Overview
Work History
Education
Timeline
Skills
Summary
References
GeneralManager
Kandy Gould

Kandy Gould

General Manager
Hot Springs,AR

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work History

General Manager

Home Instead Senior Care
06.2018 - Current
  • Leading and managing team of six administrative staff, one hundred caregivers, and one hundred clients
  • Conducting weekly staffing meetings
  • Conducting weekly one-on-one coaching meetings with all administrative staff to go over accountabilities within roles in each department
  • Running gross profit summary reports for monthly KPIs
  • Creating monthly business plan to achieve goals in revenue and client projections
  • Payroll and billing review
  • Interpreting client invoices and resolving billing issues/disputes
  • Cross training all employees in each department
  • Proficiency in Client Care, Human Resources, Recruitment & Retention, Scheduling, Marketing, and administrative roles
  • Maintaining Worker’s Compensation claims, employee benefits, and time accruals
  • Running background checks
  • Providing notary public services
  • Knowledge of Medicaid, long term care providers, and veteran assistance programs
  • Ability to provide non-medical care to seniors in all roles, including caregiving role
  • Working in team environment
  • Ability to achieve revenue and client-based goals to enhance profitability of company.

Client Care Coordinator

Home Instead Seniors Care
06.2017 - 06.2018
  • Researching and developing Referral Provider Network relationships and producing referrals
  • Performing all phases of consultative sales process, including preparation and documentation of cold calls, follow-up calls, diagnosis of referral source and client needs, recommendation of appropriate Home Instead services and additional community resources
  • Maintaining and nurturing existing referral accounts, including follow-up, as necessary
  • Developing sales and marketing plans, detailing weekly and monthly activities focused on meeting or exceeding established goals
  • Effectively presenting Home Instead marketing materials and services to referral providers
  • Maintaining accurate records of all sales and prospecting activities including sales calls; presentations; closed sales; and follow-up activities within assigned territory, including use of software to maintain accurate records to maximize territory potential
  • Developing database of qualified leads from referrals through face-to-face cold calling on referral providers, email, telephone and Web
  • Conducting Service Inquiries and Care Consultations as needed following consultative sales process
  • Promoted

Customer Service Representative

Care IV Home Health
09.2014 - 06.2017
  • For office, provide administrative support to office and field staff
  • Scheduling, Answering multi-line phone system, general clerical tasks, data entry, payroll
  • Managing Human Resource staff compliance, patient chart audits, payroll, credentialing
  • Medical Records
  • After hours on call rotation.
  • Proven ability to learn quickly and adapt to new situations.
  • Self-motivated, with strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with strong work ethic.

Scheduler

Elite Home Health formerly Central Arkansas Home Care
05.2013 - 09.2014
  • Responsible for scheduling 18 clinicians including RN, LPN, PT, OT, ST, and HHA visits on daily/weekly/monthly basis over six county area
  • Additional responsibilities include preparing aide care plans and patient chart audits.

Office Assistant

Central Arkansas Home Care
10.2012 - 04.2013
  • Provided administrative support to office management including answering multi-line phone system, general clerical tasks as assigned, and data entry functions utilizing AllScripts data base
  • Promoted to Scheduler position.

Transaction Processor

ACS/Xerox
10.2010 - 10.2012
  • Data entry for mortgage company assisting customers with loan modifications
  • Document recognition and electronic filing.

Customer Service Representative

Accent Marketing
05.2008 - 09.2010
  • Provided customer service to mobile phone client, data entry using in house programs
  • Worked as supervisor and handled escalated calls.

Education

Associate of Arts - Business Administration

National Park Community College
Hot Springs
06.2012 - 06.2016

High School Diploma -

Lancaster High School
Lancaster, CA
05.2000

Timeline

General Manager

Home Instead Senior Care
06.2018 - Current

Client Care Coordinator

Home Instead Seniors Care
06.2017 - 06.2018

Customer Service Representative

Care IV Home Health
09.2014 - 06.2017

Scheduler

Elite Home Health formerly Central Arkansas Home Care
05.2013 - 09.2014

Office Assistant

Central Arkansas Home Care
10.2012 - 04.2013

Associate of Arts - Business Administration

National Park Community College
06.2012 - 06.2016

Transaction Processor

ACS/Xerox
10.2010 - 10.2012

Customer Service Representative

Accent Marketing
05.2008 - 09.2010

High School Diploma -

Lancaster High School

Skills

  • Microsoft Office
  • Staff Development
  • Verbal and Written Communication
  • Business Management Principles
  • Profit and Loss
  • Staff Training
  • Sales Activities
  • Profit and Loss Accountability
  • Client Account Management
  • Employee Scheduling
  • Customer Service
  • Leadership

Summary

Customer-oriented General Manager with 6 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

References

References Available upon request

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Kandy GouldGeneral Manager