Drove tactical and strategic management of the Agent portal of Humana’s Web site. Regularly met with sales leadership to demonstrate value of Web projects. Conducted cost/benefit analyses and worked collaboratively with Humana’s Strategic Consultancy team to prioritize and secure resources for Web projects. --Drove enhancement that led to 20%+ increase in agent registration. --Developed survey tools to better understand end-user needs. --Led development of e-newsletter distributed to Humana’s sales force. --Leveraged relationships with brokers to gain competitive intelligence about competitors’ secured Web sites.

• Project Manager - Web Development

  • 2002 - 2004

  Managed variety of Web projects for Member portal of Humana’s Web site. Championed usability best practices to department and corporate leaders, which included researching and presenting examples of usability-related ROI. --Became first Humana associate to receive designation of Certified Usability Analyst from Human Factors International, a company that eventually provided consulting services to Humana on large-scale projects. --Developed and oversaw Humana’s first in-house usability… Show more Managed variety of Web projects for Member portal of Humana’s Web site. Championed usability best practices to department and corporate leaders, which included researching and presenting examples of usability-related ROI. --Became first Humana associate to receive designation of Certified Usability Analyst from Human Factors International, a company that eventually provided consulting services to Humana on large-scale projects. --Developed and oversaw Humana’s first in-house usability tests (Web & Interactive Voice Response systems) involving Humana members, employers, associates, and agents. --Sought out volunteer opportunities with the Usability Professionals’ Association (UPA). That led to professional interactions with peers from companies such as Microsoft, IBM, and Eastman Kodak, which enabled me to assimilate a variety of best practices into Humana’s usability program.

• Senior Writer/Editor

  • 1999 - 2002

  Responsible for producing copy for variety of marketing materials (Web, print, e-mail) within rigid deadlines and managed multiple revisions to meet needs of stakeholders. Managed production and distribution of Humana’s nationwide agent publication. Led initial and ongoing development of Humana’s associate newsletter for its 4,200 Green Bay associates.


Louisville Magazine
• United States
• Book and Periodical Publishing
• 1 - 100 Employee
• Freelance Writer

  • May 2001 - May 2003


Equitable Reserve Association

• Communications Coordinator

  • Feb 1996 - Nov 1999

  Managed writing, design, and production of agent and member publications, though which I developed consistent and engaging corporate messaging. Interacted with members of the media to reinforce corporate messaging and strategy. Served as “public face” of organization at company sponsored community events. Managed writing, design, and production of agent and member publications, though which I developed consistent and engaging corporate messaging. Interacted with members of the media to reinforce corporate messaging and strategy. Served as “public face” of organization at company sponsored community events.



Wausau Daily Herald

• United States

• Features Reporter

  • 1992 - 1995

  Maintained high level of creativity and organization, despite deadline pressure and the often chaotic work environment of a daily newspaper. Honed ability to quickly develop rapport with wide variety of personality types. Maintained high level of creativity and organization, despite deadline pressure and the often chaotic work environment of a daily newspaper. Honed ability to quickly develop rapport with wide variety of personality types.