Hi, I’m
Courtney Thomas
Gilbert
The best way out is always through.
Robert Frost
Summary
Accomplished Operations and Business Development leader offering 13 years of experience in leading senior living operations and enhancing revenue. Bringing expertise in client acquisition and contract negotiation, along with excellent interpersonal communication, relationship-building and team leadership abilities. Results-driven and proactive with demonstrated record of accomplishment in meeting and exceeding sales and revenue objectives. Passionate about resident quality of care, and helping communities reach maximum potential.
Overview
13
years of professional experience
2
Certifications
Work History
Advanced Health Institute
Regional Director of Business Development and Operations
06.2021 - Current
Job overview
- Advisor and consultant for various Skilled Nursing and Assisted Living communities
- Working with communities on Survey Readiness
- Working with communities on Plan of Correction
- Identifing areas for improvement within Assisted Living and Skilled Nursing facilities
- Onboarding new leadership
- Assisting clients with assessing, planning, developing, and implementing systems and processes.
- Generating new business with marketing initiatives and strategic plans
- Establishing relationships with key decision-makers within customer's organization to promote growth and retention
- Performing client research and identified opportunities for account growth, account penetration and market expansion
- Representing company and promoting products at conferences and industry events
- Developing and presenting educational seminars at industry conferences and events
- Negotiating and closing long-term agreements with new clients in assigned territory
- Keeping meticulous client notes and updating account information in company databases
- Handling problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Scheduling employees for shifts, taking into account customer traffic and employee strengths
- Tracking employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
PARK Senior Villas
Executive Director
02.2021 - 06.2021
Job overview
- Responsible for management of 64 bed assisted living and memory care community
- Oversight of all aspects of day-to-day community operations
- Managed community budgets including labor costs, raw food costs, accounts receivable, accounts payable, and payroll
- Developed and implemented sales and marketing plans, maximizing occupancy
- Implemented 'outside-the-box' programs for staff appreciation, stabilizing staff turnover in a volatile job market.
SAL Management Group - Heritage Village
Administrator
06.2019 - 02.2021
Job overview
- Responsible for management of 184 bed assisted living and memory care community
- Oversight of all aspects of day-to-day community operations
- Managed community budgets including labor costs, raw food costs, accounts receivable, accounts payable, and payroll
- Developed and implemented sales and marketing plans, maximizing occupancy
- Assisted in obtaining state licensure for four new 23 bed houses
- Reduced OT from 20% to less than 2% and eliminated use of agency staff
- Created a culture in community which has stabilized department head and line staff turnover
- Improved resident and family satisfaction as proven in company's annual satisfaction survey results
- Achieved 'SAL Community of the Month' award in October 2019
- Mentored and developed two department heads, helping them to obtain AZ caregiver certificates and AL Manager's certificates.
SAL Management Group
Regional Manager
12.2018 - 06.2019
Job overview
- Oversight of three communities and administrators in the Arizona market
- Reported weekly resident, marketing, and financial information to owners and investors
- Supervised and supported administrators in managing day-to-day operations in each individual community
- Supervised and supported administrators in developing marketing plans and growing occupancy in each community
- Assisted in obtaining state licensure for two new 23 bed houses at Heritage Village during first month in position
- In absence of administrator, had direct oversight of the Visions Mesa community and obtained highest occupancy in history of community (100%)
- Created a culture in the three communities which has stabilized Administrator, department head and line staff turnover.
Savanna House Assisted Living and Memory Care
Executive Director
10.2016 - 09.2018
Job overview
- Developed, implemented, and executed plan for 10 participant adult day care program
- Managed all aspects of pre-open activities, including developing and executing initial marketing plans with Director of Community Relations
- Managed pre-open budgets, ensuring expenses were controlled
- Ended each month below budgeted spending prior to open
- Ensured community was well-marketed via print ads, digital presence, radio commercials, and television segments (Sonoran Living Live)
- Initial deposit goal for open was 20 deposits; partnering with Director of Community Relations, achieved 32 deposits prior to open
- Maintained close relationship with general contractor throughout construction process, ensuring deadlines were met and any deviation from deadline plan was communicated to owner group
- Oversaw all FF&E deliveries for community, confirming items were delivered as scheduled and placed in the appropriate locations
- Recruited, interviewed, and hired initial department head team prior to community open
- Recruited, interviewed, and hired initial line staff prior to community open
- Coached and mentored department head team to prepare for initial community open in each of their individual departments
- Assisted general contractor in developing application for DHS Architectural review, prior to DHS license survey
- Developed, implemented, and executed plan for successful open of new 87 bed assisted living and 48 bed memory care community
- Created all policies and procedures adhering to Arizona state regulations, successfully passed State survey to obtain license deficiency-free
- Achieved above-budget census each month since community open
- Assisted department heads in writing staff schedules, flexing with actual and projected occupancy to ensure resident satisfaction remained elevated.
Silverado Senior Living
Executive Director
08.2016 - 10.2016
Job overview
- Responsible for management of 80 bed stand-alone memory care community
- Oversaw all aspects of day-to-day community operations
- Managed community budgets including labor costs, raw food costs, accounts receivable, accounts payable, and payroll
- Developed and implemented sales and marketing plans, maximizing occupancy
- Rebuilt department head staff; filled 6 open department head positions within first 4 weeks in ED position
- Improved family satisfaction, stabilized complaints and improved overall culture in community
- Drastically reduced use of overtime, from 26% to less than 2%.
Brookdale East Mesa & Brookdale East Arbor
Executive Director
03.2014 - 08.2016
Job overview
- Responsible for management of 50 bed secured assisted living community, and 52 bed stand-alone memory care
- Oversaw all aspects of day-to-day community operations
- Managed community budgets including labor costs, raw food costs, accounts receivable, accounts payable, and payroll
- Developed and implemented sales and marketing plans, maximizing occupancy
- Consistently maintained 95% or better community occupancy
- Maintained average 1.2% OT percentage for 2015
- Increased resident/family satisfaction and acquired only one 'dissatisfaction' move-out for 2015
- Mentored and developed Business Office Coordinator in career path to becoming an ED, helping her to obtain AZ caregiver certificate and study for manager's exam.
Emeritus at East Mesa
Business Office Director/Assistant Executive Director
09.2012 - 03.2014
Job overview
- Job duties encompassed coordinating and managing business office functions including employee safety, human resources, training, payroll, worker's compensation, accounts receivable, accounts payable, and customer service
- Assisted Executive Director in managing line staff, including attendance and performance issues
- Obtained Arizona Assisted Living Manager license
- Processed Medicaid billings monthly for approximately 30 residents, as well as collecting payment on services rendered and following up on any claims that were denied
- Consistently maintained low Care Variances between wEcare and eSite
- Consistently maintained $0 Bad Debt expense for community
- Assisted in consistently maintaining 98% or better community occupancy.
Emeritus at Mesa
Business Office Director
08.2010 - 03.2012
Job overview
- Job duties encompassed coordinating and managing business office functions including employee safety, human resources, training, payroll, worker's compensation, accounts receivable, accounts payable, and customer service
- Processed Medicaid billings monthly for approximately 30 residents, as well as collected payment on services rendered and followed up on any claims that were denied
- Consistently maintained low Care Variances between wEcare and eSite
- Consistently achieved monthly private pay collections DSO of .40 days or below
- Trained new Business Office Directors on Emeritus policies and procedures as related to the business office
- Assisted the Regional Team in a Comprehensive Process Review at Emeritus at Sunshine Village.
Education
Axia College of University of Phoenix
A.A. from Accounting
Skills
- Strategic Planning
- Strategic Partnerships
- Business Operations
- Team Building
- Family Satisfaction Improvement
- Community Culture Improvement
- Mentorship
- Interim Leadership
Certification
- Caregiver Certifications (Supervisory, Personal, & Directed)
- State of Arizona Assisted Living Manager Certificate #ALM-10694
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regional Director of Business Development and Operations
Advanced Health Institute
06.2021 - Current
Executive Director
PARK Senior Villas
02.2021 - 06.2021
Administrator
SAL Management Group - Heritage Village
06.2019 - 02.2021
Regional Manager
SAL Management Group
12.2018 - 06.2019
Executive Director
Savanna House Assisted Living and Memory Care
10.2016 - 09.2018
Executive Director
Silverado Senior Living
08.2016 - 10.2016
Executive Director
Brookdale East Mesa & Brookdale East Arbor
03.2014 - 08.2016
Business Office Director/Assistant Executive Director
Emeritus at East Mesa
09.2012 - 03.2014
Business Office Director
Emeritus at Mesa
08.2010 - 03.2012
Axia College of University of Phoenix
A.A. from Accounting
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