Linda Santiago
POUGHKEEPSIE,NY
Summary
Seasoned Administrator with a proven track record at MidHudson Regional Certified Home Health Agency, showcasing expertise in policy writing and leadership. Spearheaded the development of Behavioral Health and Orthopedic Programs, significantly enhancing operational efficiency and compliance. Demonstrates exceptional strategic planning and staff management skills, driving quality improvement and organizational excellence.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Administrator
MidHudson Regional Certified Home Health Agency
04.2022 - Current
- Oversee the day-to-day operations of a home care agency, managing staff, coordinating patient care plans, ensuring compliance with regulations, and maintaining financial stability by overseeing budgets and resource allocation, all while prioritizing the delivery of quality in-home healthcare services to clients
- Model the organization’s philosophy of customer service excellence, improvement of operational efficiency, empower employees to address service issues with knowledge and support aligned with evidence base best practices.
- Oversight and development of agency educational competency programs for on-boarding new employees and annual regulatory educational requirements
- Development and oversight of organizational Quality Assurance and Performance Improvement program for compliance with regulatory/Accreditation quality metrics, policy/procedure development, and performance improvement activities to drive optimal patient and industry goals and value-based standard achievement.
- Achievements include the development Behavioral Health Program, Orthopedic Program, VBP implementation planning to align organizational VBP goals with staff performance and documentation expectations
Director of Patient Services
Health Quest Home Care
11.2017 - 04.2022
- Assists with recruitment, selection, hiring, orientation, and evaluation of home care site personnel
- Consistently model the organization’s philosophy of customer service by demonstrating responsibility for improvement of operational efficiency, empowering employees to address service issues with knowledge and support and to pervasively communicate the expectations of dedication to both internal and external customer service
- Manage and provide ongoing education, in-service training programs and competency evaluations to improve patient care and employee efficiency for all health care personnel
- Chair the Quality Assessment Performance Improvement Program for oversight of services quality and performance improvement activities to ensure compliance with Federal, State and accreditation standards
- Responsible for the development of the Home Health Agency clinical operations/policy and procedures to meet regulatory standards
Manager of Quality Services
Health Quest Home Care
04.2017 - 11.2017
- Development of agency Quality Assessment Performance Improvement Program to meet new changes in Condition of Participation
- Responsible for Quality Assessment Performance Improvement Program oversight and activities to ensure compliance with Federal, State and accreditation standards
- Manage and provide ongoing education, in-service training programs and competency evaluations to improve patient care and employee efficiency for all health care personnel
Director of Patient Services
Hudson Valley Hospice
04.2015 - 04.2017
- Responsible for the oversight of hospice care services consistent with mission and vision of Hudson Valley Hospice for service excellence
- Develop policy and procedures, workflows and standards for compliance with Joint Commission Standards
- Provide professional oversight of staff through Interdisciplinary Team Meetings/case review and educational services for hospice care delivery in Skilled Nursing facilities
Education Manager
Visiting Nurse Service of New York
01.2015 - 04.2015
- Company Overview: Visiting Nurse Service of New York Center of Innovation and Service Excellence
- Align core functional learning modules for essential competencies required to support the growth, development, and success of new/returning employees
- Responsible for the oversight and development of educational curriculum to improve and align orientation
- Visiting Nurse Service of New York Center of Innovation and Service Excellence
Clinical Nurse Supervisor
Visiting Nurse Service of New York
04.2014 - 01.2015
- Company Overview: Visiting Nurse Service of New York Customer Care Center
- Triage clinical calls agency wide to meet needs of home Care patient population
- Visiting Nurse Service of New York Customer Care Center
Quality Improvement Specialist
Visiting Nurse Service of New York
03.2007 - 04.2014
- Company Overview: Visiting Nurse Service of New York Hospice
- Project design and implementation of an innovative project plan for cost-effective, patient-centered, quality-driven home health aide model of service that includes business plan and workflows for efficient patient care, communication, and documentation best practice guidelines
- Responsible for audit activities to identify documentation and/or performance trends for the identification and implementation of improvement recommendations
- Participation with multiple informatics redesign projects to establish documentation improvement activities and workflows
- Assist with ensuring compliance with CHAP/DOH/Agency regulatory standards
- Visiting Nurse Service of New York Hospice
Health Team Manager
Visiting Nurse Service of New York
12.2005 - 03.2007
- Responsible for overall supervision and management of regional Hospice staff
- Responsible for the coordination, supervision and evaluation of patient care services consistent with philosophy, policies and standards of the agency
- Conduct Interdisciplinary Team Meetings/case reviews
- Oversee daily operations of quality services for targeted population
Coordinator of Care
Visiting Nurse Service of New York
11.2004 - 12.2005
- Responsible for care coordination and management of interdisciplinary coordination and documentation of hospice services to meet regulatory/agency standards
- Effective communication with physician, patient/family and other interdisciplinary team members to ensure appropriate delivery of services
Director of Patient Services
CALVARY HOSPITAL CERTIFIED HOME HEALTH AGENCY
Bronx, USA
01.2000 - 12.2003
- Responsible for the coordination, supervision and evaluation of patient care services consistent with philosophy, policies and standards of the agency
- Development of the Home Health Agency clinical operations/policy and procedures to meet regulatory standards
- Design and implementation of the Home Care Clinical Case Management program for disease-specific clinical pathways, protocols and workflows for efficient patient care and documentation guidelines
- Oversee QA&I Activities, Performance Improvement Projects, Root Cause Analysis and Chair Utilization Review Committee
Community Health Nurse Supervisor
CALVARY HOSPITAL CERTIFIED HOME HEALTH AGENCY
Bronx, USA
01.1995 - 01.2000
- Responsible for the coordination and integration of services provided by professional staff and providing on-going supervision of all staff
- Assist in the development/review of the coordinated plan of care including policy/procedures for quality treatment and care of all agency patients
- Administrative On-call duties/QA&I Committee involvement for agency and vendors
Community Health Nurse
CALVARY HOSPITAL CERTIFIED HOME HEALTH AGENCY
Bronx, USA
01.1987 - 01.1995
- Responsible for case management, planning, implementation and documentation of patient care services for an assigned group of adults, geriatric, oncology, and High-Tech patients utilizing a multidisciplinary approach
- Extensive experience in wound care/ostomy management
Staff Nurse
VICTORY MEMORIAL HOSPITAL
01.1982 - 01.1984
- Intermittent Charge responsibilities for this 250-bed hospital
- Supervised staff of three Registered Nurses plus aides in administering patient care
- Extensive experience with chemotherapy, pre- and post-surgical patients, cardiac rehabilitation cases and CCU cardiac step-down
- Maintained reports and summaries for Utilization Review Committee
Education
Green Belt - Lean Methodology
Pivotal Resources
01.2018
MSN Degree - Nursing Informatics
University of Phoenix
01.2014
Bachelor of Science - Nursing
Herbert H. Lehman College
Bronx, NY01.1982
Skills
- Policy writing
- Resource optimization
- Office management
- Staff management
- Verbal and written communication
- Strategic planning
- Multiple priorities management
- Financial reporting
- Goal setting
- Project coordination
- Budget management
- Leadership
- Database management
- Risk management
Certification
- New York State Registered Nurse, 01/01/83
- PRI Assessor, 01/01/94
- IV Certification, 01/01/95
- Advanced Certificate in the Nurse Case Management Program, 01/01/00
- Publication of Case Management in the Palliative Care and Hospice Settings Chapter 7 for the CMSA Core Curriculum for Case Management Second Edition
- Certified Hospice and Palliative Care Nurse
- Green Belt Six Sigma Lean Methodology
References
Available upon request
Languages
Spanish, Fluent
Contact
(646) 208-3004, (845) 418-5110
Timeline
Administrator
MidHudson Regional Certified Home Health Agency
04.2022 - Current
Director of Patient Services
Health Quest Home Care
11.2017 - 04.2022
Manager of Quality Services
Health Quest Home Care
04.2017 - 11.2017
Director of Patient Services
Hudson Valley Hospice
04.2015 - 04.2017
Education Manager
Visiting Nurse Service of New York
01.2015 - 04.2015
Clinical Nurse Supervisor
Visiting Nurse Service of New York
04.2014 - 01.2015
Quality Improvement Specialist
Visiting Nurse Service of New York
03.2007 - 04.2014
Health Team Manager
Visiting Nurse Service of New York
12.2005 - 03.2007
Coordinator of Care
Visiting Nurse Service of New York
11.2004 - 12.2005
Director of Patient Services
CALVARY HOSPITAL CERTIFIED HOME HEALTH AGENCY
01.2000 - 12.2003
Community Health Nurse Supervisor
CALVARY HOSPITAL CERTIFIED HOME HEALTH AGENCY
01.1995 - 01.2000
Community Health Nurse
CALVARY HOSPITAL CERTIFIED HOME HEALTH AGENCY
01.1987 - 01.1995
Staff Nurse
VICTORY MEMORIAL HOSPITAL
01.1982 - 01.1984
Green Belt - Lean Methodology
Pivotal Resources
MSN Degree - Nursing Informatics
University of Phoenix
Bachelor of Science - Nursing
Herbert H. Lehman College
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