Jana Decker Email & Phone Number

Tulsa, Ok, Us

Tulsa, Oklahoma, United States

■ Modernized the Foundation for Wellness Certification Course for the International Council on Active Aging from an outdated clinical only focus to a wellness perspective, ensuring relevancy in a post-COVID landscape.■ Streamlined clients efficiencies by integrating best practices, leading group problem-solving to devise impactful solutions, and establishing a systemic framework through rewards, recognition, and accountability mechanisms.■ Reignited the Leadership in Wellness Management certification course for the International Council on Active Aging, modernizing industry trend data and remodeling content.

■ Invited to speak at the ICAA international convention presenting on the outstanding programs and systems I developed supporting an emotional labor force during the pandemic.■ Known as an industry trailblazer and featured in the international publication, The Journal on Active Aging, contributing on resident engagement strategies used in 19 communities across 10 different states during the pandemic.■ Recreated and redefined what engagement and connection looked like in resident communities, overcoming 90% of covid isolation and impacting thousands across the country.■ Presented to corporate executive team and Board members in a $331M organization about the design and implementation of first of their kind programming eventually rolled out from 1 location to all 19 nationally. ■ One of very few senior living communities able to retain 100% of staff with no furloughs during covid as a result of unique staffing assignments used to maintain resident engagement and health. ■ Guided customer service training that produced 8 award nominees and a national winner, fostering culture of service excellence that boosted reputation and revenue.■ Tapped by COO to roll out strategy calls across 10 states providing crucial guidance navigating vastly differing political landscapes impacting policy enactment. ■ Pioneered program development sparking corporate invitations to craft enterprise-level guidance, redefining standards for community engagement.■ Increased morale, curbed absenteeism, and showcased in global presentation on resilient workforce culture after partnering HR in staff program development.■ Spearheaded customer programs designed to improve interactions; achieved above average participation rates compared to peer locations. ■ Key leader in development, content creation, and roll-out of an in-house app for thousands of customers nationwide; exceeding national tech adoption rates 44%+ in a hard to reach demographic.

Tulsa, Oklahoma Area

■ Selected to speak at the ICAA International Convention on patient centered care initiatives that enhance patient/family experience, increase employee satisfaction, and reduce transitional trauma.■ Consultant for a patient centered care organization providing guidelines and support to organizations in care and services transformations. ■ Pioneered initiatives to close independent living service gaps, significantly boosting engagement, outcomes, and staff retention via innovative content development.■ Ensured ROI in significant training investment for 600+ employee organization by imbuing practices throughout the customer continuum, bypassing the ‘flavor of the month’ stereotype.■ Leveraged focus group findings to create and roll-out within 6 months a specialized program improving customer mix, satisfaction scores, and client outcomes.

■ Streamlined resident care transitions across communities, boosted satisfaction, enriched payer mix, and clarified guidelines, fueling revenue growth in additional business lines.■ Streamlined ‘at risk’ client metrics and reporting, praised by staff for improving communication and interventions, boosting service revenues and adopted system-wide in 7 locations as a best practice to enhance customer care.■ Boosted revenue across the customer lifecycle with marketplace differentiating programming, setting the organization apart in reputation and results.

■ Selected to serve as external consultant’s ‘inside’ program coordinator; created 35.7% reduction in staff turnover in 1 year, and achieved program’s bronze level award 33% faster than average and ahead of 6 sister locations. ■ Identified systemic barriers to program adoption across siloed teams and functions; operationalized everyday interactions that drove the highest attended staff meetings in department history. ■ Incredible at culture transformations, devised a steering committee crossing stakeholder groups that built partnerships driving revenue, referrals, recruitment, and satisfaction scores for both employees and customers. ■ Innovated peer interviewing processes and built standardized staff selection tools that slashed 102.15% turnover in 1 year’s time to just 65.66% while upholding high performance standards.

■ Launched 30-day quality intervention program, improving quality measures against regional metrics by 52.5% and 21.2% above national averages.■ Identified lost billing opportunities due to ineffective documentation processes organization wide; implemented new SOPs and captured revenue, referrals, and happy contract providers. ■ Elected by peers 9 years running as Strategy Chair leading to the organization meeting or exceeding industry benchmarks in satisfaction, operating margin, and revenue in a referral-driven market. ■ Rolled out unbiased care navigation framework setting new company-wide best practice standards, improving payer mix, revenue, occupancy, and sat scores.■ As an Executive Team member, steered strategic direction through industry trends and feedback, clinching accolades and cementing organization’s community reputation, financial strength, and market visibility.

■ Elevated the organization to industry leader status, increasing revenue by leveraging expert roles on boards, community committees, and driving policy change thereby solidifying status as the market go-to.■ Selected as 1 of the most innovative, strategic thinking Directors companywide to attend and benchmark from the Malcom Baldgrige conference to develop outcome based programming.■ Became such an industry go-to, competitors would benchmark the programming and operating structures I created.■ Built the business case for skeptical leaders with proven outcomes demonstrating that taking industry leading stances on evolving business models did drive new customer revenue.

■ Pivoting with industry changes, rolled out whole-person programming crafted for a startup community, fostering entirely new culture with 85%+ customer participation in <3 years.■ Developed globally award-winning programming competing with 100s of senior living communities worldwide. ■ Key leader in development and implementation of employee programming across 7 locations and thousands of employees; reduced overtime, light duty, turnover, and reached 90%+ KPIs in satisfaction markers.■ Developed tailored onboarding and training program, leading to highest satisfaction and lowest turnover among 8 departments.■ Overcame technology challenges in hard to reach populations, meaningfully increasing engagement with 400+ customers driving improved customer experiences.■ Early pioneer in the ‘wellness’ operating model for senior living communities, achieving significant local, regional, national, and global recognition for first of its kind, highly effective program development.