Joan Welch
Richton Park,IL
Summary
Dedicated and organized Operations Manager with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Manager
Addus Healthcare Services
Chicago, IL
01.2020 - 09.2023
- Analyzed data from surveys and focus groups to identify areas for improvement in organizational operations.
- Strategic planning and daily management of operations related to case management for all clients ensure optimum utilization of resources, service delivery, and regulatory compliance.
- Led cross-functional teams in problem-solving activities related to process improvements.
- Implemented policies and standard operating procedures, and managed quality, customer service, and logistics.
- Collaborated with team members to develop new initiatives aimed at improving operational effectiveness.
- Reviewed documents prior to submission by staff members for accuracy and compliance with established guidelines.
Certified Occupational Therapy Assistant/Licensed (PRN)
Gento Home Health Care
Chicago, IL
10.2019 - 08.2021
- Partner with the occupational therapist to develop treatment plans and goals for 25 patients weekly, to identify goals, and improve patient outcomes.
- Participate in weekly case conferences and conduct in-service meetings, while recording treatment plans and progress notes, to document and communicate changes in patients' conditions.
- Performed quality assurance checks on all completed documentation, as required by insurance companies.
- Created detailed records of patient evaluations, treatments, progress and discharge summaries.
Program Therapy Manager
Select Rehabilitation
Glenview, IL
09.2017 - 09.2019
- Provided direction to 25 members of the clinical team to meet productivity standards and optimize efficient and effective operations of the rehab department in accordance with Medicare, Medicaid, state, and federal regulations.
- Created reports on financial performance, competitive analysis, and industry trends.
- Monitored competitor activities, identified opportunities for improvement, and suggested new initiatives or services to capitalize on them.
- Presented findings from analyses of market dynamics, customer segmentation, pricing models at executive meetings.
- Implemented metrics tracking tools to monitor progress against established goals over time.
- Identified discrepancies in claim documents, corrected errors, and updated records accordingly.
Certified Occupational Therapy Assistant (PRN)
Select Rehabilitation
Glenview, IL
08.2015 - 08.2017
- Provided direct patient care and interventions to individuals with physical, cognitive, psychological, or social disabilities.
- Conducted assessments of clients' abilities and monitored progress towards their goals.
- Collaborated with other health care professionals to develop strategies for improving the quality of life for clients.
- Administered standardized tests to measure client's performance in areas such as strength, range of motion, sensation and coordination.
- Created detailed records of patient evaluations, treatments, progress and discharge summaries.
Occupational Therapy Assistant Program Director
Education Management Company
Merrillville, IN
03.2009 - 08.2017
- Championed a new academic program through curriculum development, instructional leadership, faculty recruitment, and program accreditation; reached a 94% and above student pass/graduation rate.
- Successful in maintaining a 93% and above student retention rate.
- Consulted with the Campus Head of Academic Affairs to maintain the fiscal soundness of the program; oversaw the annual $750,000 operating budget for personnel, program expenses, and capital needs.
- Provided creative direction and support to the academic team in creating engaging presentations.
- Ensured compliance with university regulations regarding student advising issues.
- Maintained compliance with university standards and regulations related to academic affairs.
Senior Therapy Program Manager
Infinity Rehab
Hobart, IN
12.2003 - 02.2009
- Facilitated leadership and management for multi-site rehab departments at skilled nursing facilities, along with building strong connections with hospitals, physicians, and other healthcare disciplines.
- Advised clinical staff, affiliates, and business associates to establish, promote, and implement recommended practices and system guidelines.
- Created reports summarizing data on activity levels, patient outcomes, and utilization patterns as requested by administration or other stakeholders.
- Conducted audits on claims data submitted by providers and payers against established criteria.
- Oversaw the budgeting process related to clinical operations activities, including forecasting costs associated with contract resources.
- Support enterprise-wide clinical initiatives through project management.
Education
Master of Health Administration in Healthcare Administration -
Governors State University
04.2006
Bachelor of Arts in Interdisciplinary Studies -
Governors State University
12.2003
Associates in Applied Science Occupational Therapy Assistant -
South Suburban College
09.1994
Skills
- Analysis skills
- Project management
- Strategic planning
- Marketing
- Quality assurance
- Microsoft Powerpoint
- Program development
- Presentation skills
- Operations management
- Fiscal management
- Managed Care/Medicaid/Medicare
- Customer Relationship Management
- Account management
- P&L Management
- Employee Relations
- EMR systems
- Microsoft Teams
Certification
- Certified Occupational Therapy Assistant, Experience providing occupational therapy services in various rehab settings including home health to clientele with developmental and learning disabilities; head injuries, stroke, autism, physical limitations, spinal cord injuries, orthopedic conditions and hospice services
- Long Term Care Certification, College of Health and Human Services. Obtained theoretical and practical knowledge in long-term care administration, as well as to prepare for the Illinois licensing examination for nursing home administrators. The long-term care certificate is approved by the Illinois Department of Financial and Professional Registration under Section 310.40 of the rules for the Nursing Home Administrators Licensing Act
- CPR Certification, Present, Basic Life Support (BLS) for Healthcare Providers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Flexible work hoursPaid time offHealthcare benefitsWork-life balance401k matchWork from home optionPaid sick leaveTimeline
Operations Manager
Addus Healthcare Services
01.2020 - 09.2023
Certified Occupational Therapy Assistant/Licensed (PRN)
Gento Home Health Care
10.2019 - 08.2021
Program Therapy Manager
Select Rehabilitation
09.2017 - 09.2019
Certified Occupational Therapy Assistant (PRN)
Select Rehabilitation
08.2015 - 08.2017
Occupational Therapy Assistant Program Director
Education Management Company
03.2009 - 08.2017
Senior Therapy Program Manager
Infinity Rehab
12.2003 - 02.2009
Master of Health Administration in Healthcare Administration -
Governors State University
Bachelor of Arts in Interdisciplinary Studies -
Governors State University
Associates in Applied Science Occupational Therapy Assistant -
South Suburban College
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