This holiday season, we are filled with gratitude for our wonderful team at OmniSure, who use their immense knowledge and expertise to ensure we provide the highest quality support to our clients. This month, we are highlighting Carol Marshall, MA, CCC-SLP (RET), QDDP, CALM. Not only is she a specialist in senior care, but she’s also worked with/in a variety of settings, among them: social services (adoption and foster agencies), school systems, developmentally disabled populations, and has even authored numerous articles and books. Fun fact: her most recent book was accepted into the Library of Congress.
We sat down for an interview to learn more about Carol’s role at OmniSure. In the spirit of her work and thanking those who care for the vulnerable, we have provided a free downloadable risk management for foster care article at the bottom of this article.
How did you start your career in the insurance industry?
Michelle Foster Earle started OmniSure by partnering with insurance industry leaders who wanted to reduce the risk of claims. Michelle and I had previously worked together as consultants with an organization which served long term care communities to help them comply with state and federal rules. It was an easy transition to place our compliance experience into the realm of risk management.
How long have you been with OmniSure?
18 years.
What does your job entail?
The best part of my job is working with facility-level managers. I meet with administrators and directors of nursing regarding systems that impact resident care, regulatory compliance, and relationships to fashion methods to reduce the risk of claims and lawsuits. I design training programs to foster customer service, implement quality improvement systems, examine new regulatory requirements, and create tools to set expectations for families and staff. I also author articles, books, create forms and in the past I have led sessions at various professional and industry conferences.
What inspires you the most about your work?
People. At the core of the best part of my job are the residents who need a living environment that makes sense, is safe and provides the best possible home-like setting. No one wants to live in a nursing home. I am inspired to make the elders’ living situation as best as possible by helping managers see the world through the eyes of the elders in their care. If I can help a manager take the day-to-day life of an elder in their care, and make it “just a little better,” then it has been a good day. By teaching managers to implement a few changes to impact the lives of the elders, and their loved ones, perhaps everyone will be a little better. The best compliment is when I hear, “That’s a great idea!”
What is your favorite part about working at OmniSure?
My managers and co-consultants are the best part of OmniSure. I have the freedom to be creative, search for new approaches, manage my own time, and communicate openly with my customers. And, I am not alone. There is a team of experts at my fingertips who are “the wind beneath my wings” and offer their expertise willingly and at a moments’ notice. OmniSure is built with experts from a variety of backgrounds, and all of them are experts in their field. I am humbled to be considered a member of such an illustrious team.
What’s the most unique part about working at OmniSure?
It is a unique company. What sets OmniSure apart from its competitors is the idea that we offer ongoing support and guidance for the duration of the facility’s insurance coverage. We do not simply identify areas to offer advice for improvement, and “move on.” We remain as a partner with the facility to address new issues as they arise throughout the coverage of the insurance policy. We have customers who have partnered with OmniSure for more than 10 years, who welcome our tools and resources. In this industry it is not unusual for managers to move from one facility to another. If one of our customers hires a new manager, that new manager is our customer for the duration of the insurance coverage. OmniSure is high-tech, and higher touch.
What is a fun or interesting fact about yourself that you wish people knew?
The Library of Congress contacted me and asked if they could include my latest book “SNF Risk Management Through Person-Centered Care” in the library. I am honored that someone in that organization likes what I have to say. So, that’s a fun fact: my most recent book was accepted into the Library of Congress.
Please share with us your biggest accomplishments at OmniSure.
Relationships with facility managers. Few people will rely on strangers when they are in a position to solve an issue, or ask for help when they feel like they need a life line. When my customers call and ask for a tool or help with a project, that is when I feel like I have accomplished my goal.
Please share anything else you wish to include about yourself or your role/time here at OmniSure.
My tenure with OmniSure has been the best part of my career.
Download OmniSure’s Foster Placement and Adoption Readiness Checklist and our Risk Mitigation for Foster and Adoption Agencies white paper today.
