Customer Service Manager
Resume:
CARLA L. SNYDER
Yutan, NE ***73
CAREER SUMMARY
Versatile, results-oriented management professional with significant hospital management experience across many functional areas in a variety of clinical settings. Demonstrated success in leadership, problem solving, change and project management, and performance improvement. Demonstrated outstanding communication skills and strong leadership skills.
WORK EXPERIENCE
Memorial Community Hospital & Health System, Blair, NE May 2006 – Oct. 2013
Operations Director-Allied Health
Direct the 24 hour operation of the 5 non-nursing clinical departments of the health system with annual revenues of $18 Million and staff of 60.
• Successfully passed quality assessments/inspections from the Nebraska Department of Health and Human
Services, Nebraska Department of Radiologic Safety, and the Food and Drug Administration for all areas
of responsibility.
• Lead inter-departmental task force charged with improving patient satisfaction ratings of Outpatient Test
and Treatment survey with results showing 15% improvement in one year.
• Spearheaded organization’s LEAN initiative by developing a program for the hospital management group and leading various department heads through LEAN projects.
• Achieved TeamSTEPPs Master Trainer certification, a nationally recognized patient safety program, and together with 3 other individuals, instructed all 300+ employees of the hospital in the concepts and tools to improve patient safety.
Community Blood Bank of the LCMS, Lincoln, NE Oct. 2001-May 2006
Laboratory Services Director
Direct the 24 hour operation of 3 service departments with annual revenues of $6 Million and staff of 28.
• Re-structured laboratory management staff and their responsibilities to more effectively meet workload demands and customer hospital’s service needs for blood/blood products
• Successful implementation of new technology to meet donor testing needs and data handling needs for the business.
• Successfully passed assessments/inspections from the American Association of Blood Banks, Food and Drug Administration, and European Union .
Nebraska Health System, Omaha, NE 1979-2001
Director of Support Operations (February 2001-July 2002)
Director of Materials Management (1998-2001)
Direct the 24 hour operation of 10 service departments with annual revenues of $22 Million and staff of 133.
Managed $9.6 Million budget.
• Facilitated a cross-function work group charged with standardizing med/surg products used within the health system; realized a $1 Million savings in a single year.
• Developed customer service training program for all staff members in division.
• Planned and facilitated transition of clean linen production to outside vendor; realized capital dollars savings of $2 million and reduction of 35 FTEs
Manager of Client Services/Outreach Services Department of Pathology (1996-1998)
Expanded the laboratory outreach testing program through marketing, coordination, and monitoring of services with annual revenues of $800,000 and staff of 7. Managed a $500,000 budget.
• Increased annual revenues by 35% through direct marketing of laboratory services to physician offices.
• Implemented a client services software product, developed policies/procedures and trained staff to use.
• Developed a customer service’s directory manual with complete testing menu, including specimen draw requirements and special handling directions, and explanation of laboratory’s operational processes.
• Performed cost accounting for individual testing and developed pricing schedule for laboratory testing.
Manager of Pathology Manual Laboratories (1989-1996)
Direct the 24 hour operation of 4 technical departments. Managed $6 Million budget and staff of 48.
• Implemented a cross-training program for technical staff in Hematology and Blood Bank.
• Chairperson for the Laboratory Safety Committee.
• Successfully passed College of American Pathologist’s Inspection in all technical sections and American Association of Blood Banks Inspection.
• Managed staff through numerous significant transitions and changes in their work environment.
EDUCATION AND CERTIFICATION
Bellevue University, Bellevue, NE.
Masters in Healthcare Administration
University of Nebraska Medical Center, Omaha, NE
Bachelor of Science in Medical Technology
American Association of Blood Banks/American Society of Clinical Pathologists
Specialist in Blood Banking Certification
TeamSTEPPS Master Trainer Certification
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