Microsoft Office
Shanna Flores
Admissions Director
Helotes,TX
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Healthcare.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Admissions Director
Abundant Hospice
San Antonio, TX
03.2022 - Current
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Negotiated, prepared and signed contracts with clients.
- Leveraged industry trends and competitive analysis to improve customer relationship building.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Identified business development challenges and customer concerns for proactive resolution.
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Planned marketing initiatives and leveraged referral networks to promote business development.
Director of Admissions
Morningside Ministries
San Antonio, TX
03.2019 - 03.2022
- Served as point of contact for internal and external customers seeking support and information.
- Directed vendors, facilities staff and service providers as required to create efficient and non-disruptive transition of patients from hospital to facility
- Managed and created strategic initiatives to maximize admissions.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Maintained high level of understanding of industry standards and trends.
- Managed patient referral flow, and admissions process including community sales, referral management, and admission sign-in, through post-admission
- Designed effective and user-friendly processes for both pre-admissions and post admissions
- Collaborated with upper management to improve customer service processes and support structures
- Supervised sales team and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Updated databases or records with new information
- Corrected and modified inaccurate files and records
- Viewed and verified confidential or private information, maintaining corporate practices to keep data safe
- Evaluated source documents to locate needed information
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Used critical thinking to break down problems, evaluate solutions and make decisions
Senior Admission Director
Genesis Healthcare
San Antonio, TX
03.2015 - 01.2019
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coordinated weekly meetings for internal and external groups.
- Implemented new working processes to deliver multiple improvements.
- Assisted with new hire processing and existing training programs.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Cross-trained and provided backup support for organizational leadership.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Initiated timely response to emails, voicemails and written correspondence.
- Supported office business development and customer service.
- Managed sales department for 5 cluster buildings.
- Verified accuracy of computer system information by updating patient data
- Accurately handled data entry for 400 patient referrals per month into CRM
- Maintained and managed customer files and databases
- Recorded service failure complaints and notified appropriate departments
- Determined appropriateness of payers to protect organization and minimize risk
- Communicated verification and authorization status updates with nursing department to facilitate decision-making for patient admissions and insurance coverage
- Reviewed patient cases and verified insurance coverage information
- Evaluated patient satisfaction and made suggestions for changes or improvements
Director of Clinical Transitions
Remington Medical Resort
San Antonio, TX
05.2009 - 03.2015
- Interacted effectively with clinical staff and patients by using active listening and interpersonal skills.
- Provide ongoing communication between sales and clinical teams to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Implement new policies and educate staff on changes.
- Coached and trained newly hired employees so that each understood job responsibilities and requirements of positions.
- Represented organization at all community events, answering questions, providing details and giving informative presentations.
- Communicated with patients, ensuring that medical information was kept private.
- Recruited, hired and trained all staff, providing direct supervision
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Worked with customers to understand needs and provide excellent service
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Education
Bossier Parrish Community College
Bossier City, Louisiana 01.2005 - 06.2006
Skills
Sales training and leadership
Relationship building and management
Customer satisfaction
Database Management
Critical and creative thinking
Business administration
Administrative support
Conflict management
Office administration
Team Player
High social awareness
People Management
Ethical Leadership Skills
Healthcare Skills
Software
Timeline
Admissions Director
Abundant Hospice
03.2022 - Current
Director of Admissions
Morningside Ministries
03.2019 - 03.2022
Senior Admission Director
Genesis Healthcare
03.2015 - 01.2019
Director of Clinical Transitions
Remington Medical Resort
05.2009 - 03.2015
Bossier Parrish Community College
01.2005 - 06.2006