Anthony Thornton, Mhs (He/Him/His) Email & Phone Number

Philadelphia, Pa, Us

Advocacy - Directs the state and federally mandated program that provides resources to Area Agencies on Aging and other contractors involved in the investigation and resolution of complaints related to the health, safety or rights of older individuals. Work involves providing oversight in the development and implementation of program initiatives; developing program policy and procedural recommendations; analyzing proposed legislation to determine impact on current programs; and providing recommendations to the Secretary and Deputy Secretary on long term care issues. Work also involves directing the development of educational and training opportunities and materials for local ombudsmen and the general public; directing the daily activities, providing functional oversight and providing technical assistance to Area Agencies on Aging and local contractors; ensuring effective local level complaint investigative processes are implemented; and preparing, as required by state law, the Ombudsman Program's Annual Report for presentation to the legislature. Supervision is exercised over a small professional and clerical staff. Work is assigned in the form of broad program goals and objectives, and the employee exercises considerable latitude in planning, scheduling and assigning work to ensure goals are achieved. Work is reviewed by the Deputy Secretary through reports and conferences to determine attainment of goals and objectives and overall program quality.

Philadelphia, Pennsylvania, United States

•Manage admissions process to assist patients and providers with navigating insurance eligibility issues. Investigate and evaluate the quality of patient admission clinical flow operations and outreach program management. Support the clinic management team on operational activities, including scheduling and billing. Update patient information, make changes, route documents to clinical staff for review, and upload documents into electronic medical record management platform.•Develop innovative business programs in conjunction with practice manager and outreach director to staff based on needs analysis; reviews new and continuing partnerships and fosters and maintains relationships to improve patient retention. •Attending and conducting meetings with practice and organization officials to discuss obstacles and policy issues; meets with members of community groups interested in participating in or influencing the service programs provided. •Prepares and submits weekly reports on program activities and achievements and on progress toward overall goals; develops and prepares annual, comprehensive, and special program plans; prepares or participates in the preparation of various reports to leadership and shareholders.

Philadelphia, Pennsylvania, United States

* Managed a team of seven (7) census field managers, 60 census field supervisors and 8-10 office support staff. Performed an ancillary role of managing other census support staff in the IT, Administrative & Recruiting functions* Devised an employee onboarding plan that successfully brought on nearly 2,100 individuals in 6 months and drove high levels of engagement early on to significantly decrease the risk of attrition. * Led efforts in double-digit improvements in data collection deliverables from 65% to 99% which led to a little over $2,000 per-Philadelphian, per-year of federal government funding for each person counted.* Turnaround specialist that reversed a negative trend in attrition and increased Employee Retention by 38% (despite Covid-19 concerns) through engagement by utilizing accomplishment recognition, better training, mentorship, and autonomy

Greater Philadelphia Area

* Provided direct oversite to 250 field enumerators, 10-15 Census Field Supervisors, and office supervisor with 3-5 office support staff. Zone 1 had a QA rating of 95.8%, the highest in the area out of 5 zones.* Saved agency $200-250K in OT and transportation reimbursements by utilizing analytics to predict times of likely high client contact and route mapping optimization.* Cultivator of strategic alliances and relationship building with various organizations which led to negotiated agreements for space at 126 sites for training at no cost to the agency.* Implemented and directed the assembly and distribution of 20,000 PPD kits for field personnel applying batch production methods to provide personal protective equipment and its critical role in helping to reduce the spread of COVID-19.

Philadelphia, Pennsylvania

* Management of fourteen (14) agents who fielded inquiries, and handled complaints in a high-volume call center in addition to supplemental management of service coordinators. Investigated, resolved, and communicated as many as 20 clients and provider claim issues and changes per day.* Reorganized WFM (workforce management) activities in a call center and decreased Average Response Time from 72 to 3 hours in 90 days. Subsequently, overall email volume shrank by 50% in 120 days.* Increased call agent’s Accept Service Level % KPI’s >50% in 4 months. Cut call agent’s Abandon Waiting by 45% in 3 months.* Created a safety plan and Influenced involvement from the company’s workforce management to be OSHA compliant. Workers' compensation premium was reduced to $28,000 and injuries dropped to one in 67 employees.

Philadelphia, Pennsylvania, United States

* Managed team of six (6) assessment field workers gathering data for home care services. Reviewed all preliminary intake information and biopsychosocial assessments made by direct reporting staff.* Resolved and made a quick reaction to possible problems in procedure which led to an increase of up to 90 cases per week being processed.* While chairing the agency’s safety committee during 2018, measures were introduced that reduced the lost-workday case rate to 0.2, 97% below the national average of 6.4 for this industry.

Philadelphia, Pennsylvania, United States

* Assessed, planned, and implemented care strategies that are individualized by the patient and directed toward the most appropriate, least restrictive level of care. Completed 12 assessments per week, 97% of expectation rate.* Supplied significant input to a mentoring program for career development, to produce increased employee retention and engagement. This led to 8 direct promotions (including my own) and a 10% increase in retention.

Greater Philadelphia Area

* Responsible for investigating reports of adult maltreatment involving adults 18 and older in accordance with ACA 12-12-1701 et. seq. * 690 cases completed 93.7% closure rate. community and facility investigations were closed with satisfactory evidence of for a 91% success rate, 100% of my recommendations were judged as accurate by the OAPS Supervisor.

Maple Shade, Nj

• Developed and implemented behavioral goals and objectives for five (5) adults suffering from traumatic brain injuries (TBI), the consumers I served consistently reached goal benchmarks by 78%.• While performing job-coaching duties to traumatic brain-injured individuals, four (4) out of the five (5) were able to find, keep and excel in competitive employment.• Consistently ranked as a highly effective facilitator by the individuals and families I served and averaged a score of 4.5 on a Likert scale with 1 being “very dissatisfied" and 5 being “very satisfied”

Bethlehem Pennsylvania

• Directed a team of eight (8) staff and managed the daily operations of a community living option (CLO) for six (6) disabled clients, by providing housing, support services, and care. • Coordinated on-site supervision and implemented program and client ISP goals. • Accurately and effectively managed program budget and expenses.• Maintained updated clinical, facility and regulatory paperwork and forms. • Co-directed in hiring, training and evaluation of direct care staff.

Cherry Hill Nj

• Enhanced cognitive remediation programming and provided direct and consultative services at a day treatment program. • Trained twenty-five (25) clients in conflict resolution and communication while teaching clients ways to deal with negative emotions utilizing CBT.

Master'S Degree, Human Services, General, 3.97

Activities and Societies: Pi Gamma Mu Social Science Honor SocietyHuman Services is broadly defined, uniquely approaching the objective.

Bachelor Of Science - Bs, Biology/Biological Sciences, General