Michelle Mari
Roseville
Summary
Results-driven Hospice Administrator with expertise in quality assurance and patient record management. Proven ability to enhance team collaboration, streamline workflows, and ensure compliance with healthcare regulations. Proficient Hospice Administrator with a strong background in operations management and staff training. Committed to optimizing workflows and enhancing patient care standards through effective leadership and quality assurance initiatives. Highly organized and detail-oriented administrative professional excels in office management and special projects. Resourceful and adaptive team leader with expertise in project management, financial tracking, customer relationship management and marketing. Results-oriented strategic planner with extensive knowledge of industry practices.
Overview
9
9
years of professional experience
Work History
HOSPICE ADMINISTRATOR
Caring Hands Palliative and Hospice Care Inc
Phoenix
08.2023 - 12.2025
- Facilitated communication between healthcare providers and families of patients.
- Organized patient records and maintained confidentiality in compliance with regulations.
- Scheduled appointments and coordinated transportation for patients to ensure access to care.
- Assisted in training new staff on administrative procedures and software tools.
- Developed and maintained filing systems for efficient document retrieval and management.
- Supported billing processes by verifying insurance information for patient services.
- Collaborated with multidisciplinary teams to enhance patient support services effectively.
- Provided general administrative support to staff members.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Answered incoming calls and responded to customer inquiries.
- Maintained filing system for important documents such as contracts and invoices.
- Ensured that all paperwork was completed accurately before submission deadlines.
- Checked office stock to determine supply levels and maintain inventory.
- Responded promptly to customer complaints in a professional manner.
- Updated databases with new employee information, job changes and terminations.
- Coordinated meetings, conferences, travel arrangements.
- Developed spreadsheets to track project progress, budgets and other related data.
- Monitored payroll, credit card purchases and invoicing to prevent financial errors.
- Managed daily office operations for a palliative and hospice care team.
- Designed forms and templates to streamline workflow processes within organization.
- Created presentations with Microsoft PowerPoint for management team members.
- Compiled statistical data from various sources for analysis.
- Handled correspondence, including drafting emails, memos, and reports for senior management.
- Monitored budget expenditures and prepared financial reports for review by management.
- Compiled data from multiple sources into comprehensive reports for management review.
- Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
- Conducted performance evaluations and recommended training programs for staff development.
- Assisted in the recruitment process, from posting job ads to organizing interviews and onboarding new hires.
- Served as the primary point of contact for external stakeholders, including clients and partners.
- Coordinated with IT department to resolve technical issues and maintain computer systems.
- Negotiated contracts with vendors and service providers to optimize costs and efficiency.
- Facilitated communication between departments to support project completion and goal achievement.
- Analyzed operational processes and recommended improvements to enhance efficiency.
- Performed basic bookkeeping tasks such as reconciling accounts receivable and payable.
- Ensured compliance with health and safety regulations within the office environment.
- Supervised administrative staff, delegating tasks and managing workload distribution.
- Provided technical assistance with computer hardware and software issues when needed.
- Implemented new software and technology solutions to enhance office productivity.
- Administered benefits programs, including health insurance and retirement plans.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Worked closely with human resources to support employee management and organizational planning.
- Analyzed company's expenditures and developed financial models.
- Analyzed key performance indicators to identify effective strategies.
- Determined consumer needs to provide products and services appealing to larger market.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Directs comprehensive CAHPS reporting, ensuring primary caregiver data integrity for monthly submissions.
- Manages semi-monthly payroll for W-2 and 1099 employees, verifying visit documentation and posting accuracy.
- Oversees Hospice Billing cycles: generating UB04s for Medicare, manually tracking non-Medicare visits, and coordinating with billing partners.
- Maintains financial operations by processing vendor payments (DME, Pharmacy, Transport) and managing PS&R monitoring.
- Leads Quality Assurance for HIS/HOPE documents (NCA, Admission, SFV, HUV1, HUV2, Discharge) including ICD-10 coding.
- Facilitates administrative renewals for AZ DHS License, CLIA, Worker’s Comp, and General Liability insurance.
- Conducts clinical duties including hospice admissions, patient evaluations, and EOL daily visits.
HOSPICE QA / ADMINISTRATOR
A Plus Hospice LLC,
Fair Oaks
01.2022 - 08.2023
- Executed systematic reviews of patient charts to guarantee 100% compliance with CMS requirements.
- Acted as Interim Administrator, monitoring business operations to ensure financial stability and ethical conduct.
- Managed conflict resolution and addressed patient or family complaints to maintain high standards of care.
- Assisted in planning and evaluating in-service continuing education programs for hospice personnel
- Collaborated with healthcare teams to identify and resolve quality issues.
- Conducted quality assurance audits for hospice care documentation and compliance.
- Trained staff on quality standards and best practices in hospice care.
- Reviewed incident reports and provided feedback for improvement strategies.
- Monitored patient care processes to ensure adherence to regulatory requirements.
- Assisted in maintaining accurate records for quality assurance reviews.
- Facilitated communication between departments to enhance service delivery standards.
- Developed quality assurance standards based on industry best practices.
RN Case Manager
Multiple Agencies (Home Health & Hospice)
Sacramento
02.2017 - 01.2022
- Coordinated patient care plans with interdisciplinary teams.
- Assessed patient needs and developed individualized care strategies.
- Managed medication administration and monitored side effects.
- Educated families on disease management and support resources.
- Reviewed patient progress and adjusted care plans as necessary.
- Collaborated with social workers to address community resources.
- Documented patient interactions in electronic health records accurately.
- Conducted home visits to evaluate living conditions and safety concerns.
- Coordinated medical services between primary care providers, specialists, hospitals and outpatient clinics.
- Developed discharge plans for patients transitioning from acute care settings to home or alternate facilities.
- Educated patients on disease prevention strategies, wellness promotion techniques and lifestyle modifications.
- Maintained accurate documentation of patient progress in the electronic health record.
- Actively participated in multidisciplinary rounds discussing complex cases with members of the healthcare team.
- Communicated regularly with family members regarding patient care needs and progress toward goals.
- Conducted weekly interdisciplinary team meetings to review case management activities for assigned caseloads.
- Facilitated referrals to community resources for additional support services.
- Ensured compliance with regulatory standards concerning utilization review, ethical decision making and legal aspects of case management practice.
- Assessed patient's physical, mental, and psychosocial health status to develop individualized care plans.
- Provided emotional support and counseling to patients dealing with chronic illness or end-of-life issues.
- Facilitated transitions between levels of care through effective coordination of resources within a managed care environment.
- Identified high-risk cases requiring intensive monitoring or specialized interventions.
- Provided direct nursing care such as wound dressing changes, IV therapy, medication administration and patient education.
- Reviewed clinical data including lab results, radiology reports and vital signs to assess appropriateness of treatments.
- Participated in quality improvement initiatives related to case management processes.
- Monitored and evaluated effectiveness of treatment plans and interventions.
- Analyzed financial information related to insurance coverage eligibility prior to initiating services.
- Attended continuing education seminars relevant to case management practices.
- Advocated for patient needs with interdisciplinary team and implemented outlined treatment plans.
- Helped patients and families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues.
- Monitored diet, physical activity, behaviors, and other patient factors to assess conditions and adjust treatment plans.
- Interpreted and evaluated diagnostic tests to identify and assess patient's condition.
- Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions.
- Conducted specified laboratory tests to help detect conditions and determine diagnosis.
Education
Post-Graduate Diploma in Nursing (Pathway To Master's) - Geriatric Nursing
Massey University,
New Zealand01-2015
Bachelor of Science - Nursing
Metropolitan Medical Center
Philippines04-2005
Skills
- Patient record management
- Compliance auditing
- Quality assurance processes
- Healthcare scheduling
- Care coordination
- Document preparation
- Financial reporting
- Customer relations
- Staff training
- Conflict resolution
- Effective communication
- Team collaboration
- Time management
- Critical thinking
- Project oversight
- Documentation and reporting
- Budget management
- Workflow optimization
- Presentation creation
- Meeting facilitation
- Business development
- Honest and ethical
- Decision-making
- Work Planning and Prioritization
- Document management
- Client communication
- Financial oversight
- New hire onboarding
- Operations oversight
- User access control
- Team building and leadership
- Program leadership
- Scheduling
- Continuous improvement
- Data confidentiality
- Staff management
- Customer service
- Resource optimization
- Expense monitoring
- Recordkeeping and file management
- Performance monitoring
- Timesheet processing
- Personable and approachable
- Project coordination
- MS office
Timeline
HOSPICE ADMINISTRATOR
Caring Hands Palliative and Hospice Care Inc
08.2023 - 12.2025
HOSPICE QA / ADMINISTRATOR
A Plus Hospice LLC,
01.2022 - 08.2023
RN Case Manager
Multiple Agencies (Home Health & Hospice)
02.2017 - 01.2022
Post-Graduate Diploma in Nursing (Pathway To Master's) - Geriatric Nursing
Massey University,
Bachelor of Science - Nursing
Metropolitan Medical Center