ANGELA JENNER
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Branch Manager
Elder's Journey Home Care
09.2024 - Current
- Foster a collaborative team environment, setting clear expectations and providing ongoing feedback to drive team performance
- Report to leadership on nurse utilization, hours scheduled, client census, and services provided, focusing on continuous improvement initiatives
- Maintain high level of employee morale to minimize turnover and maximize customer satisfaction.
- Review employee job performance and contribution during performance appraisal.
- Manage organizational and documentation compliance procedures within branch.
- Enforce branch compliance with audit and regulatory procedures.
- Ensure compliance with applicable laws and regulations regarding Medicaid PA and Waiver services.
Client Service Manager
Q-Centrix
08.2017 - 06.2024
- Oversaw a team of 64 abstractors, focusing on employee development and maintaining a utilization score of 95%
- Led ongoing improvement initiatives and coaching sessions, yielding an 89% data abstraction efficiency and consistently achieving IRR scores surpassing 97%
- Achieved the highest client retention rate within the division and optimized abstractor workflow, reducing IT access wait times from 8 weeks to 4 weeks
- Implemented performance reviews and feedback mechanisms to enhance team engagement and accountability
- Built and fostered strong relationships with clients, exceeding expectations and building trust.
- Developed and maintained effective relationships with customers, staff, and vendors.
- Utilized problem solving techniques to quickly resolve escalated issues from customers.
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Lead team of customer service representatives to ensure quality standards are met.
Clinical Quality Performance Analyst
Hancock Regional Hospital
01.2013 - 01.2018
- Conducted patient chart abstraction for inpatient and outpatient quality reporting programs mandated by CMS, focusing on training staff to meet quality standards
- Enhanced CMS core measures rates, contributing to Hancock Regional Health achieving a 100% quality care rating
- Played a pivotal role in attaining an 'A' Leapfrog Safety Grade for patient safety excellence through team collaboration and quality improvement initiatives
- Identified and resolved data discrepancies to ensure data accuracy.
- Prepared manuals and train workers in use of new forms, reports, procedures, and equipment, accorded to organizational policy.
- Analyzed data gathered and developed solutions and alternative methods of proceeding.
Director of Nursing
Hancock Regional Hospital
01.2007 - 01.2013
- Coordinated a hospital-based acute inpatient rehab program for a 10-bed unit, leading it to be in the top decile for patient outcomes among 998 IRFs
- Educated and led RN, PT, OT, and ST staff to a 100% pass rate on FIM certification biannually, fostering a culture of continuous learning and improvement
- Monitored program activities and reported progress to senior management.
- Utilized strong organizational skills to prioritize workloads, meet deadlines, and exceed expectations.
- Led team meetings to ensure effective communication between departments and timely execution of tasks.
Nursing Services Manager
Hancock Regional Hospital
01.2002 - 01.2007
- Managed nursing services for a 22-bed skilled nursing facility unit, ensuring compliance with state standards while coaching staff on best practices
- Conducted interviews and onboarding for nursing staff, achieving deficiency-free state board of health surveys annually
- Implemented annual staff education programs, fostering professional development and enhancing team performance
- Supervised daily operations of nursing staff including scheduling, assigning tasks and evaluating performance.
- Investigated complaints regarding nursing staff or patient care practices.
- Collaborated with health care providers in developing individualized plans of care for patients.
- Facilitated communication between multidisciplinary teams to coordinate patient care activities.
Education
Master of Business Administration -
Western Governors University
12.2026
Bachelor of Science - Nursing
Indiana University East
01.1996
Skills
- Employee Management and Coaching
- Project Management
- Quality improvement
- Strong communication skills
- Team leadership
- Quality metrics
- Healthcare regulations
- Critical thinking
Certification
Registered Nurse, 28141575A
Affiliations
- American Organization of Nurse Leadership
- American Nurse Association
Timeline
Branch Manager
Elder's Journey Home Care
09.2024 - Current
Client Service Manager
Q-Centrix
08.2017 - 06.2024
Clinical Quality Performance Analyst
Hancock Regional Hospital
01.2013 - 01.2018
Director of Nursing
Hancock Regional Hospital
01.2007 - 01.2013
Nursing Services Manager
Hancock Regional Hospital
01.2002 - 01.2007
Bachelor of Science - Nursing
Indiana University East
Master of Business Administration -
Western Governors University
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