Susan Vincent
Howell,MI
Summary
Principle-Centered Leader seeking understanding of others, identifying key issues and concerns, determining results with full acceptance and identifying possible new options to achieve results.
Interpersonal Leader focusing on mutual learning, mutual influence and mutual benefits.
Destination and goal driven having a clear understanding of my destination, knowing where I am going to better understand where I am now to ensure the steps I take are in the right direction. Begin with the end in mind.
Personal mission statement: Maintain a positive attitude, be sincere yet decisive, hear both sides before judging, never compromise with honesty, never fear mistakes – fear only the absence of creativity, constructive and corrective responses to those mistakes, facilitate the success of others, listen twice as much as I speak, and concentrate all abilities and efforts on the task at hand.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Regional Director of Operations
Mission Point - TTS Therapy
04.2022 - Current
- Managing 15 SNF therapy departments within Michigan and UP.
- Operations Management – Overseeing profit-loss statements for 15 facilities (rehab departments) generating over 1.5 million dollars. Rehab departments have met or exceeded budgets for the past 9 months. Increase Part B outpatient division by 33% within the first 6 months.
- Billing – Prior authorization for therapy cases, collaboration with insurance companies, ADR resolution, denial management
- Finance Management – Development of annual budgets over 1.5 million in revenue with involved in the compliance of billing and reimbursement. Partnership with insurance industry to serve residents within long term care.
- Care Management – Develop programming within skilled nursing facilities to enrich the lives of seniors with a variety of diagnosis including neurological deficits, traumatic brain injury deficits, orthopedic deficits and general debilitation. Responsible for quality assurance and outcomes, improving clinical practices and customer service and satisfaction.
- Clinical Competency/Compliance – Oversee up to 100 therapy personnel. Ensuring clinical competency/compliance in all areas as regulated by State and company requirements.
- Directed operational strategies to enhance service delivery across multiple regions.
- Implemented process improvements to optimize resource allocation and reduce operational costs.
- Mentored regional teams to foster a culture of continuous improvement and high performance.
- Analyzed performance metrics to drive data-informed decision-making and operational efficiency.
- Coordinated cross-functional initiatives to align operations with organizational goals and objectives.
- Developed training programs to elevate staff competencies and ensure compliance with industry standards.
- Oversaw budget management, ensuring alignment with strategic objectives while maximizing profitability.
- Established strong relationships with stakeholders to facilitate communication and collaboration across departments.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Developed strong partnerships with key clients to expand business opportunities and drive revenue growth.
Executive Director
Provision Living
05.2021 - 04.2022
- Managing the opening of a new assisted living and memory care community in Livonia, MI.
- Operational Management - Overseeing the development of new construction with site project manager. Establishment of contracts, budget development, and orientation development and implementation.
- Financial Management - Execute and oversee compliance of billing and budget objectives
- HR - Recruitment, onboarding, retention programming, and orientation process.
- Clinical Compliance - MCCAL, State of Michigan Licensing and Federal Regulations
- Marketing and Sales - Development of strategic marketing plans, community awareness and partnerships with other healthcare venues.
- Directed strategic initiatives to enhance resident satisfaction and operational efficiency.
- Oversaw financial management, ensuring budget adherence and resource allocation effectiveness.
- Developed and implemented staff training programs to improve service quality and employee engagement.
- Fostered partnerships with community organizations to expand outreach and service offerings.
Administrator - Interim
ProMedica/Heartland Home Health Care
08.2020 - 05.2021
- Responsible to the Governing Body for the overall management of the Ann Arbor home care branch. Operational management, HR/Recruitment, Compliance, Financial management, Marketing/Sales and Clinical compliance and growth.
- Managed daily administrative operations, ensuring compliance with healthcare regulations and policies.
- Developed and maintained electronic health record systems, enhancing data accuracy and accessibility.
- Conducted regular audits of administrative workflows to ensure adherence to quality standards in service delivery.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Improved employee productivity with effective time management strategies for daily tasks.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Collaborated with healthcare professionals to develop operational protocols that improved patient care outcomes.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
- Developed and maintained up-to-date database of contacts, facilitating quick and efficient communication.
- Managed scheduling for executive staff to ensure optimal time management and productivity.
- Improved team productivity with introduction of shared online calendar for tracking deadlines and appointments.
Executive Director
Bickford Senior Living
10.2018 - 08.2020
- Managing the overall operations of 2 new assisted living and memory care community’s opening. Sterling Heights and Canton.
- Operational Management - Oversee the development of 2 new communities with Project Manager developing contracts for supporting companies, review of budgets, and development of processes.
- Financial Management - Execute and oversee compliance of billing and budget objectives in all departments, maintaining financial goals, implementing contracts, and developing strategies for growth.
- HR Management - Oversee recruitment, on boarding, retention, and staff development.
- Clinical Competency/Compliance - Ensure clinical competency of all staff, State and Federal Regulations, implementation and development of training programs.
- Marketing and Sales - Develop strategic/marketing plans to increase sales and residential move-in (60% by 1st year), community awareness, and partnership development of healthcare companies.
- Customer Service - Create an environment for excellent customer service, delivery and experiences, investigating and resolving customer issues with excellent follow through and timely initiatives.
Administrator/Executive Director
EHM Senior Solutions - Home Health Care/Private Duty
06.2016 - 10.2018
- Responsible for directing the home and community based programs (skilled home care and private duty), clinical and financial operations for 3 certified CHAP Branches within Southeast Michigan. Assisted with a start up Outpatient Wellness and Rehabilitation Center (OPT/AAAASF certification).
- Operational Management - Responsible for the development, implementation and follow through of the Medicare Home Health Care and Private Duty business lines to achieve company’s goals and objectives. Development and implementation of the Outpatient Rehabilitation Department for CORF accreditation.
- HR Recruitment and Retention - Oversee recruitment, on boarding, retention programming and staff development.
- Clinical Compliance - Oversee the CARF accreditation and the CORF Outpatient accreditation
- Marketing/Sales
- Streamlined administrative processes to enhance operational efficiency in home health care services.
- Coordinated scheduling for client appointments, ensuring optimal staff utilization and service delivery.
- Managed patient records and documentation using electronic health record systems to uphold compliance standards.
- Implemented quality assurance protocols to monitor service delivery and improve client satisfaction levels.
- Supervised support staff, providing mentorship and fostering a collaborative work environment.
- Analyzed workflow processes, identifying areas for improvement to drive organizational effectiveness in care delivery.
- Collaborated with healthcare professionals to ensure seamless communication regarding patient care plans and needs.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Developed training materials for new hires, improving onboarding process and staff performance consistency.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Improved employee productivity with effective time management strategies for daily tasks.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Oversaw maintenance of office equipment, minimizing downtime due to malfunctions or repairs.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Reduced overhead costs through careful budget management and resource allocation.
- Implemented customer feedback system, leading to improved service delivery and customer satisfaction.
- Developed and maintained up-to-date database of contacts, facilitating quick and efficient communication.
Administrator/Executive Director
Home Care Consultation - Private
01.2016 - 06.2016
- Streamlined administrative processes to enhance operational efficiency in home health care services.
- Coordinated scheduling for client appointments, ensuring optimal staff utilization and service delivery.
- Managed patient records and documentation using electronic health record systems to uphold compliance standards.
- Developed training materials for new hires, improving onboarding process and staff performance consistency.
- Implemented quality assurance protocols to monitor service delivery and improve client satisfaction levels.
- Supervised support staff, providing mentorship and fostering a collaborative work environment.
Clinical Director of Rehabilitation
Rainbow Rehabilitation Centers, Inc.
12.2013 - 01.2016
- Responsible and accountable for the traumatic brain injury, spinal cord injury and other neurological injuries; clinical programming, regulatory/compliance, operations and direction of the rehabilitation program of the company within 5 outpatient settings and 35 residential homes within Michigan.
- Clinical Operations – Responsible for coordination, development, implementation and evaluation of the clinical programs to enhance the quality and advancement of the department. Develop marketing strategies to increase caseloads and community impact.
- Clinical Competency – Oversee the educational process and content for clinical staff training and education to comply with company’s vision and mission and achieve premier quality service to our customers.
- Quality Compliance – Develop and implement programs for quality assurance and outcomes. Extensively involved in CARF, CORF, AAAASF/Medicare standards to improve clinical practices. Implement performance improvement strategies, Mock Surveys, plan of corrections and monitor improvement.
- Financial Management – Oversee the compliance of billing and reimbursement within the clinical department to improve the bottom line. Marketing of the clinical programs to increase sales.
Divisional Director of Rehab – Central Division
Life Care Centers of America
10.2011 - 12.2013
- Responsible and accountable for the rehab operations, case management and regulatory aspects within 35 JCAHO accredited skilled nursing home facilities located in Indiana, Missouri, Kansas and Nebraska.
- Operations Management – Overseeing profit-loss statements for 35 facilities (rehab departments) generating over 63 million dollars. Rehab departments have met or exceeded budgets for the past 9 months. Increase Part B outpatient division by 33% within the first 6 months.
- Finance Management – Development of annual budgets over 63 million in revenue with overseeing the compliance of billing and reimbursement. Partnership with insurance industry to serve residents within long term care.
- Care Management – Develop programming within skilled nursing facilities to enrich the lives of seniors with a variety of diagnosis including neurological deficits, traumatic brain injury deficits, orthopedic deficits and general debilitation. Responsible for quality assurance and outcomes, improving clinical practices and customer service and satisfaction.
- Clinical Competency/Compliance – Oversee up to 3500 therapy personnel. Ensuring clinical competency/compliance in all areas as regulated by State and company requirements. Oversee 4 Regional Rehab Directors and 35 Rehab Service Managers. CARF, HEDIS standards
- Provided Client Management - based upon customer-defined priorities and business objectives. Customer satisfaction being the number one priority. Compliance with HIPPA.
- Developed People Management - Creating supportive work environments conducive to effective communication, use of strengths, and development of teams to create win-win situations. 98% employee retention for over 100 staff.
- Developed strategic/marketing plans - Implemented contract enhancement activities. Implementation of community at large outpatient programs within the skilled nursing home, ACO partnerships and Home Health safe transition.
Regional Director of Operations and Administrator of Home Health Agency
Innovative Senior Care – Brookdale Senior Living
01.2009 - 01.2011
- Responsible and accountable for the overall operations, management and regulatory aspects (CORF, CMS, ACHA) of multi-sites, 15 Assistive Living and Independent Living Community rehabilitation departments and 5 home health branches from Sarasota to Naples, Florida.
- Operations Management - Overseeing profit-loss statements for 15 facilities generating over 20 million dollars. All facilities exceed their budgeted profitability. Increased revenue in the home health division by 1.5 million within the first year.
- Finance Management - Development of annual budget over 20 million in revenue, compliance with billing and reimbursement issues.
- Clinical Compliance/Performance Improvement - Manage over 100 nursing and therapy personnel. Ensuring clinical competency/compliance in all areas as regulated by State and company requirements.
- Provided Client Management - based upon customer-defined priorities and business objectives. Customer satisfaction being the number one priority. Love for seniors and enriching their lives.
- HR/Recruitment/Retention- Creating supportive work environments conducive to effective communication, use of strengths, and development of teams to create win-win situations.
- Developed strategic/marketing plans - Implemented contract enhancement activities. Implementation of a community at large home health program to drive business to AL/IL.
- Regulatory and Compliance Management - Successful ACHA survey 2 years in a row.
Regional Director of Operations
Agility Therapy
05.2001 - 06.2025
- Responsible and accountable for the overall operations and management, including contract acquisitions for multiple AL/IL and SNF rehabilitation divisions, within MI, IN, OH and IA.
- Operations Management - Overseeing profit-loss statements for over 20 communities generating over 15 million dollars. All facilities exceed their budgeted profitability.
- Finance Management - Development of annual budget over 15 million dollars in revenue, compliance with billing and reimbursement issues.
- Care Management – Monitor resident satisfaction; respond to areas of concern, quality clinical practices and implementation of quality assurance/performance improvement plans.
- Streamlined operational processes to enhance service delivery and patient satisfaction.
- Managed daily workflows, ensuring adherence to quality standards and regulatory compliance.
- Trained and mentored staff on best practices in therapy operations and patient care protocols.
- Implemented inventory management systems to optimize resource allocation and reduce waste.
- Analyzed operational data to identify inefficiencies and drive continuous improvement initiatives.
- Collaborated with cross-functional teams to develop strategic plans for service expansion and operational excellence.
Director ESSP Rehabilitation Center
UAW Ford Motor
03.1993 - 01.1996
- Designed, developed and oversaw the overall and day-to-day operations of the first in-house rehabilitation facility within Saline Ford Motor Company. Developed, implemented, and problem solved the policies and procedures with input from executives for patient management and care.
Business Owner / President
Industrial Rehabilitation and Technologies
01.1990 - 01.1994
- Pioneered and developed an industrial rehabilitation consultant business for multiple industries to achieve high safety and health standards within their businesses. Developed, directed and oversaw policies and procedures. Designed and administered utilization review, peer review, and other internal quality management processes.
- Reduction of worker’s compensation costs by 44% at Ford Motor Co.
- Reduction of repetitive injuries by 80% within the office environment of University of Michigan within a 2-year period.
- Reduction of catastrophic back injuries by 47% within a 2-year period within a steel press firm.
- Designed and administered customer surveys to further clarify customer expectations, product and service requirements, cost objectives and competitive partnerships.
- Championed development of University of Michigan’s first Back Care manual for the security, material management and environmental departments.
- Created multiple corporations industrial engineering departments to enhance ergonomic design of manufacturing and distribution facilities.
- Trained staff responsible for field training and information dissemination regarding industrial hygiene and safety requirements.
Education
B.S. - Occupational Therapy
Eastern Michigan University
Ypsilanti, MI08.1983
No Degree - Contract Law
Washtenaw Community College
Ann Arbor, MI05-2000
Skills
- Operations management
- Financial management
- Budget development
- Clinical compliance
- Quality assurance
- Care management
- Regulatory compliance
- Billing and reimbursement
- Staff recruitment
- Employee retention
- Marketing strategy development
- Customer satisfaction enhancement
- Performance improvement initiatives
- Project management
- Strategic planning
- Training program development
- Community partnerships
- Profit-loss analysis
- Operational efficiency
- Data-driven decision making
- Workforce planning
- Leadership training
- Operations oversight
- Business management
- Process improvement
- Performance analysis
- Multitasking capacity
- Teamwork
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Reliability
- Excellent communication
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved improved department performance margins by 8% through effectively optimizing billing.
- Documented and resolved productivity which led to 90% efficiency.
- Supervised team of 280 staff members.
- Collaborated with team of 11 facilities in the development of best practice of audits for 100% government/state compliance.
Certification
Occupational Therapist - State of Michigan – 5201000875
Languages
English
Full Professional
Timeline
Regional Director of Operations
Mission Point - TTS Therapy
04.2022 - Current
Executive Director
Provision Living
05.2021 - 04.2022
Administrator - Interim
ProMedica/Heartland Home Health Care
08.2020 - 05.2021
Executive Director
Bickford Senior Living
10.2018 - 08.2020
Administrator/Executive Director
EHM Senior Solutions - Home Health Care/Private Duty
06.2016 - 10.2018
Administrator/Executive Director
Home Care Consultation - Private
01.2016 - 06.2016
Clinical Director of Rehabilitation
Rainbow Rehabilitation Centers, Inc.
12.2013 - 01.2016
Divisional Director of Rehab – Central Division
Life Care Centers of America
10.2011 - 12.2013
Regional Director of Operations and Administrator of Home Health Agency
Innovative Senior Care – Brookdale Senior Living
01.2009 - 01.2011
Regional Director of Operations
Agility Therapy
05.2001 - 06.2025
Director ESSP Rehabilitation Center
UAW Ford Motor
03.1993 - 01.1996
Business Owner / President
Industrial Rehabilitation and Technologies
01.1990 - 01.1994
B.S. - Occupational Therapy
Eastern Michigan University
No Degree - Contract Law
Washtenaw Community College