Lisa Biddle-Puffer Email & Phone Number

Louisville, KY, US

• Responsible for managing the quality improvement programs for 2 pioneering nonprofit, mission-based nursing care centers renowned for excellence.
• Maintaining 5-star ratings at both campuses.
• Zero-deficiency infection control focused surveys during COVID-19 pandemic.
• Researching regulations and developing policies.
• Leading Quality Assurance Performance Improvement and Board Quality and Compliance activities.

Louisville, Kentucky Area

• Finessed the transition of ownership while managing daily operations of 170-bed non-profit facility with Independent Living, Personal Care, Nursing and Skilled care
• Best-in-Class Customer Satisfaction ratings.
• Directed Clinical Operations ensuring compliance with KY state regulations, federal CMS regulations and guidelines, and leadership of Quality Assurance Performance Improvement mechanisms.
• Worked with Human Resources consultant to manage all HR initiatives including payroll conversion.
• Maintained ongoing communication with appropriate members of the outside community, including the Advisory Council, Ombudsman and Ursuline Sisters Leadership.
• American Health Care Association Bronze Award Commitment to Quality.

Louisville, Kentucky Area

• Responsible for marketing Crescent Place in Shelbyville, KY and Fairview Place in Carrollton, KY in order to increase overall occupancy for family-owned rural facilities.
• Evaluated and analyzed the features and benefits of both facilities.
• Developed marketing plan for each facility with monthly updates.
• Created and implemented sales training for leadership to enhance culture of sales and service increasing occupancy from 70% to a waiting list in Shelbyville in 4 months.
• Guided ownership, employees and clients through leadership transition to grow census to all-time high in Carrollton.

Louisville, KY

• Led facility through a corporate acquisition involving total system and process conversion while retaining staff, patient occupancy, quality service and positive reputation becoming a higher-acuity, 95 bed Skilled.
• Increased annual earnings to $2M by significantly expanding rehab care.
• Improved staff attendance, customer service ratings and regulatory compliance and decreased worker and resident injuries and by creating “TeamWorks” initiative for 120+ associates focusing monthly on goals and employee.
• Lowest associate turnover of all urban facilities in company for 5 consecutive years.
• National Award winner for customer satisfaction.
• Rated 5 Star (highest) Facility by Medicare.

Louisville, KY

• Responsible for all aspects of facilities management including resident care, financial performance, regulatory compliance, human resources and marketing functions for a 44 bed Nursing Facility and 50 bed Personal Care.
• Maintained a 99% occupancy rate by improving quality standards and innovating new marketing initiatives.
• Achieved zero-deficiency regulatory surveys for 4 years.
• Consistently ranked among top financial performers in company with 19 skilled facilities.
• Implemented staff development and appreciation initiatives that improved retention rate by approximately 15%.

Carrollton, KY

• AdministratorManaged overall operations of 72 bed, rural facility employing 90 staff members with annual operating budget of $700K.
• Survey citations diminished by over 33% (no substandard quality of care) within first 6 months as administrator.
• Oversaw and helped develop facility’s first budget for all job classes and all expense accounts.
• Reworked staffing and wage scale to eliminate temporary agency staffing.

Louisville, KY

• Administrator in Training/Director of Admissions
• Boosted census from 83% to 96% occupancy in 168-bed facility
• Increased Medicare utilization for maximum reimbursement by >300%
• Trained new employees and coworkers from other facilities to oversee admission process.
• Admitted up to 30+ new patients per month.

Master'S Degree, Family Communication, 3.6/4.0

Activities and Societies: • Bostrom Young Scholar Award from Southern States Speech Communication Association for article titled.

Bachelor'S Degree, Psychology And Communication, 3.5/4.0