Senior escalation specialist for dissatisfied clients designed to drive an excellent customer experience, preserve future client business, mitigate risk, and prevent revenue leakage. More details in resume.

Managed the SNF sales, admissions and marketing department, maintaining all day-to-day business operations primary focus to grow census thru new external business partners as well as was awarded preferred provider status with BayCare and Advent prior to COVID onset.Implemented and managed all COVID safety and infection control operations with Executive Director. Organized, screened, tested, documented, reviewed results, reported all testing to applicable agencies (200+ patients / 150+ team members weekly). Reviewed all updates from all agencies (Pinellas County, PCHD, CDC, AHCA, WHO, CMS, USGOV, etc), organized/maintained all local, state and federal documentation and implemented multiple protocol and policy changes as they occurred.

Pioneered, designed and executed a rapid response pilot program for SNF admissions (expansion of the internet sales division) in 9 facilities across 5 states. Achieved a 16% increase in average daily census in less than 3 months in 5 of 9 communities who effectively implemented the process. Assessed areas of opportunity continually via census evaluation, lead base management, and volume vs timeliness of all referrals within the online systems. Provided education, processes and training to sales partners, while managing an average referral volume of 78 leads per day. Extensive experience with web-based referral systems (AIDIN, Allscripts, Navi Health, Enso Care, etc.) as well as multiple CRM tools.

Oversaw and supported the sales and marketing efforts of 12 BU’s (24 FTE’s) across 7 states with varying product lines, primary focus skilled nursing. Focused on building the sales professional skill sets in order to effectively build census through relentless external business development and key strategic partnership alignments. Resulted in positive growth in 8 of 12 markets at an average of 15% average daily census increase YOY. Additionally, developed sales/marketing plans based on local data mining, created a comprehensive training program for sales onboarding, established protocol, implemented and monitored CRM usage expectations. Chosen speaker at National sales conference, chaired efficiency review for admission/sign-in process, chosen for design committee for rebrand.

Independently conducted all activities related to the international implementation of Point Click Care (PCC) e-HR system with special focus on physician orders and medication management. Duties included project management, pre/prep visits, clinical oversight for transition, conducted all adult learning computer center classroom training sessions for C.N.A., RNs, LPNs, Administrators, corporate clinicians (2hr and 8hr classes), pre-Go Live site compliance visits, Go Live onsite lead admin and post Go Live follow up/aftercare. This was conducted across 120+ communities throughout the US, Canada and the UK.

Managed the sales and marketing department, maintaining all day-to-day business operations. Startup community - identified and built relationships with healthcare professionals within the local market, coordinated in-house events for said the sales and marketing department, maintaining all day-to-day business operations. Census growth in 12-month startup phase was 62%, revenue growth to 1M by month 12. Averaged 100-120 admissions per month, with a balance of 60%-40% Medicare/Managed Care mix. Independently built the managed care department (benefits verification, auths, case management tasks, timely reporting, etc.). Managed and negotiated appropriate levels of reimbursement to facilitate highest rates. Responsible for recruitment, hiring, coaching, and developing high performing sales team overseeing 6 direct reports. Critical analysis of referral data, physician data, surgical procedures, hospital data, competitor data, etc. within the eHR system to direct sales team on areas of focus; verified implementation and measured outcomes. Mastered 2 different eHR’s – Optimus and BlueStep; technical advisor to build out CRM capabilities within BlueStep.

Managed the sales and marketing department, maintaining all day-to-day business operations. Grew Medicare census over 30% in two years of assuming role (Medicare was primary focus, no Managed Care utilized in this building). Consistent performance related to census, 103% revenue over budget achieved multiple quarters throughout tenure. External business development, established crucial referral partnerships, skilled at planning, organizing and executing and assessing marketing opportunities to remain within budget. Chosen as 1 of only 2 NATION-WIDE trainers for the Skilled Nursing DCR sales role.

Managed the social services and admissions department, maintaining all day-to-day business operations. Liaison for residents and families, focusing on customer service, problem solving and advocacy. Deficiency free social services/admissions/resident rights surveys. Coordinated all social and ancillary services for residents. Responsible for all admission and discharge preparations, education and documentation. Primary In-Service Lead on topics such as abuse, neglect, resident’s rights, the aging process, customer service, advance directives, Alzheimer’s and dementia, HIPAA compliance, etc. Field trainer for a new social services/admission coordinator hires for Sunrise. Chosen FL Health Care Social Worker of the Year 2007.