Operations Manager

PAM WHITE

**** ******** ** • PEARLAND, TEXAS ****1

CELL 713-***-**** • PHONE 281-***-****

FAX 281-***-****

E-MAIL *********@***.***

OBJECTIVE

To advance my career with an established company utilizing my previous and current management experience.

EXPERIENCE

2010 – 2012 Clinical Pathology Laboratories Houston, TX

Patient Services Manager

Three Supervisors and seventy front line direct reports

Manage the operations of 20 Patient Service Centers, 32 In Office Phlebotomists, and 14 MHMR/Texana locations

Compile and report monthly service indicators

Payroll

Conduct interviews and identify successful candidates

Corrective actions and evaluations

Staff scheduling and temporary utilization

Train new employees on required compliance policies

Perform PSC/IOP compliance audits

Perform site visits for new and existing locations

Navigation of icims system

Perform reductions in force to satisfy regional expectations

Verify and approval of mileage requests

Maintain client relationships

Assist with PSC build outs

Work closely with corporate compliance officer to meet and enforce all compliance policies and procedures.

Acting Operations Manager until manager was hired and in place

Meeting sales objectives by opening new IOPs/PSCs

Opening and closing of IOPs/PSCs

Medialab Administrator

Daily utilization of Chronotek system

Partner with Human Resources for corrective action approvals

1990–2010 Quest Diagnostics Inc. Houston, TX

(Formally SmithKline Beecham Clinical Laboratories)

Patient Services Manager

Previous positions include Supervisor, Coordinator, and Phlebotomist

Five Supervisor direct reports, 185 indirect reports under my direction

Manage the operations of 16 Patient Service Centers and 123 In Office Phlebotomists

Microsoft Word, Excel, PowerPoint, Outlook

Kronos, QLS (Toplab), Care 360 Administrator

Field calls from Physicians, their staff, and patients concerning a Quest Diagnostics site or to discuss employee issues or concerns.

Go on Physician client visits with sales partners to assure client satisfaction and to increase cohesiveness with sales

Work closely with Safety officer to make sure that all employees were following all approved guidelines

Participated with compliance training and policy enforcement

Key contact for single accession. Trained supervisors and front line employees with process. Assisted Dallas with their rollout

On a corporate Best Practice Team for Single Accession

Administering corrective action as needed and annual performance reviews for employees under my direction

Represented the department as needed with TWC – Unemployment hearings

Partnered with Architect designing layout and space utilization for new and existing Patient Service Centers

Worked with contractors on build out of new and existing sites

AECR – Achieving Extraordinary Customer Relations facilitator

Compiled and reported monthly service metrics

Participated on Black Belt team to reduce patient wait time

1985–1990 Park Plaza Hospital Houston, TX

Phlebotomist

Collected samples from both in and out patients including Day Surgery, ICU, HIV, pediatric, and geriatric patients.

Worked as part of the collection team to ensure patient, family, and Physician satisfaction.

Worked with computer system to generate collection lists and collection verification.

Interacted and partnered with nursing and additional ancillary staff to ensure a positive outcome for every patient.

Trained new employees with phlebotomy processes and procedures.

Prepared samples for send out to various reference laboratories.

EDUCATION

1984 C.E. King High School Houston, Tx

General Studies

1985 Texas College of Medical and Dental Careers Houston, Tx

Medical Assistant

2008 Capella University (currently enrolled)

Bachelor of Science – Business Management

Management Classes thru Quest Diagnostics

• Frontline Leadership

• “Working”

• Culture Works

• Servant Leadership

• Application of Six Sigma in the Clinical Laboratory

• Improving your laboratory operations with lean manufacturing principals

• Six Sigma – Achieving error free production

• Managing Quality in network laboratories

• Achieving Extraordinary Customer Relations

LICENSE

1990 ASCP PBT

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