Customer Service Manager

Dedicated healthcare professional with ** years extensive experience in the

cardiovascular and interventional radiology environment.

Proven ability to collaborate with diverse work groups to achieve

organizational goals along with clinical excellence. Strong leadership and

motivational skills, ability to quickly build relationships, establish

trust, train and motivate. Excels under pressure in multi-task

environments.

Experience

Stanford Hospital and Clinics. Stanford, CA 94305

Mar 11-Present

Assistant Technical Manager CathAngio Labs: Manage daily operations,

responsible for the technical expertise, education and quality for adult &

pediatric cardiology, electrophysiology, neurovascular and interventional

radiology services.

. Assists with departmental finances, budget planning and systems

operations.

. Developed and implemented a charge capture reconciliation system,

current charge recovery of over $2,500,000 in the past 2 years.

. Manages over $9 million inventory. Worked with organizational Value

Analysis Team to consolidate duplicated product line, negotiate better

tier pricing and removed unused /seldom used items for reduction of

almost $2.5 million in the past 2 years.

. Collaborated with CDM team to consolidate and restructure the hospital

chargemaster.

. Developed and implemented a clinical ladder to recognize and reward

the technical staff.

. Assist with the design, product selection, planning and project

management of new angiography rooms.

. Works with the modality leads to organize in-services / continuing

education classes for technical and nursing staff.

. Works with modality leads and system analysts to streamline processes

to procedural staff.

Regional Medical Center of San Jose. San Jose, CA 95116

April10-March 11

Interventional Services Systems Manager: Oversaw departmental finances and

systems operations. Responsible for the technical expertise, education and

quality for adult cardiology, electrophysiology and interventional

radiology services.

. Audited the department billing process discovering an estimated

$1,700,000 potential loss of revenue due to coding errors. Developed

and implemented a process to proactively capture with 100% accuracy

with a total lost charge recovery of over $2,100,000. Insurance

defense audits decreased from 2-3/month to 1/quarter.

. Worked to develop an automated inventory control system with an

estimated first year savings of over $500,000.

. Developed a data analysis system for statistical reporting.

. Instituted process standardization between Cath and IR for increased

operational efficiency.

. IT Project manager. Work with IT department, physician groups and

department leadership to analyze current state, design and implement

integration of electronic systems, increase operational efficiencies

and improve staff workflow & patient care.

Stanford Hospital and Clinics. Stanford, CA 94305

Mar 07-April 10

Lead Technologist/Clinical Educator Cath Angio Labs: Responsible for the

technical expertise, education and quality for adult & pediatric

cardiology, electrophysiology, neuro-radiology and interventional radiology

services. Managed daily departmental operations for 9 room main lab and 5

lab out-patient facility and coverage of OR vascular procedures. Skilled

in adult & pediatric cardiology, neurovascular and interventional radiology

procedures.

. Interim Business Manager. Oversaw inventory control, systems

analysis, statistics, revenue capture and works in conjunction with

management team for strategic planning and growth of the service line.

Worked with the Value Analysis Team and staff to reduce departmental

expenses by $1,000,000 through reduction of duplicate items, EP

catheter recycling, reprocessing, expired re-sterilization and pricing

negotiations. Reductions from FY09 of over $2,000,000.

. IT project Steering & Working Committee member. Work with IT

department, physician groups and department leadership to analyze

current state, design and implement integration of electronic systems,

increase operational efficiencies and improve staff workflow & patient

care.

. Worked with the Unit Educator to organize in-services / continuing

education classes for technical and nursing staff.

. Responsible for technical staff performance appraisals.

. Oversaw image quality & improvement processes.

. Assisted with the design and production of new interventional labs.

. Lead Scrub/Educator for Edwards PARTNER Trial.

. Inventory Site Compliance Manager Edwards PARTNER Trial.

Regional Medical Center of San Jose. San Jose, CA 95116

Feb 05-April 10

Full-Time Staff Technologist from Feb 05 to March of 07, Per Diem

Technologist in Cardiac Cath Lab from Mar 07 to April 10. Duties include

scrub assist and hemodynamic monitoring for diagnostic and interventional

cardiac, EP and peripheral procedures.

. Department super user and educator for the new Heartlab PACS system.

. Assisted with the training and mentoring of new Technologists.

O'Connor Hospital. San Jose, CA 95128

July 02-Jan 05

Travel assignment with Aureus Medical for 6 months until accepting a full-

time position with the hospital. Duties included scrub assist, hemodynamic

monitoring and Radiologic QA in interventional Cath lab.

. Served as inventory control administrator, developing and implementing

a new inventory control system.

. Trained and mentored new Technologists.

. Shared charge person rotation directing daily workflow, and bed

control.

El Dorado Hospital. Tucson, AZ 85712

Apr 02-July 02

Travel assignment with Starmed Staffing in Interventional Cardiac /

Specials Lab.

. Routinely performed scrub assist, hemo-dynamic monitoring and

circulating for cardiac, pacemaker and special procedures including

vertebroplasty, aortic endografts and neurovascular intervention.

. Developed and implemented an inventory control system.

Northern Illinois Medical Center. McHenry, IL 60050

Jan 02-April 02

Travel assignment in Interventional Cardiac Cath / Specials Lab.

. Performed as scrub assist for cardiac and special procedures.

Havasu Regional Medical Center. Lake Havasu City, AZ 86403

Sept 95-Dec 01

Cardiac Cath / Specials Technologist for 3yrs in diagnostic Cardiac /

interventional Specials lab. Duties included scrub assist, hemodynamic

monitoring, circulating, conscious sedation, pre-op admission, post-op

patient care and assessment, database management and inventory control.

Served as charge person directing workflow and bed control. Assisted with

the training of new staff

Technologists.

. Senior Technologist and Lead CT Tech for 2yrs. Duties included

workflow planning, budgeting, supply management, film

QA and physician liaison.

. CT and Staff Technologist for 1yr.

. Team member for Disaster Preparedness and Customer Service Committees.

Wrote and implemented emergency procedures

for disaster / crisis events. Helped develop a useful tool to

evaluate, modify and improve customer service.

Parker Community Hospital. Parker, AZ 85344

June 95-Sept 95

. CT and Staff Technologist.

Consulting

Cardiovascular Consulting Specialists, LLC

June 06-July 10

Co-partner, consult with medical facilities providing expertise in

department design, planning, project management, operations, information

technology systems, inventory management and staff development. Created

custom educational presentations for Cath Lab staff, tailoring programs to

specific needs of the department. Create department specific policy and

procedure manuals for cardiology and interventional radiology departments.

Work with human resources and department directors to create technologist

clinical ladders and other methods for staff recruitment and retention.

Work with facilities to design & develop interventional programs. Consult

with various medical device companies on product development & training

procedures.

Education

Bachelor of Science, Medical Imaging Technology 1995

Oregon Institute of Technology

Klamath

Falls,

OR 97601

Computer & Other Skills

Microsoft Office suite (Word, Excel, PowerPoint, Visio)

Superuser for GE MacLab/DMS

Admistrative user for Qsight inventory management solutions

Experienced with coding for Cardiac Cath, Specials and

Electrophysiology

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