Summary
Overview
Work History
Education
Skills
Timeline
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PHYLLIS GILMORE

Albuquerque,NM.

Summary

Accomplished in over a 30-year of transferable skills. My experience allows me to be a well-rounded candidate. Anticipates hidden problems and adapts solutions to address them before they emerge. I offer unique perspectives, and have the ability to ascertain the operating environment and interactions of multiple complex systems. Dedicated to learning, growing, and succeeding in any industry. Recognized on a regular basis for outstanding performance and contributions to industry's success. Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements. Recognized for motivating management team members to achieve their goals and fostering innovative work environments. Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the various business polices.

Overview

33
33
years of professional experience

Work History

DEPARTMENT SENIOR BOARD ADMINISTRATOR, LICENSING SPECIALIST SUPERVISOR

STATE OF NEW MEXICO
09.2022 - 07.2023
  • Serves as the primary staff contact for one or more professional licensing boards in the Professional Licensing Division, including communication and coordination with board members, licensees, applicants, Division staff, members of the public, the Office of the Attorney General, and others
  • Supervise other staff in a Team with the Bureau, including a Board Administrator, licensing and administrative support positions
  • Assist one or more licensing boards with all functions, including public meetings, public rule making, communication, record keeping, auditing and reports related to business of the board and other developments with the regulated profession
  • Maintain reports on workflow process of assigned boards and supervised staff to ensure consistent and timely response times to licensing inquires, applications, renewals and other constituents inquires
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys
  • Oversaw resolving disagreements and negotiating mutually beneficial agreements between parties
  • Solved licensing issues, improved operations, and provided excellent customer service
  • Oversaw the delivery of special project by licensing team, which resulted in positive outcomes regarding record keeping
  • Collected customer payments, provided documentation, and updated accounts to reflect current statuses
  • Collaborated with professional customers to determine their needs and deliver quality customer service
  • Analyzed metrics to find areas of opportunity, improve performance, and consistently exceed operational objectives
  • Employees are coached and counseled to ensure that each work process is carried out in accordance with company policies
  • Used my strong leadership and problem-solving abilities to keep the team running smoothly and organize workflows to meet any daily demand.

REGIONAL COORDINATOR

STATE OF NEW MEXICO, LTC OMBUDSMAN
11.2019 - 09.2022
  • Oversee and assists with the timely and fair resolution of care, communication and safety concerns of individuals in long term care facilities and/or their families
  • Which included but not limited to facilities which specialize in Developmental Disabilities service providers
  • The work involves supporting open lines of communication with facility administration, residents, family caregivers and state regulatory staff, to include collecting, investigating
  • Provided quality services to support the health, safety, and well-being of older individuals in the Bernalillo County region
  • Oversaw resolving disagreements and negotiating mutually beneficial agreements between parties
  • Oversaw the delivery of tablets to the long-term care residents during COVID pandemic to ensure residents had communication with family and other provider during quarantine project by working with my team, which resulted in a positive outcome statewide
  • Answered an average of 100+ calls a day, responding to customer inquiries, resolving problems, and informing long term care residents, families and provider up to date statuses during the Covid pandemic
  • Looked for industry trends on social media and through online sources
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals
  • Demonstrated cultural and linguistic sensitivity to the clients and families I served
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.

COTTONWOOD INDEPENDENT LIVING MANAGER

ATWOOD ASSISTED LIVING, Aztec
06.2019 - 09.2020
  • Atwood Assisted Living
  • Oversee the day-to-day administrative and operational functions of an 18-bed facility, providing direction and leadership to over 13 employees
  • Oversaw a group of 6 pharmacy technicians and 1 FT Registered Nurse
  • Ensuring that residents receive quality care in a safe and secure environment
  • Responsible for hiring, training, and supervising staff members
  • This includes assigning specific duties to individual employees and ensuring that they are performing their jobs effectively
  • Established a positive working relationship with residents’ families, encouraging them to participate in the care of their loved ones whenever possible
  • Provided Respite Care for Families / Residents which included various short-term admissions with patients’ diagnosis ranging from mental health conditions and clients with developmental disabilities
  • Monitoring the physical, emotional and mental health of residents to ensure they are safe and comfortable
  • Conducting full assessments of residents’ needs to develop individualized care plans
  • Ensure that all staff members are trained for their positions and providing ongoing training where appropriate Maintaining documentation of residents’ care needs, activities, and medical histories in a computerized database
  • Monitoring residents’ daily schedules to ensure they are receiving adequate care from staff members
  • Cottonwood Independent Living
  • Managed daily operations activities, including preparing Accounts Payables, month end reporting, budget and variances, and sales / leasing
  • Responsible for Marketing/Leasing activities, including daily/weekly reporting, preparation of flyers/materials, attending tabling/marketing events, preparing lease up move-in packets, assists with regular market surveys, and community outreach
  • Responsible for assisting with rent collection process, move in/move out processes, collaboration with Maintenance Supervisor on work orders, apartment turns, and physical repairs/improvements as needed
  • Ability to assist and handle resident issues, requests, and emergencies
  • Ensures Owners' goals and objectives are aligned with property operations.

RECREATION PROGRAM MANAGER FIVE STAR SENIOR

LIVING
07.2017 - 05.2019
  • Plans, schedules and implements an innovative, evidence based, seven days per week (at least five programs per day with one program in the evening) activity program that is engaging and incorporates the Five Dimensions of Wellness: Emotional Dimension- 5 days per week; Intellectual Dimension- 7 days per week; Physical Dimension- 7 days per week; Social Dimension- 7 days per week; Spiritual Dimension- 3 days per week
  • Develops and posts a comprehensive monthly calendar of events for the community
  • Provided Respite Care for Families / Residents which included various short-term admissions with patients’ diagnosis ranging from mental health conditions and clients with developmental disabilities
  • Worked with Adults with various diagnosis which included but not limited to Developmental Disabilities, Mental Illness and any physical health related issues
  • Ranging in age from 21 to 100+ and adapted teaching techniques to fit their ages, diagnosis and skill level
  • Created and led intergenerational activities to help patients improve their mental agility
  • Conducted assessments on activity programs in order to determine which activities were appropriate
  • Gave staff members training on how to run events and follow safety procedures
  • Organized resident outings and special events to commemorate holidays and commemorate milestones
  • Quickly investigated and resolved customer complaints and inquiries
  • Provided exceptional customer service and drove retention by communicating accurate information about promotions, customer programs, and products
  • Coordinated between the billing department and customers to resolve issues
  • Kept track of allergies and dietary restrictions, ensuring that campers received the proper meals and snacks
  • Established relationships with all stakeholders, including management, local leaders, and community members through active listening, positive engagement, and rehabilitation skill education for independent living
  • Maintained a high level of professionalism and calmness with all personnel even in high-stress situations
  • Kept track of attendance, supervised volunteers, and greeted visitors at all museum events.

PROGRAM DIRECTOR GENESIS HEALTHCARE

LAS POLAMAS
10.2015 - 07.2017
  • Provide clinical patient recreation therapy services including one to one treatment, group treatments, co-treatments with other disciplines
  • Plan and develop program and treatment sessions based on patient's assessed needs, abilities and impairments and then evaluate effectiveness of treatment sessions in relation to patient progress
  • Maintain documentation such as assessments, treatment/progress notes, care plans, and daily participation logs
  • Consult with the nursing staff regarding the provision of physical, cognitive, emotional/behavioral, leisure and social intervention to patients Oversee and assists with the timely and fair resolution of care.

PROGRAM DIRECTOR

GENESIS HEALTHCARE
09.2013 - 04.2015
  • Provide clinical patient recreation therapy services including one to one treatment, group treatments, co-treatments with other disciplines
  • Plan and develop program and treatment sessions based on patient's assessed needs, abilities and impairments and then evaluate effectiveness of treatment sessions in relation to patient progress
  • Maintain documentation such as assessments, treatment/progress notes, care plans, and daily participation logs
  • Consult with the nursing staff regarding the provision of physical, cognitive, emotional/behavioral, leisure and social intervention to patients.

REGIONAL LIFE ENHANCEMENT DIRECTOR

TEAM HEALTH LLC
02.2011 - 11.2013
  • Compliance program development, review and audits
  • QAPI program development and review
  • Development, implementation and review of internal quality monitoring and internal monitoring programs
  • Consulting and training on “systems” development and data use for root cause analysis and other quality and compliance related functions
  • Training programs to improve healthcare delivery and services, regulatory compliance, person-centered care/culture transformation and risk management
  • Multiple Location consultation
  • Worked closely with residents, communicating effectively to gain a better understanding of their favorite activities
  • Assessed the performance of team members and provided constructive feedback
  • Encouraged residents to participate in holiday decorating under the supervision of the volunteer staff at the facility
  • Solicited contributions and participation from local businesses to promote and improve community events and activities
  • Clients were given information about available housing, domestic violence, employment, education, and substance abuse treatment options
  • Created one-on-one programs for residents who were sick or unable to participate in group activities
  • Oversaw discharge planning to ensure a smooth transition back into society
  • Gathered and analyzed key metrics to better understand which programs achieved the desired results and which ones needed more work to succeed.

UI CUSTOMER SERVICE AGENT

WORKFORCE SOLUTIONS
01.2013 - 07.2013
  • Complete intake applications for employers and claimants and provided general employer and claimant information related to the Unemployment Insurance program for the State of New Mexico
  • Interview claimant(s) to gather information related to Unemployment Insurance (UI) initial claims, weekly continued claims, benefit eligibility, fact finding, and all other related information required by the UI program.

PROGRAM DIRECTOR

BRYN MAWR CARE INC
10.1990 - 12.2012
  • Develop recreation programs for in LTC, ICF setting with underlying diagnosis of Dementia, Alzheimer, and Developmental Disabilities and Mental Health
  • Has maintained goals of reducing psychiatric symptoms and increasing functional skills
  • Integrate, coordinate and monitor each resident's psychiatric rehabilitation service program in accordance with current Federal, State and local standards, guidelines and regulations
  • Assist in developing and implementing policies and procedures for the identification of related social and emotional needs of the residents
  • Provided 1:1 meeting groups, training and behavior interventions
  • Participated in vocational training, OT and housing support for transitional housing for those clients who participated in the waiver program
  • Ensured all contracts, documentation was audit per guidelines to ensure waiver program was implementer per government instructions
  • Investigated any allegations of abuse or customer concerns
  • Maintained good communication between department heads, medical staff and governing boards by attending board meetings and synchronizing interdepartmental functions
  • Educated staff on state and federal statutes, rules and regulations governing home care services
  • Developed and implemented improvements to billing system to maximize efficiency, reduce delinquency and increase accuracy
  • Recruitment, training, hire, termination of employees
  • Payroll and AP performance
  • Clinical assessment Collaborated effectively with coworkers in fast-paced, dangerous, and intense environments
  • Assisted in the creation of grant proposals and reports
  • Kept track of job scope and program results and reported them to customers and other stakeholders
  • Addressed and resolved technical, financial, and operational concerns working with team members and directors
  • Create and maintain structures and systems that enable community volunteer staff members to effectively carry out the mission, goals, and objectives of the organization
  • Quickly identified problems and alerted executive director to any potential project delays
  • Kept track of program progress by referring to and implementing programming documents, program directives, funding documents, and other program documentation
  • CERTIFICATIONS

Education

GED -

City Colleges of Chicago-Harry S Truman College, New Mexico Community College
Chicago, Albuquerque, IL, Central, NM
2003

Skills

  • Leadership
  • Team Building
  • Trainer
  • Business Operation
  • Communication
  • Mediation
  • Supervision
  • Data Analysis
  • MS Excel spreadsheets
  • Report Preparation
  • Organization
  • MS Office tools
  • Customer Services
  • Advocacy
  • Regulatory Compliance
  • Problem Solving
  • Public Speaking

Timeline

DEPARTMENT SENIOR BOARD ADMINISTRATOR, LICENSING SPECIALIST SUPERVISOR

STATE OF NEW MEXICO
09.2022 - 07.2023

REGIONAL COORDINATOR

STATE OF NEW MEXICO, LTC OMBUDSMAN
11.2019 - 09.2022

COTTONWOOD INDEPENDENT LIVING MANAGER

ATWOOD ASSISTED LIVING, Aztec
06.2019 - 09.2020

RECREATION PROGRAM MANAGER FIVE STAR SENIOR

LIVING
07.2017 - 05.2019

PROGRAM DIRECTOR GENESIS HEALTHCARE

LAS POLAMAS
10.2015 - 07.2017

PROGRAM DIRECTOR

GENESIS HEALTHCARE
09.2013 - 04.2015

UI CUSTOMER SERVICE AGENT

WORKFORCE SOLUTIONS
01.2013 - 07.2013

REGIONAL LIFE ENHANCEMENT DIRECTOR

TEAM HEALTH LLC
02.2011 - 11.2013

PROGRAM DIRECTOR

BRYN MAWR CARE INC
10.1990 - 12.2012

GED -

City Colleges of Chicago-Harry S Truman College, New Mexico Community College

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PHYLLIS GILMORE