Shannon Ward
Oxford,NC
Summary
Dedicated administrator with a strong focus on enhancing resident safety and service quality in assisted living facilities. Proven expertise in budget management and staff recruitment, contributing to high occupancy rates and compliance with state regulations.
Overview
19
19
years of professional experience
Work History
Administrator
Alamance House, ALG
Burlington, NC
02.2026 - Current
- Ensure resident safety, service quality, and adherence to HIPAA; maintain current knowledge of state regulations; achieve compliance in all licensing, DSHR, and DSS surveys.
- Set priorities, assigned work, and coordinated across departments to enhance service delivery, achieve high occupancy, and meet budget goals.
- Managed the community budget, including labor management, A/R, A/P, and payroll; tracked KPIs and implemented corrective plans.
- Recruit and select qualified candidates; promote employee engagement; manage performance, coaching, and take corrective action to reduce turnover.
- Interpret policies, set clear expectations, evaluate performance, and provide timely feedback and support.
- Oversee cleanliness, maintenance, and curb appeal of the community and grounds; conduct and document routine inspections.
- Fostered trust through responsive communication and effective service recovery strategies.
Administrator
Caswell House, ALG
Yanceyville, NC
01.2025 - 02.2026
- Ensure resident safety, service quality, and adherence to HIPAA; maintain current knowledge of state regulations; achieve compliance in all licensing, DSHR, and DSS surveys.
- Managed the community budget, including labor management, A/R, A/P, and payroll; tracked KPIs and implemented corrective plans.
- Set priorities, assign work, and coordinate across departments to deliver excellent service, maintain high occupancy, and meet budgeted goals.
- Recruited and selected qualified candidates; fostered employee engagement; managed performance, provided coaching, and implemented corrective actions to minimize turnover.
- Oversaw cleanliness, maintenance, and curb appeal of community and grounds; conducted and documented inspections to ensure compliance and quality standards.
- Interpret policies, set clear expectations, evaluate performance, and provide timely feedback and support.
- Communicated effectively with residents to build trust and improve service recovery.
Administrator
Dunmore Senior Living, ALG
Oxford, NC
01.2024 - 12.2024
- Ensure resident safety, service quality, and adherence to HIPAA; maintain current knowledge of state regulations; achieve compliance in all licensing, DSHR, and DSS surveys.
- Set priorities, assign work, and coordinate across departments to deliver excellent service, maintain high occupancy, and meet budgeted goals.
- Managed community budget encompassing labor, A/R, A/P, and payroll; tracked KPIs and implemented corrective action plans as necessary.
- Recruit and select qualified candidates; promote employee engagement; manage performance, coaching, and take corrective action to reduce turnover.
- Interpret policies, set clear expectations, evaluate performance, and provide timely feedback and support.
- Oversaw cleanliness, maintenance, and curb appeal of community and grounds while conducting and documenting routine inspections to ensure standards.
- Foster trust through responsive communication and service recovery.
Administrator in Training
Dunmore Senior Living, ALG
Oxford, NC
09.2023 - 12.2023
- Managed community budget, overseeing labor, A/R, A/P, and payroll; tracked KPIs and implemented action plans for performance improvement.
- Prioritized tasks, assigned work, and coordinated across departments to enhance service delivery, sustain high occupancy, and achieve budget goals.
- Recruit and select qualified candidates; promote employee engagement; manage performance, coaching, and take corrective action to reduce turnover.
- Ensured resident safety, service quality, and HIPAA compliance; maintained knowledge of state regulations to achieve licensing and survey compliance.
- Oversee cleanliness, maintenance, and curb appeal of the community and grounds; conduct and document routine inspections.
- Interpret policies, set clear expectations, evaluate performance, and provide timely feedback and support.
- Facilitated trust by communicating promptly with residents and addressing concerns.
Business Office Manager
Dunmore Senior Living, ALG
Oxford, NC
04.2022 - 09.2023
- Provided administrative and operational support for assisted living community, ensuring high-quality resident and family service.
- Collect room and board payments, Medicaid reimbursements, and other resident balances in a timely and accurate manner.
- Manage resident accounting functions including move-ins, move-outs, and room transfers.
- Maintain complete and accurate resident and business records in compliance with company policies and state regulations.
- Receive, review, and verify invoices to ensure accuracy of purchased goods and services.
- Process payroll and handle employee onboarding and termination documentation.
- Prepare and submit bank deposits promptly and accurately.
- Communicate effectively with residents, family members, staff, visitors, and government agencies to resolve concerns and maintain positive relationships.
Emergency Services Management Assistant
Granville Health System
Oxford, NC
01.2022 - 08.2022
- Coordinated and scheduled patient tests and procedures, optimizing workflow and ensuring timely access to necessary support services.
- Monitor nurse call intercom systems and patient alarms to ensure timely response to patient care needs.
- Answered and routed inbound calls, emergency messages, and radio communications to nursing staff, ensuring timely communication for patient care.
- Communicate with clinical and non-clinical personnel to resolve issues related to medical records and patient or family inquiries.
- Enter, retrieve, and maintain written and electronic medical information including physician orders, patient charts, Meditech records, nurse communications, and departmental directives.
- Maintain current knowledge of system and application upgrades, patient management systems, census reporting, bed tracking, and patient transport procedures.
- Maintain strict confidentiality and compliance with HIPAA regulations.
Service Consultant
Staples Business Advantage
Raleigh, NC
05.2007 - 07.2021
- Delivered professional customer service by promptly responding to customer needs and inquiries, enhancing customer satisfaction.
- Resolved moderate to complex customer concerns efficiently while maintaining high service standards.
- Fostered positive customer relationships through clear communication and effective problem-solving.
- Processed customer credits, returns, and scheduled product return services to streamline resolution of customer issues.
- Followed established procedures, reference materials, and documentation to provide accurate information and support.
Education
Bachelor of Science - Behavior & Social Science
North Carolina Central University
Durham, NC05-2026
Certificate of Completion - Accounting
ECPI University
Raleigh, NC08-1996
Diploma -
J.F. Webb High School
Oxford, NC06-1994
Skills
- Customer support
- Public interaction management
- Verbal and written communication
- Documentation and reporting
- Data entry
- Database entry
- Microsoft Applications: Word
- Microsoft Applications: Excel
- Microsoft Applications: Access
- Microsoft Applications: PowerPoint
- Time management skills
- Team coordination
- Resource allocation
- HIPAA compliance
- Regulatory compliance
- Conflict resolution
- Employee feedback
Timeline
Administrator
Alamance House, ALG
02.2026 - Current
Administrator
Caswell House, ALG
01.2025 - 02.2026
Administrator
Dunmore Senior Living, ALG
01.2024 - 12.2024
Administrator in Training
Dunmore Senior Living, ALG
09.2023 - 12.2023
Business Office Manager
Dunmore Senior Living, ALG
04.2022 - 09.2023
Emergency Services Management Assistant
Granville Health System
01.2022 - 08.2022
Service Consultant
Staples Business Advantage
05.2007 - 07.2021
Bachelor of Science - Behavior & Social Science
North Carolina Central University
Certificate of Completion - Accounting
ECPI University
Diploma -
J.F. Webb High School