Transitioning a loved one into long-term skilled nursing care is rarely just an administrative step; it is an emotional, life-changing chapter. Between navigating changing healthcare needs and facing stacks of unfamiliar admissions paperwork, families often feel completely overwhelmed.
At Heritage Park, they don’t have to carry that weight alone. Since June 2021, Business Office Manager Kelly Berardi has served as a steady, empathetic guide, helping families find clarity, peace of mind, and financial direction.
Meeting Families Where They Are
Kelly understands firsthand the emotional weight families carry when they walk into her office.
“I know families are dealing with a big, emotional change in their life,” Kelly shares. “Having been there, I feel like I am able to sympathize with families. I try to explain things as simple as possible to try and not overwhelm them any more than they already are, and I always just reassure them that I am here for them. I let them know they can reach out to me any time.”
That personal empathy shapes every interaction. Rather than treating admissions paperwork as a routine checklist, Kelly creates an unhurried, reassuring environment where families can pause, breathe, and know they have an ally in their corner.
Demystifying the Medicaid Process
For many, applying for Medicaid for long-term care feels like stepping into a complicated maze of financial rules and state paperwork. Kelly’s approach is centered on accessibility and taking on the heavy load herself:
- Doing the “Heavy Lifting”: Kelly breaks down bureaucratic jargon into clear, manageable steps. “I also try to simplify my explanation of this process for them, let them know I can do most of the ‘heavy lifting’ if they’d like, [and] let them know we can meet as many times as needed until they feel less anxious about the process.”
- Her #1 Piece of Advice: When asked what families starting the journey need to know most, Kelly is clear: “That no question is a dumb question. They can ask me the same question as many times as needed until they understand the process. It is an overwhelming, confusing and sometimes complicated process if you’ve never done it before.”
Planning Ahead: Proactive Steps for Peace of Mind
For families who might not need long-term care immediately but want to prepare for the future, Kelly proactively helps take the mystery out of the process before an urgent crisis occurs:
- Reviewing the Process Early: Kelly shares blank applications and lists of required documents in advance, so when the time comes to apply, families aren’t seeing them for the first time.
- Understanding Financial “Cans and Can’ts”: One of the biggest questions families have is how to spend or protect their funds according to Medicaid guidelines. Kelly outlines what is allowable and what Medicaid will question during the application review. As Kelly notes, knowing how to handle your finances in advance ensures an easier determination down the road, which in turn leads to far less stress.
Grounded at Home and on Campus
Kelly brings that same warmth and down-to-earth perspective into every part of her day. When she isn’t at Heritage Park, Kelly loves spending quality time with family and friends, golfing with her husband, tending to her houseplants, and loving on her dogs. Come fall, you’ll also find her passionately cheering on all things Buffalo Bills!
Every conversation across her desk is anchored by the Heritage core values of Respect, Empathy, Acceptance, Compassion, and Honesty (REACH): “I always try to have a calm and caring approach with my families—they have a lot going on in the moment. I let them know that if they have questions they can reach out to me. If it’s a question I can’t answer, I can find that answer. I let them know I am here to help them the best that I can. Things might not always go exactly as planned, but I’m here to help work that out.”