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Customer Service Quality Assurance

Location:
Lincoln, NE
Posted:
May 07, 2014

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Resume:

Marilyn K. Buchholz, BSRT(R)(M) RDMS

**** *** ***.

Plattsmouth, NE 68048

Business: 312-***-****

Cell: 402-***-****

For the last four years I have been a consultant in the Healthcare Labor

Management division of the Huron Consulting Group. I have 30+ years of

professional experience demonstrating my growth in the area of management.

I have demonstrated effective communication skills in dealing with

patients, their family members, hospital staff, students, administration,

and physicians from all areas of expertise. I possess strong organizational

skills and have extensive knowledge in scheduling, staffing, budgeting,

productivity, managing and prioritizing.

EDUCATION:

St. Joseph's Hospital School of Radiologic Technology

Omaha, NE Graduated 1982

Creighton University Bachelor's of Science in the Allied Health

Professions

Omaha, NE Graduated 1982

CONTINUING EDUCATION:

University of Nebraska Department of Vocational Education

Lincoln, NE Vocational Education Certificate obtained 1988

PROFESSIONAL EXPERIENCE:

Clinical Ancillary Specialist June 2010-

present

Healthcare Labor Practice 90% travel (USA)

Huron Consulting Group

. Perform labor productivity assessments and implementations throughout

the United States, one assessment in India

. Was only Clinical Ancillary Specialist, still am the only Imaging

Specialist

. Analyze Labor productivity through many different methods working with

Administrators and Department Directors to achieve labor reductions

and increase throughput

. Institute shift management tools and productivity trackers in Imaging,

Respiratory, Sleep Labs, Cardiac Cath, Radiation Oncology & others

. Charged with hitting reductions targets and always met targets; many

times exceeding

. Work in Imaging, Respiratory, Cath Labs and the Therapies

. Introduce lean practices and tracking mechanisms

. Worked in hospitals of any size, 100 bed through large academic

medical centers

. Produce analytics denoting volume and staffing by hour of day and day

of week

. Recommend and assist with plans to cross train staff

. Recommend closing non-profitable services and satellites

. Assist with changing practices to increase patient satisfaction

. Work in teams with Labor and Non-Labor consultants

. Prepare presentations to demonstrate opportunities and savings

. Provide ongoing support to new Imaging Directors as needed

Director of Imaging and Neurodiagnostic Services March 2005- April

2010

Creighton University Medical Center Omaha, NE

. Responsible for management of the all areas of the Imaging Department

department: Diagnostic Radiology, Ultrasound, Vascular Ultrasound, MRI,

CT, Nuclear Medicine, Mammography, Interventional Radiography,

Radiation Oncology and Neurodiagnostics.

. Upgraded Neurodiagnostics to digital equipment in 2006.

. Installed HDR in Radiation Oncology, 2005.

. Successfully installed a GE Centricity PACS, which went live in June

2006; filmless in 6 weeks. Upgrade to be completed June 2010.

. Upgraded Powerscribe Voice Recognition System, 2009

. Assisted with installation of new enterprise wide scheduling system.

. Supervise two managers and several lead technologists in each modality

with a total of 61 FTEs. The support staff includes interventional RNs,

clerical/reception staff and PACS specialist.

. MQSA accredited mammography program. Developed Center for Breast Care.

Women can have studies beginning with screening exam and progressing to

biopsy if warranted.

. Serve as a clinical site for two radiologic technology schools,

Clarkson and University of Nebraska Medical Center. Serve as clinical

site for Southeast Technical Institute ultrasound and vascular program.

. Responsible for hiring, disciplinary actions, terminations,

evaluations, operating and capital budgets, capital equipment

justifications and purchases. Serve as lead on all Imaging capital

purchases.

. Work closely with Attending and resident Radiologists, 20 total.

. Annually update the charge master to reflect CPT code changes.

. Responsible for the creation, review and revision of all policies and

procedures.

. In my 5 years here have brought in:

o 1 fully digital room

o New GE fluoroscopy equipment

o CR (Konica and Fuji) for all other areas

o 16 & 64 slice CT scanner (2205 & 2008)

. Established Vital Images (Vitrea) reconstruction stations

o Toshiba 1.5T MRI (2010)

o Upgraded or replaced 6 ultrasound units (Siemens/Acuson,

Philips, Ultrasonix and Sonosite

o Fully digital in mammography (2 Selenia systems)

o Siemens Axiom Angiography suite

o 2 digital portable machines

o New GE nuclear medicine camera

o Planned for entire replacement of radiation oncology equipment

. Serve as Broadlane/Tenet Radiology Advisory Committee Chair

. Chair or Out Patient Satisfaction Committee

. Developed Same-Day Walk-In Service for several modalities

. Use productivity measures to streamline staffing and meet corporate

targets

. Cross train staff into different modalities to better staff

satisfaction

Director of Radiology November 2004- March 2005

St. Vincent Hospital Green Bay, WI

. Responsible for the overall management of the radiology department:

two fluoroscopic units, one full field digial radiographic room, four

radiographic rooms, one Lunar bone densitometry unit, two GE multi-

slice scanners, four nuclear medicine E-Cams, three Sequoia ultrasound

units, GE angiographic unit, Fuji and Kodak CR, two GE mammography

units and a Fischer stereotactic table and an R2 Image Checker

. Supervise an assistant director, a RN, CT and Nuclear Medicine team

leaders and a clerical supervisor. We also have a charge tech in:

mammography, transcription, file room and diagnostic radiology. There

are approximately 75 FTEs.

. A MRI is due to be purchased and installed in 2004. This is the first

in-house MRI.

. The first of two full field digital mammography units are in the

process of being purchased.

. Responsible for hiring, disciplinary actions, operating and capital

budgets, marketing and capital equipment justifications and purchases.

Responsible for the creation, review and revision of all policies and

procedures.

. Oversee the operation of the Stentor PACS and Misys RIS.

Administrative Director of Radiology February 2001- November 2004

Marion General Hospital Marion, IN

. Responsible for management of the radiology department: six radiography

units with two full digital rooms, three fluoroscopy units, Kodak CR,

one Hologic bone densitometry unit, two Siemens multi-slice CT units,

three Acuson Sequoia ultrasonography units, two ADAC Nuclear Medicine

systems & one Siemens E-Cam, one open (Hitachi) and one High-field (GE)

MRI, one angiography system, three mammography systems, an R2 Image

Checker and one stereotactic breast biopsy system.

. Supervise assistant director and lead technologists in each modality

with a total of 65 FTEs. The support staff includes clerical staff,

patient transportation staff, film aide staff and transcriptionists.

This is a physically divided department in which one side is

responsible for in-patient/ER procedures and the other is an outpatient

center.

. MQSA accredited mammography program and ACR accredited ultrasonography

and MRI.

. Serve as a clinical site for a radiologic technology school, which is a

branch of the Ivy Tech Community College system.

. Beginning to digitalize this department. Installed a successful Siemens

ICONOS digital room and a Hologic EPEX unit.

. Have reworked the mammography area to go from three analog units to two

Lorad digital mammography rooms and a Lorad stereotactic unit.

. Installed a Siemens PACS and RIS, which went live in October 2003.

Instituted a central Radiology scheduling.

. Responsible for hiring, disciplinary actions, operating and capital

budgets, some degree of marketing and capital equipment justifications

and purchases. Annually update the charge master to reflect changes.

Responsible for the creation, review and revision of all policies and

procedures. Investigating ways to eliminate the need for ABNs and

drastically reduce Medicare denials.

. Member of the Environment of Care committee, the Emergency Management

Team, the Recruitment and Retention committee, and the Purchased

Service committee.

Director of Imaging Services November 1997 - February 2001

Greene Memorial Hospital Xenia, OH

. Responsible for the management of the imaging services department:

radiography, fluoroscopy, sonography, computed tomography, angiography,

mammography, bone densitometry, nuclear medicine and all support staff,

five satellite imaging locations which varied from radiography only to

one full-service imaging center. (We closed two of these locations to

streamline operations since they were within 10 miles of each other.)

. Accredited mammography program.

. The Imaging Services department serves as a clinical site for two

radiography and one sonography program.

. System administrator for a newly acquired a radiology information

system, a second ultrasound system and two Lunar bone density units.

GMH built a new ER department and it contained a dedicated ER

radiographic room with a CR system.

. Total of 48 FTEs. Streamlined staff and began to cross-train

technologists to other modalities when possible. Passed JCAHO, FDA and

State of Ohio inspections with no deficiencies.

. Responsible for 90 day and yearly evaluations on all staff members.

Promote performance through expectations and daily feedback, all

employee discipline is handled with the assistance of the Radiologists.

Encourage customer service through a "way to go" board in our front

hallway where customer comments are posted.

. Responsible for budgets and capital acquisition requests submitted for

all areas under my supervision. Submit variance reports when warranted.

Communicate to medical staff with memos and newsletters about the

newest additions to technology, departmental changes and/or other

Medicare changes.

. Hospital liaison to the Vascular Ultrasound contract service. Member of

the Customer Service team, Environment of Care committee, Value

Analysis committee, Woman's Center Development committee and chairman

of the Emergency Plans Preparedness committee.

Director of Radiology March 1990 - November 1997

Memorial Community Hospital Blair, NE

. Responsible for radiology department operations: fluoroscopy,

radiography, ultrasonography, mammography and computed tomography.

. Accomplished setting up a mobile CT service, since the hospital had

none, selecting a refurbished GE system, hiring employees, writing

policies and procedures, dealing with the Federal Highway regulations.

Manager of this joint venture with three other hospitals.

. Accredited mammography program.

. Responsibilities included policy development and revision, equipment

maintenance, quality assurance, CQI monitor development and tracking,

film quality and patient charges.

. Implemented a successful cross training program; most technologists can

perform radiography, most CT examinations and mammography. The passing

of the advanced registry examinations is our goal.

Clinical Instructor-Radiologic Technology Program November 1987 - March

1990

Southeast Community College Lincoln, NE

. Responsible for all aspects of clinical education.

. Duties included: assisting in the interviewing and selection of

prospective students, supervising 16 students in clinical rotation at

Bryan Memorial Hospital- including quarterly clinical evaluations,

yearly scheduling, grade keeping, selection of new textbooks,

monitoring of daily activities to assure the smooth and efficient

operation of the department and providing the best overall learning

experience.

. Didactic instruction included the teaching of: Introductory course for

overview, and Pathophysiology I, II and III.

Assistant Supervisor of Fluoroscopy February 1984 - November 1987

University of Nebraska Medical Center Omaha, NE

. Responsible for all aspects of radiology, specializing in mammography

and fluoroscopy. Performed general and trauma radiography.

. Duties included assisting Radiologists and residents with procedures,

scheduling of patients and staff, instructing students in contrast

radiography and overseeing day-to-day fluoroscopic operations.

Staff Technologist May 1982 - February 1984

St. Joseph's Hospital Omaha, NE

. Responsible for performing all radiographic examinations, which

included CT, fluoroscopy, radiography, xerography, and trauma work.

. Duties included operating a room efficiently, helping instruct students

and assisting radiologists.

PROFESSIONAL ACCOMPLISHMENTS:

American Registry of Radiologic Technologists

Registered Mammographer

Registered Diagnostic Medical Sonographer (abdomen, small parts, OB/Gyn)

Member AHRA Midwest Region

Member ARRT Registry Review Committee

Member ASRT

Member SDMS

. Passed CRA examination by AHRA 10-04



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